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Our Service- Your Questions Answered

We go to great lengths to ensure that we provide first class customer service.

UNLIMITED CUSTOMER SUPPORT.  Feel free to contact us anytime and as often as you like – even with those questions that you might feel are the silliest! We all work with glass, so call us on 01934 863344, we really are here to help.

Prefer to e-mail us? Use our enquiry form and we will get back to you within one working day.

For your complete peace of mind, we offer a robust, no quibble returns policy. If you change your mind, for any reason, simply return the item to us within 14 days of receipt for a full refund. And, where we are at fault, or you disagree with our item description, we’ll also refund the cost of return postage. Items returned under our 14 day ‘change of mind’ policy must be returned in exactly the same condition as when they were received.

Our Guarantee to you is complete satisfaction…and that’s a promise!

Most Frequently Asked Questions:

Can I add to an order I've placed?

You can add to your order within 1 hour of placing it, after that time the order will be processed and you must place a new order.

How much will it cost and how long will it take to deliver my order?

For full information on delivery costs, click here

How can I pay for my order?

The quickest and easiest way to pay for your order is by debit or credit card, or via PayPal.  Other payment options available at the checkout are bank transfer and cheque, although it is worth noting that we cannot dispatch goods until cleared funds are received, and some bank charges may apply to transfers from non-UK accounts.  If you are a school or college and have an Education Account with us, then you can enter a Purchase Order number at checkout, and an invoice will be sent out at the same time as the goods, payable within 30 days.

Who will deliver my order and can I track it?

Orders under 2kg delivered to the UK are sent by Royal Mail and cannot be tracked.  Orders over this weight are sent by courier, are usually trackable and will require a signature.  For more information on our delivery, click here.

What happens if I am not at home when my order arrives?

In most circumstances a card will be left if you are not in.  The driver may leave the parcel with a neighbour or take it to the depot to attempt re-delivery the following day.  Crates and certain kilns are sent by special courier and the driver will ring you prior to delivery. If you are not in, then a card will be left and the item kept at the depot to attempt redelivery. For more information on delivery, click here.

I am a student, how do I register for a student account?

If you are on a recognised glass course of 12 weeks or longer you can qualify for a Student Account giving you a fantastic 10% discount off standard prices (some exceptions apply).  Please call us on 01934 863344 to apply. We will need to know the name of the course, college and tutor when you call.

Do I have to pay VAT on my order?  

Value Added Tax is charged at the UK standard rate on all items delivered to a UK address. Customers in the UK and EU will only be exempt from VAT if a company VAT number and trading address is supplied to us in advance of your order (we can then adjust your account so that prices will show excluding VAT as you shop). Sales outside the EU are exempt from VAT but import tax may be charged by the local Customs office. All books are zero rated for VAT.

Can I collect my order in person and can you give me directions? 

Yes, you are welcome to pick up your order in person, just select ‘Pick Up in Store’ as the delivery method at checkout.  This is a free service.  Click here for directions and opening hours.

What are your shop opening times?

Click here for opening times and directions.

My glass sheet has a wavy edge. Is this normal?

Due to the way Bullseye glass is manufactured, your sheet may have a wavy edge. The quoted dimensions of the sheets we sell are the minimum you can expect from your sheet. For example, if you purchase a 25cm x 20cm sheet with a wavy edge, you will be able to cut a minimum rectangle of 25cm x 20cm from it.

How can I login?  I’m having problems.

We recommend logging in as soon as you enter our site. This way you can see any personalised discounts or VAT rates you qualify for.  Click on the Log in/Register button at the very top of the page and follow the instructions.  If you need any help please call us on 01934 863344.

How can I subscribe to receive Warm Glass emails about forthcoming promotions?

Subscribing to our email list is the best way to hear about our promotions, discounts and new products, and we promise not to clog up your inbox!  Just click here to register.

I’ve booked a Warm Glass class, what should I wear and do I need to bring anything?

We can’t wait to see you! We will email you before the course with details and any special requirements (such as bringing in images).  We provide all tools and glass, as well as a delicious lunch.  Please wear comfortable clothing and closed toed shoes.

I’ve booked a Warm Glass class is there accommodation nearby that you recommend?

There are some great B&Bs nearby. Please click here and take a look at the ‘Places to stay and eat’  pdf.

How can I get discounts on my orders?

We have a discount scheme based on the amount you have spent with us. We also provide discounts on certain products when bought in bulk, and for colleges and students.  Click here for more information.

How do I know what temperature to fire my glass to?

Click here to take a look at some basic firing schedules.  If you are still unsure, please feel free to call us on 01934 863344.  We will be glad to help.

My firing hasn’t turned out the way I’d like can you help me?

We want you to get the best from our glass.  There is lots of information in our Knowledge Base.  If you can’t find what you need, please call us on 01934 863344, we are always very happy to help.

When are you open?

You can place orders on the website at any time. Our office hours are 8.30 to 4.30 Monday to Friday. Please note that the Resource Centre is closed during weekends, English Bank Holidays and the Christmas period.

Can’t find the answer above and need to speak to us? Call 01934 863344 or email info@warm-glass.co.uk. We always aim to respond within one working day.