Marketplace Delivery Policy

GLAZIE is an online marketplace and merchant of record for your order. We take your payment and remain your customer-facing point of contact, while approved glass manufacturers and fulfilment partners may manufacture and deliver the goods on our behalf.

Delivery availability, price and timing depend on the products in your basket, your delivery postcode, the capabilities and published delivery terms of eligible suppliers, and available production capacity. The delivery option, charge and estimated date shown at checkout are the terms that apply to that order unless we agree a change with you.

1. How Marketplace Delivery Works

Before payment, the marketplace checks which approved suppliers can manufacture the complete basket and serve the delivery address. An eligible supplier may be selected using factors including product capability, postcode coverage, published prices, capacity, service level and other operational criteria.

Where a supplier is selected for a delivery order, that supplier's published fulfilment policy governs the delivery area, any free-delivery threshold, any minimum order requirement and the dates calculated for the order, and provides the supplier delivery amount used as the basis for delivery pricing. GLAZIE may apply a marketplace delivery uplift when calculating the customer-facing delivery charge. The final delivery charge shown at checkout before payment is the amount payable for that order. GLAZIE's own fallback delivery settings do not override a selected supplier's published fulfilment terms.

A delivery order is normally allocated to one approved supplier capable of fulfilling the complete basket. We will not split an order between different suppliers unless this is expressly agreed or a later operational issue requires a separately agreed solution.

2. Your Contract and Who Delivers

Your purchase contract is with GLAZIE LTD. We may procure manufacture and fulfilment from an approved supplier, processor or delivery partner. The fact that a third party physically makes or delivers the goods does not remove any responsibility that GLAZIE LTD has to you under the contract or applicable law.

The supplier or delivery partner may receive the delivery details reasonably required to fulfil the order and may contact you where necessary to arrange access, delivery timing or a delivery problem. Please see our Privacy Policy for more information.

3. Delivery Areas

There is no single fixed GLAZIE delivery radius. Each approved supplier chooses the postcode areas or delivery zones it makes available through the marketplace, subject to our platform checks.

Delivery availability is confirmed using the address and postcode supplied at checkout. A postcode may be serviceable for one product basket but not another because supplier capability, product size, weight, specialist processing, vehicle requirements or capacity can differ.

If no eligible supplier can deliver the complete basket to the address, delivery may be unavailable. Where marketplace fallback fulfilment is enabled, checkout may instead offer a GLAZIE-arranged delivery option. Where collection is available, checkout may offer an eligible collection point under the applicable collection terms. In every case, the fulfilment option, charge and estimated date shown before payment are the terms offered for that order.

4. Delivery Charges, Free Delivery and Minimum Orders

The final delivery charge payable by you is shown at checkout before payment and on the relevant order record or confirmation. For seller-delivered marketplace orders, the customer-facing delivery price may include a marketplace delivery uplift applied by GLAZIE to the supplier delivery amount. Delivery pricing may otherwise vary by supplier, zone, distance, order value, product type or other published fulfilment rules.

A supplier may offer free delivery above a stated qualifying order value or require a minimum order value for delivery. Where these rules apply, checkout will show the relevant threshold or minimum before payment.

Free-delivery thresholds normally apply to qualifying goods value and do not include separate service charges, storage, waiting time, failed-delivery charges, redelivery, specialist lifting or other additional services unless checkout or the order terms expressly say otherwise.

Additional charges may apply where you request a service outside the quoted standard delivery, for example a dedicated vehicle, specialist lifting, a timed delivery, additional labour, multiple delivery points or a customer-requested repeat journey. Any such charge must be agreed or otherwise lawfully due before it is added.

5. Lead Times and Estimated Delivery Dates

We do not publish one fixed lead time for all marketplace orders. Production and delivery timing is calculated from the selected supplier's published production rules, working calendar, delivery rules and available capacity, together with the products and quantities ordered.

The estimated delivery date shown at checkout or in the order confirmation is the relevant estimate for that order. Specialist, toughened, laminated, decorative, processed, oversized or otherwise complex products may take longer than standard products.

Unless we expressly confirm a guaranteed date in writing, delivery dates and time windows are estimates. We will take reasonable steps to meet them and will notify you when we become aware of a material delay.

6. When the Delivery Promise Becomes Fixed

Supplier delivery settings can change for future orders. A supplier may change its delivery zones, charges, threshold, minimum order, working days or capacity, but those later changes do not retrospectively re-price or re-date an order that has already been paid and accepted.

The marketplace records the fulfilment terms used for the paid order so that a later supplier policy update does not silently change the delivery charge or promised date.

7. Delivery Confirmation and Contact Details

We or the approved fulfilment partner may contact you by email, telephone, text message, account notification or another agreed method to confirm or coordinate delivery.

You are responsible for keeping the delivery address, postcode, contact name, mobile number, email address and access instructions accurate. Do not assume that a general estimated date is a fixed delivery appointment unless a specific appointment or window has been confirmed.

8. Standard Delivery Service

Unless checkout, the order confirmation or a written agreement states otherwise, standard delivery is to the confirmed address at ground-floor, kerbside or the nearest safe and reasonably accessible unloading point.

Standard delivery does not include installation, glazing, removal of existing glass, disposal of old units, carrying glass through a building, carrying upstairs or downstairs, lifting over walls or fences, delivery to scaffolding or roofs, crane or mechanical lifting, or extended site waiting.

Any additional service must be agreed before dispatch where reasonably possible.

9. Customer Assistance With Unloading

Glass can be large, heavy and fragile. Unless a different unloading service has been expressly included, you must provide enough physically capable people and suitable site arrangements to receive and unload the order safely.

The assistance required may depend on the dimensions, weight and quantity of glass, the distance from the vehicle to the unloading point and site conditions. If you are unsure, contact us before the delivery is dispatched.

A driver or supplier representative may assist where it is safe and within the agreed service, but standard delivery does not guarantee that the fulfiller will provide all labour required to unload unusually large or heavy units.

10. Large, Heavy or Oversized Glass

Large, heavy, oversized or difficult-to-handle products may require additional personnel, a specialist glass vehicle, mechanical lifting equipment, specialist handling equipment, protective packaging, a dedicated journey or a site-specific delivery assessment.

Where these requirements are known before payment, the applicable delivery option or charge should be shown or agreed before the order is accepted. If site information supplied by you is materially incomplete or inaccurate, additional reasonable costs may be payable before delivery can be completed.

11. Safe Vehicle Access

You must ensure that lawful and reasonably safe access is available for the delivery vehicle and personnel. Tell us before dispatch about any restriction that may affect the delivery, including narrow roads or entrances, vehicle height or weight limits, controlled parking, loading restrictions, red routes, permits, security barriers, low bridges, soft or unfinished ground, building-site rules, road closures, pedestrian areas, timed access, congestion or restricted-traffic zones.

Unless we expressly agree otherwise, you are responsible for arranging any site permit, parking suspension, loading permission, security clearance or similar access requirement needed at the delivery address.

12. Safe Unloading Area

A safe unloading area must be available when the vehicle arrives. It should be firm, reasonably level, clear of avoidable obstructions and hazards, suitable for handling glass and close enough to the vehicle for safe unloading.

The driver or fulfilment partner may refuse to unload where they reasonably believe doing so would create a material risk to people, property, the vehicle or the goods. A delivery that cannot safely be completed for a reason within your control may be treated as a failed delivery.

13. Building Sites and Commercial Premises

For a building site, factory, workshop, commercial unit or controlled premises, you must ensure that the site is expecting the delivery, access is authorised, required inductions or PPE rules have been disclosed in advance, a responsible recipient is available, the unloading area is ready and any required lifting equipment is available.

Waiting time, return or redelivery charges may apply where delivery is materially delayed because security, induction, access, equipment or the unloading area was not ready and the circumstances were within your control.

14. Someone Must Be Available to Receive the Order

A responsible adult or authorised representative must normally be present to provide access, identify the unloading point, assist where required, inspect the goods, confirm quantities and acknowledge receipt.

You may nominate an employee, installer, subcontractor, building manager, neighbour or another person to receive the order. A person present at the address who provides access and accepts the goods may reasonably be treated as authorised by you.

15. Safe-Place Deliveries

Glass will not normally be left unattended. A request to leave an order in a garage, garden, driveway, workshop, loading bay or other nominated location must be agreed in advance.

A supplier or delivery partner may refuse a safe-place request if the location is unsecured, unsuitable for upright glass storage, exposed to damage or weather, inaccessible without entering an unattended property, unsuitable for the size or weight of the order, or otherwise unsafe.

Where an unattended delivery is expressly agreed at your request, the agreed location will be treated as the delivery point. Photographic or electronic evidence may be used to record delivery.

16. Failed Delivery and Redelivery

A delivery may be unsuccessful where nobody is available, the recipient cannot be contacted, the address is wrong or incomplete, access is blocked or unlawful, required permissions are missing, the unloading area is unsafe, agreed unloading assistance or equipment is unavailable, delivery is unjustifiably refused, or another customer-controlled condition prevents completion.

Where a delivery fails for a reason within your control, the goods may be returned to the supplier or another secure location. A reasonable redelivery, waiting, return, storage, handling or specialist transport charge may be payable before another attempt is arranged.

A failed delivery does not by itself cancel a correctly manufactured made-to-measure order or create a change-of-mind refund right.

17. Delays and Rescheduling

Delivery may be delayed or rescheduled because of manufacturing or quality-control issues, remanufacture, material or specialist processing delays, equipment failure, vehicle breakdown, driver or staff absence, severe weather, unsafe road or site conditions, road closures, traffic disruption, industrial action or other circumstances outside reasonable control.

We will take reasonable steps to notify you and arrange a revised date where necessary. Consumer statutory rights relating to late delivery remain unaffected.

18. Changes to the Delivery Address

Ask us as early as possible if the delivery address changes. We cannot guarantee that an address can be changed after an order has been accepted, routed, manufactured, loaded or dispatched.

A new postcode may fall outside the selected supplier's delivery area, change the delivery charge or date, require a different vehicle or make the existing fulfilment arrangement impossible. In that situation we may need to agree a revised fulfilment arrangement, re-quote the delivery, or where lawful and appropriate cancel and refund the affected order rather than silently assign different terms.

Do not ask a driver to deliver to a different address without prior authorisation.

19. Split or Multiple Deliveries

Orders are normally delivered when the agreed goods are ready. A partial, split or multiple delivery must be agreed in advance.

Additional delivery or handling charges may apply where you ask us to divide an order, deliver to multiple addresses or make an additional journey. Where we choose to split a delivery because of a matter within our responsibility, we will not impose an additional charge unless there is a lawful and separately agreed reason.

20. Third-Party Delivery Providers

An approved supplier may use its own vehicle, personnel or an approved delivery provider. Where fulfilment is arranged through the GLAZIE order, your rights against GLAZIE LTD are not reduced merely because a supplier or courier physically performs the delivery.

If a business customer independently appoints its own courier or transport provider, separate risk and collection arrangements may apply from the point at which the goods are handed to that provider. Any customer-appointed carrier must use a vehicle, rack, restraints and handling method suitable for glass.

21. Inspection on Delivery

Please inspect the order as fully as reasonably possible when it arrives. Check the number of units, labels, visible dimensions where practical, glass type and pattern, obvious processing or decorative details, and visible cracks, chips, scratches or transport damage.

Record any visible shortage, damage or discrepancy on the delivery record where possible, take photographs before the goods are moved or installed, and contact us promptly. Signing for delivery confirms receipt but does not remove any statutory right relating to a defect that could not reasonably have been identified at delivery.

22. Proof of Delivery

Delivery may be evidenced by a signed note, electronic signature, recipient name, delivery photograph, timestamp, GPS information, email or text confirmation, supplier delivery record or another reasonable fulfilment record.

23. Responsibility and Risk After Delivery

For consumer orders, risk passes in accordance with applicable consumer law when the goods come into your physical possession or the physical possession of a person you identified to receive them.

For business orders, risk normally passes when the goods are delivered to the agreed delivery point and accepted by you or your employee, agent, contractor or authorised recipient, subject to any separately agreed trade terms.

After risk has passed, you are responsible for safe movement from the delivery point, storage, protection from impact, site handling, security, alteration, processing and installation. Nothing in this policy excludes liability that cannot lawfully be excluded.

24. Storage After Delivery

Glass should be stored upright, securely supported and restrained, separated to prevent glass-to-glass contact and protected from impact, moisture, construction work, tools, debris and site traffic. Do not lay units flat or lean them against unstable objects.

We are not responsible for damage caused after risk has passed by unsuitable storage, mishandling, site conditions, alteration or incorrect installation.

25. Faulty, Damaged or Incorrect Goods

Made-to-measure status does not remove applicable rights where goods are faulty, damaged before risk passes, misdescribed, not of satisfactory quality or not manufactured to the accepted specification.

Contact us with the order number, affected unit reference, a description of the issue and clear photographs or videos. Keep the goods safely stored and, where reasonably possible, do not install, alter or dispose of the affected item until we have had a reasonable opportunity to assess it.

Depending on the circumstances and applicable rights, a remedy may include repair, remanufacture, replacement, price reduction or refund. Please also see our Returns, Cancellations and Replacements Policy.

26. Installation Scheduling

Do not commit installers, cranes, scaffolding, access equipment or other dependent work solely on an estimated delivery date. Where reasonably possible, wait until the complete order has arrived and been inspected before committing non-refundable installation costs.

This does not limit any right to recover losses where the law provides such a remedy.

27. Trade Customers

Trade customers must ensure that employees, subcontractors, installers, site managers and other recipients understand the delivery requirements applying to the order. Any separately agreed written trade or supply terms apply alongside this policy and take priority where they expressly conflict, to the extent permitted by law.

28. Consumer Rights

Nothing in this Delivery Policy excludes or restricts a consumer right or remedy that cannot lawfully be excluded or restricted. Made-to-measure goods may be exempt from ordinary change-of-mind cancellation rights, but consumers retain applicable rights for faulty, damaged, misdescribed or incorrectly supplied goods and for delivery obligations under applicable law.

29. Contacting Us About Delivery

Contact us if you need help with delivery availability, an address change, access restrictions, an authorised recipient, a large or heavy order, specialist unloading, a failed delivery, delay, damage or another delivery issue.

Please quote your order number. Email sales@glazie.co.uk or call 0208 064 3994.

30. Policy Updates

We may update this policy as the marketplace, supplier network, fulfilment services, safety requirements or law change. The version made available when your contract is formed normally applies to that order, unless a later change is required by law, is agreed with you or concerns an immediate health and safety requirement.