Frequently Asked Questions
Where is De Mairo based?
De Mairo is based in Canada, where our pigments and paints are refined and prepared with a focus on quality and traditional craftsmanship.
How long does shipping take?
Shipping times vary depending on your location and the shipping method selected at checkout. Orders are typically processed within a 1-2 business days.
Delivery to the United States usually takes 5–7 business days, while shipping to Europe and the rest of the world typically takes 10–20 business days, depending on the destination and courier selected. Once your order ships, you will receive a tracking number to follow its progress.
Do you ship internationally?
Yes. De Mairo ships internationally to many countries worldwide.
Which countries do you ship to?
We ship to most countries in North America, Europe, Asia, and Australia. If your country is not available at checkout, please contact us and we’ll be happy to assist.
Will I have to pay customs duties or taxes?
Customs duties, VAT, or import taxes may apply depending on your country’s regulations. For individual retail orders shipped within the United States and Canada, De Mairo covers applicable customs duties. Bulk or wholesale orders are not exempt from customs duties, including shipments to the United States. For all other international destinations, any duties, VAT, or import taxes are determined by local authorities and are the responsibility of the customer. We do our best to minimize additional costs and avoid unnecessary charges whenever possible, but we do not have control over customs policies in each country.
What payment methods do you accept?
We accept major credit and debit cards, as well as other payment methods shown at checkout. Available options may vary depending on your location.
Can I cancel or change my order after placing it?
If your order has not yet been processed or shipped, we may be able to make changes. Please contact us as soon as possible after placing your order. Once an order has shipped, changes or cancellations may no longer be possible.
Do you accept wholesale or bulk orders?
Yes. We accept wholesale and bulk inquiries for pigments and paints. Please contact us directly with details about your project or quantity requirements.
What is your return policy?
Due to the nature of art materials, returns are evaluated on a case-by-case basis. If you have an issue with your order, please contact us and we will do our best to assist.
What if my order arrives damaged?
If your order arrives damaged, please contact us promptly and include clear photos of the packaging and items. We will work with you to resolve the issue.
What should I do if I received the wrong item?
If you received an incorrect item, please contact us with your order number and details. We’ll arrange a solution as quickly as possible.
Are your paints ready to use?
Yes. De Mairo oil paints, gouache, and watercolors are ready to use straight from the tube or pan.
Do your pigments require preparation before use?
Our pigments are finely processed and do not require any further grinding or mulling. To use them, the pigment simply needs to be mixed with a binder of your choice, such as oil, watercolor, gouache, or egg tempera medium, allowing artists to prepare paint according to their preferred technique.
How should pigments and paints be stored?
Pigments and paints should be stored in a cool, dry place away from direct heat and sunlight. Containers should be sealed properly to maintain quality and longevity.
Do batches vary in color?
Yes. Because our pigments and paints are made from natural minerals and gemstones, slight variations in color can occur between batches. This is a natural characteristic of mineral-based materials.
