On this page
Compare what arrived with the order and latest approved drawing before fitting. If a pane, finish or fitting is wrong or missing, use "Report damage or a problem" on your order tracking page and choose "Wrong item" or "Something's missing", or contact us with the affected line and quantity. Do not alter the piece to make it fit while the discrepancy is being investigated.
Check the delivery record
Count the packages and compare them with the delivery note. Check whether another delivery or collection was agreed. A missing parcel and a missing component inside a complete package need different investigations.
For hardware, read the product code and finish on the packaging rather than judging only by appearance. Similar hinges can have different glass preparation or thickness requirements. Keep associated screws, gaskets and small parts together.
Make the discrepancy specific
| Issue | Information to send |
|---|---|
| Wrong pane size | Pane label, drawing revision, ordered size and measured size |
| Wrong preparation | Hole or notch location and the fitting it should receive |
| Wrong finish | Ordered code and the code on the supplied item |
| Missing goods | Order line, expected quantity and quantity received |
| Missing small parts | Product code and a photograph of the contents, if safe |
State the viewing direction when describing a left/right error. A reversed photograph can make a correct pane look wrong. Measure holes to their centres and identify the reference edges used.
Keep the job safe while it is checked
Do not drill toughened glass, grind an edge or substitute an unverified fitting. Do not force a mismatched hinge onto the pane. Keep labels and packaging so the team can trace the supply.
We will compare the agreed order with what was supplied and explain the correction or remedy. If the original order itself needs changing, use changing or cancelling an order so that a customer-requested change is not confused with a supply error.
For chips, cracks or broken pieces, follow reporting damage in transit. If the response does not resolve the issue, the complaints page explains escalation. For help with this task, contact the team with the relevant reference and the outcome you need.
Questions we get asked
What if a fitting looks similar but has a different code?
Report both the ordered and supplied codes and keep the item aside. Appearance or finish alone does not prove compatibility, particularly where glass preparation or load limits depend on the exact model.
Can another parcel still be on its way?
Check the delivery record and ask whether the order was split. List what has arrived and what is absent so the team can distinguish an outstanding shipment from a picking discrepancy.
Should I modify an incorrect piece to make it fit?
No. Report the mismatch against the agreed order before alteration or fitting. Reworking glass or hardware can create a safety issue and make it harder to establish the original condition.
Contact the team with your order reference and the step you need help with, or search all help topics.