Home Ordering & Products What are your business hours and how can I contact you?

What are your business hours and how can I contact you?

Last updated on Nov 21, 2025

Our website is open for orders 24 hours a day, 7 days a week.

For customer support, we operate a hybrid system: our Virtual Assistant is available 24/7 to handle most common queries immediately, while our UK-based support team operates during standard business hours.

1. PRIMARY SUPPORT: Live Chat (Available 24/7)
This is the fastest way to get answers. Our Virtual Assistant manages our Live Chat system and can help you immediately with:
✓ Order tracking and status.
✓ Delivery updates.
✓ Product information.
✓ Common questions.

  • Availability: 24 Hours a Day / 7 Days a Week.

  • How to use: Click the chat icon on the bottom right of any page.

  • Need a Human? If the Virtual Assistant cannot resolve your query, it will take your details and pass them to a human agent to resolve as soon as the office opens.

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2. OFFICE HOURS (Email, WhatsApp & Phone)
If you need to speak to a member of our team directly, our office hours are:

  • Monday – Friday: 9:00 AM – 3:30 PM

  • Saturday – Sunday: Closed

  • Bank Holidays: Closed

Note: If you contact us outside these hours, we will respond as soon as the office reopens.

3. UK WAREHOUSE & DISPATCH HOURS
Our fulfillment team works longer hours to ensure your glass is cut and shipped on time.

  • Monday – Friday: 8:00 AM – 5:00 PM

Note: While the warehouse operates until 5pm, phone lines close at 3:30pm. If you have an urgent dispatch query after 3:30pm, please use Email or Live Chat.

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SEASONAL CLOSURE (Christmas & New Year)

Please be aware: Like much of the stove industry, our workshop and warehouse close for an extended period over the festive season.

  • Typical Closure: Approx. 1.5 – 2 weeks (covering Christmas and New Year).

  • Ordering: You can still place orders during this time.

  • Dispatch: Orders placed during the shutdown will be processed on a "first-in, first-out" basis immediately when we reopen in January.

We always publish specific dates on our website homepage closer to December.

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OTHER CONTACT METHODS

If the Live Chat cannot resolve your query, please use one of the following:

Option 2: EMAIL (Best for Documentation)
📧 info@stoveglassreplacement.co.uk

Best for:
✓ Sending detailed measurements.
✓ Forwarding documentation or diagrams.
✓ Non-urgent queries that require investigation.
✓ Response time: Usually within 2–4 hours (during business hours).

Option 3: WHATSAPP (Best for Photos)
📱 https://wa.me/443302294118

Best for:
✓ Sending photos of your stove/glass quickly from your mobile.
✓ Checking order status on the go.

Option 4: PHONE
📞 0330 229 4118

Best for:
✓ Complex technical discussions.
✓ Customers who prefer voice contact.
✓ Availability: Mon-Fri, 9am – 3:30pm.

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WHAT TO INCLUDE WHEN CONTACTING US

To help us answer you faster, please include:

  1. Your Name

  2. Order Number (if you have one)

  3. Photos (if enquiring about a specific part or damage)

  4. A brief description of your query

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BANK HOLIDAYS

We are closed on all standard UK Bank Holidays, including:
• New Year's Day
• Good Friday & Easter Monday
• Early May Bank Holiday
• Spring Bank Holiday
• Summer Bank Holiday
• Christmas Day & Boxing Day

Any orders placed on a Bank Holiday will be processed on the next working day.