Delivery and Returns
Shipping & Delivery
- All items will be dispatched within 2-3 working days of payment via Royal Mail Recorded Signed For service, with an anticipated delivery of 2-3 workings days from dispatch.
- We will notify you by email when your order has been dispatched.
- We cannot guarantee time of delivery.
-You will be required to sign for your delivery.
- If you have provided an incorrect address or an order is refused and returned to us for any reason and you wish the order to be resent then you will be asked to pay the further delivery charges.
- We do not hold responsibility for packages which are lost after proof of delivery.
Delivery Address
You may request delivery of your purchases to an address that is not the same as the billing address of the credit card used to make your purchase. If you set up an account online, you may record as many delivery addresses as you wish. This will enable you to easily select from them when placing each of your orders, saving you a lot of time and effort!
Signature Required
For security and to ensure they reach the intended recipient, all packages dispatched will require a signature on receipt.
Order Progress & Dispatch
If you have set up an account on our website, you will be able to track the status of your order online. We will send you a dispatch e-mail confirming when your goods are on the way to you.
Availability
Every attempt is made by The Glasshouse to keep its stock levels accurate and fully up-to-date. Unfortunately, there may be rare occasions when our stock management system believes there to be availability on an item within the business, when physically we are out of stock. We will notify you as quickly as possible to establish whether you wish to proceed with your remaining order and whether you would like to replace the unavailable item with any other. We may also be able to ‘split’ your order in such circumstances and send any missing items separately free of delivery charge.
Overseas Delivery
- If you are intending to import the goods to a location other than mainland UK please contact us before placing your order so that we can verify the carriage charges, delivery timings and any other situation of that particular destination.
- Our terms, conditions and guarantees do not apply once the goods are removed from mainland UK.
- We are not responsible for any import duty or tax on goods delivered anywhere outside mainland UK.
Delivery & Shipping
UK Delivery
Royal Mail delivers all of our packages. We offer two types of delivery:
• UK Standard (within 2-3 working days)
• UK Next Day (next working day) Please contact us for further details and charges.
Packing & Shipping costs:
£5.95 for first item
£1.00 per additional item.
For larger/heavier items we may use another service such as parcelforce.
EU Delivery:
We offer two types of delivery; these classifications are for shipping purposes only:
Western EU £10.00
Rest of EU £12.00
Western Europe
Austria, Belgium, Denmark, Finland, France, Germany, Greece, Republic of Ireland, Italy, Luxembourg, The Netherlands, Portugal, Spain, Sweden.
Rest of Europe
Bulgaria, Cyprus, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovak Republic, Slovenia.
Please note that all delivery times are based around working days (Mon-Fri) and refer to the time from which we receive your order. Please note that the day we receive your order may not be the day you placed your order. If you place an order on Sunday, for example, the order will be processed through our order management system on Monday.
Delivery times represent the level of service we endeavor to achieve for all orders. We are not able to guarantee to deliver products at a particular time on a particular date. On occasion we may incur internal delays, which will increase these time frames. We use Royal Mail for the distribution of our packages. On occasion delays beyond our control may be caused by the Royal Mail.
Packages will be delivered to the delivery address which was provided when the order was placed. You must make arrangements to receive packages dispatched to that address. A signature will be required for proof of receipt. If it is not possible to deliver the goods, Royal Mail will leave a card with contact details for your local Post Office. This will allow you to arrange an alternative delivery date. You will also have the option to collect your package from your local Post Office, should you prefer to.
On occasion it may be necessary to dispatch an order in separate packages or in separate batches. Where an order cannot immediately be fulfilled in its entirety you will be contacted directly to establish how you would like us to manage the remainder of your order.
If your package has not been delivered within our stated delivery time, please firstly check whether Royal Mail has attempted a delivery when you were not at your delivery address. All shipped packages require a signature, if you were out your package may be being held by your local Post Office. A card will have left with their direct telephone number to call. You will also have the option to collect your package from your local Post Office, should you prefer to.
All packages sent using Royal Mail are able to be tracked once a delivery has been attempted. Should you suspect your order to have been lost by Royal Mail please contact our Customer Relations Team who will be happy to investigate on your behalf.
Returns & Replacements
The Glasshouse Returns Policy
We genuinely hope you are delighted by the design, quality, originality and value of our product. However, should you wish to return any items to us, we also hope to make the process as easy and smooth as possible. To help us achieve this, we would ask you to take a moment to read the information provided below.
Contact
Should you have any queries with any of the information provided on this page or are experiencing any problems in returning goods to us, please feel free to email us at customersupport@the-glasshouse.com. One of our team will be very happy to help.
Return Periods
Any items purchased at our normal full retail price may be returned to us for refund or exchange within 14 days of receipt. Please return faulty goods as soon you become aware of the fault.
Sale items or products purchased under ‘Special Promotions’ that involve a reduction in price from the normal retail price must be returned within 7 days of receipt. Please return faulty goods as soon you become aware of the fault.
Non Returnable Items
For reasons of hygiene, we cannot accept the return of certain items such as earrings.
Damaged Goods on Receipt
In the unlikely event that goods arrive damaged please contact us within 3 working days of receiving the goods by email to customersupport@the-glasshouse.com. We will issue a return reference, this should be included within the package and goods returned to us within 14 days of receipt to receive your refund to:
Twenty-Twenty Clothing ltd
t/a The Glasshouse, Dial House, 24, York Avenue, Windsor, Berkshire, SL4 3PD.
We will endeavour to send, you a replacement if required, but can only do so if the item is still in stock, we will inform you of this when we receive your damage notification and if a replacement is available we will hold it for you until the damaged item is returned to us. Please obtain proof of postage when returning any goods.
Right To Cancel
In line with Distance Selling Regulations 2000, you have the right to cancel your order up to 7 working days from the day after receipt of your goods. Cancellation periods differ across the European Union and may vary from 7 – 14 days. Notification of cancellation must be made in writing to:
Items should be returned to The Glasshouse returns address. *See return address and conditions below. Upon receipt we will process the return and refund the full value of the order as quickly as possible (we aim for within 14 days) and at the most within 30 days of cancellation. Please note the goods returned must be in a completely saleable condition and in their original packaging, with all tickets and labels still attached. In the event that they are not in a saleable condition we reserve the right not to provide a refund, and you will be responsible for the cost of returning the goods to you. This does not affect your statutory rights.
Method of Return
Return by Post
Please be sure to complete the following
- enclose all items you wish to return (in their original condition and packaging)
- email us advising us you would like to make a return and list the items and value.
- Make sure all returns are through a trackable service with a signature on receipt.
- make sure our returns address is clearly displayed on the outer package and the package is carefully sealed.
Returns should be sent to:
Twenty-Twenty (clothing)Ltd.,
t/a The Glasshouse,
Dial House,
24, York Avenue
Windsor
Berkshire
SL4 3PD
We are unable to accept responsibility for returned items until received at the above address. Until this point the items remain your responsibility. We strongly advise therefore that you use Royal Mail registered post and retain proof of postage, when returning items. We also cannot accept responsibility for goods damaged in transit during their return to us.
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