Delivery & Returns

Click & Collect

In store & central warehouse

We offer a click and collect service from our stores in Bury St Edmunds and Ipswich, or Furniture items can be collected from our central warehouse in Bury St Edmunds.

Your order will be ready for collection from our stores the next day, after 12pm, seven days a week. Collections are Monday to Friday only. 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.

For more details click here.

DELIVERY

Homewares & small furniture items

MAINLAND UK

The majority of our homewares and small furniture items can be delivered by DPD to most UK Mainland destinations. Additional charges will apply to outlying areas, please see below.

Standard size parcels weighing less than 15kg cost £4.99, additional parcels to the same address will cost an extra £4.99. Over sized items and items weighing over 15kg cost £9.95.

For items that are showing in stock, delivery will be 2-5 working days. If you’ve more than one item on your order products may be sent out separately and could arrive at different times.

OUTLYING AREAS

DPD courier deliver to Scotland and Isle of Wight will cost £14.95 for items under 15kgs and £19.95 for items over 15kgs.

Unfortunately we do not deliver to any other offshore locations or Northern Ireland at this time.

EXCLUDED ITEMS

Some larger items cannot be delivered by DPD and will be covered by the ‘Furniture & Larger Items’ charge below.

Delivery of Furniture & Larger Items

NORMAL DELIVERY AREAS

Delivery of furniture and larger items is carried out by Glasswells or one of its trusted suppliers. Prices range from £35 to £150, depending on your area.

Items will be put into your room of choice. Removal of packaging and assembly work is not included in this price; please contact us for a quote for these services.

Please refer to the availability message on the individual product, all delivery dates are approximate and may be extended for Zone B and C to coincide with one of our delivery crews visiting that area.

If you’ve more than one item on your order products may be sent out separately and could arrive at different times.

Zone A – £35

CB, CM, CO, IP, NR, PE, SG

Zone B – £100

AL, B, CV, DA, DE, E, HP, LE, LN, LU, ME, MK, N, NG, NN, NW, OX, RG, RM, SE, SL, SN, SS, SW, W

Zone C – £300

BA, BB, BD, BH, BL, BN, BS, CH, CT, CW, DN, DT, DY, FY, GL, GU, HD, HG, HR, HU, HX, L, LS, M, NP, OL, PO, PR, RH, S, SK, SO, SP, ST, TF, TN, WA, WF, WN, WR, WS, WV, YO,

OTHER AREAS, OFFSHORE AND NORTHERN IRELAND

Unfortunately all other postcodes are outside of our normal delivery area. Please contact us to discuss your requirements and we will see if we can help you.

EXPRESS LOCAL DELIVERY

Where advertised, express local delivery is only available to Zone A.

CARPET ROLL ENDS

The cost of delivery for carpet roll ends is £35 and only available to Zone A.

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 before placing your order, as more time may be needed for your delivery. 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 and you will be liable for any associated costs.

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 at an additional charge.

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.

Please give at least 48 hours’ notice if you wish to cancel or rearrange your delivery.

Missing, incomplete or damaged orders

If your order hasn’t arrived, or arrives incomplete, or the goods are damaged, please contact us for assistance.

RETURNS

FAULTY ITEMS

You must notify us of a faulty item, in writing, within 30 days from the day after you have received delivery.

Please email enquiries@glasswells.co.uk or write to us at: Web Team, Glasswells Ltd, Newmarket Road, Bury St Edmunds, Suffolk, IP33 3TU.

The item must be returned to us before a refund can be given.

For faulty items, we will reimburse the delivery cost in returning the item to us.

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 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 14 days from the day after you have received delivery. Please email enquiries@glasswells.co.uk or write to us at Web Team, Glasswells Ltd, Newmarket Road, Bury St Edmunds, Suffolk, IP33 3TU.

WHERE TO RETURN

You can return items to us via:

Royal Mail or Courier Please include your despatch note, stating the reason for the return, and whether you’d like a refund or a replacement.

Send to:

Glasswells
Web Returns
Newmarket Road,
Bury St Edmunds,
Suffolk
IP33 3TU

In store (Bury St Edmunds or Ipswich) Please bring the despatch note along with the product you wish to return or exchange to either the Bury St Edmunds or Ipswich store and let us know that you bought it online.

Items should be returned unused in their original packaging and in a fully saleable condition. If the product, has been used, is not in a fully saleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item or, at our discretion, deduct a proportion of the original selling price from the refund amount.

This does not affect your statutory rights. Please see the “Exclusions” section below for exceptions to this policy.

RETURNS OF FURNITURE, LARGE APPLIANCES AND OTHER LARGER ITEMS

You are unable to return any special order/custom made items.

The cost of returning eligible Furniture or other larger items using our team will be considerably more than the delivery charge that you have paid. Please contact us for a quotation for the collection or make your own arrangements.

REFUNDS

Refunds will be issued to the original card used for the 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 the goods are 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 CD’s, DVD’s, tapes or other recording media, software or videos

For health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and unopened in their original packaging:

Mattresses
Mattress toppers
Mattress and pillow protectors
Duvets
Pillows

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.

Amendments & Cancellations

If you wish to change or cancel an order please notify us as soon as possible after placing your order and within 14 days

Please include your full name, address, order number and the date the order was placed. If your products have already been delivered, then you will need to follow our Returns Procedure above.

Telephone 01284 752804

Email enquiries@glasswells.co.uk

Post: Web Team, Glasswells Ltd, Newmarket Road, Bury St Edmunds, Suffolk, IP33 3TU.