Delivery: Frequently Asked Questions

 

Question 1 - What are my lead times?

The next working day after your date of order is day 1. For example, orders placed on Friday will be delivered in the time frames below starting from Monday.

Toughened glass; 4 - 9 working days

Toughened laminated glass; 9 - 14 days

Mirror glass; 4 - 9 working days

Painted, printed or hand antique glass; 9 - 14 working days

Painted or printed acrylic; 9 - 14 working days

Complete balustrade systems; 7 - 12 working days

Balustrade parts; 3 - 5 working days

Question 2 - What will happen next?


You will receive an email from our planning team once they have reviewed and checked your order confirming it is in production.

The email will advise the courier and estimated delivery dates - see delivery map for FRAGILISTICS only

If there are any queries relating to your order you will receive an email requesting the required information and your order will be placed on hold. Any technical changes must be confirmed in writing to ensure there ar no manufacturing errors. Please note delays in responding to our queries relating to any technical aspect of your order will result in a delay in processing and delivery.

Question 3 - How will my order be delivered?


Most of our orders are delivered by specialist fragile goods courier Fragilistics.

Important Information for FRAGILISTICS deliveries

You will receive an estimated delivery window by email when your order is placed into production. This will be confirmed when we dispatch the order. When the order arrives at the courier’s depot it will be checked and your order is allocated for delivery with Fragilistics.

Fragilistics will confirm final delivery date and time slot the day prior to the delivery window directly via an automated SMS text alert and email to the mobile number and email address provided. We cannot guarantee delivery dates and times however the text and email will also contain a link to allow you to track the progress of the driver and he will also call the mobile number provided when he is on his way

Should you need to rearrange delivery please email Fragilistics direct or call them on 0844 846 8544.

Please be advised we cannot guarantee delivery dates and times. The time slots are indicative only - (FRAGILISTICS deliver nationwide from one depot to reduce risk of damages in transit and hence traffic/accidents on long delivery runs can affect the slots you are given and we hope you can understand that these are outside our control).

Please note all our deliveries are one person deliveries and there must be someone physically able to help offload. 

It is very important that someone is home to take delivery of your order on the specified delivery day. If our courier is unable to deliver your order to you due to somone not being there to receive it or an incorrect address being provided, we may have to charge you to take your products back to the depot and redelivered.

For safety when handling and to allow you the opportunity to check for damages at time of delivery our orders are NOT packaged. They are transported using specially equipped vans and together with Fragilistics we have a very high success rate for delivering fragile goods without breakage. Our toughened glass panels are wrapped in a thin protective film. There is no cardboard packaging at all.

Important information for PALLETWAYS or TUFFNELLS deliveries

The delivery will be next working day as indicated. All PALLETWAYS deliveries will have the option of a tail lift delivery and are delivered on specially designed disposable wooden A frames. We do not collect them. To change the delivery date please email damon@concordeglass.com

Question 4 - What are the couriers responsible for?


All Fragilistics deliveries are one man deliveries.

IF YOUR ORDER CONTANS LARGE OR HEAVY ITEMS YOU MUST BE AVAILABLE TO HELP THE FRAGILISTICS DRIVER UNLOAD. YOU MUST BE PHYSICALLY FIT ENOUGH TO HANDLE THE MIRRORS OR GLASS SAFELY. IF YOU ARE UNABLE TO ASSIST YOU MUST ARRANGE FOR SOMEONE ELSE TO BE THERE WHO CAN.

FRAGILISTICS will only take the mirrors or glass to the nearest GROUND FLOOR safe storage point at the entrance point. If they choose to help you and take the mirrors further they will do so at their discretion considering access, difficulty and distance. Please understand that if they decide to go the extra mile and help you they doing so as a goodwill gesture. In the event you damage to the item(s) during this extra work the driver is not liable.

Palletways will only tail lift the delivery onto the floor and at this point you are responsible for stripping and moving the goods and must consider this.

TUFFNELS is a standard courier service.

Question 5 - How is my order packaged?


Our orders are not packaged to allow you the opportunity to check for blemishes and marks at point of receiving them. All our toughened glass panels are wrapped in a thin protective film.

For PALLETWAYS deliveries the goods are packaged onto a specially designed wooden A frame which you will be responsible for disposing of.

Question 6 - What happens in the event of a failed delivery or a damaged delivery?


DO NOT ACCEPT OR SIGN FOR ANY DAMAGED GOODS WITHOUT DOCUMENTING THE DAMAGE. GOODS MUST BE CHECKED AS ONCE SIGNED FOR ANY MARKS/ DAMAGES WILL BECOME THE CUSTOMERS RESPONSIBILITY.

IN THE EVENT OF A DELIVERY ARRIVING DAMAGED PLEASE CALL 01507 472600 OPTION 4 IMMEDIATELY.

IN THE EVENT OF A FAILED DELIVERY PLEASE CONTACT THE COURIER TO REARRANGE ANOTHER DELIVERY IF REQUIRED.

Question 7 - How do I receive and store my goods?


Please consider how and where you intend to store the products prior to installation. The goods are fragile and glass and mirror is safest stored on its edge leant against a wall. We recommend placing some card between the item(s) and the wall to prevent marks and protecting the floor and the edges of the mirror glass by using some carpet or thick cardboard. The courier will be instructed by you where to place the mirrors or glass.

Question 8 - What if I am not in?


Due to the fragile nature of the items, we strongly recommend that you are available to receive and check your order when it is delivered. If the product is small enough for one man to take off, you can request to leave in a safe area at your prior instruction. However we cannot accept any liability for any damaged items if the goods have not been signed for. We are insured for damages reported at the point of delivery only. None of our products are packaged enabling you to check them immediately at the point of delivery. If the mirrors or glass are oversize then the delivery will be have to be rearranged.

If the location to leave the products is deemed unsafe the drivers are instructed to not leave the items. In such instances you may be liable for failed delivery charges. The floor must not be hard and the wall must be safe to lean against.

Question 9 - How do I install my products?


Please see our various guides for installation advice throughout the website.

Question 10 - When should I book my builders/ installers?


DO NOT BOOK ANY BUILDERS / INSTALLERS UNTIL YOU HAVE RECEVED AND CHECKED YOUR ORDER – BREAKAGES/ DAMAGES CAN SOMETIMES OCCUR AND WE ARE NOT RESPONSIBLE FOR ANY CHARGES CAUSED BY A DELIVERY DELAY OR BREAKAGE AND REPLACEMENT ORDER.

 
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