Home Returns & Problems My Glass Arrived Broken - What Do I Do?

My Glass Arrived Broken - What Do I Do?

Last updated on Nov 21, 2025

We sincerely apologise that your glass has arrived damaged. We will get a replacement sent to you immediately.

What You Need to Do:

Step 1: Take One Photo
We need just one specific photo to process your replacement. Please take a picture showing:

  • The broken glass; AND

  • The size label attached to the clear packaging (that the glass is inside).

Note: Please ensure the size label is readable in the photo.

Step 2: Send the Photo to Us
Please send the photo via one of the methods below so we can arrange your free replacement:

💬 Live Chat
Our Virtual Assistant is ready to help 24/7.

  • Click the chat icon on the bottom right of any page.

📧 Email
Send your photo and order details to: info@stoveglassreplacement.co.uk

  • We typically respond within one working day.

📱 WhatsApp
Send the photo to: https://wa.me/443302294118

  • Monitoring Hours: Monday–Friday, 9am–3:30pm.

  • You can message us 24/7, but we will respond during the hours above.

Step 3: We Handle the Rest
Once we receive your photo, we will:

  1. Arrange an immediate replacement at no charge.

  2. Provide you with an expected delivery date.

  3. Keep you updated throughout the process.

Important Information:

✓ Do NOT return the broken glass – It is dangerous to handle and ship broken glass. Please dispose of it safely.
✓ No cost to you – The replacement is completely free of charge.
✓ Fast priority – We prioritise damaged goods replacements to get your stove back up and running.

Disposing of Broken Glass Safely:

  • Wear thick gloves to protect your hands.

  • Carefully place the pieces in a cardboard box.

  • Seal the box securely with tape.

  • Mark the box as "BROKEN GLASS."

  • Dispose of it according to your local council guidelines.

Why Does This Happen?

Glass is fragile, and despite our best efforts with packaging, damage can occasionally occur during transit. We continuously work with our couriers and review our packaging materials to reduce breakages.

We're Here to Help
We understand this is frustrating, and we will make it right as quickly as possible. If you have any questions, please reach out via the contact methods above.