Welcome at the Customer Service page. We’re happy to help out with any questions you may have. Please find the most frequently asked questions regarding our products, how to use them, shipments, returns or payments below.
If you have any other questions, please don’t hesitate to contact us through the Contact Form or the contact details below and we will get back to you as soon as possible.
(+31) 35 887 44 81
(+31) 6 829 780 32
How to create the ultimate Eric Kuster living experience in your home.
- Can I paint over my old paint?
For the best end result, you should ensure that the existing surface is free from grease, dirt, dust and/or liquids. Degrease (using, for example, St Marc All Purpose Cleaner) and sand the surface well. For best results, use a lint-free roller and brush, available from our accessories list.
- What’s the best temperature at which to paint?
The ideal temperature for painting is between 15 and 18 degrees Celsius. A higher temperature will cause the paint to dry faster, which can cause streaks and visible overlaps. Our water-based paints dry less well in temperatures below 10 degrees Celsius.
- What do I do when the paint doesn’t cover the surface well?
If the wall paint or lacquer does not cover well, this could be due to the surface you are painting on. The surface colour may be too dark, or the new surface may be particularly absorbent (eg new plaster or new wood). In addition, the surface may be too wet – for instance, if you’re painting a newly-plastered area that hasn’t yet dried out properly
When painting a dark surface, we advise first applying a coat of wall emulsion or wall primer in your chosen colour. With a new wall, it is best to fix the surface before painting.This prevents the paint from penetrating the wall too quickly, resulting in streaks and banding.Then apply wall primer in your chosen colour and, finally, apply the wall emulsion.
Do not use wall emulsion on your woodwork and any plinths. Lacquer will give the best results, creating the ultimate Eric Kuster effect. For new or bare wood, first apply two coats of primer (preferably in your chosen lacquer colour), followed by two layers of lacquer. Sand lightly between all layers and ensure your paintwork is free from grease and dust. For the Eric Kuster look, any plinths can also be painted in the same colour as the wall.
- Can I paint over any kind of undercoat?
You can paint over turpentine-based paints with our water-based lacquer paints (up to six months after you have painted these with turpentine-based paint). It is best to apply a lacquer primer in the same colour as the lacquer first for best results.
With a newly plastered wall, it is best to fix the surface before you start painting. This prevents the paint from penetrating the wall too quickly, resulting in streaks and banding. The paint is very liquid, so do take care when using it to avoid creating a striped and web-like finish.
- Can the paint be applied with a paint sprayer?
We advise applying our lacquer paints and primers with only a lacquer roller or brush. Our wall paints are very well-suited to spray-painting, provided they are applied in the right way.
- Why is my colour experience different from the photos on the website?
Eric Kuster’s colours are based on the subtle diversity of nature. The reflection of daylight on your space will create a different look from that of artificial light. Your choice of window frames, too, may affect how colour is perceived.
If SHADES by Eric Kuster does not provide the desired effect, you can contact us at any time. Together, we will see how we can create your best living experience.
- Can I place an order without logging into an account?
You can place an order without creating an account. The advantage of creating an account is that your previous orders are listed, so that you’ll always know what you have ordered from us previously.
- Does SHADES give a warranty?
SHADES by Eric Kuster offers extensive warranty conditions. A legal guarantee applies to all items you buy. Legal guarantee means that a product is, or must do, what the consumer can reasonably expect from it. In addition to the legal guarantee, we will always work with the customer to find the best solution for any possible complaint.
- What is the delivery time for your products?
If you order before 5pm CET on Monday to Friday (excluding public holidays) and the products are in stock, your order will usually be delivered to your home in the Netherlands by our logistics partner the next day. We deliver products that are not in stock to you as soon as possible. This usually takes a few working days.
- How does shipping work?
Products that are in stock are generally shipped according to the schedule below, with the exception of Sundays and public holidays (in which case there will be no delivery).
Ordered before 5pm CET on Sunday
Delivered on Tuesday
Ordered before 5pm CET on Monday
Delivered on Tuesday
Ordered before 5pm CET on Tuesday
Delivered on Wednesday
Ordered before 5pm CET on Wednesday
Delivered on Thursday
Ordered before 5pm CET on Thursday
Delivered on Friday
Ordered before 5pm CET on Friday
Delivered on Saturday
Not at home at the time of delivery? The carrier will try to deliver the package to your neighbours. If they are also not at home, the package will be taken to a collection point, where you can pick up the package. Please follow the instructions on the note or e-mail you get from the carrier.
- Do you deliver on Saturdays?
Orders placed on Fridays before 5pm CET will usually be delivered on Saturdays, unless products are out of stock.
- Shipping costs within NL
All orders above €50 incl. VAT will be delivered for free. If your order is below €50 incl. VAT, the shipping costs are €6.95.
- Do you deliver outside of the Netherlands?
We currently deliver within the Netherlands and Belgium only. New destinations will be added soon. Keep an eye on our website for updates.
- Can I pick up the order?
Orders can be picked up during our opening hours at: Binnendelta 8D, Blaricum, the Netherlands. You can indicate that you want to collect from us via the website during the ordering process. Please note: you must first place an order and pay before collection.
- Opening hours
Monday to Friday from 9:00 am to 5:00 pm. We are closed on national holidays.
- What should I do if my order arrives damaged?
Together with our logistics partner, we do our utmost to deliver your order to your home properly and correctly. Yet in some unfortunate circumstances, things can go wrong along the way. If your order arrives damaged, we advise you to refuse the order; it will then be automatically returned to us. Contact us directly after this happens and we will simply deliver your order to you again.
- Can I return my order?
In the event of a consumer purchase, you have the right to return (part of) the delivered products to us within a period of fourteen days without explanation. However, the paint products from our website are not prefabricated and are specially manufactured for you based on your choices. These products are legally excluded from the right of withdrawal and can therefore not be returned to us.
With our the paint accessories, you do have the right to withdraw from the agreement within a period of fourteen days, without explanation. See our terms & conditions for this.
- Do you have any other questions?
Feel free to contact us on: +31 35 887 4481
- Do you need advice?
Please contact us on +31 35 887 4481 and we’ll be happy to help.
- Where can I find the withdrawal form & the return policy?