FAQ

What paints are available online?
Our online store features a curated range of standard colours from Dulux, Plascon, Dekade and The Decorator’s Touch across popular finishes. These are pre-tinted, ready to order, and selected to make your online experience simple and convenient.

Do you offer both water-based and solvent-based paints?
Yes. The online range includes water-based and solvent-based options, depending on the product and brand. Product pages clearly indicate whether a paint is water-based (typically used for interiors and general applications) or solvent-based (often used for trims, metalwork, and specialised exterior surfaces).

What are VOCs?
Volatile Organic Compounds (VOCs) are gases which are emitted when you use certain products, like paint. These dangerous gases are inhaled by you, and pose a variety of health risks. That’s why we’ve removed as many of these as we can from our paint formula. This means that our paint is low odour and healthier for you, your home, and the environment.

Do you offer custom tinting online?
Not currently. Custom tinting is available in-store only. The online selection includes standard, pre-tinted colours.

Which finishes can I buy online?
Finishes include Matt, Satin, Low Sheen, Sheen,Suede and textured coatings.

Are the online colours the same as what’s available in-store?
Yes, but the online store carries a streamlined selection of the most commonly used standard colours. Stores may offer a wider tinted palette.

Will the colour match what I see on my screen?
Digital colours may vary slightly from real-life applications due to screen settings and lighting. For precision, we recommend viewing physical colour cards at your nearest Shaves branch.

Do you sell tester pots online?
Tester pots are not currently sold online. These are available in-store.

Can I order any listed paint for Click & Collect?
Yes. All paints and accessories available online can be ordered for Click & Collect at selected Shaves stores.

How do I dispose of my leftover paint?
Never pour paint down the drain. Instead, leave the paint tin out to dry in the sun. If there is too much paint left over, mix it with sand and leave it to dry, then dispose of it with household waste. If there is quite a lot of paint left over, donate it.

Does your paint have a warranty?
Yes. Each brand and each product may have it’s own guarantee, based on the manufacturer’s specifications. To learn more about the guarantee for your specific product, please contact us at hello@shaves.co.za.

Who is Shaves Paint + Decor?

Shaves Paint + Decor is a trusted name in the paint and décor industry, supplying quality products and expert guidance to homes and businesses across KwaZulu-Natal and Gauteng. With decades of experience and a commitment to reliable service, Shaves has become a go-to destination for customers seeking dependable paint solutions, professional advice, and a wide selection of décor and wallpaper in our selected stores.

Our new online store brings this same convenience and expertise to your screen. Whether you’re tackling a small update or preparing for a larger project, our curated online range of paints and accessories makes it easy to shop from anywhere. You can choose delivery to your door or collect your order from one of our participating Shaves stores through Click & Collect.

While our online offering focuses on standard colours and popular essentials, our in-store teams remain available to assist with custom tinting, technical guidance, colour selection, and décor support. No matter the size of your project, Shaves is here to help you get the job done right.

How do I place an order?
Browse our online range, select your preferred products, and add them to your cart. Once you’re ready, proceed to checkout and follow the steps to complete your order.

Do I need an account to shop online?
No. You can check out as a guest. Creating an account is optional, but it allows you to track orders, save your details, and view previous purchases.

Can I shop online for all Shaves products?
Our online store currently offers a curated selection of standard colours and essential paint accessories. A wider range, including décor and wallpaper, remains available in-store.

How will I know if my order has gone through?
You’ll receive an order confirmation email once your purchase has been completed. If you don’t receive it, please check your spam folder or contact us.

Where can I find information about a product?
Each product page includes details on colour, finish, base, application, and technical information to help you choose the right product for your project.

Can I change my order after placing it?
If your order has not yet been processed, we will do our best to assist. Please contact us as soon as possible, as changes cannot be made once an order has entered the preparation stage.

Can I cancel my order?
Yes, as long as it has not yet been dispatched or prepared. Once your order is being prepared, cancellation may not be possible.

What if an item in my cart becomes unavailable?
If a product goes out of stock after checkout, our team will contact you with alternatives or a refund.

What is Click & Collect?
Click & Collect allows you to place your order online and collect it from a participating Shaves Paint + Decor store at your convenience.

How do I use Click & Collect?
Select Click & Collect at checkout and choose your preferred store. Once your order is ready, you’ll receive a notification with your unique collection PIN.

When will my order be ready for collection?
You’ll receive an email as soon as your order is prepared. Orders can only be collected once you have received your collection PIN.

What do I need to bring when collecting?
Please present your collection PIN and Order Number. For security reasons, only the person with the matching PIN can collect the order.

Can someone else collect on my behalf?
Yes. They must bring the collection PIN and the order number. The name on the ID does not need to match the order, but the correct PIN must be provided.

Where do I collect my order in-store?
When you arrive, simply speak to any Shaves staff member and provide your collection PIN. Your order will be brought out from our dedicated Click & Collect holding area, where it is kept separately to avoid any mix-ups with store stock.

Can I return a Click & Collect order?
Yes. Click & Collect returns must be brought back to the same store where the order was collected. Shaves does not arrange collection for Click & Collect returns.

What happens if I don’t collect my order?
If your order is not collected within 7 days, our team will contact you. Uncollected orders for an extended period may be cancelled and refunded at Shaves’ discretion.

Are all items available for Click & Collect?
Yes — all items listed online can be ordered for Click & Collect.
Note: Solvent-based paints can only be purchased via Click & Collect, as they cannot be shipped.

Where do you deliver?
We deliver across South Africa. Delivery fees are calculated at checkout based on your location and the items in your basket.

How long does delivery take?
Delivery timelines depend on your region and the products ordered. Once your order has been dispatched, you will receive tracking details from our courier partner. On average we dispatch 1-2 business days from date of order and delivery is with in 3-4 business days.

Can I track my order?
Yes. You’ll receive a tracking link as soon as your order is on its way.

Can all paints be shipped?
Most water-based paints can be delivered nationwide. However, solvent-based paints cannot be shipped due to transport restrictions on flammable materials. These products are available for Click & Collect only. Product pages will clearly indicate when an item is solvent-based.

How are delivery costs calculated?
Delivery fees are based on your delivery area and the products you’re ordering. Larger items, such as 20L tins, may carry higher shipping fees due to weight and handling.

What happens if I’m not home when delivery is attempted?
Our courier will attempt delivery again or contact you to arrange a suitable time. If delivery cannot be completed after multiple attempts, your order may be returned to Shaves, and additional fees may apply for re-delivery.

What if my order arrives damaged?
Please notify us as soon as possible and keep the product in the condition received. We may require photos for assessment before arranging a replacement or return.

Can I change my delivery address after placing an order?
If your order has not yet been dispatched, we will do our best to assist. Once the courier has collected the order, address changes may not be possible.

What is your returns policy?
All return and refund requests must be submitted within 30 days from the date of delivery or collection.

View our full returns policy here: Returns Policy

Which items can be returned?
We accept returns in the following cases:

• The product is unopened, in its original packaging, and in the same condition as delivered.

• The product is faulty or damaged, subject to inspection and proper use according to manufacturer instructions.

• You received the incorrect item.

• Your order is incomplete and you wish to request a refund.

How do I submit a return request?
You can submit a return request using our online returns form. Our team will review your request and guide you through the next steps.

To submit a returns form: Return Form

How are returns collected?
For orders delivered to your address, Shaves will arrange collection from the same address. A collection fee may apply at Shaves’ discretion.

Click & Collect orders must be returned in-store at the branch where they were collected. We do not arrange collection for Click & Collect returns.

Will you inspect the product before issuing a refund?
Yes. Shaves may inspect the product or send it to the supplier for testing before a refund is processed.

How long does a refund take?
All refunds are processed via EFT. A refund can take up to 7 (seven) business days to reflect in your account, depending on your bank.
Please note that EFT refunds are subject to verification of your banking details before payment is released.

What if I received a damaged or faulty product?
Please contact us as soon as possible and provide photos of the issue. We will assess the product and arrange a replacement or refund where applicable.

Do solvent-based paints follow different return rules?
No — the same returns policy applies. However, these products must be returned in-store, as they are Click and Collect only.

Can I exchange an item instead of receiving a refund?
Exchanges may be possible depending on stock availability. Our team will advise you when reviewing your return request.

What payment methods do you accept?
We accept all major debit and credit cards for online purchases through our secure payment provider, WalletDoc.

Is payment secure?
Yes. All online payments are processed through WalletDoc’s encrypted and secure payment gateway, ensuring your personal and banking information is protected.

Do you offer payment plans or Pay-Later options?
Not at this stage. All online orders must be paid in full at checkout.

Can I pay in-store for my online order?
No. Click & Collect orders must be paid for online at the time of purchase. Payment cannot be made in-store for online orders.

Why was my payment declined?
Payments may be declined due to insufficient funds, incorrect card details, bank alerts, or a timeout during processing. If you continue experiencing issues, please contact your bank or try another card.

Do you store my card details?
No. Shaves does not store or retain any banking or card information. All payments are securely handled by WalletDoc.

Are all products available online also available in-store?
Yes. Any product listed online is also available in-store. However, pricing may differ, as some promotions or discounts may be exclusive to the online store.

How do I know if an item is in stock?
Products will be marked as “Out of Stock” if they are unavailable. If an item is available to purchase, it means we either have stock in-store, in our warehouse, or can access it within our standard supply channels.

What happens if a product goes out of stock after I’ve placed my order?
If an item becomes unavailable after checkout, our team will contact you with alternatives or arrange a refund.

Do you offer backorders or pre-orders?
Not formally at this stage. However, if we are awaiting stock from our suppliers, we will communicate expected availability and keep you updated.

Will more products be added to the online store?
Yes. We will continue expanding our online offering over time.

What are your trading hours?
Our store trading hours are:
Monday to Friday: 7:00am – 5:00pm
Saturday: 8:00am – 1:00pm
Public Holidays: Hours vary. Please check Google for your specific store’s listed trading times. For exact store details, visit the Store Locator  on our website.

Does Shaves Head Office close during the festive season?
Yes. Our Head Office and Distribution Centre will be closed from 20 December 2025 to 4 January 2026, reopening on 5 January 2026.
(As noted in our Festive Season notice)

How does the festive season affect my online order?
All online orders — including Click & Collect orders — will follow our Head Office and Distribution Centre schedule.

• Last processing day: 19 December 2025

• Processing resumes: 5 January 2026

This means any online order placed after 19 December will only begin being prepared for delivery or Click & Collect from 5 January.

Do stores still trade during this time?
Yes. Stores continue to trade according to their individual festive schedules.
Please search your preferred branch on Google for the most accurate festive trading hours.

Do I need an account to shop online?
No. You can check out as a guest. Creating an account is optional but allows you to track orders, save your details, and view your order history.

How do I create an account?
Click on the My Account icon at the top of the website and follow the steps to register with your email address and password.

I forgot my password — what do I do?
Use the Forgot Password link on the login page. You’ll receive an email to reset your password.

Why am I not receiving order or password reset emails?
Please check your spam or promotions folder. If the emails are still not appearing, contact our support team for assistance.

How do I update my personal or delivery details?
Log in to My Account and update your profile information at any time.

My order isn’t showing in my account — what should I do?
If you checked out as a guest, the order will not reflect in your account. If you created an account but the order is missing, please contact us so we can assist.

What should I do if I experience a technical issue on the website?
If a page does not load, a button doesn’t work, or something doesn’t look right, please refresh the page or try a different browser. If the issue continues, contact us with a screenshot so we can investigate.

How do I contact support?
You can reach us at hello@shaves.co.za for assistance with orders, account issues, or general website help.

Can I get colour or product advice online?
Yes. You can contact us via email for general guidance, but for specialised technical advice or colour recommendations, we recommend visiting your nearest Shaves store where our team can assist you in person.

Do you offer wallpaper or décor items online?
Not at this stage. Wallpaper, décor, and fabric ranges are available in selected Shaves Decor stores. These items may be added to our online store in future.

Are your in-store promotions the same as online promotions?
Not always. Some offers may be exclusive to our online store or to specific branches. Pricing may differ between online and in-store promotions.

Can I buy custom-tinted colours online?
No. Custom tinting is available in-store only. The online store offers a curated range of pre-tinted standard colours.

Do you provide application or technical guidance?
Basic product information is available on each product page. For more detailed advice, our in-store teams can offer personalised guidance based on your project needs.

Do you offer contractor or trade discounts online?
Trade pricing is currently available in-store only through our loyalty programme. Online pricing applies to all customers.

Can I use my in-store loyalty benefits online?
Not yet. Loyalty benefits and pricing structures apply in-store only at this time.

Where are Shaves stores located?
We have multiple branches across KwaZulu-Natal and a store in Sandton. Visit the Store Locator at the top right corner of the website for full details.

How can I contact Shaves Paint + Decor?
For online order support, email Onlineorders@shaves.co.za
For general enquiries, contact hello@shaves.co.za or your nearest Shaves branch directly.