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Delivery & Returns

Free delivery on orders over £75 for standard web listing sized glass and materials (excludes larger cut sizes and pallet deliveries) UK mainland only. See below for details and exclusions.

Shipping Policy

Free delivery to UK mainland (excl Highlands and Islands) Now on orders over just £75. Minimum spend for free delivery is higher for those on our discount scheme. We may apply a surcharge for orders over 700g to UK remote areas, islands and ROI.  Free delivery is not applicable to non-standard glass sizes, where the glass is larger than our standard sizes.

We started our mail order business in 2005 and have developed exceptional shipping methods to ensure you receive your order quickly and in pristine condition. 

Unlike some stores, we do not have a minimum order and we do not charge extra for breakage insurance.

 

Postage and Packing Charges

Royal MailParcel Service£3.99For low value small orders (no glass)
DPD StandardNext day (usually, not guaranteed)£7.95Orders up to 30kg
DPD LargeNext day (usually, not guaranteed)£16.99For orders that include glass that is larger than double hobby size up to 61cm x 61cm
Pallet Delivery48 hour service£78Crate delivery for orders where glass is larger than 61cm x 61cm

 

The above postage costs include VAT and apply to orders delivered within the UK. Surcharges apply to other areas, which may be applied after placing an order for non mainland / remote UK areas.  Please call for a postage quote. Prices are subject to change without notice.

In order for us to dispatch your order same day, you must order before 2:00pm. (Excludes Pallet Delivery and cut to size / non-stock orders). Please note same day dispatch is not guaranteed, especially during busy periods.


We use Royal mail for small packages and DPD courier service for our parcel deliveries. And high quality packaging. Breakages are reduced to almost nothing, with a delivery success rate of over 99.85%.  This means our customers spend less time waiting for replacements for breakages which makes us happy too! DPD will email / text you a one hour delivery slot on the day of delivery.

We send small, light weight parcels by Royal Mail within the UK, for heavier / larger items we will use a next working day DPD courier service, which is more economical and trackable. We package all items to withstand damage as far as practicable.  If you have received a damaged item, call us within 24 hours of delivery and we will resolve the issue.  After this time period we are unable to replace lost, missing or damaged goods.

We must have a full address with postcode, email address and contact telephone number. Without correct contact details we cannot guarantee order fulfilment and will not cover any loss or damage caused as a result of being unable to contact you, you may also be charged for additional costs incurred in shipping or replacing lost goods.

Shopping In the Channel Islands? We will remove VAT from orders which we deliver to the Channel Islands, choose your island name (e.g. Jersey) as your country (instead of the UK) and this will be calculated automatically.  We deliver by Royal Mail for lighter items and UPS for heavier ones.

Creative Glass Guild Ltd. aims to keep all items shown on our online shop available at all times. Providing goods are in stock, we endeavour to ship orders placed before 2pm on weekdays the same day. After 2pm they will be despatched the following day. Please note that same day dispatch is not guaranteed. Please note that orders may be dispatched the following working day on orders placed after 2pm. Deliveries will not be dispatched or delivered at weekends or public holidays.

UK delivery orders placed on Fridays (before 2pm) will be generally delivered on the following Monday, while those placed after 2pm on a Friday and at weekends will be despatched on a Monday. Courier deliveries are a next working day service, made any time between 8am and 6pm. Shipping is calculated by cost of postage or courier service plus packaging materials on the total package weight. You can view shipping charges and options before committing to your purchase. Whilst Creative Glass Guild and Royal Mail / courier will endeavour to deliver within these timescales, please note that this is not guaranteed.  No refund of postage charges will be made if an exception occurs which delays delivery.

Please note that there may be longer delivery times and/or surcharges for deliveries to Europe, Scottish Highlands, Islands and any remote or international addresses.  Our rapid service provides global deliveries for customers looking to buy fusing and stained glass supplies.  If you place multiple orders to the same address, we may consolildate your order for you if possible but it is not guaranteed.  During periods of adverse weather please allow longer for delivery which may be delayed as a result.

We can not be held responsible for delays to deliveries / missing deliveries if the details and telephone number and/or sizes that you have provided are incorrect, please check the attached invoice and inform us immediately if there are any discrepancies. Replacements will not be issued in the event of losses due to incorrect delivery details or missing information.

You may be charged for any additional costs in the instance that there is incorrect information supplied to us.

International Deliveries

Your delivery cost will be confirmed at checkout once you have registered a delivery address. Pricing is generated automatically using our integration with the worldship system.  All courier international deliveries are fully trackable at and you have a choice of shipping service.  Outside the EU, VAT will be deducted from your purchase automatically.  The receiver is responsible for any local import duty and taxes applicable. 

Gift Shipments

If you are purchasing goods to be sent as a gift, please let us know and we will send the receipt to you and the goods to your choice of destination (see Shipping Policy).

Returns & Damages in Transit Policy

Return transport is at the customers expense. Credit notes will be issued for merchandise returned in saleable condition and in unopened, original packaging within 30 days. We cannot accept returns for refunds, exchanges or gift vouchers without proof of purchase. All goods are inspected prior to shipping; damage in transit is the responsibility of the carrier. If you notice damage to the packaging, either refuse delivery or note this on the delivery receipt, save all packaging materials and damaged products. Contact us immediately and we will file a claim on your behalf and replace or issue a credit note for damaged goods. For returns by post the sender is liable for the postage charges and the risk of damage to the goods.

Please unwrap your order immediately upon reciept and inform us of any issues with your order immediately. With damaged or missing goods we must have notice within 24 hours of delivery. We can not accept liability for goods claimed for after this period. We do not accept returned lead came, software, books, special order items, kilns made to order or bespoke cut to size products.

Should you wish to return an order which qualified for free delivery, we reserve the right to deduct the delivery and any returns cost incurred by us from any refund given.  If goods are returned by refusing delivery we reserve the right to deduct the returns cost of £8.95 from any refund given, which is charged by the carrier, unless it is pre-agreed with us or the goods are damaged upon arrival. Plus the original outbound postage charge.

Technical Questions

If you have any questions or need help with your stained glass or glass fusing supplies, tools or technical questions, please telephone us on 0117 95 888 20 or send an e-mail to info@creativeglassguild.co.uk our staff are glass workers themselves and are happy to help you solve your glass problems or offer informal advice and tips. Remember to check out our stained glass and fusing guide videos, on our website and YouTube! Remember glass is very different in the flesh to how it may appear on your computer screen, wedo the bestwecan with images but do ask if you are unsure.

Post & Packing Prices

Free UK mainland deliveries for retail customers only, (excludes international deliveries, remote areas, Highlands and Islands) for orders by phone or online over £75. Not applicable with any other discounts. Does not apply to split deliveries. If an item is out of stock which results in a reduction in order value to below free shipping level then a shipping charge will be applied. Free shipping does not apply to cut to size glass orders. Where additional packaging (e.g. oversized box) is required to ensure that large items arrive safely a shipping charge will be levied. We will confirm this at the time of ordering.

Prices start at £2.99 for Royal Mail deilvery, increasing with size / weight and destination if outside the UK mainland or in a remote area. Our UK courier service starts at £8.98 including VAT, by courier. Access Point deliveries are £4.50 up to 10kg. International pricing will be confirmed at the checkout. Pricing is subject to change without notice. Pricing is calculated using the shipping cost (plus any surcharges if applicable for your area) plus cost of packaging and labour. VAT is chargeable on postage and packing as it is a value added service.  This includes Royal Mail deliveries.

Prices and Availability

Items in stock will be shipped immediately. If your desired product is not in stock we will contact you by phone or e-mail to arrange a substitution or refund. We can generally obtain out of stock items within 14 working days. However, despatch dates on these items is dependent on manufacturer and/or wholesaler lead times (which can be longer for imported items). Prices, especially for imported products, or those affected by commodity or currency market fluctuations (e.g. solder) are subject to change at any time, without notice. A member of staff will contact you if this is the case.