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Every order gets an invoice that shows the net amount, the VAT and the gross total, issued by the company that runs the branch it comes from. A refund or a correction is recorded on a credit note, which links to the invoice it changes. We email your invoice when it is raised, you can download another copy from your account, and trade accounts also receive statements.
What does my invoice show?
Our customer documents follow the same three pages:
| Page | What is on it |
|---|---|
| Page 1 | The commercial detail: what you bought, the net amount, VAT, gross total, amount paid and any balance due |
| Page 2 | The technical detail, with the drawings for cut-to-size glass |
| Page 3 | Our terms |
A deposit order's invoice is for the full total and prints the amount paid, the balance due, and "Balance before delivery". Read quote payments and deposits.
Why are there two companies on my invoices?
We trade from two branches, and each invoice is issued by the company that runs the branch it comes from. Fulham invoices are usually glass, and Park Royal invoices are usually hardware. Each invoice carries that company's details, VAT number and bank details, so pay each one as it is printed. Read invoices, VAT and payment.
How do I get a copy of an invoice?
Step 1: Check your email
Your VAT invoice is emailed to you when it is raised. A guest checkout has no account, so keep that email.
Step 2: Sign in for another copy
Sign in to your account and open the order from your orders.
Step 3: Download the PDF
Press the invoice button on the order to open the PDF copy. If it says "Invoice to follow", we email it the moment it is raised.
Step 4: Ask us for anything missing
For a credit note copy, or an invoice you cannot find, ask us with the order reference and we send it.
What is a credit note?
A credit note records money going back to you, or taken off what you owe. It is different from a payment receipt, which records money we have received. A credit note is issued when:
- a return or cancellation is refunded
- a change to your order lowers the total, alongside a corrected invoice
- a claim is settled by refund
It shows the net amount, the VAT and the reason, and names the invoice it corrects. Invoices and credit notes are kept as issued: a correction is a new document, never an edit to an old one. Read refunds.
What is a statement?
Trade accounts with credit terms receive statements showing invoices, payments, credit notes and the balance owed. Balances carried over from our previous system show as brought forward. Read paying your trade account.
How do I ask for a correction?
Give the invoice or order reference and say exactly what needs checking: the billing name, address, purchase order reference, VAT, the goods, a payment or the balance.
- Quote the document reference and date.
- Say which field or line looks wrong.
- Give the correct details.
- Tell us if the invoice has already gone to your accounts team.
For a VAT query, compare the net, VAT and gross figures, not only the total. Do not edit a downloaded PDF yourself. Changing your account details does not rewrite invoices already issued, so give the right billing details before you order, especially if more than one business buys through the same contact. If an invoice says money is due after you paid, send the payment reference and date.
Can I put my own reference on an invoice?
Yes, on a trade account with credit terms. Checkout offers "Your PO or job reference", and it prints on the invoice. See purchase orders and references.
What is the QR code on my invoice?
The QR code on page 1, with "Review us on Google" and the branch name beside it, opens that branch's Google review page. Scan it if you would like to leave a review. See leaving a review.
Where to go next
Questions we get asked
Can you change the name on an issued invoice?
An issued invoice is kept as issued. If something on it is wrong, ask us and we correct it with a credit note and a new invoice.
How long do you keep my invoices?
Invoices and credit notes are kept for six years, as HMRC requires.
Do you email bank details?
No. Bank details are printed on the invoice PDF only and never change by email.
Contact the team with your order reference and the step you need help with, or search all help topics.