Shipping and Returns

Festive Delivery Notice
Whilst every effort will be made to manufacture and dispatch orders prior to our festive shutdown on 23rd December 2025, we cannot guarantee pre-Christmas delivery due to manufacturing and courier constraints. Orders not completed before, ordered close to, or after this date will be processed on our return from 5th January 2026.

Once we have processed your order delivery is estimated to take place within 10-15 working days. For regions like Aberdeenshire, Inverness-shire, Wales, Devon, or Cornwall, delivery may take 15-20 days. You will receive a text message one business day before delivery. Deliveries are scheduled as all-day appointments without specific time slots.

We offer kerbside delivery only for all our products, meaning goods will be delivered to the nearest accessible kerbside location, adjacent to the delivery vehicle. It is the customer’s responsibility to move the goods from the kerbside to their final location.

However, for any items that exceed 2 meters in length, weigh over 30kg, or are toughened laminated glass, customers must have sufficient manpower on-site to safely unload the delivery from the vehicle. Our drivers are not responsible for carrying glass beyond the kerbside, and we do not provide lifting equipment. It is essential that customers make the necessary arrangements in advance to ensure a smooth and safe delivery process.

Delivery Process & Customer Responsibilities

• Safe Access: The delivery vehicle requires a suitable and accessible parking location. If there are access restrictions (e.g., narrow roads, height/weight limits, parking restrictions), the customer must inform us at the time of ordering. If the vehicle cannot access the delivery location, an attempted delivery charge may apply.
• No Property Entry: Our delivery team is not permitted to enter a property, carry goods inside, or deliver beyond kerbside.
• Customer Presence Required: Someone must be available to receive and sign for the delivery. If no one is present, the goods will be returned, and a re-delivery fee may apply.
• Unloading Area: The drop-off area must be clear, level, and accessible, with sufficient space for the goods. If no suitable space is available, the delivery will be made to the closest safe location at the driver’s discretion.

Additional Terms for Laminated Glass Products

Due to the weight and fragility of laminated glass, the customer must be present at the time of delivery to assist with unloading. Laminated glass products will not be left unattended at the kerbside, and failure to accept delivery may result in a return charge.

Delivery Timeframes & Tracking

• Deliveries are scheduled between 8:00 AM and 7:00 PM on the agreed delivery date.
• Customers will receive a pre-delivery text message the day before arrival.
• We will make every effort to deliver within the specified timeframe, but delays may occur due to unforeseen circumstances.

Reporting Issues

• Damaged Items: Any damage must be noted upon delivery and reported within 3 working days.
• Missing Items: Any missing components must be reported within 3 working days for a replacement to be arranged.
• Packaging Disposal: Customers are responsible for the disposal of any packaging materials used during transport.

Limitations & Liability

Our drivers are not authorised to alter delivery terms or provide technical assistance.

We are not responsible for any damage to driveways, lawns, or property caused by delivery vehicles accessing difficult locations.

Shipping destinations:

• We deliver to Mainland UK and the Scottish Highlands
• Local deliveries will be covered by the Express Glass Warehouse transport team
• Third parties will be used for any non-local destinations
• Shipping costs will vary depending on size of order and location

Shipping times: 

• Local delivery will take approximately 10-15 working days
• Cornwall / Devon / Wales will take approximately 15-20 working days
• Scotland will take approximately 15- 20working days
• Rest of the UK will take approximately 10 – 15 working days

*The following delivery times apply for all laminated glass products:

• Local delivery will take approximately 15-20 working days
• Cornwall / Devon / Wales will take approximately 20-25 working days
• Scotland will take approximately 20- 25 working days
• Rest of the UK will take approximately 15 – 20 working days

*Please note, that while we will do our upmost to stick to these estimates, we cannot guarantee delivery dates due to the nature of the glass production process, and several other factors, including, but not limited to, busy periods, glass shortages, courier disruptions, and **niche products.

Contact Information: Ensure accurate contact details. Incorrect information can lead to delays.

Access Requirements: Inform us of any restricted access areas. Failed deliveries due to access restrictions may incur re-delivery charges.

Rescheduling: Contact us at least one day prior to the scheduled delivery to cancel or reschedule. Rearrangements typically take 3-5 working days.

Inspection: Inspect goods upon receipt. If items are damaged or incorrect, refuse the delivery and return the items with the courier.

**We provide a range of niche product, of which we do not process on a regular basis, and therefore are likely to incur longer delivery times. These products include:

• Bronze and grey tinted mirrors
• All antique mirrors
• 15mm clear and low-iron glass
• Bronze and grey tinted glass

Liability

Delivery Estimates: Delivery times are estimates and not guaranteed. We are not liable for delays caused by factors beyond our control, such as vehicle breakdowns or adverse weather conditions.

Costs and Expenses: We are not liable for any direct or indirect costs resulting from late, damaged, or incorrect delivery. Book contractors only after receiving and inspecting goods.

Delivery Costs:

Delivery charges are calculated based on your postcode. This information will be clearly displayed on the checkout page.

Return Policy

Made-to-Order Items: No refunds for cancellations due to change of heart, product no longer required, or incorrect specifications provided.

Refund Conditions: Partial or full refunds may be offered for products damaged in transit or delays in processing. You must notify us within three working days for return authorisation.

Faulty Products: If a product is faulty, contact us with evidence of the issue. We offer a free collection service for faulty items, and we aim to provide replacements within 2-5 working days.

Re-stocking Fee: A £12.00 re-stocking fee applies to returned fittings.

Returns Process:

• You must contact us within three working days to report any issues.
• Provide photographs and detailed descriptions of any damage or faults.
• Pack the items securely in their original packaging for return.

Non-Returnable Items: Custom-made or bespoke items cannot be returned unless they are faulty.

Refund Processing:

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 7-10 business days.

Contact Information: For any queries or concerns, contact us at 020 8500 1188 or via email at info@expresstoughening.com.

By providing this detailed shipping and returns policy, we aim to offer clarity and protection for our customers while ensuring our business operations run smoothly. Thank you for shopping with Express Toughening!