Please be aware that due to high demand, orders placed after 17/11/2023 may not be delivered before Christmas. However, we will endeavour to dispatch your products as quickly as possible.
Once we have processed your order delivery is estimated to take place within 10-15 working days. Our courier does not provide online tracking services; however they will call you to arrange a date for delivery. If the courier is unable to get in touch with you, they will assign a delivery date and request that you confirm this via email. Please ensure a mobile number is provided, As well as up-to-date contact details. Incorrect contact details will cause delays to your order.
If you live in Aberdeenshire, Inverness-shire, Wales, Devon or Cornwall please allow between 15 – 20 days for delivery. Deliveries to these areas are once weekly so it’s possible your order can miss cut-off for the next visit to the area.
Deliveries are all-day appointments and it’s extremely unlikely that we will be able to narrow this down to an AM or PM slot.
While almost all deliveries are made within the estimates provided on the order please be advised that these are just estimates and not a delivery deadline, as in some cases although very rare, delays are possible due to vehicle breakdowns, items being damaged in transit or adverse weather conditions. If there is likely to be a delay, a member of our team will contact you as soon as possible.
*Please note, that while we will do our upmost to stick to these estimates, we can not guarantee delivery dates due to the nature of the glass production process, and a number of other factors, including, but not limited to; busy periods, glass shortgaes, courier disruptions.
To cancel deliveries, you must contact us a day prior to delivery, rearrangements will take a further 3 – 5 working days, deliveries cancelled on the day of dispatch will incur a £29.00 fee.
If delivery is missed a calling card will be left providing you with instructions on how to rearrange. Missed deliveries will incur a redelivery charge of £29.00 which must be cleared prior to the delivery being rescheduled.
Please be sure to inspect the goods upon receipt, if they have arrived damaged or you’re unhappy with them for any reason please reject delivery and send them back with the courier as it may be a few days before another vehicle is passing your area for collection.
In cases where your delivery is carried out by one of our courier partners, drivers aren’t associated with Express Toughening Ltd and are therefore unlikely to have any product knowledge of the items you have purchased from ourselves. All drivers, whether from a courier, or Express Toughening are insured to make delivery to your front door, any further is solely at the drivers’ discretion, we cannot legally ask them to take products upstairs, or help assemble them.
As all of our products are ‘Made-to-order’, we are under no legal obligation to provide a refund where you choose to cancel or return your items based on the following reasons:
• The product is no longer required
• You have had a change of heart
• Specifications provided by you were incorrect
Though we are not required, we reserve the right to offer a full, or partial refund based on the following reasons:
• Products damaged in transit
• Delays in processing your order
You must notify us of your intention to return a product within three working days of delivery. Within this period, we will authorise return requests for any reason and provide a returns address. Upon receipt of the returned item a full or partial refund can be issued at our discretion. Return costs incurred from cancellations are not covered by the seller. Should you find that the item is faulty or damaged please contact us with images of the problem as evidence is critical for a free collection service, in most cases we can have a replacement arrive within 2 – 5 working days.
Refund and Returns Policy
www.theglasswarehouse.co.uk may, but are under no obligation to honour requests for refunds for the following reasons:
Non-delivery of the product – Due to an issue with the mail or courier service, you may not receive delivery confirmation. Depending on the price of the product, www.theglasswarehouse.co.uk may require you to first show proof that you have submitted a report to the mail service or courier company describing the missing item.
Irreparable defects with the product – Although all the products are thoroughly quality checked before release, unexpected defects may occur. This reason should be submitted to our Support Team for its approval of your refund request.
Product not-as-described – A request based on this reason is addressed on a case-by-case basis and subject to our approval. To prevent this kind of claim from arising, every customer is encouraged to check all sizes and measurements for each type of the product selected before submitting and confirming the order.