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Contact us if a confirmed delivery has not arrived. Give the order reference, agreed date and a phone number we can reach you on. Tell us if the delay affects a booked fitter, access permit or other time-sensitive work.
Establish what was agreed
An indicative production lead time is not the same as a confirmed delivery date. Check the latest order message for the production estimate, delivery arrangement and any conditions still outstanding. A requested date in an enquiry is not automatically an accepted date.
Look for a pending drawing correction, specification check or balance request. These can affect readiness, but you should still be able to ask the team to explain the actual reason for the delay.
Ask for the next concrete step
- Confirm whether the glass has been made.
- Confirm whether it has been allocated to a delivery.
- Ask what caused the missed arrangement and when an update will be available.
- Agree a replacement date or discuss your available remedies.
Keep a written record of a revised arrangement. If an essential date was agreed when you ordered, say so and provide the message. Do not accept an estimate as a firm replacement booking without clarification.
Consumer delivery rights
Where no different delivery time was agreed, consumer law generally requires delivery without undue delay and within 30 days of the contract. The options after a missed date depend on the agreement and circumstances, including whether the date was essential. Bespoke goods are not exempt from all delivery obligations.
Ask us to explain the options if the revised timing does not work. Do not assume that a made-to-measure cancellation exception removes remedies for our failure to deliver as agreed.
For the applicable policy, see delivery. If the issue remains unresolved, use complaints and include the original and revised arrangements.
Related help: Track an order · Delivery arrangements. For help with this task, contact the team with the relevant reference and the outcome you need.
Questions we get asked
Is an estimated week the same as a booked day?
No. Ask which date has been confirmed and whether a delivery slot has actually been arranged. Keep the written confirmation when planning access, installers or other work around the delivery.
Should I pay another delivery charge to get an update?
Ask the team to explain any proposed charge and its reason before paying. A request for an update is separate from agreeing a different delivery service or a second attendance.
What if the date was essential to the purchase?
Tell the team what was agreed and provide the confirmation. Explain the effect of the missed date so the relevant consumer rights and practical options can be assessed against those circumstances.
Contact the team with your order reference and the step you need help with, or search all help topics.