Shipping policy

Stove Glass Shop

Last updated: [23 October 2026]

Stove Glass Shop is a trading name of Sagars 365 LTD, registered in England under company number 08266466. Our registered office is Unit 7, Lawkholme Lane Industrial Estate, East Avenue, Keighley, West Yorkshire, BD21 3JX. Our VAT registration number is 166636286.

1 Delivery areas and charges

We deliver to the UK addresses supported by the delivery services shown at checkout. Enter your full postcode to see the available options, delivery charge and estimated arrival date or delivery period before you pay. Restrictions, surcharges or longer delivery times may apply to Northern Ireland, the Highlands, islands and other remote areas. If no service is shown for your address, contact us before ordering.

We will not add a delivery surcharge after you have ordered without your agreement. Please contact us before ordering for delivery outside the UK.

2 Cutting and dispatch

We accept your order when we send your order acknowledgement email. Cutting begins immediately after acceptance during our working hours, once any required measurements, drawing or template have been agreed. Glass ordered through Shop by Make and Model is cut using the dimensions and shape recorded for the selected appliance. Glass ordered to your own dimensions or template is cut to your agreed specification.

The delivery estimate provided before purchase takes account of cutting, preparation and transport. Orders needing a template, drawing or further specification approval may have a longer lead time, which we will agree with you. A dispatch date is when a parcel leaves us; a delivery date is when it is expected to reach you.

Any cut-off time for same-day dispatch or a next-working-day service is shown before payment and uses UK local time. Orders accepted during working hours are cut as described above. Orders received after the dispatch cut-off follow the dispatch times stated for the order. Orders received outside our working hours, at weekends or on bank holidays are processed on the next working day, subject to the stated production lead time.

3 Delivery services and working days

Working days are Monday to Friday, excluding relevant UK bank holidays. Saturday delivery applies only where a Saturday service is expressly offered and selected.

A next-working-day service is available only where it is shown for your order and postcode. It is guaranteed only where it is expressly sold as guaranteed, with its conditions explained before purchase. This does not remove your rights where we fail to meet an agreed delivery obligation.

If delivery by a particular date is essential, tell us before ordering so that we can confirm whether we can meet it. Where your service includes tracking, we will provide the tracking details when available.

4 Delays and missing parcels

We will deliver within the agreed period. Unless a different period is agreed, we will deliver without undue delay and within 30 days after accepting your order. If we become aware of a delay, we will contact you and explain the available options.

Please contact us if your parcel has not arrived within the stated period. We will investigate with the carrier. You do not need to pursue the carrier yourself for a delivery we arranged.

If we refuse delivery or miss a deadline that was essential in the circumstances, or that you told us was essential before we accepted the order, you can end the contract for the affected goods. Otherwise, you can give us an appropriate additional period to deliver and end the contract if we miss it. Any refund due will be made without undue delay. These rights also apply to bespoke glass.

5 Delivery instructions and failed delivery

Please check your address and contact details before placing the order. If an avoidable failed delivery results from incorrect information you supplied, we may ask you to pay a reasonable additional delivery charge that we explain and agree with you. This does not excuse an error by us or our carrier, or remove an applicable cancellation right.

For deliveries we arrange, the goods remain our responsibility until you or a person you nominate takes physical possession. Safe-place or other delivery instructions do not remove your statutory rights. Contact us if a parcel is marked as delivered but you cannot locate it.

6 Checking your glass and reporting delivery damage

Please check the glass through its protective film before removing the film, wherever possible. If you can see damage, leave the film in place where safe and do not fit or use the glass.

If your glass arrives broken, email a clear photograph of the broken glass in its protective film to info@stoveglassshop.co.uk, together with your order number or other purchase details. We will arrange a free replacement, including delivery. If you have a legal right to reject the glass for a refund, you may choose that instead.

If the film has already been removed, the damage could not be seen while wrapped, or you cannot provide a photograph, contact us so that we can consider other reasonable evidence. Removing the packaging or film, or signing for delivery, does not by itself invalidate a claim. Please report problems promptly; we do not impose a fixed 24-hour or 48-hour deadline that takes away your legal rights.

Contact us before returning broken glass so that we can agree a safe arrangement. Where we are responsible for damaged, faulty or incorrectly supplied goods, we will cover reasonable necessary return or collection costs and provide the remedy required by law.

Our Return and Refund Policy explains your remedies and responsibility for damage caused during unpacking, handling, storage, fitting or use.

7 Contact us

Email: info@stoveglassshop.co.uk

Telephone: 01274 892360

Address: Stove Glass Shop, Unit 7, Lawkholme Lane Industrial Estate, East Avenue, Keighley, West Yorkshire, BD21 3JX.