Your Order

When you place your secondary glazing order online you’ll receive an email confirmation instantly, if paying by another method, you’ll get an email confirmation normally within 2 working days from clearance of funds. Confirmation of the manufacturing specification will then be verified and an email sent to you for your final checking and approval. It’s important you check and verify all the order details, to ensure they meet your requirements. Once approved and materials processing scheduled, you will be notified of your delivery date [click here for current lead-time details]

Once formally approved, modifications are no longer possible without (a) charges being applied or (b) production has progressed too far to adapt the unit/s.

Unless otherwise notified units are supplied fully assembled.

We want to ensure your delivery is as smooth, efficient and trouble free as possible.

We request your assistance to achieve this and it is of significant importance that we draw your attention to the following.

The delivery is  limited to mainland UK destinations only. The product is not suitable for mainstream courier services and our delivery is by a dedicated service to ensure the units arrive safely, it is free to many locations, however, where charges apply these will have been notified at the point of quotation or on Postcode verification. Some areas are are outside our commercial viability to deliver, location details should be checked and confirmed prior to order.  Please be aware of the following delivery limitations:

• The delivery is set by postcode locations on specified dates.
• Units will be supplied fully assembled, unless otherwise specified or pre-purchased at the point of order.
• You, the Customer must inform us the Company of any vehicle access limitations prior to the despatch date. The vehicles are long wheel based sprinter type or box vans.
• It would help if you could also provide an alternative mobile contact number if not already provided. In addition, as a back up to your postcode If you could also provide your property What3Words location [click here]
• Irrespective of location if the units cannot be unloaded, Re-deliveries caused as a result of customer error or oversite and within the terms specified will be chargeable at a set rate of £75.00 + VAT (subject to long-haul locations)
• Short notice delivery change requests, to an alternative location or alternative date will incur additional charges. and potential delay for route planning management.
• Chargeable deliveries are subject to the same terms and conditions and are applied to cover logistics & distances.
• Dates / times are not negotiable,
• When the first provisional date is notified, if not acceptable and we are advised by return, it can be postponed once, to the next available date option, further changes will be chargeable.
• Some routes are on an overnight journey plan and may fall over a 2-day period.
• Deliveries are not time specific and may arrive between 7am & 6pm.
• It is advised not to book or arrange an installation on the anticipated delivery date as this cannot be guaranteed. 
• You can check your order status and delivery scheduling by logging into your account My Account you will need your order reference number.
• Should you have any queries on the day please call before 3:30pm as the dispatch department closes at 4:00pm and we may not be able to assist. 
• You will be kept notified of your delivery arrangements by email and text service, where details have been provided.
• Delivery is to kerbside only and assistance with unloading may be required.
• Deliveries can be left on site if agreed and details provided in advance, this is subject to unit quantity and weight as the driver may require assistance to unload.
• Health & Safety manual handling advises the maximum weight for a single individual should not be greater than 25kgs thereafter this should be a 2-person process, this also applies to the driver. Unit weights are confirmed on the order documentation. 
• Frames may become distorted in transit, it may appear panels are not fitting properly. This is normal and will be corrected during the installation process.
• The timber sub-frame may appear scratched, marked, chipped and cracked this is normal the sub-frame is designed onsite adjustment and for transit protection it is designed to be hidden when installed. see our installation guide 
• Any concerns about the product or its condition outside the stated expectations, Please advise us as soon as possible and within a maximum of 10-days, detailing any issues supported by photographs clearly showing the problem.
• Note: if the unit/s are transported to another geographical location from the original drop site, claims for damages cannot be accepted, 
• Fixing materials are not included with the units.
• 20mm trim is supplied as standard. different thicknesses are available on request at the time of order. Trim is provided for the front face of the units only. Back trimming or side trimming is an optional extra and would need to be specified by the client at the time of order. We are unable to supply trim as a standalone item.
• Typical Unit Delivery and Transit packaging: 

• We are unable to offer export arrangements, support or assistance, units can be delivered in standard packaging format to any UK Mainland port or distribution centre based on standard order processing. The customer must make all freight Management and forwarding arrangements with their chosen provider. VAT is applied in full and in accordance with HMRC regulations, it is the customers responsibility to make any VAT reclaim or recovery should it be applicable.
• We advise all customers to download and familiarise themselves with the operation and maintenance procedures associated with each product, with particular reference to the tilt in features where applicable..
• Returns & Rectifications: Please see our Returns and Rectifications policy
• Lead-Times See Current Delivery Lead-Time Expectations
• Unit condition and expectations on receipt of the goods.

Monday to Friday: 07:00 to 18:00

Bank holidays and weekends are not classed as ‘working days’.

If you have any queries about your order, email, and we’ll answer your query as quickly as possible.

Please refer to the delivery details above.

We are unable to work to time and/or date requests

When you place your secondary glazing order online you’ll receive an email confirmation instantly, if paying by another method, you’ll get an email confirmation normally within 2 working days from clearance of funds. Confirmation of the manufacturing specification will then be verified and an email sent to you for your final checking and approval. It’s important you check and verify all the order details, to ensure they meet your requirements. Once approved and materials processing scheduled, you will be notified of your delivery date [click here for current lead-time details]

We avoid speculative site assessment visits, in the interest of the enquirer, The Survey & Installation service is subject to the location and size of the project as this will establish if we can provide a commercially viable proposal for the client. Normally a standard domestic project is limited to a 50-mile radius of Sheffield. Prior to arranging any site visits, we offer a free at distance consultation process to gain a full understanding of the Property and customers needs. This diagnostic process ensures we create a prescribed solution encapsulating the four key targets of, Appearance, Performance, Practicality & Price.

On approval of our formal quotation, as the units are bespoke & manufactured to each specific window in your property, we request a material content deposit,  before your order is processed. This is followed by a formal survey, to confirm precise manufacturing sizes. During the manufacturing process, we will contact you to arrange the earliest suitable installation date. Project fulfilment is usually completed within 10-12 weeks from survey.

• Delivery Blinds:

  Blinds are shipped as a separate and unrelated product to the secondary glazing systems, arrival times of the total order will differ.

  All blinds are carefully delivered by one of several well-known respected couriers. Some of our smaller parcels may also be delivered by the Royal Mail.

  Upon despatch of your blind order, you will receive an email complete with your tracking details.

  Deliveries are generally made between the hours of 8am and 6pm (except Sunday), however deliveries outside these times can take place during busy periods.

  All blind deliveries require a signature. Should no one be available to accept the delivery, the courier will try a neighbour before returning your parcel to the local depot. Should both you and a neighbour be unavailable, some couriers may also choose to leave your parcel at your local Post Office (some size restrictions do apply) rather than returning the parcel to the local depot. Either way, you should be ‘carded’ by the courier explaining where you parcel is.

  Should the first attempted Blind delivery be unsuccessful, the courier should automatically come back the following working day and try again. Should this second attempt be unsuccessful, the parcel will usually be held at the local depot awaiting further instruction.

  Please note, we are unable to deliver to BFPO addresses and PO Box addresses.

During the unprecedented issues caused by the pandemic, some material supply chains have been unavoidably disrupted and remain volatile, we are doing all we can to minimise delays and inconvenience this may cause. We hope for your patience and understanding should delivery dates or bookings change at short notice.