FAQs


Delivery Information

  • Which courier do you use?

    UPS – if you prefer that we use a different courier please contact our Team sales@waterstoneglassprints.com just after placing your order. We understand that some people have their favourites and just don’t like others.

  • What delivery service do you offer?

    Free Standard Next Day Tracked Delivery.

  • How do I track my order?

    We will provide you with the parcel tracking number via e-mail as soon as your order has been dispatched from our workshop. You can track your order at any time using this link to UPS tracking.

  • Do I have to pay for delivery?

    To keep things simple we have included the shipping cost within the item price. You will not be asked to pay any additional delivery charges when placing your order.

  • Has my order been dispatched yet?

    When you place your order we’ll send you an email confirming that the order has been placed and the items you’ve ordered. When your order has been dispatched from our workshop, we’ll send you a second email to confirm this along with the parcel tracking number.

  • What happens if I miss my delivery?

    Whilst you will be kept informed of your delivery window, we do know that sometimes you might just miss it! If this does happen, you will be informed by email and may also receive a calling card. You will be able to arrange a redelivery via email or by following instructions on your calling card. We do recommend downloading the UPS My Choice app, where you can manage your delivery – including adding a safe place, leaving with a neighbour or collecting from your local UPS Access Point. If your parcel is returned to us, don’t worry, we are more than happy to resend your order at no extra charge, we will get in touch with you first before doing so.

  • How long will it take to receive my order?

    We aim to get your order to you within 5 working days, this includes time in transit. What you receive is brand new, we make and package everything to order in our workshop, there’s no dusty stock here!

  • My order is outside the expected delivery time - what should I do?

    Get in touch with our team at sales@waterstoneglassprints.com to let them know. They will make contact with UPS and get back to you with an update. If your order has been returned to us for some reason, we will of course get in touch with you to rearrange delivery, if you want that is.

  • Can I collect my order?

    Yes, we offer a ‘Click & Collect’ service which allows you to request the delivery of your goods to a local Argos or selected Sainsbury’s store if you are unavailable to take delivery at your home or work address. This option can be selected as you go through the purchase check out process, or you are more than welcome to collect your order from our workshop. Let our Team sales@waterstoneglassprints.com know just after placing your order.

  • What is the collection address?

    Waterstone Glass Prints
    Unit 25, St Theodore’s Way, Brynmenyn Ind. Est. Brynmenyn, Bridgend, CF32 9TZ, United Kingdom

  • How will I know when my order is ready for collection?

    We will get in touch with you via e-mail as soon as your order is ready, there’s no rush, we will keep it safe for you.

  • Do you deliver overseas?

    We regret to inform you that at present we are unable to deliver to the following locations:

    Channel Islands
    Isle of Man
    Scilly Isles
    Scottish Highlands
    Northern Ireland
    Parts of Cumbria

    We do not ship outside of the UK currently.

Product Information

  • What sizes do you offer?

    Please go to our size guide page to take a look at our range of glass sizes.

  • How can I care for my Glass Wall Art?

    Once on your wall there’s not really much more to do other than admire your new work of art. We would however, recommend that you don’t use anything abrasive to clean the glass. A warm damp cloth will suffice and if you do like to use cleaning products then don’t allow any to make contact with the edges, as chemicals from the cleaning product will potentially irritate the image.

  • Is it real glass?

    Yes! – we are pleased as well as proud to declare that we use 100% real, ultra clear, toughened, polished glass (not acrylic / plastic)

  • How thick is the glass?

    Our Glass Wall Art is 4mm thick, whilst our Glass Splashbacks are 6mm thick.

  • How do I hang the Glass Wall Art?

    We provide detailed hanging instructions along with all of the required components to hang your Glass Wall Art. Please use the Wall Hanging Instructions for Glass Wall Art for a better explanation

  • How do I hang the Glass Splashbacks?

    Our Glass Splashbacks come with pre-drilled holes. We provide all of the fittings required to secure it to your wall. Detailed hanging instructions and diagrams are included in your purchase, but feel free to take a look at the hanging instructions page for a better explanation.

  • Are the wall fittings provided?

    Yes, everything you need will be provided including installation instructions.

  • Do you offer bespoke sizes?

    I’m afraid not sorry. Please take a look at our size guide to view our full range.

  • Do you print directly onto the glass?

    We print directly onto the glass using a state of the art printer specially designed for printing onto glass. We then add a layer of scratch resistant specialised glass paint to protect and complete the image.

  • Is there a frame?

    Both the Glass Wall Art and Glass Splashbacks are frameless.

  • Are the edges sharp?

    The edges have been polished smooth leaving no sharp edges, you’re all safe!

  • Is the glass safe?

    Our glass panels are toughened, also referred to as tempered, making them ten times harder than normal glass. If the glass becomes damaged it will fracture into tiny, relatively harmless pieces.

  • Can you print one of my photos onto glass?

    We would be more than happy to do that for you. Please go to our ‘Create Your Own’ page which will allow you to upload your photo, pick a size, then proceed to place an order.

  • What is tempered or toughened glass?

    Toughened or tempered glass is a type of safety glass processed by controlled thermal treatment to increase its strength compared with normal glass. Toughened glass is about ten times stronger than ordinary glass. Unlike normal glass, which can shatter into jagged shards when broken, toughened glass fractures into small, relatively harmless pieces.

Refunds & Returns

  • What is your returns policy?

    Our returns policy is 30 days from the date you receive your order, we are not super strict with this time frame so please get in touch and let’s talk.

  • What guarantees do you offer?

    We are pleased to offer a 2 Year Guarantee. This does not cover general wear and tear or accidental breakage.

  • Do I need to use the original packaging to return my item?

    Yes, please. We have perfected the packaging design over the years, it does the job well, so to get it back to us in good condition it will need to be repackaged in the same way it was received.

  • When will I receive my refund?

    As soon as the parcel has been received by our Returns Team it will trigger a refund. We will let you know that we have received the parcel as well as processed your refund. Refunds will go back into the account you paid with, typically taking up to a maximum of 48 hours depending on your payment method, weekends and national holidays.

  • Do I have to pay the return cost?

    The short answer is no, if you’re not happy then we haven’t done our job. We will arrange a collection on a day that’s convenient for you, plus the courier will bring a pre-paid return label so you wont need to print anything.

  • My item was received damaged, what now?

    In the rare event of your item being received damaged please let our Team know at sales@waterstoneglassprints.com. They will request a photo and ask you if you would like a refund or a replacement, the choice is yours.

VAT

Complaints

  • I have a complaint?

    Our aim is for all of our customers to love everything we do. In the unlikely event this is not the case we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again. Please contact sales@waterstoneglassprints.com where our team will be happy to assist you immediately and resolve any problems you may have experienced. We aim to resolve all complaints within 7 working days unless there are extenuating circumstances.

Your Account

  • Do I need to set up an account with you?

    No, you can shop as a guest!
    While setting up an account makes checking out faster and allows you to track your orders, you can absolutely complete you purchase without one. Just choose the “Guest Checkout” option during checkout and fill in your details.

  • How do I change and check my account details?

    Changing your account details is easy!

    1. Log in to your account using your email and password.
    2. Go to your “Account” page or “My Profile” section.
    3. Click on the “Edit” button next to the information you’d like to update.
    4. After making your changes, click “Save” to update your details.

    If you have any trouble updating your information, feel free to contact sales@waterstoneglassprints.com for assistance.

  • I have forgotten my password

    No worries! You can reset your password in just a few steps:

    1. Go to the “Login” page on our website.
    2. Click the “Forgot Password” link under the login form.
    3. Enter the email address associated with your account.
    4. We’ll send you a password reset link to that email.
    5. Follow the instructions in the email to create a new password and log in with your updated credentials.
  • My account has been suspended

    We’re sorry to hear your account has been suspended!
    There are a few reasons why this may have happened, such as security concerns, unusual activity, or a violation to our terms and conditions. Here’s what you can do:

    1. Check your email: We usually send a notification explaining why your account has been suspended and how to resolve the issue.
    2. Review our Terms & Conditions: If you think the suspension was due to a violation of our policies. Please review our Terms of Service for further clarification.
    3. Contact Support: If you’re still unsure why your account has been suspended, or you believe this was done in error, please contact sales@waterstoneglassprints.com.