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To pay the balance on a deposit order, open the order's tracking page and press "Pay the balance", or use the payment link we email you. Both open a secure card page for exactly what is owed. An unpaid balance holds the delivery and the installation visit until it is paid. A deposit is part payment: it is not a discount and it does not settle the order.
How do I pay my balance?
Step 1: Open your order
Use the tracking link in your confirmation email, or sign in to your account and open the order.
Step 2: Check the balance due
The order page and the invoice show the amount paid and the balance due.
Step 3: Press Pay the balance
The button shows the amount. You go to a secure card page for that exact balance.
Step 4: Approve the payment
Your bank may ask you to approve it in its app.
Step 5: Check it has cleared
Your order shows the balance as paid, and the hold on delivery or fitting lifts.
When do I get a payment link?
We send a payment link by email when there is something to pay outside a basket order:
- the balance on a deposit order
- an accepted quote, when you pay from the email
- a change to an order that raised its total
Each link is for one amount and can be paid once. Check the reference and the amount before you pay. Read quote payments and deposits for how deposits work.
How long does a payment link last?
| Link for | How long it lasts |
|---|---|
| A quote | As long as the quote is valid, unless we give it an earlier date |
| A change to an order | 30 days |
| The balance on an order | Until it is paid, or until we send a newer link for the same order |
If a quote or order change link has expired, the page says so and that nothing has been charged. Ask us and we send a new one. If you open a link that has already been paid, the page says the payment has already been made. When we send a new balance link, the older one stops working, so always use the newest email.
Why is my delivery waiting?
A deposit order that still owes its balance is held at despatch and at the fitting. The delivery cannot be despatched, and the installation visit cannot go ahead, until the balance is paid. Paying lifts the hold with nothing more for you to do.
The hold does not stop the workshop or the diary. Your glass can still be made, and your delivery or fitting day can still be booked, while the balance is open. A booked date does not mean the balance has been waived.
A manager may release a hold for a reason they record. That is not a write-off: the balance is still owed, and it still shows on your order and invoice. If we agree a payment arrangement, ask for it in writing.
What if I have already paid?
If you paid by bank transfer, or the order still shows money due after you paid, send us the order reference with the payment's date, amount and reference. Do not pay a second time because a reminder arrived or the order has not updated yet. A bank transfer has to be matched to the order by our team before the hold lifts, which a card payment from the order page does not need.
Trade accounts with agreed credit terms are different: they are invoiced on account and pay to their terms, not by deposit. See paying your trade account.
Is a payment link safe?
A real link names our business and shows the amount and the reference, and the card form is Stripe's secure form. We never ask for card details by email, text or chat. Our bank details appear only on the invoice PDF and never change by email. If anything looks wrong, ring us on the number on our contact page before you pay. Read ways to pay.
Where to go next
Questions we get asked
Can I pay the balance by bank transfer?
Yes, against the invoice, using the bank details printed on the invoice PDF. Card payment from your order page shows on the order fastest.
My link says it has expired. Was I charged?
An expired link cannot take a payment. If you tried to pay earlier, check that attempt with us before paying again, and ask us for a new link.
Can I pay my balance early?
Yes. Pay it from your order page at any time while a balance is showing.
Does booking delivery mean the balance was waived?
No. A booked day does not settle the balance. The delivery or installation waits until it is paid, unless a manager has released the hold, and even then the balance is still owed.
Contact the team with your order reference and the step you need help with, or search all help topics.