Frequently Asked Questions

 What are the product lead times?

The lead times for custom made products are 14 working days for the item to be processed and made to specification. For standard items it is 7-10 working days. Some specific glass types may have a longer lead times and these will be specified during the custom design tool process in red writing.

Where do you deliver and install products?

We deliver via a selected courier service which covers all main land’s UK including Isles of Scilly, Channel Islands, Isle of Wight, Isle of Man and Northern Ireland. However, unfortunately we can not fit and install the products which you have purchased with UK Glass Centre.

How are the products delivered?

The products are delivered by couriers who will notify you of the date and approximate time of delivery. Your products come delivered in branded boxed and are packaged to great care with the most appropriate packaging used to ensure your product is delivered safely.

What is the cost of the delivery?

The cost of delivery will vary on the weight and size of your product as well as your location in the UK. We endeavour to provide you with the most economical delivery cost without compromising the quality of the shipping service.

What is the returns policy?

Custom Size Products

Custom made items are exempt from the returns and cancellation policy which is stated on the Distance Selling Regulations. Because the items are made to the specifications of the consumer and therefore changing the size of the standard sizing products they are unable to be refunded.

Due to the process of which the order has to be processed, if the item is a custom made product then this is also exempt from the Distant Selling Regulations and once the order has been placed it cannot be cancelled.

When ordering custom sized products, the measurements and colours must be checked and doubled checked and the customer are obliged to agree to their specifications they have imputed via a pre-contractual contract. If they do not agree to the contract then the order is unable to process.

Standard Size Products and Accessories

If you wish to cancel your order you have 10 working days after you have received your goods to cancel. After the 10 working days you cannot cancel as this information was stated in the pre-contractual contract of which was agreed before the purchase.

Returning the products; when returning the products, the product must be packaged back with the original packaging, unless discarded, and safely packaged due to the nature of the material. The product can be opened and viewed by the customer; it must return in the same condition that the customer received the product. If the product is returned to the company in a damaged state which was not stated when the customer opted to return the goods then the customer is liable.

When returning the products the customer is liable to pay for the postage of the products. We have recommended couriers. When you turn the item you will be refunded the full amount of the products returned and the packaging.

What is a ‘RAL’ colour code and where can I get one?

A RAL colour code is the code given to colours. You can find them on paint samples and colour codes from most major brands. The RAL code ensures the closest possible match to the colour you choose. You can find RAL colour codes on most colour samples and colour cards from DIY and home stores. Please be aware when typing in a RAL code that it is exactly the code you wish to input.

Will the colour of the splashback be exact?

The RAL colour code, if you wish to choose a custom colour, will give the closest match to your chosen colour. If you choose a standard colour, please be aware that different computer screens have different resolutions and therefore might display the colour in a different shade. UK Glass Centre endeavours to supply accurate images of the colours and products and therefore are not liable for the change of colour due to the screen resolution.

How is the glass and mirror cut/drilled/bevelled?

The glass and mirror is processed on a CNC processor. UK Glass Centre uses the state of the art technology and machinery to give the highest quality results. If you are ordering toughened glass this process is done before the toughening process as once glass is toughened in no way can the glass be cut, drilled or bevelled.

What should the condition of the wall be in for me to attach the splashback/glass shelf/mirror?

The wall should be clean, dry with any bumps in the wall being sanded away to keep the wall flat.

How do I install a splashback?

If installing a coloured glass splashback you will need to use adhesive and a gun to apply it to the wall. Always seal the edges of a coloured glass splashback with the same silicone. If installing a clear glass splashback which has 4 holes then you will need a pencil to trace the holes, wall plugs to secure the holes and a drill along with a flat head screw driver. Please note you cannot fix a clear splashback with adhesive, as the adhesive will be visible from behind the glass.

Is it ok to use the glass and mirrored products in wet environments such as bathrooms/steam rooms?

Yes, however the edges of the glass and mirror must be sealed to ensure that no moisture seeps behind the product.

What is low iron glass?

Low iron glass has a whiter appearance than clear glass where this has a greener appearance. By lowering the iron in the glass the glass becomes a clearer colour offering a higher degree of transparency. Low iron glass is a great solution for using coloured/painted glass, glass screens, doors and shower screens as it is clearer and more translucent therefore giving a truer colour of the painted glass and background.

Is the glass safe?

The glass products we supply at UK Glass Centre will be mainly toughened glass. We use EN 12150 compliant toughened glass, being toughened if the glass smashes it will go into small fragments rather than large pieces to minimalize risk of injury. Our glass products come with polished edges making the glass safe to handle.

What if the items are delivered damaged?

If the items are damaged upon arrival, there will be an email address and telephone number for you to contact us on, we will then arrange the item to be picked up at your convenience. We will cover the cost of the courier and offer you a replacement or a full refund.

What measurements do I need to use when creating a custom design?

You are able to upload your measurements in both imperial and metric measurements. With the custom design tool all sections of the diagram need imputing measurements to enable the product to be produced. When inputting data please ensure that all measurements are current and accurate.

I’m unsure of designing the custom made item, what do I do?

You can contact us at UK Glass Centre where we will be happy to help. You can contact us via; telephone: 0333 200 4922 or via email:

What is the largest size of glass and mirror you can deliver?

The largest size glass & mirror we can deliver is 1700mm. If you have a larger requirement please contact us via email or phone to discuss your requirements.

A specific product I want isn’t offered to purchase online, how could I order this product?

If there is a specific product you wish to order which isn’t on the website then feel free to contact us with your enquiry. Tel: 0333 200 4922 Email:

What is the number I need to call to enquire about my product?

To enquire about your product please call our sales office on: 0333 200 4922