FAQ’s

What is lead time for my order?

Dispatch times are as follows:

Standard sizes approx 5 working days

Custom sizes approx 10-14 working days

Template Size Glass Splashbacks (Bespoke) will depend on the shape and size of glass. Once the measurements and layout is confirmed, it will take 10-14 days for manufacturing. For specific lead times Please call us on 0330 2211 068

What are your payment options?

We have utilised Stripe to handle our payments system as they accept most major debit/credit cards and are proven, secure payment solutions. If required, we can also take payment over the telephone.

What is your Return Policy?

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134 you have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty. This is only applies to standard items listed on our website.

Should you wish to cancel your order, you can use the cancellation form provided at the end of these terms and conditions, or alternatively you can notify us by any other clear statement.

You cannot cancel your contract if the goods you have ordered are bespoke (i.e. made to order). For the avoidance of doubt, all Glass Splashbacks and any other items that are produced in non-standard size or colour are considered bespoke.

If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you.

Once you have notified us that you are cancelling your contract, and we have either received the goods back or, if earlier, received evidence that you have sent the goods back, we will refund the same paid amount within 14 calendar days.

We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you (for example using or wearing the goods prior to cancellation)

What if my splashback is damaged?

Please contact us as soon as possible to let us know of any items received damaged in transit. It should be noted at time of delivery, and if possible delivery should be refused and returned to us.

For faults that are not apparent until after opening, you must let us know within 24 hours of receiving the item; this can be done by email or phone. We may need you to email us photographic evidence of the fault. We will then decide how best to rectify the fault, where possible we reserve the right to replace the panel or repair any defects rather than remaking that particular piece of glass or issuing any form of compensation. When assessing surface faults the panel is to be observed from a distance of 1.0 metres under normal daylight conditions. Angle of observation is to be 90 degrees to the glass surface. i.e. normal incidence. Only marks visible from this distance and are greater than 2mm in length will be considered as a defect. If the glass is fitted we are unable to consider any claims of damage.

What is the maximum size I can order?

The maximum size that we can safely deliver is Width 2400mm x Height 1200mm. Our delivery charge might differ for larger size glass. However if your requirements exceed this size, please email us at info@idglass.co.uk

What are the delivery charges?

Our order page does specify delivery charges. However for custom sizes and deliveries out of UK mainland, Please call us on 0330 2211 068 or email us at info@idglass.co.uk to get a quote.

How do I fix my splashback to the wall?

We supply a fixing option (silicone adhesive) with every order. You can specify which one you want on our order page.

Are splashback safe behind a hob?

Yes. We only use toughened glass for our splashbacks, which is safe to be used behind any hob.

Are the colors same as I see on my screen?

They will look almost the same but images on screen can look different from the real product as contrast, brightness, and display profiles on every screen and monitor are different. The same is also true for any print out you may have as printer settings also vary from printer to printer.

Can I use my own image on a glass splashback?

Yes ofcourse. All you need to do is provide high resolution picture to us and we will print it for you.  If you are unsure about the quality of the file, please send it to us and we will advise you.

Can I have holes or cutouts in my glass?

Yes. Glass can be cut in many ways to allow for sockets, drill holes or shaping to a cooker hood. The accuracy of these is vital because we cut prior to toughening and once toughened no changes to the glass can be made. If you require socket cut-outs we will need you to send through a sketch showing the position needed. We have various templates available in our download section.

We can provide guidance for this by email or phone if you are unsure.

Can I order over the phone?

Yes, we are more than happy to help you place your order. Just call us during our opening times and we will help.
Telephone: 0330 2211 068
Monday – Friday 09.00 to 18.00, Saturday 09.00 – 18.00

Can I get samples?

Yes. You can order from our standard size drop down list of products. Alternatively, Please call us on 0330 2211 068 or email us at info@idglass.co.uk to get a quote.

How are the edges protected?

Except extremely small panels, all our glass splashbacks are machine polished to give a smooth ‘finger friendly’ edge.

What is the thickness of the glass?

All orders placed through the website will be 6mm thick. This is the most popular thickness for wall coverage. We can also supply 4mm, 8mm, 10mm and 12mm, 15mm on request.