Frequently Asked Questions

Frequently Asked Questions

Your questions answered...

Warm Glass FAQs

Most Frequently Asked Questions:

Can I add to an order I've placed?

We have a very efficient warehouse, which is great because we can get your order out to you quickly, but it does mean that adding to an order can be tricky. Please see our page on changing or cancelling your order for more help.

How much will it cost and how long will it take to deliver my order?

For full information on delivery costs, take a look at our delivery page

Can I save items in my basket for later?

If you log in to your account before you start shopping then any items in your basket will be saved, even if you log out or leave the site. You will also be able to see the prices with any personalised discount already applied as you shop. If you are not logged in as you shop, then items may be lost if there is a period of inactivity (e.g. if you go and make a cup of tea half way through shopping!).

How can I pay for my order?

The quickest and easiest way to pay for your order is by debit or credit card, or via PayPal.  We also offer payment by bank transfer, although it is worth noting that we cannot dispatch goods until cleared funds are received, and some bank charges may apply to transfers from non-UK accounts.  If you are a school or college and have an Education Account with us, then you can enter a Purchase Order number at checkout, and an invoice will be sent out at the same time as the goods, payable within 30 days.

Who will deliver my order and can I track it?

Orders under 2kg delivered to the UK are sent by Royal Mail and cannot be tracked.  Orders over this weight are sent by courier, are usually trackable and will require a signature.  For more information, take a look at our delivery page

What happens if I am not at home when my order arrives?

In most circumstances a card will be left if you are not in.  The driver may leave the parcel with a neighbour or take it to the depot to attempt re-delivery the following day.  Crates and certain kilns are sent by special courier and the driver will ring you prior to delivery. If you are not in, then a card will be left and the item kept at the depot to attempt redelivery. For more information, take a look at our delivery page.

I am a student, how do I register for a student account?

If you are on a recognised glass course of 12 weeks or longer you can qualify for a Student Account giving you a fantastic 10% discount off standard prices (some exceptions apply).  Please complete our student discount application form to apply.

Do I have to pay VAT on my order?  

Value Added Tax is charged at the UK standard rate on all items delivered to a UK address. Customers in the UK will only be exempt from VAT if a company VAT number and trading address is supplied to us in advance of your order (we can then adjust your account so that prices will show excluding VAT as you shop). Sales outside the UK are exempt from VAT but import tax may be charged by the local Customs office. All books are zero rated for VAT.

Can I collect my order in person and can you give me directions? 

Yes, you are welcome to pick up your order in person, just select ‘Click and Collect’ as the delivery method at checkout.  This is a free service. Take a look at our contact page for directions and opening hours.

What are your opening times?

Take a look at our contact page for opening times and directions.

My glass sheet has a wavy edge. Is this normal?

Due to the way Bullseye glass is manufactured, your sheet may have a wavy edge. The quoted dimensions of the sheets we sell are the minimum you can expect from your sheet. For example, if you purchase a 25cm x 20cm sheet with a wavy edge, you will be able to cut a minimum rectangle of 25cm x 20cm from it.

wavy edge on 25x20cm glass sheet

I live in Europe, how will Brexit affect your service?

Please be assured that here at Warm Glass we are fully committed to continuing to support and supply to our European customers. See our Brexit statement for more information.

How can I login?  I’m having problems.

We recommend logging in as soon as you enter our site. This way you can see any personalised discounts or VAT rates you qualify for.  Click on the Log in/Register button at the very top of the page and follow the instructions.  If you need any help please call us on 01934 863344.

 

How can I get discounts on my orders?

We have a discount scheme based on the amount you have spent with us. We also provide discounts on certain products when bought in bulk, and for colleges and students. See our discounts and loyalty scheme page for more information.

How do I know what temperature to fire my glass to?

Take a look at our firing schedules page for some basic schedules to get you started.  If you are still unsure, please feel free to call us on 01934 863344.  We will be glad to help.

My firing hasn’t turned out the way I’d like can you help me?

We want you to get the best from our glass.  There is lots of information in our Knowledge Base.  If you can’t find what you need, please call us on 01934 863344, we are always very happy to help.

Do you cut glass to order?

No. Due to the volume of glass we cut and the need to keep the warehouse running as efficiently as possible, we regret that we are unable to offer a 'cut to order' service.

You sometimes refer to 'hot' and 'cold' colours in descriptions. What do you mean?

This is usually mentioned in our Rainbow dichroics, where you may be asked if you prefer 'hot' or 'cold' colours. The quarter sheets of the Rainbow coated dichroics will usually contain a good mix of colours from across the rainbow, however smaller sheets will usually only contain part of the spectrum. We offer our customers the option (if desired) to request either 'hot' colours (reds, oranges, yellows etc) or 'cold' colours (purples, blues, greens etc) via Special Instructions box at checkout. Our pickers will then do their very best to select sheets containing mainly these hues, giving you more control over the colour blend you receive.

 

Can’t find the answer above and need to speak to us? Call 01934 863344 or email info@warm-glass.co.uk. We always aim to respond within one working day.