Frequently Asked Questions
HOW MUCH IS DELIVERY?
Orders over £45 are free delivery to most parts of mainland UK. However, there are certain areas of the UK that will require a postal surcharge. Overseas delivery is not possible, due to problems with transporting liquids.
ZONE 1 - £6.50 (Under £45)
ZONE 2 - £16 Surcharge - for postcodes: AB31,33-38,45,52-56, FK17-21, HS1-9, IV1-3, IV10-28,30-32,36,40-56, KA27-28, KW1-3,5-17, PA20-49,60-78,80, PH17-26,30-44,49-50, ZE1-3
ZONE 3 - £26 Surcharge - for postcodes: BT21-26,29-35,38-49,51-71,74-77,80-82,92-94, IM1-9,99, TR21-25
Unfortunately, we are unable to deliver any products to Northern Ireland due to the tariffs and border checks that are now required.
We apologise for any inconvenience this may cause.
WHEN WILL MY ORDER BE DELIVERED?
Orders received before 11am (or sometimes a little after!) Monday - Friday will usually be dispatched the same day, meaning you should receive your order on the next working day. However, please note that although Parcelforce aim to deliver the next working day, sometimes there are delays. Please check your email for delivery updates, and only contact us if your paint has not arrived after TWO working days.
IS THE PAINT SAFE FOR FISH AND PONDLIFE?
Yes, once the paint has properly cured it forms a taint free, flexible, waterproof coating that is completely safe for your aquatic pets. However, in liquid form it can be hazardous to pond life and we recommend removing any fish from your pond before painting; Even if you are just painting above the surface of the water.
HOW LONG SHOULD I LEAVE BETWEEN COATS? CAN I PAINT IN THE RAIN, OR WHEN IT’S VERY COLD?
The drying time between each coat is essential. You must leave at least 24 hours in between each coat in working temperatures. If it drops below 4 degrees during this period, it is recommended to extend this time. If you try to apply a second or third coat before the drying time of the previous, it will stop the curing process for the previous coat (which will then never be able to harden).
Do NOT paint in the rain, or onto a damp surface, or when the temperature is going to drop below 4 degrees (for at least 24 hours).
WHAT KIND OF SURFACE WILL THE PAINT WORK ON?
Our paint will adhere to almost any surface including brick, concrete, render, wood, fiberglass, metal, and pond liners. However, if you have a porous surface, we recommend thinning the first coat down with about 20% white spirit for black paint or xylene thinner for coloured paint, so it absorbs more easily into the surface. This will act as a primer before applying your three additional coats, which should be non-thinned.
CAN I USE A ROLLER OR SPRAY?
We don’t recommend using a roller or spray as this can introduce air bubbles into the layers of paint and may compromise its integrity.
THE PAINT SEEMS TO HAVE DEVELOPED LITTLE POCKETS OR BUBBLES
This occurs when your surface is damp. Water trapped under the paint will try to escape as the paint dries, but due to the paint being waterproof it cannot escape and so flexes to form a bubble. Other non flexible paints crack at this point and let the moisture out. The simplest solution is to pop the little blisters, towel dry any moisture, and repaint the area. To avoid this issue, build your pond using a waterproof membrane under the base. If you don’t do this, damp will penetrate up into your base, no matter how thick your concrete is. If in doubt, leave a heater or a de-humidifier in your covered over pond to evaporate any excess moisture before starting.
THERE ARE MILKY, WHITE PATCHES APPEARING ON THE PAINT
This occurs when moisture has come into contact with the paint before it has had time to dry properly.
The paint is oil based and will react if it comes into contact with water before the recommended drying time is over. This may happen if it rains during setting, or by moisture seeping up through the ground. If in doubt, cover your pond over until the paint has fully set. Do NOT fill your pond until the recommended drying time is over.
It is important to note that the label states thin coats must be applied. If you can see runs in the paint, it is too thick. If you put thick layers of paint on your pond walls or in the corners), then it may NOT dry at all as it requires air to dry. The top layer will dry, but it will remain unset underneath - meaning it may not form a proper waterproof skin.
WHAT IS THE WARRANTY ON THE PAINT?
We guarantee all our paint products, applied by us for five years, however due to us being unable to oversee the application of these products there is no guarantee with self-applied products.
HOW LONG DO I NEED TO LEAVE THE PAINT BEFORE I CAN FILL THE POND? IT FEELS TACKY STILL?
You will need to check the guidelines on the tin, which must be carefully followed. This drying time allows the paint to properly cure, harden and become waterproof. If you fill your pond before this happens, it will compromise the integrity of the paint and undo all your hard work.
The paint will remain tacky between coats, and even sometimes after the final drying time if the paint is applied a little too thickly. Once the pond is filled, it will lose its tacky finish.
If you have any technical queries please email us at birdj5@hotmail.co.uk and someone will get back to you as soon as possible.
Including as much information and photos as possible will enable us to fully review your query and help you find a solution.
Some pictures used are for illustration purposes only. All products and packaging may differ, although will strictly do the same job as advertised.
All items are bought and used at your own risk. We do not accept responsibility for any actions, claims, losses etc caused by using any of our products. While every care has been taken to ensure the products are fit for purpose by the manufacturers (AND by testing these ourselves using our own livestock) we will not be held responsible in any way for any end results caused by using any of the products we sell. We offer a full 5 year warranty (using the products we sell here) on all pond builds undertaken by us from start to finish, so we are confident that ALL the products we use are fit for purpose.
If you are unhappy with your product, and are convinced it is faulty - we will offer a “double your money back guarantee” for a period of sixty days if this is found to be correct. Any failures in a pond build where we cannot agree on fault, will be investigated by an independent paint specialist (to be appointed from a central database of professionals, not our company or yours). Samples of the paint and pond will be taken for analysis to determine the reason for failure. IF any items supplied by us are found to be the issue, then the specialist will charge us the fee, and we will refund you twice the cost of your paint. If the paint is found not to be the issue, and the problem lies in your application or build, then you will be responsible for paying the specialists fee. The average cost of the specialists service is £250+VAT. Non payment of any associated fees will be chased by the specialist, not us. This will include any associated legal action costs, and additional monies for non payment of their fees.