IMPORTANT INFORMATION AND WHAT HAPPENS NEXT

Due to the current COVID-19 pandemic and the special health and safety measures this is a single driver delivery service and for large items they WILL require assistance offloading the items from the van. Customers will be provided wrist guards, gloves, and suckers if appropriate for the delivery only and all our drivers will provide you hand sanitizer before and after your delivery. All the drivers will wear masks and we kindly ask that you also wear a mask during the delivery process to protect the drivers and yourself. Thank you for your patience and understanding.

PLEASE NOTE MOST OF OUR PRODUCTS ARE NOT PACKAGED – THIS IS BOTH PART OF OUR GREEN POLICY AND ALSO ALLOWS INSPECTION AT POINT OF DELIVERY.

M2M DELIVERY DRIVERS ARE NOT PENALISED FOR DAMAGES AND INCENTIVISED TO NOT DELIVER A DAMAGED PRODUCT. THEY WILL HELP AND PROVIDE YOU ENOUGH TIME TO CHECK YOUR ITEMS AND MAY PHOTOGRAPH THE PRODUCT IF YOU ALLOW THEM TO. IN THE UNLIKELY EVENT OF DAMAGE, THE DRIVER WILL AGREE THE COURSE OF ACTION AND BE RESPONSIBLE FOR ADVISING THE OFFICE AND THEY WILL NOTE THIS ON YOUR DOCUMENTATION. IN THE EVENT OF DAMAGE REPLACEMENTS WILL BE PRIORITISED AND THE REPLACEMENTS SENT OUT WITHIN 4-7 WORKING DAYS. HOWEVER, IF THE COURIER IS KIMES OR FRAGILISTICS PLEASE CAN YOU NOTIFY OUR OFFICES OF ANY DAMAGES AS THEY ARE NOT RELIABLE ENOUGH RESPORTING AN ISSUE SHOULD IT ARISE. TO DO THIS PLEASE DO IT VIA THE MY MESSAGES SECTION OF YOUR CUSTOMER SERVICE PORTAL - https://www.made2measure.co.uk/login

PLEASE CONSIDER WHERE YOU CAN KEEP THE ITEMS SAFELY BETWEEN DELIVERY AND INSTALLATION. MOST ITEMS ARE FRAGILE AND MIRROR/GLASS IS SAFEST STORED ON AN SOFT SURACE SUCH AS CARPET OR CARDBAORD AND LENT AGAINST A WALL. YOU SHOULD ENSURE THE WALL IS NOT MARKED BY PLACING SOME CARDBOARD BETWEEN THE GLASS/MIRROR AND WALL.


OUR DRIVERS WILL NOT NAVIGATE ANY STAIRS.


CHECK YOU MIRRORS ARE NOT TOO LARGE FOR YOUR ACCESS POINTS.

WHEN WE DELIVER YOU WILL SEE THE VANS ARE SPECIALLY KITTED OUT AND OUR DRIVERS ARE TRAINED TO HANDLE GLASS AND MIRROR SAFELY. HOWEVER, DAMAGES CAN AND DO OCUR. AS SUCH PLEASE DO NOT BOOK ANY BUILDERS OR INSTALLERS UNTIL THE PRODUCT HAS BEEN DELIVERED AND CHECKED. WE WILL NOT ACCEPT ANY COSTS ASSOCIATED WITH DAMAGES IN RELAITION TO THIS.  

ORDER PROCESS 

CONFIRMING YOUR ORDER

PRODUCTION WILL REVIEW YOUR ORDER AND WHEN THEY ACCEPT YOUR ORDER YOU RECEIVE A CONFIRMATION SHOWING THE LATEST DELIVERY DATE AND COURIER. THIS IS NOT YOUR DELIVERY DATE CONFIRMATION UNLESS YOU PAID THE SPECIFIC DELIVERY DATE SURCHARGE.

IF PRODUCTION HAVE AN ISSUE WITH THE ORDER – FOR EXAMPLE UNCLEAR DRAWINGS – THEY WILL ATTEMPT TO CONTACT YOU VIA EMAIL AND PHONE. THE ORDER CANNOT BE PASSED INTO PRODUCTION UNTIL THESE ISSUES ARE RESOLVED AND THIS WILL AFFECT YOUR LEAD TIMES.

CONFIRMING YOUR ORDER IS COMPLETE

WHEN YOUR GOODS ARE READY YOU WILL RECEIVE CONFIRMATION. YOUR GOODS WILL BE ROUTED ON THE NEXT AVAILABLE VEHICLES. YOU WILL NOT RECEIVE YOUR CONFIRMED DELIVERY DATE YET.

  

DELIVERY PROCESS

 

WE DELIVER 90% OF OUR LOOSE PRODUCTS USING OUR OWN SPECIALLY RACKED GLASS VANS WITH EXPERIENCED DRIVERS IN HANDLING GLASS PRODUCTS. DELIVERING FRAGILE ITEMS LIKE GLASS AND MIRROR IS NOT STRAIGHT FORWARD AND WE DELIVER WHENEVER POSSIBLE BY DISPTACHING FROM ONE LOCATION TO REDUCE POTENTIAL HANDLING AND TRANSIT DAMAGE. AS SUCH WE KINDLY ASK CUSTOMERS TO UNDERSTAND WE DO NOT HAVE A GREAT DEGREE OF FLEXIBILITY AND LOOK TO HELP WHERE POSSIBLE SHOULD OUR DRIVERS EXPERIENCE ADVERSE TRAFFIC CONDITIONS.

PLEASE NOTE WE CAN DELIVER UP TO 10PM IF THE DRIVER HAS HOURS AVAILABLE TO USE. IF THE DRIVERS ARE CAUGHT IN ADVERSE TRAFFIC CONDITIONS DURING WORKING HOURS, THEY WILL CONTACT THE OFFICE WHO SHALL THEN CONTACT YOU. IF THEY ARE STILL OPERATING OUTSIDE OUR OFFICE HOURS, THEY WILL CONTACT YOU DIRECTLY. 

ONCE THE GOODS ARE ROUTED YOU WILL RECEIVE CONFIRMATION OF THE DAY AND AN APPROXIMATE WINDOW OF DELIVERY. WE GENERALLY ADVISE YOU OF THIS 24-48 HOURS IN ADVANCE. YOU WILL ALSO RECEIVE AN SMS CONFIRMATION ON THE MORNING OF DELIVERY TO CONFIRM THE VEHICLE HAS LEFT AND YOUR GOODS ARE LOADED. IF YOU DO NOT RECEIVE THIS SMS PLEASE CONTACT THE OFFICE IMMEDIATELY, IF THEY HAVE NOT ALREADY CONTACTED YOU, AS YOUR ORDER HAS NOT BEEN LOADED.

YOU CAN TRACK THE VEHICLE’S PROGRESS ON YOUR MOBILE PHONE. PLEASE DO NOT CALL ASKING FOR AN UPDATE ON YOUR ORDER ON YOUR DAY OF DELIVERY AS THE INFORMATION AVAILABLE TO THE OFFICE IS EXACTLY THE SAME AS THAT WHICH WE HAVE MADE AVAILABLE TO YOU. THE DROP PRIOR TO YOUR DELIVERY OUR DRIVERS WILL SEND ANOTHER SMS MESSAGE SAYING THEY ARE ON THEIR WAY TO YOU AND THIS PROVIDES THE MOST ACCUATE DELIVERY TIME BASED ON LIVE TRAFFIC CONDITIONS.


ON OCCASION FOR SMALLER ORDERS WE MAY USE A GLASS COURIER CALLED FRAGILISTICS BUT THE METHODS OF COMMUNICATION ARE THE SAME. HOWEVER, SHOULD THEIR BE AN ISSUE WITH THEIR DELIVERY PLEASE USE MY MESSAGES SECTION TO REPORT THIS AS FRAGILISTICS DRIVERS DO NOT ALWAYS REPORT AN ISSUE.


DPD / TUFFNELS DELIVERY

WHEN WE BOOK WITH THESE COURIERS YOU WILL BE SENT A TRACKING NUMBER AND CAN TRACK THIS ONLINE USING THEIR WEBSITE. YOU DO NOT NEED TO BE THERE TO SIGN FOR THESE DELIVERIES UNLESS WE INSTRUCT YOU TO DO SO BECAUSE THE GOODS VALUE IS HIGH. PLEASE NOTE TUFFNELS DELIVERY SERVICE CAN AT TIMES NOT MEET OUR STANDARDS SO FOR BALUSTRADE ORDERS WE MAY SHIP TUFFNEL DELIVERIES BEFORE YOUR GLASS TO ENSURE WE MEET YOUR LEAD TIMES.BOTH THESE COURIERS ARE EXTREMELY DIFFICULT TO CONTACT VIA PHONE IF THERE IS AN ISSUE SO WE CAN ONLY EMAIL THEM. GENERALLY, WE DO NOT GET ANSWERS FOR UP TO 48 HOURS AND SADLY WE CANNOT PROVIDE INFORMATION ON THE DAY OF DELIVERY OUTSIDE WHAT YOU SEE ON THEIR WEBSITE TRACKING SERVICE. IF YOU DO HAVE AN ISSUE PLEASE USE MY MESSAGES SECTION OF YOUR CUSTOMER SERVICE PORTAL TO REPORT THIS AND WE SHALL REPLY AS SOON AS POSSIBLE.


KIMES – PALLET AND A FRAME DELIVERIES

WHEN WE SEND PALLETS (UP TO 500KGS) OR PUPOSE BUILT GLASS A FRAMES (UP TO 1000KGS) WE USE THE PALLETNETWORK WHO UNLOAD THE GOODS USING A TAIL LIFT. THE VEHICLES ARE 18MT RIGID CURTAINSIDES SO DO NEED DECENT ACCESS TO MANOUVRE AND TURN WITH A FLAT, SAFE SOLID SPACE TO UNLOAD ONTO. IF YOUR ADDRESS CANNOT PROVIDE THIS, WE CANNOT USE THIS METHOD AND THIS MAY RESULT IN A SMALLER VEHICLE SURCHARGE. PLEASE CONTACT US IMMEDIATELY IF THIS IS THE CASE AS IF WE ARE NOT ADVISED IN ADVANCE THERE IS A WASTED JOURNEY SURCHARGE.


OUR CARRIERS HAVE BEEN INSTRUCTED TO BOOK IN ALL DELIVERIES WHICH THEY WILL DO VIA EMAIL. IF THE DATE INDICATED VIA EMAIL IS NOT POSSIBLE YOU MUST CONTACT US IMMEDIATELY. WE ALWAYS SHIP ON A NEXT DAY SERVICE BOOKING BUT PLEASE WAIT FOR THE CONFIRMATION FROM KIMES AS SOME AREAS FURTHER AFIELD CAN TAKE LONGER. IF THERE IS A PROBLEM WITH THE PROPOSED EMAIL BOOKING PLEASE CONTACT US IMMEDIATELY.

 
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Testimonials
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