Delivery

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 either branch if kerbside does not suit you.

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.

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.

If we cannot deliver — nobody there, no help available for a two-person panel, or access that turns out not to work — the driver records the reason and we book a re-delivery.

We do not apply a re-delivery charge automatically. There is no fee sitting in the system waiting to be added to your order. Where a repeat trip is down to something on your side, we will talk to you and agree any charge before we re-book, so nothing appears on an invoice you have not seen coming.

If the failed delivery was our fault, there is no charge and we will get it to you as quickly as we can.

You can always switch to collecting from a branch instead, which is free.

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 either 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.