Delivery & Returns
Glasswells Delivery & Returns Policy
Change or cancel an order
If you wish to change or cancel an order contact our On-line team on 01284 770903 between 9am and 5.30pm weekdays. Please have the order number and date the order was placed to hand. If your products have already been delivered, then you will need to follow our returns procedure, see below.
Missing, incomplete or damaged orders
If your order hasn't arrived, or arrives incomplete please email our on-line team, or call us on 01284 770903 between 9am and 5.30pm weekdays.
If you've more than one item on your order, please bear in mind that products may be sent out separately and will therefore arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation, please email or call us as before.
If your order arrives and the goods are damaged, please contact us on 01284 770903 between the hours or 9am and 5.30pm weekdays.
Returns & Refund Policy
You must notify us of a return in, writing, within 7 working days from the day after you have received delivery. Write to: On-line Team, Glasswells Ltd, Newmarket Road, Bury St Edmunds, Suffolk, IP33 3TU or email email@example.com.
Items returned should be in their original packaging and in a fully resaleable condition. * Please see below for exceptions to this policy.
When you buy on-line or by telephone, you have rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 7 working days of receiving it, we’ll refund you for both the purchase price and the original delivery charge; however you are responsible for the cost of returning the item back to us. Please make sure you take reasonable care of the item while it's in your possession, and that it's returned to us unused.
If the product returned is not in fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item or, at our discretion, decide to deduct a % of the original selling price from the refund amount. This does not affect your statutory rights.
Refunds can only be made to the original card used for purchase. Refunds to a card other than the original can only be processed under the following circumstances:
- The original account no longer exists
- The original account details have expired
- The order has been placed exclusively with gift vouchers
- The recipient requires a credit
* Products we're unable to refund or exchange
Unless they're faulty, we're unable to offer a refund or exchange on:
- Goods ordered are to your specification, and/or made to meet your needs, including:
- Divan beds with specified drawer combinations
- Upholstered items with fabrics/patterns/feet/cushions options
- Furniture with options for finishes, handle, style options
- Any made-to-measure or made-to-order items
- Carpets and flooring
- Ready Made curtains cannot be returned or refunded once the strings have been drawn on the pencil heading tape or if they have been altered.
- Perishable goods (for example items within gift sets, preserves and other food related items)
- Unsealed CDs, DVDs, tapes or other recording media, software or videos
Availability & Delivery charges
For items in stock our standard delivery is 2-5 working days.
For other items please refer to the individual availability message on the individual products.
Usual delivery for non-furniture items is £4.95 to any UK location. For delivery outside of the UK please contact us directly.
The delivery cost for furniture and large items is £20 to most UK destinations. A list of the locations classed as ‘outside our normal UK delivery zone’ and additional costs are below (the website will allow you to process orders to any UK destination, however if your delivery is to one of the locations listed below, we will be in touch to gain the additional costs as set out below)
Delivery locations outside of the £20 delivery zone
Lowlands (postcode areas) – delivery cost is £20 plus an additional £40:
Mid Scotland (postcode areas) – delivery cost is £20 plus an additional £50:
Highlands (postcode areas) – delivery cost is £20 plus an additional £60:
Off Shore (postcode areas) – please contact us for the delivery price in these areas.
Please contact us directly for delivery details and costs outside of the above postcode areas.
If you would like to return an item, providing you notify us in writing within 7 working days of receiving it, we’ll refund the purchase price and any delivery charge you may have paid, however you are required to cover the cost of returning the item to us.
Unwanted purchases of furniture, large appliances and other large goods
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering large pieces of furniture, appliances or other large goods to ensure successful delivery, and to confirm that the product is the right size for your needs.
Cancellation of made-to-order, bespoke or special order products
We regret we are unable to accept a cancellation of, or the return of made-to-order, bespoke items or special orders as they have been specially made at your request. This includes the items mentioned in the list above under ‘Products we're unable to refund or exchange’.
None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations, please see our Terms & Conditions.
Returns can be made through either of these options:
1. Returns via Royal Mail or courier
Please include: your order number, item number, the reason for the return and whether you'd like a refund or a replacement.
2. Returns via a Glasswells store in Bury St Edmunds
Simply take the despatch note and the product you wish to return or exchange to the Glasswells store in Bury St Edmunds and tell the sales assistant you bought it on-line.