GLASSWELLS CORONAVIRUS (COVID-19) UPDATE

The most recent government measures mean that the Glasswells home furnishing stores in Bury St Edmunds, Ipswich, Haverhill, Saffron Walden and Sudbury will be temporarily closed to the general public until further notice. This includes The Place to Eat restaurants.

Our warehouse will continue to receive in orders from our suppliers and the team will contact you, as normal, once goods are in to arrange your delivery or collection. Although closed for shopping, our stores will be open for a limited time each day for you to collect your goods, with prior arrangement.

If you have a delivery or installation already booked with us over the coming weeks, this will continue as planned, with the team adhering to our safe delivery practices. If you are vulnerable or would like to postpone your delivery, please contact us as soon as possible.

The team are still here to help you on the telephone and by email; however there will be fewer advisers at work, so please bear with us if it takes a little longer than normal to get back to you.

Click & Collect

In store & warehouse

To help make life easier for our customers, we offer a click and collect in store service for a number of products listed on our website. You can choose to pick-up from our stores in Bury St Edmunds, Ipswich or from our warehouse. Your order will be ready for collection the next day after 12pm. If you would like it sooner, please contact us.

All you need to do is bring along your email confirmation and a form of photo ID (e.g. driving licence, passport or pass card) to collect your items. If someone is collecting the order on your behalf, they will need to supply a copy of the order details and provide identification.

We’ll hold your order for seven days, after which we’ll cancel the order and issue a refund to your original payment card. Items of furniture can be selected for click & collect from our warehouse.

For more details click here.

DELIVERY

Homewares

The majority of our homewares and small furniture items can be delivered by TEAM C Express Logistics. Standard size parcels weighing less than 25kg cost £3.49 for delivery to most mainland UK destinations (excluding northern Scotland and Northern Ireland). Additional parcels to the same address will cost an extra £3.49.

Items weighing over 25kg cost £9.95. Some larger items cannot be delivered by TEAM C Express Logistics 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 £14.95 for items under 25kgs and £19.95 for items over 25kgs.

Furniture & Larger Items

Delivery of furniture and larger items is £30. We deliver 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. Delivery to these areas is available, but will cost £160.

Clearance Carpet Roll Ends

Local Delivery Only

Cost of delivery for carpet roll ends is £30. We only deliver to local postcodes listed here:

CB1, CB10, CB11, CB2, CB21, CB22, CB23, CB24, CB25, CB3, CB4, CB5, CB6, CB7, CB8, CB9, CM0, CM1, CM11, CM12, CM13, CM14, CM15, CM16, CM17, CM18, CM19, CM2, CM20, CM21, CM22, CM23, CM24, CM3, CM4, CM5, CM6, CM7, CM77, CM8, CM9, CM99, CO1, CO10, CO11, CO12, CO13, CO14, CO15, CO16, CO2, CO3, CO4, CO5, CO6, CO7, CO8, CO9, IP1, IP10, IP11, IP12, IP13, IP14, IP15, IP16, IP17, IP18, IP19, IP2, IP20, IP21, IP22, IP23, IP24, IP25, IP26, IP27, IP28, IP29, IP3, IP30, IP31, IP32, IP33, IP4, IP5, IP6, IP7, IP8, IP9, IP98, NR1, NR10, NR11, NR12, NR13, NR14, NR15, NR16, NR17, NR18, NR19, NR2, NR20, NR21, NR22, NR23, NR24, NR25, NR26, NR27, NR28, NR29, NR3, NR30, NR31, NR32, NR33, NR34, NR35, NR4, NR5, NR6, NR8, NR9, PE1, PE10, PE11, PE12, PE13, PE14, PE15, PE16, PE19, PE2, PE20, PE21, PE22, PE23, PE24, PE25, PE26, PE27, PE28, PE29, PE3, PE30, PE31, PE32, PE33, PE34, PE35, PE36, PE37, PE38, PE4, PE5, PE6, PE7, PE8, PE9, SG1, SG10, SG11, SG12, SG13, SG14, SG15, SG16, SG17, SG18, SG19, SG2, SG3, SG4, SG5, SG6, SG7, SG8, SG9

Outlying Delivery Locations

The postcodes listed here are classed as outside of our normal delivery area. Delivery to these areas is available, and will cost £14.95 for items up to 25kg, and £19.95 for items over 25kg. Large furniture items will cost £160.00.

AB30, AB33, AB34, AB35, AB36, AB37, AB38, AB41, AB42, AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56, DD8, DD9, DG1, DG10, DG11, DG12, DG13, DG14, DG16, DG2, DG3, DG4, DG5, DG6, DG7, DG8, DG9, EH1, EH10, EH11, EH12, EH13, EH14, EH15, EH16, EH17, EH18, EH19, EH2, EH20, EH21, EH22, EH23, EH24, EH25, EH26, EH27, EH28, EH29, EH3, EH30, EH31, EH32, EH33, EH34, EH35, EH36, EH37, EH38, EH39, EH4, EH40, EH41, EH42, EH43, EH44, EH45, EH46, EH47, EH48, EH49, EH5, EH51, EH52, EH53, EH54, EH55, EH6, EH7, EH8, EH9, EX1, EX10, EX11, EX12, EX13, EX14, EX15, EX16, EX17, EX18, EX19, EX2, EX20, EX21, EX22, EX23, EX24, EX3, EX31, EX32, EX33, EX34, EX35, EX36, EX37, EX38, EX39, EX4, EX5, EX6, EX7, EX8, EX9, FK17, FK18, FK19, FK20, FK21, IV1, IV2, IV3, IV4, IV5, IV6, IV7, IV8, IV9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV37, IV40, IV52, IV53, IV54, IV63, KW1, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14, ML1, ML10, ML11, ML12, ML2, ML3, ML4, ML5, ML6, ML7, ML8, ML9, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA39, PA40, PA80, PH15, PH16, PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH49, PH50, PL1, PL10, PL11, PL12, PL13, PL14, PL15, PL16, PL17, PL18, PL19, PL2, PL20, PL21, PL22, PL23, PL24, PL25, PL26, PL27, PL28, PL29, PL3, PL30, PL31, PL32, PL33, PL34, PL35, PL4, PL5, PL6, PL7, PL8, PL9, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, TD1, TD10, TD11, TD12, TD13, TD14, TD15, TD2, TD3, TD4, TD5, TD6, TD7, TD8, TD9, TQ1, TQ10, TQ11, TQ12, TQ13, TQ14, TQ2, TQ3, TQ4, TQ5, TQ6, TQ7, TQ8, TQ9, TR1, TR10, TR11, TR12, TR13, TR14, TR15, TR16, TR17, TR18, TR19, TR2, TR20, TR26, TR27, TR3, TR4, TR5, TR6, TR7, TR8, TR9.

Northern Ireland -Unfortunately we are unable to offer delivery to Northern Ireland at this time.

 

Excluded Delivery Locations

Offshore and non-UK destinations are not part of our standard delivery program (this includes, 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 delivery charge that you may have paid (minimum £50, increasing with location and size of order). This must be paid before re-delivery will be made or, for cancelled orders, will be deducted from any refund due.

Availability

For items in stock our standard delivery time is 2-5 working days for small items. For larger items & furniture 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 us.

Returns

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 14 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.

Returns Procedure

You must notify us of a return, in writing, within 14 working days from the day after you have received delivery. Email [email protected] or write to us at Web Team, Glasswells Ltd, Newmarket Road, Bury St Edmunds, Suffolk, IP33 3TU.

If the item is faulty

You must notify us in writing and return the item within 30 days. The item must be returned for a full refund to be given. In the case of a faulty item being received we will reimburse the delivery cost in returning the item to us or we will send our own courier to collect it directly from you.

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.

Refunds

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.

Exclusions

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. You must notify us of cancellation, within 14 working days and prior to your order being delivered. Email [email protected] or write to us at Web Team, Glasswells Ltd, Newmarket Road, Bury St Edmunds, Suffolk, IP33 3TU.

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.

Contact: [email protected]

Telephone: 01284 752804

Contact us

If you have any queries, please contact us.

Email: [email protected]

Telephone: 01284 752804