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Shipping policy

Shipping and Returns Policy

At Splashbacks 4U, we want your ordering and delivery experience to be clear and straightforward. Please review the following information before placing your order.

Production and Processing Times

Most of our glass products are made to order in the UK.

Our standard production time is approximately 7–15 business days. This is an estimate and may vary depending on the product, specification, order volume and availability of materials.

Production begins after we have received:

  • Full payment;

  • All required measurements and specifications; and

  • Approval of any artwork, drawings or proofs, where applicable.

If your order is likely to be delayed, we will contact you as soon as reasonably possible.

Delivery Times

Once production is complete, delivery to most UK Mainland addresses normally takes approximately 1–5 business days.

Production and delivery times are estimates and are not guaranteed unless we have expressly confirmed a specific delivery date in writing.

Please do not arrange installers or other dependent works until your order has been delivered and inspected.

Delivery Charges

Delivery is not automatically free.

The applicable delivery charge will be displayed at checkout or confirmed separately before your order is accepted. Charges may vary according to:

  • The size and weight of the order;

  • The delivery address;

  • The type of product;

  • Specialist handling requirements; and

  • The delivery service required.

Additional charges may apply to Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Isle of Wight, the Channel Islands and other remote or restricted-access locations.

Where online checkout cannot calculate the correct delivery charge, we may contact you before production begins to confirm the applicable cost.

International delivery is available only for selected products and destinations. Please contact us before ordering if delivery outside the UK is required.

Delivery Access and Assistance

The customer is responsible for providing complete and accurate delivery information and advising us about any access restrictions.

Depending on the size and weight of the product, delivery may be made to the kerbside or the nearest safe and accessible unloading point. The customer may be required to provide sufficient able-bodied assistance to receive and move the goods safely.

Drivers may be unable to carry large or heavy glass products inside a property unless this service has been expressly agreed in advance.

If delivery cannot be completed because of incorrect information, restricted access, no one being available or insufficient unloading assistance, redelivery and storage charges may apply.

Dispatch Confirmation and Tracking

Where tracking is available, we will send dispatch confirmation and tracking information by email.

Some specialist glass, pallet or dedicated-vehicle deliveries may not provide conventional online tracking. In these cases, we or the delivery provider will contact you with the available delivery information.

VAT, Duties and Taxes

Unless stated otherwise, prices shown to UK consumers include VAT at the applicable rate.

For international orders, the customer is responsible for any applicable import duties, customs charges, local taxes or handling fees unless we have expressly agreed otherwise in writing.

Inspecting Your Delivery

Please inspect the packaging and products carefully as soon as they are delivered and before installation.

If there is visible damage:

  1. Record the damage on the carrier’s delivery note, where possible;

  2. Take clear photographs of the packaging, labels and damaged product;

  3. Retain all packaging materials; and

  4. Contact us promptly at info@creoglass.co.uk, including your order number and photographs.

Where reasonably possible, transit damage should be reported within 48 hours of delivery. Reporting damage promptly helps us investigate the matter with the delivery provider. This reporting request does not affect your statutory rights.

Do not install, alter, cut or dispose of a product that appears damaged, defective or incorrect before contacting us. Installation or alteration may make it more difficult to determine how the damage occurred.

Incorrect or Incomplete Delivery Information

Please check your delivery address and contact details carefully before placing your order.

If any information needs to be changed, contact us at info@creoglass.co.uk as soon as possible. We cannot guarantee that an address can be changed after an order has entered production or been dispatched.

Any additional costs resulting from incorrect or incomplete information supplied by the customer may be charged to the customer.

Cancellations and Bespoke Products

Most Splashbacks 4U glass products are manufactured to the customer’s measurements, colour, design or other individual specifications.

Once production has started, bespoke or personalised products cannot normally be cancelled, changed or returned because the customer has changed their mind.

If you need to request a change or cancellation, contact us immediately. If production has not started, we will confirm whether the order can be amended or cancelled and whether any costs have already been incurred.

This does not affect your statutory rights where a product is faulty, damaged, not as described or does not match the agreed specification.

Returns of Standard Products

Eligible non-bespoke products may be returned within 30 days of delivery, provided that:

  • You contact us before returning the item;

  • The product is unused and uninstalled;

  • It remains in its original condition; and

  • It is returned in its original packaging, where applicable.

The customer is normally responsible for the cost and safe return of non-faulty products. We recommend using an appropriately insured and trackable delivery service.

Products must not be returned without prior authorisation.

Faulty, Damaged or Incorrect Products

If you believe that a product is faulty, damaged, incorrectly manufactured or does not match the agreed specification, please contact us at info@creoglass.co.uk with:

  • Your order number;

  • A description of the issue;

  • Clear photographs; and

  • Any relevant measurements or supporting information.

We will assess the issue and explain the appropriate next step. Depending on the circumstances and your statutory rights, this may include repair, replacement, collection, return or refund.

Nothing in this policy limits or excludes your statutory rights under UK consumer law.

Contact Us

For questions about delivery, cancellations or returns, please contact:

Splashbacks 4U
Email: info@creoglass.co.uk