This policy applies to products supplied by Restore My Window Ltd. Where installation forms part of your order, the quotation or installation agreement may contain additional project-specific arrangements.

1. Delivery area

We deliver to many addresses across mainland United Kingdom. Delivery availability and charges depend on the product, size, weight, postcode and access. Some remote postcodes, islands or restricted-access locations may require a separate quotation or may not be available through standard checkout.

2. Where products are dispatched from

Products are dispatched from the location used to fulfil the relevant order. Where a product is made to order by an approved manufacturing or logistics partner, this may differ from our registered business address. The delivery arrangements confirmed for your order will apply.

3. Order processing and lead times

Standard stock products and bespoke joinery follow different timelines. Any dispatch estimate shown on a product page is an estimate based on normal availability. Bespoke sash windows, casement windows, doors and other made-to-measure goods require production after the final specification has been accepted.

For made-to-order products, the estimated lead time begins only when we have everything reasonably required to proceed, which may include cleared payment or deposit, final dimensions, signed drawings, colour choice, glazing specification, ironmongery and any other agreed information.

We will provide or confirm an estimated lead time before production. Lead times are not guaranteed unless we expressly confirm a guaranteed date in writing. Complex shapes, special finishes, non-standard glass, supplier delays, adverse weather, transport disruption or changes requested after order can extend the programme.

4. Delivery Charges

Delivery charges are not calculated at checkout.

Once your order has been placed, a member of our team will review your order and calculate the delivery cost based on the size, weight, destination and access requirements.

We will then contact you with a delivery quotation for your approval before processing your order.

If you choose not to proceed after receiving the delivery quotation, your order can be cancelled and any payment made will be refunded in full on the same working day (or as soon as your payment provider processes the transaction).

5. Delivery booking

Large windows and doors normally require an arranged delivery rather than a parcel service. We may contact you to agree a suitable date or delivery window. Please ensure the contact details supplied with the order are correct and that someone authorised to receive the goods is available.

6. Access and unloading

The customer must tell us before delivery about access restrictions such as narrow roads, height or weight restrictions, controlled parking, stairs, lifts, pedestrian-only access, loading restrictions or unusually long carrying distances.

Unless we expressly agree otherwise, large-item delivery is to a safe accessible point at the delivery address. You may need to provide sufficient able-bodied assistance to move large or heavy products from the vehicle. The driver or delivery team may refuse an unsafe unloading location.

7. Failed or aborted delivery

If delivery cannot be completed because access is unsuitable, nobody is available, required assistance is not provided, or information supplied about the site is materially incorrect, the goods may be returned to storage. Reasonable redelivery, storage and additional handling charges may apply. We will confirm these before redelivery is arranged.

8. Inspecting your order

Please inspect the delivery as soon as reasonably possible. Check the number of packages or units and look for visible damage before signing where practical. If packaging or a product appears damaged, make a note with the carrier where possible and take clear photographs.

Please report visible delivery damage, shortages or incorrect items within 48 hours of delivery so that we can investigate quickly. This reporting request does not reduce any statutory rights you may have as a consumer.

9. Do not schedule installation before inspection

Where products are being supplied for installation by you or a third party, we strongly recommend checking that all items are present, correct and in satisfactory condition before booking or commencing installation. We cannot accept responsibility for avoidable third-party costs caused by work being scheduled before the delivered goods have been checked, except where liability cannot legally be excluded.

10. Collection

Collection may be available for selected products by prior agreement. We will confirm when the order is ready and provide collection instructions. Please bring a suitable vehicle, protection and restraints for the size and weight of the goods. Responsibility for safe transport after collection rests with the collecting party, subject to applicable consumer law.

11. Risk during delivery

For consumer orders delivered using a delivery method arranged by us, responsibility for loss or damage normally passes when the goods are delivered into the physical possession of you or a person identified by you to receive them. Different rules may apply where you independently appoint a carrier not offered by us.

12. Contact about delivery

Email: info@restoremywindow.com
Telephone: 020 7692 8973
Please include your order reference, delivery postcode and photographs where relevant.