Delivery day: what to expect

On delivery day our driver brings your glass to the kerbside, the nearest safe point at your address, and helps you take it off the vehicle. Someone needs to be there to receive it and check it. We record a signature and the name of the person signing as proof of delivery, and we may take a photo of where the glass was left.

What does kerbside delivery mean?

Kerbside means the pavement, the driveway or the gate: the nearest safe point a van can reach at your address. We do not carry glass into a building, up stairs, through a house or onto scaffolding. A driver working alone cannot safely move a large pane through a doorway, and glass broken indoors is far harder to deal with than glass handed over at the kerb.

The glass is at your risk once it has been handed over at your address, to you or to the person you asked to receive it.

How do I get ready for delivery?

1. 1

   Step 1: Check your order page

   Your order tracking page shows the status of your order. The link is in your confirmation email.

2. 2

   Step 2: Arrange people to carry it

   If checkout told you the order is large or heavy, have at least two people ready. See access and two-person lifts.

3. 3

   Step 3: Clear a space

   Have somewhere flat, dry and out of the way ready for the glass. Lean panels on their long edge on a soft surface, never flat on a hard floor.

4. 4

   Step 4: Keep the way clear

   Move cars, bins and anything else between the road and where the glass will go. Keep children and pets clear while it is unloaded.

5. 5

   Step 5: Be there to sign

   Someone must be there to receive the delivery and sign for it. Add any driver instructions to your order at checkout.

What do you record when you deliver?

At handover the driver records proof of delivery on a phone:

• the signature of the person receiving the glass
• the name of the person signing
• optionally, a photo of the glass where it was left
• a single location point at the moment of delivery

The location is one point in time, not tracking. We do not follow your address or your device. If the location is not available, the record says why. These records are kept with your order as proof that we delivered. Our privacy policy explains how long.

What should I check before the driver leaves?

Look at each piece as it comes off the vehicle. Check the edges and corners for chips and cracks, and the faces for scratches. If something is visibly damaged, tell the driver: the driver can note the damage on the delivery record, which opens a claim for our team. Photograph it if it is safe. Read checking your glass on arrival for a full checklist.

If your glass is damaged in transit, we remake it free of charge, or refund it if you would rather. Report it through the claim option on your order tracking page.

What if nobody is in?

Our driver cannot leave glass unattended and cannot carry a large panel alone. If the delivery cannot be completed, the driver records the drop as not delivered, with the reason, and a redelivery is set up on your order. We contact you to agree the new day. Any proposed re-delivery charge is explained and agreed with you before we rebook.

Where to go next

• Track your order: order tracking
• Checking your glass on arrival
• Reporting damage in transit
• Delivery across the UK

Questions we get asked