Please check your shipment immediately upon delivery and notify us of any problems as soon as possible, within 24 hours at the latest.
Delayed or Undelivered Parcel
If your parcel has not arrived, please contact us as soon as possible, no later than 14 days after receiving the shipping confirmation. Claims submitted later may not be accepted by the shipping company.
If you have not received your parcel within 14 days of dispatch, please email us the following information:
Your order number
Your name
Based on this information, we will check the status of your shipment with the shipping company and inform you of the next steps.
Incorrect Glass Size
If you receive a glass panel in a different size from the one you ordered, please contact us immediately.
To assess your claim, please send us a photo of the glass with a tape measure placed alongside it, clearly showing the full measurement of the glass from one edge to the opposite edge. If necessary, please send several photos showing the measurements of the individual sides.
The photos must clearly demonstrate that the actual dimensions of the delivered glass do not correspond to the dimensions specified in your order.
Incomplete Shipment (Missing Items)
If your parcel does not contain everything you ordered, please contact us as soon as possible, within 24 hours of delivery at the latest.
Please contact us by phone or email. To process your claim, we will need:
Your order number
Your name
We will resolve the issue as quickly as possible and inform you of the next steps.
Parcel Damaged in Transit
If your parcel was delivered damaged by the shipping company, or if the contents inside the parcel were damaged despite the outer packaging appearing intact, we will require clear photo documentation in order to submit a claim to the shipping company.
Please send us the necessary information as soon as possible, within 24 hours of delivery at the latest. Once we have received the required documentation, we will handle the claim directly with the shipping company and arrange for a replacement to be sent to you immediately.
Please email your damaged shipment claim to info@glass-for-fireplace.com and include the following:
Your order number
Your invoice number
A minimum of 5 clear photos documenting the damage (see our example photos below)
Once we have reviewed your claim, we will inform you of the next steps, including whether the damaged parcel needs to be returned to us.
Examples of the necessary photos to submit a claim
1. Shipping label
2. Fragile shipment label
3. Package polystyrene
4. Entire outer package
5. Damaged contents of the shipment
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