We have tested a number of transport companies and several kinds of packaging to ensure that you will receive our products quickly and in the best possible condition, however there is one factor we can’t guarantee – human error.
What you can’t see from your computer screen is that between preparation of your order and delivery to you, your package will be handled by several pairs of arms, all doing the best they can. In the vast majority of cases everything goes smoothly.
But mistakes in preparation or hitches in delivery can occasionally happen.
Keep smiling, we’ll do everything we can to correct the problem.
OUR MADE-TO-MEASURE PACKAGING
We adapt our packaging to be suitable for each type of glass panel so as to ensure problem-free delivery.
Our made-to-measure packaging is made in a local cardboard plant in Normandy.
The packaging we’ve designed is easy to use and very strong. It’s been tested by our transport companies and we now see less than 2% of breakages during the delivery process.
However, in the event that your glass panel is broken during delivery, please use the procedure entitled Delivery related problems.
Prior to despatch
It will take us a maximum of 1 or 2 working days to prepare your package, then it will be delivered between 1 and 3 working days later depending on the transport company you have selected in your cart. A “priority processing” option (see below) is also available if you are in a hurry to take delivery as fast as possible.
As soon as your package is picked up by the transport company you will receive an email alert giving you the estimated delivery date. If this is not convenient for you, you can contact the transport company to arrange another delivery slot.
With TNT - delivery within 1 or 2 working days
With Colissimo – delivery within 3 to 4 working days. If you are not able to be present, delivery can be made at the nearest Pick-Up point (Post office or local accredited pick-up point). In this case you will be advised of the pick-up site and the period during which you can collect your package, with a delivery notification in your letterbox and/or by text message as well as by email.
It is essential that you check the package at the time of delivery!!
If the glass has suffered any damage during transportation, please refuse to accept the package and let us know so that we can send you a replacement glass panel as quickly as possible.
“PRIORITY PROCESSING” OPTION
Your order is given priority for processing.
We recommend payment by credit or debit card.
This option gives your order priority:
- If you order before 12.30pm on a weekday (Monday to Friday) your order will be despatched the same day.
- If you order on a Saturday or Sunday your order will be despatched on Monday.
- If you order after 12.30pm your order will be despatched the following day.
The processing time for your order is quicker but the transport time will not change, i.e. the delivery truck won’t go any faster. The delivery times given by the transport companies will remain the same.
The “Priority processing” option is not mandatory.
If you don’t choose to use it, the standard delivery conditions will apply (see Standard Delivery). If you do, the option will be activated on receipt of payment (by credit or debit card, Paypal or bank transfer), or on receipt of your cheque. In the event that we fail to deliver on time (apart from delays due to adverse weather conditions or difficulty in finding your address) you can lodge a claim by email to firstname.lastname@example.org.
PLEASE NOTE: As certain specific glass panels take longer to supply (between 5 and 15 working days) the “priority processing” option will apply in relation to the end of the processing period specified in the product description at the latest.