We are sorry to hear that the item you received isn't right. Whether it is a packing error or a measurement mix-up, we are here to help you get the correct glass for your stove.
What You Need to Do:
Step 1: Take Photos
To help us identify exactly what happened, please take photos showing:
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The size label attached to the clear packaging (this helps us check if the wrong item was picked).
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The item you received.
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If the size is incorrect: A photo of the glass with a tape measure against it so we can verify the actual dimensions.
Step 2: Send the Photos to Us
Please send the photos, your Order Number, and a brief description of the issue via one of the methods below:
💬 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 details to: info@stoveglassreplacement.co.uk
- We typically respond within one working day.
📱 WhatsApp
Send the photos to: https://wa.me/443302294118
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Monitoring Hours: Monday–Friday, 9am–3:30pm.
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You can message us 24/7, but we will respond during the hours above.
Step 3: We Will Resolve It
Once we receive your information, we will verify the error and explain the next steps based on the two scenarios below.
Scenario A: If We Sent the Wrong Item
If we made a picking error or sent a size that differs from your order confirmation:
✓ We will send the correct replacement immediately at no charge.
✓ We will arrange for the free return/collection of the incorrect item (if required).
✓ You will not be out of pocket.
Scenario B: If the Error Was in Ordering
If the item received matches your order, but it doesn't fit your stove (e.g., the wrong model or size was selected at checkout):
• We will help you identify the correct size needed.
• We will discuss your options for returning the item for an exchange or refund.
• We will guide you through the returns process to make it as smooth as possible.
Returns & Collections (If Required)
If the incorrect item needs to be returned because of our error:
• We will arrange a courier collection or provide a prepaid label.
• Please ensure the item is re-packaged securely in its original box.
• We will handle the costs.
Typical Resolution Timeline:
• Report issue: Day 1
• Photos reviewed: Same day (during working hours)
• Resolution plan agreed: Same day
• Correct item dispatched: Usually same or next working day (depending on the time the issue is reported)
We're Here to Help
Errors are rare, but when they happen, we take full responsibility and fix them quickly. Thank you for your patience and understanding.