Reporting glass damaged in transit

If your glass is damaged in transit, we remake it free of charge, or refund it if you would rather. Report it through "Report damage or a problem" on your order tracking page, choose what went wrong and add photos if you can take them safely. Please tell us within 14 days of delivery so we can investigate promptly. Never return broken glass to us.

How do I report damage?

1. 1

   Step 1: Open your order tracking page

   Use the link in your order confirmation email, or open order tracking and enter your order reference.

2. 2

   Step 2: Press Report damage or a problem

   The claim form opens on the same page.

3. 3

   Step 3: Choose what happened

   Pick arrived damaged, wrong item, or something missing.

4. 4

   Step 4: Tell us what is wrong

   Write a line or two: which piece (the pane label or product code helps), where the damage is, when you found it, and whether the glass is still packed, unloaded or already fitted. A photo alone does not say what is wrong.

5. 5

   Step 5: Add photos if it is safe

   You can add up to 10 photos, each up to 15 MB. Photos are not compulsory, but they are the quickest route to a decision.

6. 6

   Step 6: Submit the claim

   You see a confirmation on screen, and a member of our team picks up the claim.

What photos help most?

Good photos let us decide without a visit. If you can take them safely:

• the damage close up, with something for scale such as a coin or a tape measure
• the whole piece, so we can see where the damage is
• any label on the glass or the packaging
• the packaging, especially crushed corners or tears

What about the rest of the order?

Check which other pieces are safe and intact. Do not fit pieces that depend on the damaged pane's size or fittings just to keep the job moving: ask us first whether the rest of the work can go ahead. Keep labels and packaging where it is safe to, and do not arrange disposal of broken glass until we have agreed a safe route with you.

What happens after I report it?

Claims are tracked. A member of our team picks yours up, and a claim that has not been picked up is escalated internally, so it does not go cold. For transit damage, the answer is a remake free of charge, or a refund if you would rather.

If a remake is the answer, it is opened as a job in the workshop straight away, rather than waiting for paperwork. If a refund is the answer, you get a credit note as the record of it. We tell you how to dispose of the broken glass safely, or agree a safe collection where it is needed.

Does the 14 days limit my rights?

No. We ask for 14 days so we can investigate while the facts are fresh. Reporting later does not remove your statutory rights. A fault that could not reasonably have been spotted on delivery is covered by the Consumer Rights Act 2015 regardless of this window. Read faulty glass and remakes for faults found later.

Where to go next

• Report it now: open order tracking
• Checking your glass on arrival
• Faulty glass and remakes
• Making a complaint

Questions we get asked