Glass Delivery Policy

Standard local delivery costs £47 for qualifying orders below £1,000 and is free for qualifying orders of £1,000 or more. It is available to eligible addresses within approximately five miles of our Barking workshop. Typical lead times are three to five working days for standard units and five to seven working days for specialist units. Standard delivery is ground-floor, kerbside or nearest safely accessible delivery only.

Delivery eligibility, charges and dates are confirmed during checkout or on an accepted quotation. Please tell us about access restrictions and unloading requirements before dispatch.

Local Delivery from Our Barking Workshop

We offer professional delivery of made-to-measure sealed glass units from our manufacturing facility in Barking, East London.

Our standard local delivery service is available to eligible addresses within approximately five miles of our workshop:

Unit 1
113 River Road
Balmoral Trading Estate
Barking, London
IG11 0EG

Delivery availability is determined by the delivery postcode, vehicle access, order size, glass dimensions and safe unloading requirements.

An address being geographically within five miles does not automatically guarantee that standard delivery is available. Restrictions may apply where access is unsuitable for our vehicle or where an order requires specialist transport or handling.

Delivery Charges

Orders under £1,000

A standard local delivery fee of £47 per delivery applies to orders with a qualifying value below £1,000.

Orders of £1,000 or more

Standard local delivery is free for qualifying orders with a value of £1,000 or more.

Calculating the qualifying order value

Eligibility for free delivery will be determined using the qualifying order value shown during checkout or on the accepted quotation.

Unless otherwise stated, the following do not count towards the £1,000 free-delivery threshold:

• Delivery charges;
• Storage charges;
• Redelivery charges;
• Specialist lifting charges;
• Failed-delivery charges; and
• Other service or handling charges.

Free delivery applies only to our standard local delivery area and service. Additional charges may still apply for oversized glass, specialist transport, difficult access, timed deliveries, multiple delivery points or additional labour.

Standard Delivery Area

Our standard delivery area covers eligible addresses within approximately five miles of our Barking manufacturing facility. Delivery eligibility is confirmed using the delivery address and postcode provided with the order.

Customers must provide a complete and accurate delivery address, including:

• Building or business name;
• Unit number;
• Street address;
• Postcode;
• Contact name;
• Mobile telephone number;
• Access instructions; and
• Details of any vehicle, parking or site restrictions.

We are not responsible for delivery problems caused by an incomplete, inaccurate or outdated address supplied by the customer.

Estimated Production and Delivery Times

Standard sealed glass units

For standard sealed units that do not contain toughened, laminated, decorative or specialist glass: approximately three to five working days.

Toughened, decorative or specialist glass units

For toughened, laminated, obscured, decorative, leaded, Georgian bar, shaped, processed or otherwise specialist units: approximately five to seven working days.

Some specialist products may require longer. Where this applies, an estimated lead time will be confirmed separately.

When the Lead Time Begins

A delivery lead time normally begins only after:

• We have accepted the order;
• Full payment or an approved trade-account arrangement is in place;
• All measurements and specifications have been provided;
• Required drawings or templates have been approved;
• Any manufacturing queries have been resolved; and
• The order is ready to enter production.

Requests to change dimensions, specifications, glass types, decorative layouts, delivery addresses or other order details may extend or restart the lead time.

Working days exclude Saturdays, Sundays, public holidays and any notified workshop closure periods.

Estimated Delivery Dates

Production and delivery dates are estimates unless we expressly confirm a guaranteed delivery date in writing.

An estimated date may change because of:

• Material availability;
• Specialist processing requirements;
• Manufacturing capacity;
• Quality-control issues;
• A failed inspection requiring remanufacture;
• Equipment failure;
• Vehicle breakdown;
• Staff absence;
• Road closures or severe congestion;
• Adverse weather;
• Supplier disruption; or
• Other circumstances outside our reasonable control.

We will try to notify the customer as soon as reasonably possible when a significant delay becomes known.

Delivery Confirmation

We will normally contact the customer when an order is ready to be scheduled for delivery. A delivery may be confirmed by email, telephone, text message, online account notification or another agreed communication method.

The customer is responsible for ensuring that the telephone number and email address supplied with the order remain correct and are monitored. Customers must not assume that an estimated date is a confirmed delivery appointment.

Delivery Days and Times

Deliveries are normally made during our operating and delivery hours. Unless a specific delivery window has been agreed in writing, delivery may take place at any reasonable time during the confirmed delivery day.

We may provide an estimated delivery window, but traffic, route changes, previous deliveries and operational conditions may affect the actual arrival time.

A request for any of the following must be agreed in advance and may incur an additional charge:

• A fixed arrival time;
• An early-morning delivery;
• An afternoon-only delivery;
• A narrow timed delivery window;
• A weekend delivery; or
• An out-of-hours delivery.

Delivery Service Level

Unless otherwise agreed in writing, our standard delivery service is ground-floor, kerbside or nearest safely accessible delivery only.

Our driver will deliver the order to the nearest safe and reasonably accessible unloading point.

Standard delivery does not include:

• Carrying glass through a building;
• Carrying units upstairs or downstairs;
• Transporting glass through a property;
• Lifting glass over fences or walls;
• Delivering to roofs, scaffolding or elevated work areas;
• Removing doors, gates or obstructions;
• Crane or mechanical lifting;
• Installation;
• Glazing work;
• Removal of existing glass;
• Disposal of old units; or
• Extended waiting while a site is prepared.

Any additional service must be discussed and agreed before dispatch.

Customer Assistance with Unloading

Unless otherwise agreed, the customer must provide enough physically capable people to safely receive and unload the order.

The number of people required will depend on:

• The dimensions of the glass;
• The weight of each unit;
• The number of units;
• The distance from the vehicle to the agreed unloading point; and
• Conditions at the delivery location.

Our driver may assist with unloading where it is reasonably safe to do so, but standard delivery does not guarantee that enough of our personnel will be present to unload large or heavy units without customer assistance.

Customers should ask us before delivery when they are uncertain about the approximate weight or handling requirements of an order.

Large, Heavy or Oversized Glass Units

Orders containing large, heavy, oversized or difficult-to-handle glass may require:

• Additional delivery personnel;
• A specialist glass vehicle;
• Mechanical lifting equipment;
• Specialist glass-handling equipment;
• A dedicated delivery;
• Additional protective packaging; or
• A site-specific delivery assessment.

Additional charges may apply. Where reasonably possible, these charges will be identified and agreed before dispatch.

If information supplied by the customer is inaccurate or site conditions differ materially from those described, additional charges may become necessary before delivery can be completed.

Safe Access Requirements

The customer must ensure that there is safe and lawful access for our delivery vehicle and personnel. Before delivery, the customer should tell us about:

• Narrow roads or entrances;
• Width, height or weight restrictions;
• Controlled parking zones;
• Loading restrictions;
• Red routes;
• Permit requirements;
• Security barriers or gates;
• Low bridges or overhanging structures;
• Soft, uneven or unfinished ground;
• Building-site restrictions;
• Road closures;
• Pedestrian-only areas;
• Time-limited access;
• Congestion-charge or restricted-traffic zones; and
• Any other circumstance that may affect delivery.

The customer is responsible for arranging any necessary access, parking suspension, loading permission, security clearance or site permit unless we have expressly agreed otherwise.

Safe Unloading Area

A safe unloading area must be available when our vehicle arrives. The delivery point must be reasonably:

• Level;
• Firm;
• Clear of obstructions;
• Free from avoidable trip hazards;
• Suitable for handling glass;
• Protected from moving vehicles where appropriate; and
• Close enough to the vehicle for safe unloading.

Our driver may refuse to unload where they reasonably believe that doing so would endanger a person, vehicle, building or the glass. A refusal to unload for legitimate safety reasons may be treated as a failed delivery.

Building Sites and Commercial Premises

For delivery to a building site, workshop, factory, commercial unit or controlled premises, the customer must ensure that:

• Site management is expecting the delivery;
• Access has been authorised;
• Any induction requirements have been communicated in advance;
• Suitable personal protective equipment requirements have been disclosed;
• A responsible person is available to receive the goods;
• The unloading area is ready;
• Required lifting equipment is available; and
• Any site-specific delivery rules have been provided before dispatch.

Delays caused by site induction, security clearance, unavailable equipment or an unprepared unloading area may result in waiting-time or redelivery charges.

Someone Must Be Available to Receive the Order

A responsible adult or authorised representative must be present at the delivery address to:

• Provide access;
• Direct the driver to the agreed unloading point;
• Assist with unloading where required;
• Inspect the goods;
• Confirm the quantities received; and
• Sign or otherwise acknowledge receipt.

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

Delivery to a Safe Place

Glass units will not normally be left unattended. A request to leave an order in a garage, garden, driveway, workshop, loading bay or another nominated location must be agreed by us before delivery.

We may refuse a safe-place request where:

• The location is unsecured;
• The ground is unsuitable;
• The glass cannot be safely supported upright;
• The units may be exposed to damage or weather;
• Access requires entry into an unattended property;
• The order is too large or heavy; or
• Leaving the order would create a health and safety risk.

Where we agree in writing to leave goods unattended at the customer’s specific request, the agreed delivery location will be treated as the delivery point. Photographic evidence may be taken to record delivery.

Failed Delivery

A delivery may be treated as unsuccessful where:

• Nobody is available to accept the order;
• The customer or authorised recipient cannot be contacted;
• The address is incorrect or incomplete;
• Access is blocked or unsuitable;
• Required permits or permissions have not been arranged;
• The unloading area is unsafe;
• The customer has not provided sufficient unloading assistance;
• Required lifting equipment is unavailable;
• The recipient refuses delivery without a valid reason;
• Site personnel prevent access;
• The driver would have to breach parking, traffic or safety rules; or
• Delivery cannot reasonably be completed for a reason within the customer’s control.

The goods may be returned to our Barking facility. A reasonable redelivery charge, together with any applicable storage, waiting-time or specialist transport charge, may be payable before another delivery is arranged.

A failed delivery does not cancel the order or entitle the customer to a refund for correctly manufactured custom-made goods.

Waiting Time

Standard delivery includes a reasonable amount of time for access, inspection and unloading.

Additional charges may apply where our driver or vehicle is kept waiting because:

• The recipient is not ready;
• Access has not been arranged;
• The unloading area is obstructed;
• Site personnel or equipment are unavailable;
• The order cannot be promptly inspected;
• Paperwork or security clearance is incomplete; or
• The customer requests an extended delay.

Where possible, applicable waiting-time charges will be communicated before or during the delivery. Our driver may leave and classify the delivery as unsuccessful if waiting would unreasonably disrupt other scheduled deliveries.

Inspection on Delivery

The customer or authorised recipient must inspect the delivery as fully as reasonably possible before or during unloading. The inspection should include:

• Number of units;
• Unit labels;
• Overall dimensions where practical;
• Glass specification;
• Spacer-bar colour;
• Glass type and pattern;
• Georgian bars, leadwork or decorative details;
• Visible cracks, chips or scratches;
• Edge damage;
• Broken units;
• Unit orientation;
• Holes, notches and cut-outs; and
• Any obvious discrepancy from the order.

Please allow the driver a reasonable opportunity to record any reported problem.

Reporting Visible Damage or Shortages

Visible damage, missing units or obvious discrepancies should be reported to the driver immediately and recorded on the delivery paperwork or electronic proof of delivery.

The customer should:

• Describe the issue clearly;
• Identify the affected unit;
• Take clear photographs;
• Photograph the label where present;
• Avoid installing or altering the affected unit; and
• Contact us as soon as possible.

Writing “unchecked” on a delivery note does not remove the customer’s responsibility to inspect the order as soon as reasonably possible.

Failure to report clearly visible transit damage at delivery may make it more difficult for us to investigate how and when the damage occurred. However, this does not remove any legal right that cannot lawfully be excluded.

Concealed Defects

Some manufacturing faults or internal sealed-unit defects may not be reasonably visible during delivery. A suspected concealed defect should be reported as soon as reasonably possible after discovery.

The customer should provide:

• The order number;
• The unit reference or label;
• A description of the problem;
• Clear photographs or videos;
• The date the problem was discovered; and
• Details of whether the unit has been installed, handled or modified.

We may need a reasonable opportunity to inspect the affected unit before determining the appropriate remedy.

Proof of Delivery

Receipt may be recorded by:

• A signed delivery note;
• An electronic signature;
• The recipient’s printed name;
• A delivery photograph;
• GPS or timestamp information;
• Email or text confirmation; or
• Another reasonable delivery record.

The person accepting delivery should note visible damage, shortages or discrepancies before confirming receipt.

Responsibility and Risk After Delivery

For consumer orders, responsibility for the goods passes in accordance with applicable consumer law when the goods come into the physical possession of the customer or a person identified by the customer to receive them.

For trade and business orders, risk normally passes when the order is delivered to the agreed delivery point and accepted by the customer, its employee, agent, contractor or authorised recipient, subject to the applicable order terms.

After risk has passed, the customer is responsible for:

• Safe unloading where undertaken by the customer;
• Movement from the delivery point;
• Proper storage;
• Protection from impact;
• Site handling;
• Security;
• Alteration;
• Processing; and
• Installation.

Nothing in this policy excludes liability that cannot lawfully be excluded.

Storage After Delivery

Glass units must be stored carefully until installation. Units should be:

• Kept upright;
• Properly supported;
• Restrained against falling;
• Stored on appropriate blocks or supports;
• Separated to prevent glass-to-glass contact;
• Protected from impact;
• Kept in a dry, secure and suitable location; and
• Protected from construction work, tools, debris and site traffic.

Units should not be laid flat or leaned against unstable objects. We are not responsible for damage caused after delivery by unsuitable storage, mishandling, site conditions, alteration or incorrect installation.

Customer-Supplied Measurements and Specifications

Glass units are manufactured according to the measurements and specifications accepted with the order. The customer is responsible for checking:

• Width and height;
• Unit thickness;
• Glass composition;
• Safety-glass requirements;
• Toughened or laminated specification;
• Obscure-glass pattern;
• Coating orientation;
• Spacer-bar details;
• Georgian-bar or lead layouts;
• Hole and cut-out positions;
• Shape drawings or templates; and
• Delivery-address details.

Where we manufacture the goods correctly according to customer-supplied information, we are not responsible if the units do not fit because that information was incorrect or incomplete. This does not apply where the goods differ from the specifications accepted by us.

Installation Scheduling

Customers should not schedule installers, tradespeople, access equipment or other dependent work until:

• The complete order has been delivered;
• All units have been counted;
• The units have been inspected;
• The specification has been checked; and
• Any reported issue has been resolved or appropriately planned for.

Manufacturing and delivery can occasionally be affected by unexpected delays or the need to remake a unit following quality inspection. Subject to applicable law, we are not responsible for avoidable installation costs booked before the order has been received and checked.

Delayed or Rescheduled Deliveries

We may need to delay, reschedule or cancel a delivery appointment because of:

• A manufacturing or quality-control issue;
• A damaged unit requiring remanufacture;
• Vehicle breakdown;
• Driver unavailability;
• Severe weather;
• Unsafe road or site conditions;
• Road closures;
• Traffic disruption;
• Supplier delays;
• Equipment failure; or
• Circumstances outside our reasonable control.

We will try to provide reasonable notice and arrange another delivery date. A cancelled delivery appointment does not mean that the underlying custom-made order has been cancelled.

Liability for Delays

We will take reasonable care to manufacture and deliver orders within the estimated timeframe. However, estimated delivery dates are not guaranteed unless expressly confirmed as guaranteed in writing.

For business customers, we will not be responsible for indirect or consequential losses arising from a delay, including loss of profit, loss of a contract, installer waiting time or site downtime, except where such liability cannot lawfully be limited.

For consumer customers, nothing in this policy restricts rights or remedies that cannot lawfully be restricted.

Changes to the Delivery Address

A request to change the delivery address must be made before dispatch. We cannot guarantee that an address can be changed after the order has been routed, loaded or dispatched.

Changing the address may:

• Alter delivery eligibility;
• Increase the delivery charge;
• Affect the delivery date;
• Require a different vehicle; or
• Move the address outside the standard delivery area.

The customer must not ask a driver to deliver to a different address without our prior authorisation.

Split and Multiple Deliveries

We will normally deliver an order when all units are ready. A customer may request a partial or split delivery, but this must be agreed in advance.

Additional delivery or handling charges may apply where:

• An order is divided into multiple deliveries at the customer’s request;
• Goods are sent to different addresses;
• Part of an order is urgently required before the remaining units are ready; or
• A repeat journey is needed for reasons outside our control.

Where we choose to split an order because of a manufacturing issue or another matter within our responsibility, any additional charge will be considered according to the circumstances and applicable rights.

Deliveries Outside the Standard Five-Mile Area

Delivery outside our standard local area may be available for:

• Regular trade customers;
• Larger-value orders;
• Larger-volume orders;
• Scheduled trade delivery routes; or
• Orders where specialist delivery can be arranged.

These deliveries are individually assessed and quoted. The price may depend on:

• Distance;
• Travel time;
• Congestion and toll charges;
• Order value;
• Number of units;
• Glass dimensions and weight;
• Vehicle requirements;
• Number of delivery personnel;
• Access conditions; and
• Whether a dedicated journey is required.

Free local delivery thresholds do not automatically apply to addresses outside the standard delivery area. Please contact us before ordering to confirm availability and receive a tailored quotation.

Third-Party Couriers

Where we arrange and control the courier or delivery provider, responsibility for the goods will pass in accordance with the applicable customer type and law.

Where a business customer independently appoints its own courier or transport provider, separate risk provisions may apply from the point at which the goods are handed to that provider.

Any customer-appointed courier must:

• Be experienced in transporting glass;
• Use a suitable vehicle and glass rack;
• Carry the units upright;
• Use appropriate restraints and protection;
• Follow workshop safety procedures; and
• Inspect the goods when taking possession.

We may refuse to release glass to an unsuitable or unsafe transport provider.

Faulty, Damaged or Incorrect Goods

The fact that a product was made to measure does not remove applicable rights where it is:

• Faulty;
• Damaged before responsibility passes;
• Not as described;
• Not of satisfactory quality; or
• Not manufactured according to the specification accepted by us.

Customers must give us a reasonable opportunity to assess a reported problem. Depending on the circumstances and applicable rights, a remedy may include:

• Repair;
• Remanufacture;
• Replacement;
• Price reduction; or
• Refund.

The appropriate remedy will depend on the nature of the issue, whether the order is a consumer or business transaction and the relevant contractual and statutory rights.

We are not responsible for problems caused by:

• Incorrect customer measurements;
• Incorrect customer specifications;
• Damage after delivery;
• Improper unloading;
• Unsuitable storage;
• Site impact;
• Alteration by another person;
• Incorrect installation; or
• Use inconsistent with the product’s intended purpose.

Cancellations and Custom-Made Goods

Most glass units we supply are manufactured to individual measurements and specifications. Custom-made units generally cannot be cancelled or returned simply because the customer:

• Changes their mind;
• No longer needs the units;
• Supplied incorrect measurements;
• Ordered the wrong specification;
• Cannot arrange installation;
• Is unavailable to receive delivery; or
• Experiences a change in project requirements.

Once production or specialist material procurement has begun, cancellation or amendment may not be possible. Where a cancellation request is received before production begins, we may consider whether cancellation is possible and whether any reasonable costs have already been incurred.

Custom-made status does not affect applicable rights relating to faulty, damaged, misdescribed or incorrectly manufactured goods.

Refusal of Delivery

A customer should not refuse an entire order solely because one unit appears to have an issue, unless refusing the order is reasonably justified under applicable legal or contractual rights.

Where possible:

• Accept the unaffected units;
• Record the affected unit;
• Take photographs;
• Mark the delivery record; and
• Contact us promptly.

We may arrange inspection, remanufacture or another appropriate remedy for the affected unit. Nothing in this section limits a consumer’s legal right to reject goods where that right applies.

Abusive or Unsafe Conduct

We may stop or refuse a delivery where a customer, site representative or other person:

• Threatens or abuses delivery personnel;
• Demands an unsafe unloading method;
• Attempts to enter or interfere with the vehicle;
• Refuses to comply with reasonable safety instructions; or
• Creates an immediate health and safety risk.

The delivery may then be treated as unsuccessful, and reasonable redelivery charges may apply.

Trade Customers

Trade-account customers must ensure that their employees, subcontractors, installers, site managers and other authorised recipients understand this policy. The trade customer remains responsible for:

• Providing accurate delivery details;
• Arranging safe access;
• Supplying suitable unloading assistance;
• Informing us of site restrictions;
• Inspecting the order;
• Reporting problems promptly; and
• Paying applicable delivery, waiting, storage or redelivery charges.

Any separately agreed trade-account or supply terms will apply alongside this policy. Where there is a conflict, the specifically agreed terms will take priority to the extent permitted by law.

Consumer Rights

Nothing in this delivery policy is intended to exclude or restrict a consumer right or remedy that cannot lawfully be excluded or restricted.

Custom-made goods may be exempt from ordinary change-of-mind cancellation rights, but customers retain applicable rights where goods are faulty, damaged, misdescribed or incorrectly manufactured.

Contacting Us About a Delivery

Please contact us before dispatch if you need to:

• Confirm whether your address is within the delivery area;
• Notify us of access restrictions;
• Change your delivery address;
• Arrange an authorised recipient;
• Request a timed delivery;
• Discuss large or heavy units;
• Arrange specialist unloading;
• Request delivery outside the five-mile area; or
• Report a problem with a delivered order.

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

Policy Updates

We may update this delivery policy to reflect changes in our delivery service, charges, operational procedures, safety requirements or applicable law.

The version applying to an order will normally be the version provided or made available when that order was placed, unless a later change is required by law or relates to immediate health and safety requirements.