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UK: 0330 22 30 922

INT: +44 1337 860 860

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• How secure is your site?
• We do not store any card details on our site. All card payments are done in the relevant payment gateway. This means that the highest security is from the transaction gateway. We use UPG Secure Payments, Klarna and PayPal. All use industry standard encryption protection techniques. For more information visit their sites. Our site has a 125/256 bit security certificate, which is used for the parts of the site where you have to log in, register or checkout. This means that any data you enter travels over the Internet in an encrypted manner.

• Can I order over the phone?
• Yes, just call us on our mobile friendly number 0330 22 30 922  (+44 1337 860860 for International callers), if there is no answer just leave a message or email us us at and we will get back in-touch with you.

• I have placed an order, where are my emails?
• You should have received at least 1 automated email. If not please check your spam. If there is nothing in that folder it is possible you have not correctly entered your email address. Please Email us at

• I found the same item elsewhere, are you able to price match?
• Yes, we can usually price match all Talens art materials, providing you let us know within 30 days of your purchase.

•What is the cost to ship internationally?
• Just add to cart your items and go through the checkout process and you will see the cost and different options relevant to your country. If you have any problems please e-mail or phone call us on the phone number noted on the Website.

•Will I be charged import duty?
•If you are out side the EC, yes you are liable, but you may not receive a bill. Not everyone does, it just depends on your countries customs policy.

• I registered for my 10% off code and I don't have the code and I have placed my order, can I still use it or get a refund of the 10%?
• The code should have been emailed to you, please check you have it and look in your spam if necessary. If you like we can refund you the 10% or you can use it on your next order.

• How long do deliveries take?
• For UK mainland our standard service for items in stock is 3-5 working days. Xpress options are also available. For offshore it is 1-2 days extra. For the EU 4-5 days. For non-EU 2-4 days. We dispatch all orders that are in stock within 2 working days of receipt.

• What is the cut off time for processing orders?
• Generally our cut-off time is 1.30PM (GMT). However, sometimes we can still process ordered received after that on the same day, but this is dependent if the courier has collected yet & so cannot guarantee same day dispatch after 1.30PM (GMT). To be sure it is best to order by 1PM, or give us a ring to see if it is possible for us to dispatch same day after 1.30PM. For orders placed after 1.30pm (GMT) on Fridays, these will not be dispatched until Tuesday, unless prior arrangement has been made.

• Can I add items to my order?
• Yes you can and if you e-mail us to do so we will issue you with a code that you need to put in when on the Website and this will also allow you to get free carriage.

• What if I am not in to receive the delivery?
• If being delivered by courier they should have left a card with a note of Attempted Delivery and may either say that the delivery of goods is at a neighbours or that you need to call on the number noted with a consignment number. If delivered by post same procedure above. If not please get in touch with us.

• What if the parcel is damaged on arrival or has been lost in the post?
• If this happens then you need to E-mail us IMMEDIATELY and we will take it from there.

• How long will it take for you to order in out or stock items?
• Usually this would take 7-10 days but, if needed sooner it would take 3-4 days.

• I am unhappy with my item I have bought, can I return it?
•Yes you can. You may have to cover the return postage, depending on the circumstance. We will refund you in full for the product

• What is your returns policy?
• The usual standard 30 days return period, whether goods are damaged, faulty or not what you wanted. Unwanted goods should be delivered back as New, you may be charged for the return postage if you return your item after 7 days. For more details see our Shipping Terms

• It has been more than maximum delivery and my order has still not arrived.
• E-mail us and we shall look into this for you and find out what the status is and why not yet arrived straight away. If being delivered with a courier we can give you a note of the consignment number for you to track yourselves to keep an eye on the status of your order.

• Can I cancel or change my order after it has been submitted?
• Yes you can, you need to e-mail us if you do and then we shall refund you or make the necessary changes.

• Do you supply Wholesale, Trade or Schools?
• Yes, we can arrange this just contact us to get the ball rolling!

• Do Royal Talens make their products in the Far East?
• There some products from the Art Creation range and some of the Van Gogh Range are made in the Far East and all other ranges: Rembrandt, Cobra, Van Gogh, Amsterdam, Decorfin and Talens are either made in Holland or other areas of Europe. Now Talens are moving the brands

• How long has Royal Talens been in business?
• They started out known as Talens and started up in 1899 when Marten Talens founded the "Dutch Factory for paints, lacquers and inks in Apeldoorn (the Netherlands), run as a family business majoring in office supplies and inks. They then became "Royal"Talens in 1949 because of high demands in that year regarding sound and high quality innovation . If you want to know more about Talens have a look here.

The old factory in Apeldoorn

• What level of quality are Royal Talens products?
• They are of a similar or higher standard when compared with Windsor & Newton and Daler Rowney but, Royal Talens are not as well known in the UK as they are in the rest of Europe. They meticulously test the products when in development stage and each stage after that, in fact they keep batch samples for many many years so that they can trace back if there are any problems.

Royal Talens Lab

• Do you offer samples of your products?
• If you let us know what you want to sample we will do what we can for you.

• What is the work ethic at Talens?
• Many process haven't really changed over time, and there are still certain processes that requite a delicate hand. Whereas there are also processes where it has been possible to modernise by machine and computer. In Holland people working in the chemical industry tend to be paid higher, as usually it comes with risk. Fortunately this risk is not really there at Talens, but the higher wage is.

Labour Intensive manufacturing processes

• Do you have a brochure or printed catalogue?
• We can send out a printed catalogue if necessary yes but, all the information is on the Website that is in the catalogue.

• When & How often do you introduce new ranges?
• This is usually once a year and around February time.

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