Terms & Conditions


Welcome to the www.glasswells.co.uk website terms and condition for use. These terms and conditions apply to the use of this website and by accessing this website or placing and order on the website, you agree to be bounds by the terms and conditions set out below. They do not affect your statutory rights.

www.glasswells.co.uk is a website operated by Glasswells Ltd (“we”). Glasswells Ltd is registered in England and Wales under company number 602166 and registered office at Newmarket Road, Bury St Edmunds, Suffolk, IP33 3TU. Our VAT number is 102720426.

Glasswells Limited (“Glasswells”, “we”, or “us”) reserves the right to change these terms and conditions from time to time without notice to you and any changes will take effect on the day they are posted. Any such changes will be posted on this section of the website and your continued use of the website constitutes your agreement to be bound by the prevailing terms and conditions. You will be requested to read and accept these terms and conditions every time you place an order. For this reason we encourage you to review them whenever you use this website to ensure that you are familiar with the latest terms and conditions. We also recommend to all our customers to print and retain a copy of the terms and conditions for future reference.

Before you place an order, if you have any questions relating to these terms and conditions please contact our team by email at enquiries@glasswells.co.uk or call us on 01284 752804 (between the hours of 9:00am and 5:30pm on weekdays) for further assistance. Please note, calls will be charged at standard rate (BT users only, other network charges may vary).


“Conditions” means these terms and conditions and the Special Conditions; “Product” means a product displayed for sale on the Website; “Product Description” means that part of the Website where certain terms and conditions in respect of the individual Product are provided; “Special Conditions” means the terms and conditions in the Product Description; “Bespoke product or Bespoke Item” means 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/cushion options, furniture with options for colours, finishes, handle, style options, any made-to-measure or made-to-order items, carpets and flooring. “Users” means the users of the Website collectively; “Personal Information” means the details provided by you on registration; “We/us” means Glasswells Ltd; “Website” means the website located at www.glasswells.co.uk and www.glasswells-furniture.co.uk or any subsequent URL which may replace it; “Cookies” means small text files which our Website places on your computer’s hard drive to store information about your shopping session and to identify your computer; “United Kingdom” means England, Wales, Scotland, Northern Ireland and the Channel Islands and “You” means a user of this Website. “Bespoke” means that any item purchased from Glasswells has been specifically ordered to meet your requirements.


You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.


You warrant that:

  • The Personal Information you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and
  • You will notify us immediately of any changes to the Personal Information by contacting our web team via e-mail (webteam@glasswells.co.uk).
  • You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.


You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information.

Our rights

We reserve the right to:

  • modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
  • change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change.

It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.

Third party links

To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.

Privacy Statement

We are 100% committed to protecting the privacy and security of all our customers. Any personal data we collect is stored securely. This information will never be sold to third parties. For more details on our Privacy Policy click here

Purchase of Products:


We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

Stock and Availability

We will take all reasonable care to ensure that all product stock and availability details appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order or contact us about a particular product. We cannot confirm the exact details of the Product until your order is accepted or you contact us about a product. We also rely on our suppliers for delivery of items, from time to time they cannot fulfill their delivery commitments to Glasswells, and therefore we may not be able to fulfill our stated delivery to you, this is unforeseen and we will keep you informed of any delays. We cannot be held responsible for such delays. Any items marked as ‘In Stock’ are available while stocks last.

Contract creation and electronic contracting

The technical steps required to create the contract between you and us are as follows:
–  You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website.
–  We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from www.glasswells.co.uk.
–  As your product is shipped from our store/warehouse we will send you a despatch confirmation email.
–  Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it accordance to our instructions.

Non-acceptance of an order may be a result of one of the following:
–  The product you ordered being unavailable from stock.
–  Our inability to obtain authorisation for your payment.
–  The identification of a pricing or product description error.
–  You not meeting the eligibility to order criteria set out in the main Terms & Conditions.

The contract will be concluded in English.


Payments by Mastercard and Visa using credit/debit card. Your card will be debited immediately upon purchase

Partial payment of orders

A deposit of at least 20% is required before any order with a lead time of 3 weeks or longer, can be accepted or any documentation raised. Orders supplied on this basis are due for full payment as soon as goods become available for delivery.


It is Glasswells’ responsibility to organise delivery for all items purchased either on the website or via the telephone, only then can we guarantee a quality of service that we trust, including deliveries made by our trusted and approved suppliers. Unfortunately we cannot accept customers arranging their own delivery of items purchased from Glasswells.  Glasswells do charge a minimum fee for delivery which varies depending on the item you have purchased and your location. Please see our Delivery & Returns Policy.

Contract cancellation under the Distance Selling Regulations

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us in writing no longer than 14 working days after the day on which you receive the Products*.

If you wish to exercise your right to cancel this contract after your order has already been despatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 working days after the day on which you receive the Products, and that you have taken reasonable care of the products and not used them. Items should be returned in their original packaging. However, it is your responsibility to return the items to us in excellent condition and fund the cost of doing this. Please follow the procedure set out in our Returns policy.

Exceptions to the right to cancel

Unless we have agreed otherwise, you will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 of the Distance Selling regulations in respect of contracts for the supply of goods made to your specifications which by reason of their nature cannot be returned, unless they are defective. See below:

  • Goods ordered are to your specification, and/or made to meet your needs, including:
    • Divan beds with specified drawer combinations
    • Mattresses
    • Pillows, mattress protectors & duvets
    • Upholstered items with fabrics/patterns/feet/cushions options
    • Made to order furniture
    • Furniture with options for finishes, handles, design/style and any other 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

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

In the event of a customer wishing to cancel an order and this being accepted by the company, Glasswells Ltd reserves the right to charge an amount to cover their loss in processing the transaction. Such an amount may be up to 50% and not less than 20% of the total price contracted for.

Please also see our Delivery & Returns Policy.

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.

Description of Products

Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

All colours stated on the website are for representation only.  All computer screens vary in colour reproduction and representation, and whilst every effort has been made to display the colours as accurately as possible, they are for guidance only.

We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price or delivery time of a product until your order is accepted.

Please also note that not all items shown on the website are available to see in all of the stores, we advise that you contact your local store to check availability prior to travelling.

Glasswells Gift Cards & Promotional Discounts

  1. Glasswells gift cards can only be exchanged for goods within Glasswells stores and cannot be used to purchase goods online or over the telephone.
  2. Gift cards may not be exchanged for cash.
  3. Gift cards must be redeemed in the store.

Intellectual property and right to use

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.

You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

Compliance with laws

The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

Limitation of liability

While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether expressed or implied in relation to its accuracy. The Website is provided on an “as is” and “as available” basis without any representation or endorsement made and we make no warranties of any kind, whether expressed or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including, but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, or reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:

–  any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
–  any loss of goodwill or reputation; or
–  any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.

Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.


If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.


No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.


Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

Entire agreement

These Conditions govern our relationship with you. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.


The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.


If you have a complaint, please email us at enquiries@glasswells.co.uk with the following information:

– Your 6 digit order number
– The postcode provided for your order
– Your Surname
– The store where placed your order
– Any other relevant information

Furniture & Home Improvement Ombudsman

The Furniture and Home Improvement Ombudsman is an independent organisation within the furniture industry and membership is voluntary. As a responsible retailer Glasswells is committed to providing products of the highest quality as well as giving outstanding customer service.

We do understand that despite all the best intentions, sometimes things do go wrong. When such an issue occurs we will do our utmost to ensure that our customers are fully satisfied with our response and that the matter is dealt with in a timely manner.

To provide our customers with peace of mind & to demonstrate our commitment to responsible retailing, Glasswells is a full member of The Furniture & Home Improvement Ombudsman. They are independent, not-for-profit organisations which raise standards & are approved by the government to provide alternate dispute resolution services. We follow their Code Of Practice which provides our customers with additional protection if things go wrong. To find out more about The Furniture Home Improvement Ombudsman & how to use their service, visit www.fhio.org or telephone 0333 2413209.

What can I do if I am not happy?

If you are unhappy with your purchase, please email enquiries@glasswells.co.uk and we will do our best to resolve your issues.

If you are unsatisfied with our response to a complaint, you may be able to refer it to the Furniture & Home Improvement Ombudsman, who will provide an independent dispute resolution service.

To find out more about The Furniture & Home Improvement Ombudsman and how to use their service, visit: www.fhio.org or telephone 0333 2413209. If necessary The Financial Conduct Authority.

Financial Ombudsman Service

The Financial Ombudsman Service is a free and easy-to-use service that settles complaints between consumers and businesses that provide financial services. They resolve disputes fairly and impartially, and have the power to put things right.

If you are unhappy with your purchase, please email customerservice@glasswells.co.uk and we will do our best to resolve your issues; or contact us.

To find out more about The Financial Ombudsman, and how to use their service, visit: https://www.financial-ombudsman.org.uk 

Telephone: 0800 023 4567 (Free for people phoning from a fixed line (for example, a landline at home).

Telephone: 0300 123 9123 (Free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02).

FOS provide an online complaint form which can be accessed here:


The Financial Ombudsman Service (FOS)
Exchange Tower,
E14 9SR

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