Delivery & Tracking

How long does delivery take for stove glass?

Most standard stove glass orders are delivered within 1–3 working days. However, the exact timeframe depends on whether your glass is a standard size or a custom cut. Below is the step-by-step timeline of what happens from the moment you place your order to the moment it arrives. Stage 1: Order Confirmation Once you place your order, you will receive an immediate order confirmation email. • This confirms that we have received your order. • Your details are now securely in our system. Stage 2: Order Preparation Next, you will receive a "Processing / Being Prepared" email. This means everything is in motion. • Standard Glass: Usually cut and packed within 1–2 working days. Stage 3: The "Quiet Period" After your processing email, there may be 1–2 days of silence. • Don't worry — this is normal. • Your glass is moving through the workshop and being handed over to the courier. • We do not send additional emails during this period to avoid flooding your inbox unnecessarily. Stage 4: Delivery Day On the morning of your delivery, you will receive an SMS text from your courier (DPD or DX) to the mobile number provided at checkout. The SMS will include: ✓ Your 1-hour delivery window ✓ Options to leave with a neighbor ✓ Options to leave in a safe place ✓ Ability to change the delivery date Special Note for Regional Orders: Orders to the UK Highlands, Islands, and Northern Ireland may be shipped via Royal Mail. This service provides delivery confirmation but does not typically include the day-of-delivery SMS update. Summary of Delivery Times: These are typical timeframes based on working days (Mon-Fri): - Standard Glass: 1–3 working days from order to delivery. - Northern Ireland: Typically 2–4 working days. - Isle of Man: Usually 1–3 working days. Note: Orders placed after 2pm or on bank holidays may take longer. Important Recommendations: ⚠️ Do NOT book a fitter yet Please wait until you have physically received and inspected your glass before booking a tradesperson. ⚠️ Need it faster? If you have a specific deadline or an emergency, please contact us immediately. We can often prioritise your order and select the fastest courier option. Need to Check Your Status? If you haven't received a text or need to check your order, reach out via: 💬 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 query to: info@stoveglassreplacement.co.uk - We typically respond within one working day. 📱 WhatsApp Message us at: 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. Next Steps: While you wait for your delivery, why not check out our Fitting Guide? It contains everything you need to know so you are ready to go as soon as your glass arrives.

Can I change my delivery address after ordering?

Yes, but speed is critical. The sooner you contact us, the more likely we can change it. If You've Just Ordered (Within 1-2 Hours): ✓ Very likely we can change it Contact us immediately with: • Your order number • Your name • The NEW delivery address (full address including postcode) We can update the address before your order is dispatched. If Ordered Yesterday or Earlier: ⚠️ May be possible, depends on dispatch status Contact us with the same information above. We will: 1. Check if the order has been dispatched 2. If not dispatched: Update address in our system 3. If dispatched: Contact logistics to intercept if possible If Already Dispatched: ⚠️ Difficult but we'll try Once the order is in the courier network, options are limited: • We can contact our logistics team • They may be able to intercept with DPD • DPD sometimes allows recipient to change address via their app • If too late to intercept, may return to sender and we'll reship How to Contact Us for Address Changes: Fastest methods – contact us immediately if you need to change your delivery address: 💬 Live Chat – Our 24/7 Virtual Assistant is ready to help - Click the chat icon on any page 📧 Email – info@stoveglassreplacement.co.uk What We Need: 1. Order number (starts with #...) 2. Name on order 3. NEW full delivery address 4. Best contact number To Avoid This Issue: ✓ Double-check delivery address before completing checkout ✓ Ensure postcode is correct ✓ Include any special delivery instructions at checkout ✓ Provide a mobile number for delivery updates DPD Delivery Options: If the order has already been dispatched, you may be able to: • Redirect to a DPD Pickup shop • Change delivery date • Leave in a safe place • Deliver to a neighbor These options will be available in the DPD text message you receive on delivery morning.

Where is my order? How do I track my delivery?

1. If You Provided a Mobile Number - You’ll receive an SMS on the morning of delivery with: • Your 1-hour delivery window • A link to track your parcel in real-time - Simply click the link to view your delivery status. 2. If You Didn’t Provide a Mobile Number Contact us and we’ll provide: • Tracking number • Expected delivery date • Direct link to track your parcel 3. Checking Your Order Status - Within 24 hours of ordering: Your order is likely being prepared. Typical process: • Day 1: Order received and processed • Day 2–3: Delivered - Ordered 3 working days ago: Your order should be dispatched or with the courier. Contact us for tracking. - Ordered 4+ working days ago: Your order should have been delivered. If not: • Check with neighbors • Check safe places around your property • Check reception if a business address • Contact us immediately 4. Tracking Not Updating - Some remote areas via Royal Mail may only update on delivery - No live tracking available - Typical delivery: 1–3 working days 5. What We Need to Help Provide any of the following to help us locate your order: • Order number • Name on the order • Email address used at checkout • Delivery postcode 6. Delivery Issues - Tracking shows delivered but not received: • We request a delivery photo from the courier • Check delivery location • Investigate and resolve - Tracking hasn’t updated in days: • We contact our dispatch team/courier • Get current status • Escalate if stuck in transit 7. Contact Methods 💬 Live Chat – Our 24/7 Virtual Assistant is ready to help - Click the chat icon on any page 📧 Email – info@stoveglassreplacement.co.uk - We typically respond within one working day 📱 WhatsApp – https://wa.me/443302294118 - Available Monday–Friday, 9am–3:30pm 📞 Phone – 0330 229 4118 - Available Monday–Friday, 9am–3:30pm

Where Do You Deliver? (UK, Islands & International)

Yes, we deliver to all UK areas and most international locations. Whether you are in London, the Scottish Highlands, the Isle of Man, or even Australia we can get your glass to you. However, delivery times and couriers may vary depending on your location. 1. Scotland (Mainland) ✓ Service: Standard Courier (DPD/DX). ✓ Timeframe: Typically 1–2 working days (Same as England & Wales). ✓ Cost: Usually no additional charge. 2. Scottish Highlands & Islands Due to the remote nature of these locations, couriers often charge a surcharge or take longer to arrive. ⚠️ Important: Delivery costs vary based on your specific postcode and order value. - Affected Areas: Outer Hebrides, Orkney, Shetland, and remote Highland postcodes. - Timeframe: Please allow 1–2 extra days on top of standard delivery. 3. Northern Ireland ✓ Service: Courier or Royal Mail (depending on package size). ✓ Timeframe: Typically 2–5 working days. ✓ Cost: Usually no additional charge, though some remote areas may incur a fee. - Tip: Please ensure your address includes the county and a valid mobile number for tracking updates. ───────────────────────────────────────────────────────────────── 4. Isle of Man (Crucial Checkout Step) ✓ Timeframe: Typically 1–2 working days. ⚠️ IMPORTANT CHECKOUT INSTRUCTION When placing your order, you MUST select "Isle of Man" from the Country dropdown menu at checkout. Do NOT select "United Kingdom". - Why? If you select UK, the system may route your package incorrectly, causing significant delays or a failed delivery. - How to do it: 1. Go to Checkout. 2. Click the "Country" list. 3. Scroll down and select Isle of Man. ───────────────────────────────────────────────────────────────── 5. Channel Islands & International Delivery We also ship to: ✓ Channel Islands (Jersey, Guernsey) ✓ Republic of Ireland ✓ Europe, Australia, and Rest of World Note: International shipping costs are calculated at checkout. If your country is not listed, please contact us for a quote. ───────────────────────────────────────────────────────────────── Delivery Timeframes Summary Since we cannot predict courier delays, these are typical estimates for dispatch-to-delivery times: - England & Wales: 1–2 Working Days - Scotland Mainland: 1–2 Working Days - Scottish Highlands: 2–3 Working Days - Northern Ireland: 2–5 Working Days - Isle of Man: 1–2 Working Days - Remote Islands: 2–3 Working Days ───────────────────────────────────────────────────────────────── Tracking Your Delivery DPD / DX Deliveries (Mainland UK): • Real-time tracking. • SMS text on the morning of delivery with a 1-hour slot. Royal Mail (Remote Areas / Northern Ireland): • Delivery confirmation tracking. • Less "live" tracking than DPD, but highly reliable for remote locations. ───────────────────────────────────────────────────────────────── Common Questions "Can I collect my order in person?" No. We do not have a collection point or a shop front open to the public. All orders must be delivered via courier. "How do I check the delivery cost?" The easiest way is to add your items to the cart and proceed to checkout. Once you enter your Postcode, the system will automatically calculate the exact shipping cost for your area before you pay. ───────────────────────────────────────────────────────────────── Need to Check Your Area? If you are unsure if your postcode incurs a surcharge, feel free to ask us before ordering. 💬 Live Chat Our Virtual Assistant is ready to help 24/7. - Click the chat icon on the bottom right of any page. 📧 Email Send details to: info@stoveglassreplacement.co.uk - We typically respond within one working day. 📱 WhatsApp Message us at: 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. 📞 Phone Call us on: 0330 229 4118 - Lines Open: Monday–Friday, 9am–3:30pm.