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Exc Inc
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Customer Care

Welcome to our Customer Care page. Below, you'll find all the information you need to get assistance with our services and products.

1. Contacting Customer Support

Customers can reach our support team via:

Our team is available to assist you Monday to Friday, from 9:00 AM to 5:00 PM (GMT). We aim to respond to all inquiries within 24 hours.

2. Order Assistance

For questions regarding your order, including delivery updates, product details, or returns:

  • Please provide your order reference number when contacting our team.
  • We provide tracking details for all deliveries to ensure you can monitor the status of your order.

3. Trade Accounts and Tiered Pricing

Customers can apply for Trade Accounts to unlock exclusive benefits:

  • Trade Gold: Maximum discounts and premium benefits for high-volume customers.
  • Trade Silver: Competitive pricing and benefits for mid-level trade customers.
  • Trade Bronze: Entry-level trade pricing for smaller businesses or lower-volume purchases.

To apply for a Trade Account, contact our support team or apply directly through the app. Approval is subject to meeting eligibility criteria.

4. Returns and Refunds

  • Contact our support team to initiate the process and receive a return authorization.
  • Returns must be sent to the designated address provided by our team, along with proof of purchase and the return authorization.

5. Product Support

Our experts can assist you with:

  • Product use, including paint mixing or application advice.
  • Providing safety data sheets and product instructions upon request for all items sold.

6. Feedback and Complaints

  • Your feedback is important to us! Email your suggestions at feedback@ftpaints.co.uk.
  • For complaints, we strive to resolve issues quickly and fairly. Please contact our customer care team, and we’ll provide a resolution within 3-5 business days.

7. Delivery Queries

  • Contact us immediately for delivery-related issues, including delayed or damaged parcels.
  • Inspect all deliveries upon receipt and report any damages within 48 hours.

8. FAQs

  • Refer to the FAQ section in the app for answers to common questions.
  • If your question is not listed, reach out to our support team for assistance.

9. Customer Loyalty

  • Regular customers may qualify for exclusive discounts or promotions as part of our loyalty program.
  • Subscribe to our newsletter or follow us on social media for the latest offers.