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Frequently Asked Questions

EWI and Rendering

What is External Wall Insulation (EWI)?

EWI is the process of attaching a layer of insulation board or material to an existing solid wall. It is then finished with a render coat to protect the insulation from the elements.

What is Silicone Render?

Silicone Render is the finishing element, the final coat of a thin coat render or external wall insulation system. This finishing coat is textured and tinted to any colour, providing an almost endless combination of finishes.

What is Monocouche Render?

The EWI-090 Monocouche Render is a high-performance cement-based, through-coloured scratch render. This decorative render has been designed with water-repellence, breathability, and durability in mind. The material base is comprised of premium quality Portland cement, hydrated lime, polymers, and modifying admixtures.

What products and materials will I need for my project?

We have designed a quick, easy, and fuss-free Materials Calculator that accurately lists all the materials and allows you to receive a personalised quote for the materials your project requires. Please watch our YouTube video to understand how to use the Materials Calculator.

We have an extensive network of approved and recommended installers. If you are looking for an installer in your area, please inquire by filling out the form here.

Shopping Online

Why have I not received my order confirmation?

You should receive your order confirmation via email shortly after placing your order. Please ensure that you check your spam & junk folders. If you have still not received your order confirmation, please email us at sales@ewistore.co.uk or call us on 02033974067.

Does EWI Store offer price matching?

We know it’s frustrating being charged different prices for what are essentially the same quality products – so to save you shopping around, we are making sure you only need to come to us! If you’ve been given a quote for renders or insulation boards from any BBA-approved manufacturer, we will provide an equivalent EWI Pro system – for 5% less.

Where can I cancel my order?

If your order has not yet been processed, you can request a cancellation by contacting our customer services team on 02033974067. If your order is in process or already in transit, please wait for your order to arrive before initiating the return by contacting our customer service team. Please note that you may have to pay a restocking fee if you have requested a cancellation while the order is in process or already in transit.

My discount isn’t being applied; how do I fix this?

Please make sure you have entered the correct promo code character by character. If you are still having problems, please call our sales team on 02033974067, and they will be able to assist you.

Payment, Refunds & Returns

What methods of payment are accepted?

We currently use Stripe Payment. Stripe accepts; Apple Pay, Google Pay, VISA, Mastercard, and American Express.

When will I get a refund?

You will receive your refund within 14 days from when the items are returned to us or within 14 days of notifying us that you would like to cancel your order.

What products can I return?

Only items purchased directly from EWI Store, either via the online store or at an EWI Store retailer, can be returned to EWI Store. Bags and tinted products cannot be returned, including sample pots.

How long do I have to make a return?

You have 14 calendar days to return items.

Will I be charged a restocking fee on returned items?

You will be charged a 20% restocking fee on all returned items.


Can I change my delivery address?

If you need to update your order’s delivery address, please call us on 02033974067.

Will I be updated about my delivery time?

Our customer service team will inform you of an estimated delivery time. Any unsuccessful delivery attempts where the customer has been notified of an estimated delivery time will be charged to the customer at the original cost.

All deliveries will be made 8 am-5 pm; however, they may exceed 5 pm in busier periods.

Why have I only received part of my order?

All items are shipped via a pallet service, courier, or Luton van, depending on the size, quantity, and weight of the items ordered. Where applicable, consignments may be split over one-to-two days to ensure delivery of all goods ordered.

Will my order be protected from getting wet?

Pallets are wrapped with shrink wrap, which does not protect them from the weather. The customer is responsible for protecting their pallets from getting wet.


How do I subscribe or unsubscribe to the  EWI Store newsletter?

To subscribe to our newsletter, please scroll down to the bottom of the homepage and enter your email address. If you wish to unsubscribe, you can click the unsubscribe link at the bottom of each newsletter.

How do I sign up for a trade account?

If you would like to set up a trade account with EWI Store, please fill in your details on the form provided here.

How do I update my trade account details?

To update your trade account details, including Address and Contact Details, please navigate to your account settings on the top right of the menu bar and once on the page, click the personal details tab.

I am interested in EWI Pro training; how do I sign up?

If you are interested in any of the EWI Pro training courses, please fill in your details on the form provided here. For more information on the training courses, please read through the EWI Pro training booklet.

How do I leave a product review on EWI Store?

You can leave a product review by locating the product page. Click on the reviews tab, and you will be able to rate the product from 1 to 5 stars and share your thoughts via the text box provided.

Please note that your review is subject to our moderation team’s approval and may not appear instantly.

Can’t find your question?

Don’t hesitate to contact us or pop into our Chessington or Aylesbury branches.