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We cut to plus or minus 2 mm on cut sizes, and every order is confirmed with a dimensioned drawing before it is made. Toughened glass is never perfectly flat, and processing can affect how glass looks. If the size or appearance of a piece concerns you, record it before fitting and tell us, so we can assess it against the drawing and specification for your piece.
What cutting tolerance do you work to?
Plus or minus 2 mm on cut sizes. The same figure prints on our measuring pack and on the cutting ticket the workshop works from. A piece within that tolerance of the sizes on your technical drawing matches your order on size.
That is why we ask for three widths and two heights, and why a framed panel needs clearance on each edge. The measuring an opening guide explains how to allow for it. A tolerance applies to size. It does not turn a different glass, finish or hole layout into the one you ordered.
What is roller wave?
To toughen glass, it is heated close to its softening point on rollers and then cooled fast. While it is soft, the rollers can leave a very shallow ripple running in one direction across the pane. You see it most in reflections, when straight lines in the room look slightly wavy in the glass.
It comes from the toughening process, so it cannot be polished out, and a replacement pane is toughened the same way. It tends to show most on large panes, on dark or tinted glass, and in reflections seen at a low angle.
Why is my toughened panel slightly bowed?
The same heating can leave a gentle overall bow, or a slight lift at the edges. On a framed or channelled panel the fixing takes it up, and frameless shower hardware is designed to allow for some. If a panel is bowed enough to stop it fitting its hardware, stop and tell us with photographs. Do not force it into the frame.
What do the edges look like?
Every edge on shower and bath glass is polished. A polished edge is smooth and glossy, but under a bright light you may see faint grinding lines along it. A chip that you can catch with a fingernail is different, so report it. Our edge finishes guide explains each finish.
Laminated glass is two or more sheets bonded with an interlayer. At the edge you can see the interlayer as a thin line, and the sheets may not sit perfectly flush with each other.
The cut edges of a mirror are where its silvering is most exposed. Water that sits on them, or strong cleaners that run down to them, can lift the silvering over time. Spray cleaner onto the cloth, not the mirror, and dry the edges after steamy showers. Our care and cleaning guide has the full routine.
How do I record a concern?
Step 1: Check it when it arrives
Look over every piece before it is fitted. Report damage in transit straight away through the claim option on your order tracking page.
Step 2: Measure the size
Measure each piece against the dimensioned drawing in your order and note which edges you measured from. For a hole, measure to its centre and give the diameter separately. For a rake, give both labelled heights or widths.
Step 3: Photograph the whole pane and the mark
Take one photo of the whole pane and a closer one of the concern, with a tape in shot, if you can do so safely. Say what the lighting was and where you stood, because a close-up alone does not show where on the pane it is.
Step 4: Send the details that fit the concern
For colour, say which finish you ordered and whether pieces are seen side by side. For a hole or notch, give the size, the centre positions and the fitting it is for.
Step 5: Leave the piece as it is
Do not grind an edge, try to polish out a mark or fit a chipped or cracked pane. Keep the labels and packaging where safe; they identify the piece.
If the glass has broken, keep people away, do not move the pieces for a better photo, and follow the damage reporting guide. Approving a drawing does not excuse a manufacturing error or remove your consumer rights.
Where to go next
- Report a problem: contact us with your order reference
- Edge finishes
- Nickel sulphide and heat soaking
- Returns and damage
Questions we get asked
My panel is 1 mm smaller than I ordered. Is that a fault?
We cut to plus or minus 2 mm, so a piece 1 mm under the size on your drawing is within our cutting tolerance.
Can you polish out a scratch?
Not on toughened glass. Working the surface after toughening can weaken it. Send us photographs and your order reference and our team will look at it with you.
Can a phone photo prove a colour difference?
It helps us find the concern, but lighting and camera settings change how colour looks. Tell us the viewing conditions and the finish you ordered.
Should I fit a piece while a query is open?
If the concern could affect safety or fit, no. Record the pane reference and its condition and leave it as it is until we have looked at it.
Contact the team with your order reference and the step you need help with, or search all help topics.