FAQs

I can't log into the new site?

I'm sorry, due to how outdated the old site was, customer details could not be carried over to the new site. This unfortunately means that you will need to create a new account with us.

If you'd like to view your order history then just let us know, we can send this to you.


Why is 'Courier' the only delivery option?

Aerosols are classed as dangerous goods for transportation purposes and are therefore prohibited from the Royal Mail network. This means that we have to send all orders which contain spray paint or other aerosol items via a courier who we have approval to send these items with.


How long will it take for my order to be dispatched?

Subject to stock availability, we aim to dispatch every order within 24 hours (Monday - Friday, excluding Bank Holidays).


Can I place an order for delivery tomorrow?

Orders are dispatched Monday - Friday, 9am - 4pm (excluding Bank Holidays). Within these hours, we can offer a scheduled next working day delivery (UK only, not including extended area destinations). Please place your order by 2pm to ensure a same-day dispatch, and choose 'Courier' (orders which contain spray paint) or 'Royal Mail Special Delivery' as your shipping method.

Orders placed between 2pm and 4pm are usually dispatched the same day but we do not guarantee this - if your order is urgently required then please make a note of this in the comments section at checkout or contact us. This will allow us to prioritise your order if we need to.

Our courier collects all parcels at 4pm (Mon-Fri, excluding Bank Holidays) therefore aerosol orders placed after this time cannot be dispatched until the next working day.


My order hasn't been dispatched yet - can I add extra items / amend my order?

Within working hours (Mon-Fri, 9-5), all orders are picked and packed as soon as we receive them. If the status of your order has changed to 'awaiting dispatch' then I'm sorry, but it is too late to add to, or amend your order.


I am still awaiting my order, what should I do?

Most UK orders are delivered in 1 - 4 working days. If you don't receive your order in this time then please track your order using your tracking number - it is possible that your order is being held at your nearest post office / courier depot, awaiting collection.

Orders being delivered by UPS can be tracked here
Orders being delivered by UK Mail can be tracked here
Royal Mail signed for deliveries can be tracked here

Once your order has been dispatched, delivery of this is outside of our control. However, if you experience any problems, or have any questions about the status of your order, please contact us and we will help you in any way we can. Please remember to include your order number in any correspondence.

Overseas delivery times can vary – contact us for shipping information for your order.


Can you ship my items in plain packaging?

Yes - please make a note of this requirement in the comments section at checkout.


What is the coverage like of the paints you stock?

Coverage varies depending on the brand and output, however on average, a 400ml can will cover approximately 3m squared.


How secure are my personal details?

At Graff-City.com we value your privacy & confidentiality. Under no circumstances will we share our buyer’s information with a third party without prior consent. 

Credit/Debit card details are processed through a secure site and these details are never seen or stored by Graff-City.


I don’t live in the UK, can I order from your site?

Yes - all non-aerosol items can be shipped worldwide!

Spray paint & all other aerosol products can be shipped to the following countries only: United Kingdom (Including Isle of Man & Channel Islands), Austria, Belgium, Bulgaria, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Spain and Sweden.


I don’t have a credit / debit card – how can I pay?

We can also accept UK cheques, postal orders and bank transfers (overseas buyers must pay any applicable fees).


How do I get free stuff?

Please go to the 'free stuff' page and follow the instructions given in the page header. If you do not add a free item to your cart, no free stuff will be included. If you add more than one item, we will choose which one you receive. 


I am under 16 years of age, can I order spray paint?

No - by law you must be 16 years of age or older to purchase aerosol spray paint. By purchasing aerosol spray paint, you are declaring that you are 16 years of age or older.


Why no phone number?

When you send us an email via the  'contact us' page, this goes directly to the person who is best able to help you. Within working hours, you can expect to receive a response from us in one hour (although we're usually even faster!). If you do need to talk things over on the phone, that's not a problem, just ask for our number.


Can I return my items?

Yes, you can return any items for a full refund within 14 working days as long as they are unused. After this, if the items are not faulty or sent in error and you wish to return them, there will be a 5% restocking fee.

More information on returns can be found in our T&Cs.


Do you offer wholesale prices to retail stores?

Yes - please contact Alun at mail@graff-city.com with your store details to receive further information.


How does 'aim to beat any price' work?

We are confident that our prices are the lowest around, but if you find a product we sell cheaper elsewhere, just send us the details of where you saw the items so we can verify the prices. We will then do our best to offer you a better deal.

When comparing prices don’t forget to include VAT, shipping and minimum order values.


Didn't find the answer you were looking for?

Please contact us.