Delivery & Returns Policy
Contact the Web Team
Email email@example.com or call us on 01284 770903. Phones and email monitored during office hours: 9.00am - 5.30pm, Monday to Friday.
The majority of our homewares and small furniture items can be delivered by Fedex. Standard size parcels weighing less than 25kg cost £4.95 for delivery to most mainland UK destinations (excluding northern Scotland and Northern Ireland). Additional parcels cost £3.85 each.
Items weighing over 25kg cost £9.95. Some larger items cannot be delivered by Fedex and will be covered by the ‘Furniture & Larger Items’ charge below.
The postcode areas listed in the ‘Outlying Postcodes’ section below are classed as outside of our normal delivery area. Delivery to these areas will cost an additional £10.00. The checkout process does not apply the extra delivery charge and we will contact you to take the £10.00 before dispatching your order.
Furniture & larger items
Delivery of furniture and larger items is £20 to most mainland UK destinations (excluding northern Scotland and Northern Ireland). Items will be put into your room of choice. Removal of packaging and assembly work is not included in this price, please contact the Web Team for a quote.
The postcode areas listed in the ‘Outlying Postcodes’ section below are classed as outside of our normal delivery area (northern Scotland). Delivery to these areas will cost an additional £59.00 (£79.00 in total). The checkout process does not apply the extra delivery charge and we will contact you to take the £59.00 before dispatching your order.
The postcodes listed below are outside of our normal delivery area and will incur a surcharge, see above for details.
AB DD IV FK KW KY PA PH
Excluded Delivery Locations
Offshore and non-UK destinations are not part of our standard delivery program (this includes Northern Ireland, Shetland Islands, Outer Hebrides, Isle of Man, Jersey and Guernsey). Please contact us directly for a competitive shipping quote based on your location and the size of your order.
Failed Deliveries of Larger items & Furniture
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. Please discuss any access issues with us; any undisclosed access problems may result in goods being returned to our warehouse if they cannot be installed into your home within the allocated time slot.
Please ensure that you are available to take delivery on the arranged day. If you miss your allocated delivery slot goods will be returned to our warehouse and a redelivery will need to be arranged.
Please give at least 48 hours’ notice if you wish to cancel or rearrange your delivery.
You will be liable for any associated costs that we incur for the failed delivery. Depending on your location and the size of the order, this could be considerably more than the initial £20 standard delivery charge that you may have paid (minimum £50, increasing with location and size of order). This must be paid before redelivery will be made or, for cancelled orders, will be deducted from any refund due.
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. All dates are approximate.
Missing, incomplete or damaged orders
If you've more than one item on your order products may be sent out separately and could arrive at different times.
If your order hasn't arrived, or arrives incomplete, or the goods are damaged, please contact the webstore.
Distance Selling Regulations
When you buy online or by telephone, you have rights as a consumer under the Distance Selling Regulations. This means if you 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 is in your possession, and that it is returned to us unused.
You must notify us of a return, in writing, within 7 working days from the day after you have received delivery. Email firstname.lastname@example.org or write to us at Web Team, Glasswells Ltd, Newmarket Road, Bury St Edmunds, Suffolk, IP33 3TU.
You can return items to us via:
- Royal Mail or courier Include your despatch note, stating the reason for the return and whether you'd like a refund or a replacement.
- In store (Bury St Edmunds or Ipswich) Take the despatch note and the product you wish to return or exchange to the Glasswells store and tell the sales adviser you bought it online.
Items should be returned in their original packaging and in a fully resaleable condition. Please see Exclusions below for exceptions to this policy. If the product 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 proportion of the original selling price from the refund amount. This does not affect your statutory rights.
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. Please discuss any access issues with us as more time may be needed for your delivery. Any undisclosed access problems may result in goods being returned to our warehouse and you will be liable for any associated costs.
You are unable to return any special order/custom made furniture items. For those item which can be returned, please note that the cost of this will be considerably more than the delivery charge that you have paid. Please contact the Web Team for a quote.
Can only be made to the original card used for purchase. Refunds to a card other than the original can only be processed if the original account no longer exists or the account details have expired.
Unless they're faulty, we're unable to offer a refund or exchange on:
- Goods ordered to your specification, and/or made to meet your needs
- Ready Made curtains if 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
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.
How to change or cancel an order
If you wish to change or cancel an order please contact the Web Team. 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 above.