Tracking your order

Every order has one page that tells you where it is: the tracking page. Open it from the link in your confirmation email or any status email or text, or enter your order reference with the postcode or email on the order at our tracking page. It shows what has happened, what comes next, the paperwork and the actions you can take.

How do I open my tracking page?

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   Step 1: Use the link we send

   Your confirmation email, and every email or text we send when the order's status changes, links to the order's page.

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   Step 2: Or look it up

   Go to track your order and enter the order reference with the postcode or the email address on the order. If either does not match, the page gives one answer for both, so nobody can guess at orders.

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   Step 3: Or sign in

   Signed in to your account, you see your orders without typing anything.

The page is private. Search engines are told not to list it, and it never shows another customer's details. Treat the link like a key to the order: do not post it publicly or forward it to someone who does not need it.

If no confirmation email arrived, read missing confirmation before you place the order again. A missing email does not mean the order failed.

What does the timeline show?

The timeline is built only from events we have recorded, each with its real time. Depending on what you ordered, you may see:

1. Ordered.
2. Drawing approved, when we asked you to check a drawing.
3. In production, with the workshop stages we record, such as cutting and toughening.
4. Ready, to deliver or to collect.
5. Out for delivery, with the van's progress on the day as stop numbers, for example how many stops before yours are done.
6. Delivered, with the signature and photo, or Collected.

The next step shows the date the order promised for it. You will not see a live map, a van position or an arrival time, because we do not record where the van is. A step nobody recorded is not shown. Glass that is not toughened never shows a toughening step.

Production and delivery are separate stages. Glass can be made before it is booked onto a van, and a delivery can wait on a drawing approval or a balance. Paying does not mean the glass is ready.

What can I do from the page?

• Approve a drawing when we ask you to check one. See drawings and checks.
• Report a problem with a delivery: damaged, wrong item or missing. See reporting damage in transit.
• Ask for a change: add a note, ask for a different delivery day, or ask to collect instead. This sends a request to our team on your own email thread. It is not a self-service change, and we confirm a new delivery day by phone.
• Pay a balance when a deposit order still owes one. The balance due shows on the page. See paying a balance.
• Reorder the same items.
• Leave a review once a delivered order is complete.

The proof of delivery photo and the delivery note open through a short-lived secure link once you have shown the postcode or email on the order.

Where is the Check your order page?

For cut-to-size glass, the confirmation email also links to a "Check your order" page. It shows each drawing and when cutting starts, with two buttons: "All correct" and "Request a correction". A correction is free while that window is open, and the window closes when cutting is released. The tracking page shows when the drawing was approved.

Asking us about progress

If a step has not moved when you expected, contact us with the order reference, the step shown and the date you were expecting. "Has it finished production, and is Friday's delivery confirmed?" gets a quicker answer than "Where is it?". If a fitter or site booking depends on the date, say so.

Where to go next

• Find your order: track your order
• Delivery day: what to expect
• Delivery, collection and lead times
• Checking your glass on arrival

Questions we get asked