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To change a cut-to-size order, open the "Check your order" link in your confirmation email and choose "Request a correction". A correction is free while that window is open, and we hold your order and contact you before anything is cut. Stock items bought online can be cancelled within 14 days of delivery. Glass made to your measurements cannot be cancelled for a change of mind once it is in production, and toughened glass cannot be resized or drilled after toughening.
How do I correct a cut-to-size order?
Step 1: Open your confirmation email
It links to the "Check your order" page for that order.
Step 2: Find the piece
The page shows each drawing with its dimensions and the time cutting starts.
Step 3: Request a correction
Choose the piece, say what is wrong and add a photo if it helps. We hold the order and contact you before anything is cut.
Step 4: Check the corrected drawing
We confirm the change with you. Approving the first drawing is not approval of the new one, so check every dimension again. If the total changes, see the money section below.
The window closes when the order is released for cutting or reaches its deadline. After that the page says your glass is being made. If you still need a change, ring us straight away. Read your drawing and checks for the full process.
What should a correction say?
One clear instruction is easier to check than several sketches. Include:
- The order reference and the piece affected.
- The old figure and the new one, both in millimetres.
- Whether the new figure is an opening size or a finished glass size.
- The viewing side, for a change of hand, hole or corner.
- A marked drawing if several pieces look alike.
"Pane B: change the 800 mm glass width to 820 mm, everything else unchanged" is clear. "Make the side piece wider" is not. A change to one pane can affect its neighbour, the seals or the hardware, so ask us to check the whole set.
Can I cancel made-to-measure glass?
Glass made to your measurements or specification is excluded from the statutory 14-day change of mind cancellation right. We tell you this at checkout, before you pay. Under our terms you can ask to change or cancel bespoke work free of charge before production starts. Contact us promptly with the order reference. Sending a request does not by itself stop cutting, so ring as well if time is short.
Once production has started, we tell you what can still be changed and any cost before you decide. A toughened pane cannot be trimmed to fix a size, so a new size usually means a new pane.
This does not affect your rights if the glass is faulty, damaged or not what you ordered. That is a supply problem, not a change: use wrong or missing items and read bespoke glass and your rights.
How do I cancel stock items?
If you bought stock items online, by phone or by post as a consumer, you normally have 14 days after receiving them to tell us you want to cancel. You then have 14 days to send them back. No reason is needed.
- Use our cancellation form, or tell us in writing with your order reference.
- Goods bought in person at a branch counter have no statutory change of mind right. Our voluntary returns policy still applies to eligible stock items.
- Never send broken glass back to us.
See cancelling a stock item for return costs and timings.
What happens to the money?
- A change that lowers the total: the difference is refunded the way you paid, and you receive a corrected invoice and a credit note.
- A change that raises the total: we send you a payment link for the difference. On a trade account with terms, it goes on your statement instead.
- A statutory cancellation: we refund within 14 days of getting the goods back, or of your proof that you sent them, to your original payment method.
Keep our reply with the corrected drawing, so there is one clear record. Read refunds for how long a refund takes to reach you.
Where to go next
- Your drawing and checks
- Cancelling a stock item
- Refunds
- Cancel stock items: cancellation form
Questions we get asked
I typed the wrong size. Is it too late?
Not while the "Check your order" window is open. Request a correction there. Once cutting has started, ring us at once.
Does sending a message stop manufacture?
Not by itself. Wait for our reply confirming the production status and what can still change, and ring if time is short.
Can I swap a toughened panel for a different size later?
No. Toughened glass cannot be cut down, so a new size means a new panel.
Does the 14-day right apply to a business?
No. Business purchases do not gain consumer cancellation rights because they were placed online.
Do I need a reason to cancel stock items?
No reason is needed within the 14 days. Just tell us clearly, with your order reference.
Contact the team with your order reference and the step you need help with, or search all help topics.