Kerbside delivery rule
We deliver kerbside. Our driver brings your glass to the nearest safe point at the address — the pavement, the driveway, the gate — and helps you take it off the vehicle. We do not carry glass into a building, up stairs, through a house or onto scaffolding.
This is not us being unhelpful. A driver working alone cannot safely manoeuvre a large pane through a doorway, and glass broken indoors is a far worse afternoon than glass handed over at the kerb.
Please make sure somebody over 18 is there to receive the delivery and check it. We capture a signature and the name of the person signing as proof of delivery, and we may take a photo of where it was left.
Collection is free from our Fulham branch if kerbside does not suit you.
The glass is at your risk once it has been handed over at your address to you or to the person you have asked to receive it.
Customer manpower requirement (>2m / >30kg / laminated glass)
Some panels need more than one pair of hands at your end. Where your order contains a piece over 30kg, or over 2 metres on any side, the site tells you at checkout — before you pay, never after — that you need at least two people available to take it in.
Laminated units are heavier than the same size in float glass, so treat them as a two-person lift even when the numbers look borderline.
If nobody is there to help, our driver cannot leave the glass and cannot carry it alone. That becomes a failed delivery, which is a wasted trip for both of us — so if you are unsure, ring us before the delivery day and we will talk it through.
Please have somewhere flat, dry and out of the way ready for it to go, and keep children and pets clear while it is being unloaded.
Damaged in transit
Damaged in transit? We remake it free of charge, or refund it if you would rather. Please check the glass when it arrives and tell us through the claim option on your order tracking page, with photos if you can take them safely. Please report transit damage within 14 days so we can investigate promptly; reporting later does not remove your statutory rights. Never handle or return broken glass. See Returns & refunds.
Access declaration
Tell us about access when you order, not on the day. The things that stop a delivery are almost always known in advance:
- a narrow or shared entrance, or no way through to the back
- no parking, a permit bay, a red route or a loading restriction by time of day
- a height or weight limit on the approach, a barrier, or a gated estate
- steps, a steep drive, or a long carry from where a van can legally stop
- site rules — a delivery window, an induction, or someone who has to sign you in
Add anything relevant to the delivery notes on your order, or ring us. We will tell you honestly whether it can be delivered as ordered, whether it needs a different vehicle or day, or whether collection would genuinely be easier.
Where an order goes straight from our supplier to your address, the same information matters even more, because we cannot re-plan it on the morning.
Re-delivery fee
If delivery cannot be completed, we record the reason and contact you to agree the next step. Any proposed re-delivery charge must be explained and agreed before rebooking; no undisclosed fee is added automatically. There is no re-delivery charge where the failure is our fault.
If you prefer collection, contact us to arrange it at a suitable branch.
Route days and lead time (production days + delivery days, shown additively)
We show lead time as two numbers, never one blended figure: the days to make your order, then the days to deliver it. You see both on the product page and again in your basket, so you can tell the difference between glass that takes a while to make and an address that takes a while to reach.
Production days build up from what you actually ordered: a base for the product type, plus additions for toughening, for oversize panels, and for holes or cut-outs. Delivery days are added on top according to your postcode — they are not folded into the production figure.
Two things move the start date. Orders placed after our daily cut-off count from the next working day, and we count working days only: weekends and England and Wales bank holidays are skipped, not quietly absorbed.
Our published day counts are indicative until confirmed. They are set by the workshop, and until they are signed off we mark any date derived from them as indicative rather than promise a date we cannot stand behind. If a date matters — a fitter booked, a site slot — ring us and we will confirm it against the actual schedule.
Delivery cost is worked out from your postcode and shown at checkout before you pay, and the figure you are shown is the figure charged. Collection from our Fulham branch is free, and we email you as soon as your order is ready; if it sits with us uncollected we send a reminder rather than leaving it there.
Unless we agree a different date with you, we deliver without undue delay and no later than 30 days after the day the contract is made, as the Consumer Rights Act 2015 requires.