Delivery & Returns
Goods are fully insured and delivered by a courier company using large vehicles so please consider access if the delivery address is in a narrow or restricted area. Glass & frames are HEAVY so the driver will require assistance with off loading to curb side. It is wise to consider any handling or access restrictions including safe handling methods.
Important: Goods must be signed for and in the unlikely event of damage or missing items, this be reported in writing by email within 3 days of delivery date, quoting the invoice number.
Please refer to individual product pages for usual lead times that vary between 4-5 working days to up to 6 weeks for some of our made to order products. We will contact you if your items are likely to be delivered significantly later than the anticipated published lead times, but you will be unable to cancel as all products are custom made to order. This rarely happens, but from time to time delays cannot be avoided for reasons outside of our control.
Consumers – your right of return & refund;
Whilst we’re confident, our products are amongst the best available, if you are a consumer you have a legal right to cancel an order and return goods within 14 days of the delivery date for any reason whatsoever even if you simply change your mind. All doors and roof lanterns are ‘made to order’ and as such are exempt from the usual 14 day return period.
You remain responsible for return shipping, so it is important you contact us for a returns authorisation number and instructions to ensure the items arrive back safely and undamaged. On receipt of the goods, they will be checked by our returns department and a full refund paid within 5 working days. Buyer pays return shipping costs.
This policy only applies to standard products and does not apply to made to order, bespoke, custom made, items modified or damaged by the customer, or that are not in re-saleable condition and is not available to businesses only individual consumers under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.