If something has arrived damaged, isn’t what you ordered, or doesn’t look right, tell us and we’ll put it right. Please don’t attempt to fit a piece you think may be wrong or damaged.
Damaged on arrival
Report breakage or chipping within [PLACEHOLDER: X hours] of delivery. Keep the packaging and send us photographs of both the damage and the outer packaging.
Wrong size or specification
Check the piece against your order confirmation, which lists the exact dimensions, thickness, shape, edge finish and fixings we manufactured to. If it doesn’t match your confirmation, that’s on us and we’ll remake it. If the confirmation matches but the measurement was wrong, speak to us anyway; we’ll tell you honestly what your options are.
Missing items or fixings
Larger orders are sometimes split across more than one delivery. Check your confirmation first, then let us know what’s outstanding and we’ll dispatch it.
Quality concerns
Some characteristics are inherent to the material rather than faults: slight green tint on standard float glass, roller wave on toughened glass, and the deliberate variation in antique mirror finishes. If you’re unsure, send a photograph and we’ll explain what you’re seeing.
What we’ll need from you
- Your order reference.
- Photographs of the piece, ideally including something for scale.
- A short description of the problem.
We aim to respond to every problem within [PLACEHOLDER: X working hours] and to agree a resolution with you before we do anything else.