When will my order be dispatched?
Our regular dispatch lead time is three working days. However, this could be longer if you have placed an order during busy periods.
We do not dispatch on bank holidays or weekends.
How much is Delivery (UK)?
We work with DPD to ship your orders.
Shipping costs vary depending on your location, weight and number of boxes required to ship your goods. This is calculated at checkout.
Can I use my own courier?
Customers are welcome to arrange their own courier if they wish, orders must be placed in full prior to requesting box sizes and weights as the order will not be packed in order to provide this information to you. To arrange this please contact customersupport@glasshouseinteriors.com.
Do you ship internationally?
Yes, we ship worldwide - please use our shipping calculator in the cart to determine your shipping price. All international orders are shipped with our courier partner DHL International.
The cost of international deliveries is based on weight and volume. The pricing is live and pre-checkout can be subject to change.
Taxes/VAT is not charged on the export of goods overseas and will be zero rated for you at checkout. Since leaving the EU this is now done the other way around! DHL will contact you for the import tax and duties upon the arrival of the goods in your country.
You are responsible for making payment of this promptly. Should you not pay the taxes, and the goods are return to us, you will not be refunded for any shipping charges and the cost of the administration fee will be deducted from your refund. Items returned to us that arrive damaged or lost will not be credited.
Combining orders
If you forget to add an item to your order before checking out, it may still be possible to add items or combine smaller orders without paying additional shipping.
This will only be possible if the first order has not yet been completed and the combined items can be carried at no additional charge.
If you would like to add items to an existing order, or combine orders, please contact us as soon as possible. The quickest and easiest way to do this is by emailing our packing team customersupport@glasshouseinteriors.com most of which are answered within an hour anything and we shall do our best to assist.
Change my shipping details
If you wish to change the shipping details on your order, it may still be possible without paying additional shipping charges.
This will only be possible if the order has not yet been completed.
If you would like to change your shipping address on an existing order, please contact us as soon as possible. The quickest and easiest way to do this is by emailing customersupport@glasshouseinteriors.com most of which are answered within an hour and we shall do our best to assist.
In the event the order has already been dispatched from our warehouse it will be your responsibility to contact DPD and re-arrange delivery. DPD Customer Services can be contacted on 0121 275 0500.
In the event that DPD cannot help, please email across a note of your name and order number to customersupport@glasshouseinteriors.com where our warehouse team will do their best to assist. If we are unable to redirect your order additional shipping charges maybe incurred.
Missed Delivery
Our courier partners will attempt to deliver your parcel 3 times.
You will be notified via email or text at the estimated time for delivery via the courier. When placing an order, it is your responsibility to be available to accept the delivery or to inform us of a suitable, safe place to leave the package if you are not available to accept the package on your given delivery day.
If your delivery has been missed 3 times, it will then be returned to us by the courier. If this happens, we will have to charge you the shipping costs again to resend the goods.
Returns
Please check your order and report any damage or discrepancies within 3 days of receipt.
We will gladly refund all goods up to 14 days from delivery.
We will accept returns on unopened, unused products that are in a resalable condition up to 14 days from the point of purchase. Return postage is at the Customers own expense.
Please securely wrap/box up the items you wish to return (along with a note of your name, order number, returned item list, and reason for the return)
To return your goods, send the items to:
Glass house interiors Limited
The Bartonfields Centre
Burton Blount
Church Broughton
Derby
DE65 5SG
Please ensure you include your order number and the reason for your return.
Once the return is received in our warehouse, a staff member will check each item/s returned, and we will arrange a credit or refund. Where your order was paid by credit/debit card, a refund can only be issued to the card used to make the original purchase exclusive of postage costs incurred. Refunds can take 3-5 working days from the point of processing to clear into your account. Orders paid for via PayPal will be refunded via PayPal.
If the package is lost or stolen on its way back to us, you are responsible for claiming compensation from the courier responsible.
Items returned to us that arrive damaged or lost will not be credited.
Once a return is approved, please ensure you return the goods to us unused within 28 days of the original delivery. Items returned to us that arrive damaged or lost will not be credited.
Missing item claims must be raised within 48 hours on receipt of delivery.
If you have an item missing from your delivery, please send an email with your name, order number, image of received order and a note of the missing item/s to customersupport@glasshouseinteriors.com where a member of the team will offer further assistance.
If you were expecting more than one box to be delivered, please check your tracking information via the DPD app, website or DPD Customer Services in the first instance. DPD Customer Services can be contacted on 0121 275 0500.
In the event that DPD cannot help, please email across a note of your name and order number to customersupport@glasshouseinteriors.com where our packing team will be able to assist. They will require the number the boxes in each consignment, please provide a note of the boxes you have received i.e. 1 of 3 and 3 of 3; we can then establish which items were in box two and raise this with DPD and help resolve from there.
Broken or damaged items
Broken or damaged item claims must be raised within 48 hours of receipt of delivery.
Our warehouse team tries to minimise the number of breakages and damage to products during transit by wrapping glasses and other items in bubble wrap, packing according to weight, and using glass boxes for larger orders.
If you do receive broken items in your delivery, please email a photo of the package to customersupport@glasshouseinteriors.com with a note of your name and order number. Please include clear pictures of the broken items and a note of the quantity. Please note that we can only provide replacements for damaged items with photo evidence.
Goods damaged in transit will be refunded or replaced at our discretion.
We will attempt wherever possible to replace broken items, but in the case of glass, which is both fragile and heavy, we may choose to provide a refund instead, or send a replacement with a future order.
Combining orders
If you forget to add an item to your order before checking out, it may still be possible to add items or combine smaller orders without paying additional shipping.
This will only be possible if the first order has not yet been completed and the combined items can be carried at no additional charge.
If you would like to add items to an existing order, or combine orders, please contact us as soon as possible. The quickest and easiest way to do this is by emailing our packing team customersupport@glasshouseinteriors.com, most of which are answered within an hour anything, and we shall do our best to assist.
Thank you for your business. xxx