Can I get an invoice?
If you're ordering as a company
...then yes! You'll receive your invoice by default in your emails as soon as we finish your order. You can also download it from your account.
If you're not a company
...then we can't provide an invoice, sadly. You can, however, acquire a detailed overview of your order(s) in your account. Do you still need a document listing the ordered products and prices? Please contact us at email@example.com or firstname.lastname@example.org and we'll send you a delivery note.
I got an error message during payment. What do I do?
It could be that you received an error message because your transaction has expired, because you did not complete the payment on time, or because you were disconnected from the internet. It is also possible that you did not accept the terms and conditions before completing your order, which means you will also have landed on a 404 page instead of the payment page.
So, what do I do now?
If you were unable to pay but we still have received your order, you will find the order confirmation in your mailbox. Another way to see if your order went through, is by logging into your account and checking the Orders section. You should see it there. In this scenario, you can do one of the following things:
- contact us so we can send you a payment link
- pay for your order by bank transfer (IBAN BE35 7360 1316 0237, BIC KREDBEBB + mention your order number) - take into account that it will probably take a couple of days longer for your order to be processed
- re-submit the order (you can easily do so via your account) and let us know we can cancel the order where the payment failed to avoid reminders
Didn't receive a confirmation email? Then your order has unfortunately not gone through at all. In this case, it is extremely likely that you did not accept the terms and conditions. If this happens, please reselect the products you wish to buy again and make sure that you accept the terms and conditions this time around.
As soon as we have received your payment, your order will be processed. Please note that if you pay by bank transfer, it may take a few banking days before we receive your payment.
Do you still experience trouble completing your order after reading this article or do you have any questions? Please do not hesitate to contact us! We can place the order for you and send you the payment request.
Are you selling the 'real' quality brands?
Most definitely, yes! The paint we're selling is identical to the paints you'd buy in a paint store. Actually, we also have our own paint store ;)
In other words: our Sigma, Sikkens, Trimetal, Levis, Xyladecor,... products are the exact same products in the exact same packaging. We don't go for anything other than the very best quality!
You can find an overview of the brands we're selling on tintrio.be / tintrio.nl / tintrio.fr
How do I order the right colour?
Do you want to order white or coloured paint?
Most of the paints we sell come in two options: in white and in colour. It goes without saying that, if you wish to order coloured paint, you have to select the coloured option, even if you want to order our 'pure white' RAL 9010. White means ‘without any pigment’ so if you wish to obtain white paint, you have to select the white version of the product!
Ordering coloured paint
Colouring your paint of choice in your preferred colour is not difficult. Having your paint coloured in your favourite shade is easy. Simply go to the product page of the paint you want to order and enter the colour code in the field 'colour code'.
To make sure you get the right colour, please be as complete as possible. So instead of "9005", put "RAL 9005" or "Flexa 1050" instead of "1050". You can also enter the name of the colour, if that's easier for you. Just try to be as complete as possible.
If we are not sure what colour you wish to order, we will make sure to contact you.
When you can't add a colour code
Some products are (only) available in preselected colours that are usually already mixed in the factory ('ready mix'). With those products, you'll find a drop-down menu to select your preferred colour from.
No drop-down menu either? Then you're probably just looking at white paint. You can find the colour variant in the related products below or by looking it up.
If you're at the right product page, but can't add a colour code because you simply don't have one, you might find this page to come in handy.
Attention: screens do not (always) provide an accurate representation of the colour. We therefore advise you to rent or buy a colour chart to see the colour.
Should you still have any doubts or questions after reading this article, feel free to reach out to us so we can assist!
I ordered ‘pure white’ paint but received an off-white colour. What happened?
If you ordered ‘pure white’ or RAL 9010, the paint you will receive will have an off-whitish colour. This doesn’t mean that something went wrong, however, it’s just simply that the name ‘pure white’ is a little misleading, because this shade of white is not 100% white! It namely contains a small amount of pigment, which gives the paint a rather warm hue. That’s why, when you’re ordering RAL 9010, you’re ordering it as a 'colour', as opposed to the white variant of the product, which you will find is sold separately on our website. This paint is completely white, without any pigment. So if you want to order white that is completely pigment free, simply search for the ‘white’ version of the paint you wish to order.
white RAL 9010
Find out more about how we make RAL 9010 in this video (in Dutch):
If you wish to find out more about the different shades of white paint we sell, please check out this blogpost.
How long should I wait to paint my newly built house?
The most important thing to take into account is that everything should have dried thoroughly. Usually, drying takes up to four months for plaster, but it's recommended to wait one year to start painting it.
In case you're wondering if your walls and/or ceilings are dry enough, there's a simple test you can do:
Cut out a piece of plastic from some packaging. Stick it to the wall, sealing the edges well with tape. Do you see condensation between the wall and the plastic after some time? That means your walls aren't sufficiently dry. If the plastic remains dry, you should be good to start painting.