Terms & Conditions

When making a payment, please quote the relevant order or invoice number so that we can allocate the payment correctly. Payment instructions supplied on your quotation or invoice should be followed.

Orders may require payment or payment authorisation before production or fulfilment begins. We do not treat an order as fully processed until the required payment has been successfully authorised or received.

Submitting an order means that you are offering to purchase the specified goods subject to these terms. By placing an order, you confirm that the information supplied by you is accurate and that you are legally able to enter into the transaction.

Customers placing consumer orders must be aged 18 or over unless the order is being placed through a lawful alternative arrangement.

Product photographs, illustrations, dimensions, samples, colours and descriptions are provided to help you understand the products and may be illustrative rather than an exact representation of the finished item.

Bespoke glass is manufactured using processes that can create small variations in dimensions, edge finish, colour and appearance. Where a tolerance or specification is stated during the buying process, that information forms part of the specification you are ordering.

Screen, monitor and printer settings can affect the appearance of colours. This is particularly relevant to painted or colour-matched glass. If exact colour matching is important, we recommend confirming the colour specification or requesting a sample before production where available.

We may update product specifications or descriptions where necessary. Information on the website should not be used as the sole basis for construction, structural or installation preparation unless we have expressly confirmed the relevant specification for your order.

Unless a separate survey or installation service has been agreed, the customer is responsible for checking that the product, dimensions, weight, fixing method, access route and intended application are suitable.

Fixings are not automatically included unless the product listing or quotation specifically says that they are. Where fixings are purchased separately, you are responsible for ensuring they are appropriate for the substrate and intended load. For larger or heavier glass, professional advice should be obtained where appropriate.

Customers should not arrange installation work until the complete order has been received and checked. We are not responsible for third-party installation costs caused by a delivery delay, incorrect customer information or damage in transit, subject always to statutory rights and any separate agreement with us.

Once an order has been reviewed and accepted into our production or fulfilment process, we will issue confirmation by email where applicable. You should check the confirmation immediately, including sizes, shapes, glass type, colour, edgework, holes, notches, delivery address and other specifications.

Tell us promptly if anything is incorrect. Where incorrect customer-supplied information causes a redelivery, re-manufacture or other additional cost, that cost may be chargeable where permitted by law.

The price payable for your order will be shown at the point of purchase, quotation or order confirmation, together with any applicable delivery charges. Prices are inclusive of VAT where VAT is applicable unless expressly stated otherwise.

If an obvious pricing, description or calculation error is identified before fulfilment, we may contact you to confirm the correct details. You will then have the opportunity to proceed at the corrected price or, where applicable, cancel the affected order.

If an item cannot be completed within the originally indicated timeframe because of supplier or availability issues, we may place it on back order and provide an updated estimated delivery date.

Where a material delay applies, we will explain the revised position and, where appropriate, provide the options available to you, including cancellation where required by law or agreed with us.

Products, finishes, hardware and services are subject to availability and may be withdrawn or changed. If we cannot supply an ordered product for a reason within our control, we will contact you and, where appropriate, refund money paid for goods that cannot be supplied.

Delivery times vary according to the glass type, size, processing requirements and delivery method. Any delivery date or lead time stated at the time of ordering is an estimate unless we have expressly agreed a fixed delivery date in writing.

Where an order contains several products with different lead times, we may send the complete order together using the longest applicable lead time unless separate deliveries have been agreed.

Orders received outside normal working days may be processed on the next working day. Courier deliveries may be subject to the carrier's timetable and can be affected by weather, traffic, road restrictions and other events outside our reasonable control.

For large or fragile glass, delivery may require a fit and able person to assist with unloading and to move the goods only to the nearest safe, accessible ground-level storage point. Drivers will not normally carry large glass up or down stairs. The delivery area must be clear, safe and accessible.

Larger glass orders, balustrade glass and similar products may be delivered through a pallet or specialist network. The delivery vehicle may be a large rigid vehicle, so you must tell us in advance about restricted access, parking limitations, narrow roads or other delivery constraints. Additional delivery costs may apply where special arrangements are required.

Please provide a complete delivery address, accurate postcode, daytime telephone number and current email address. Additional costs caused by incorrect delivery information may be chargeable where permitted by law.

If you need to cancel an order, contact us as soon as possible at info@madetomeasureglass.co.uk and include your full contact details, order or invoice number, the products concerned, purchase date and reason for cancellation.

For bespoke or made-to-measure goods , the statutory cancellation rules can differ from those applying to standard goods. UK consumer legislation provides an exemption from the normal distance-selling cancellation right for goods made to the consumer's specifications or clearly personalised. Where a bespoke order has entered production, cancellation may therefore be unavailable or may result in charges for materials, processing and labour already committed, subject to applicable law and your statutory rights.

For standard stock items , any statutory cancellation rights that apply to the transaction will be honoured. If a cancellation is accepted after dispatch, reasonable collection or return costs may be payable where permitted by law.

Returns of standard, non-bespoke products are subject to the applicable statutory consumer rights and the specific terms confirmed at the time of purchase. If a return is agreed, the goods must normally be unused, undamaged and returned with their original protective packaging where this is reasonably possible.

Where a return is arranged by collection, the customer may be responsible for the reasonable collection or return cost where the law allows this. We will inspect returned goods before processing any applicable refund.

Nothing in this section limits a customer's rights where goods are faulty, not as described or otherwise fail to meet the standards required by law.

Bespoke glass is produced specifically to the dimensions, shape, finish and processing requirements selected for your order. This may include cut-to-size glass, toughened glass, shaped panels, drilled glass, notches, radius corners, painted glass, colour-matched glass, mirrors and other customised products.

Because bespoke products may have limited resale value, cancellation after production has started can result in charges for materials and labour already committed. Where a bespoke item is unsuitable because the customer's measurements, application or requirements were incorrect, responsibility may remain with the customer unless we have separately undertaken the relevant measuring or design service.

Please inspect your delivery as soon as reasonably possible. If goods arrive damaged, faulty, incomplete or different from what you ordered, contact us promptly at info@madetomeasureglass.co.uk with your name, order number and details of the issue.

Photographs are normally required so that we can assess transit damage or an alleged manufacturing issue. For a dimensional dispute, please provide clear photographs showing the measurement across the relevant panel with a tape measure positioned squarely where appropriate.

If damage is visible at delivery, please record it with the driver and notify us promptly. Where possible, accept undamaged items rather than refusing an entire delivery. Do not install, alter or move a damaged item more than is reasonably necessary to keep it safe, as doing so may make it harder to establish when the damage occurred.

We will assess accepted claims and, where appropriate, arrange repair, replacement, refund or another remedy in accordance with the applicable contract and statutory rights.

If your delivery is missing a panel, accessory or other item, please accept the remainder of the delivery where possible, make a note of the missing item with the driver and contact us promptly with your name, order number and details of what is missing.

Once the missing item has been verified, we will arrange the appropriate replacement or follow-up supply and provide confirmation where applicable.

Once goods have been delivered to the agreed delivery point, the customer must take reasonable care of them, subject to any legal rules that provide otherwise.

Where the customer provides a person to help unload large or fragile glass, the customer is responsible for ensuring that person is fit, capable and able to assist safely. Appropriate precautions should always be taken when handling glass.

We use customer information to process orders, communicate about quotations and deliveries, provide after-sales support and carry out other lawful business activities. Personal information may be shared with service providers where necessary to fulfil an order, such as payment, delivery, hosting or other operational providers.

Our separate privacy notice explains in more detail what information we collect, why we use it, the lawful bases for processing, who information may be shared with and the rights available to individuals under applicable UK data protection law.

View our Privacy Policy

We are not responsible for delays or failures caused by circumstances that are outside our reasonable control, including severe weather, flooding, fire, industrial action, civil disturbance, war, changes in law, transport disruption, supplier failure, utility or communications failures and other comparable events.

We will take reasonable steps to keep affected customers informed and to resume performance when it is reasonably possible to do so.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability that cannot legally be excluded or limited in relation to death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights.

Subject to those limits and to applicable law, we are not responsible for indirect or consequential losses that are not a reasonably foreseeable result of the contract. For business customers, any agreed limitation of liability will be interpreted in accordance with applicable law and the circumstances of the order.

Our products should be used only for their intended application and in accordance with appropriate installation, handling and maintenance guidance. The customer remains responsible for obtaining any professional, structural or building advice required for their particular project unless that service has been expressly included in our contract.

Unless otherwise stated, the text, graphics, photographs, layouts and other original material published on the Made to Measure Glass UK website belong to Glass Tailors Ltd or are used with appropriate permission.

Website content is provided for general information and may be updated from time to time. You may not reproduce, republish or commercially exploit our original website material without prior written permission, except where permitted by law.

We may update these terms from time to time to reflect changes to our business, products, website or legal requirements. The version applicable to an order will normally be the version in force when the contract is formed, unless a later change is required by law or otherwise agreed with you.

If any provision is found to be invalid or unenforceable, that provision will be treated as severable to the extent permitted by law and the remaining provisions will continue to apply.

Promotional prices, discounts and special offers are subject to the specific conditions published with the offer, as well as product and stock availability. Unless stated otherwise, promotions may be withdrawn or amended before an order is placed.

We aim to keep the Made to Measure Glass UK website accurate, useful and available, but website content may occasionally contain errors or become temporarily unavailable because of technical issues, maintenance or circumstances outside our control.

Website information should be read alongside the product specification and order confirmation that apply to your individual purchase. We do not accept responsibility for reliance on general website information where a specific written specification has been provided for your order.

We process personal data in accordance with applicable UK data protection law. Information supplied to us may be used to administer quotations and orders, arrange manufacture and delivery, provide customer service, maintain business records and, where lawful, send relevant marketing communications.

We do not use payment-card information for unrelated purposes. Where payment processing is handled by a third-party payment provider, that provider's own systems and terms may also apply.

For full details of your data protection rights and how we use personal information, please refer to our View our Privacy Policy

If you have a question about an order, cancellation, return, delivery, damaged glass or these terms, please contact us as soon as possible.

Glass Tailors Ltd trading as Made to Measure Glass UK

Unit K, Braintree Industrial Estate, Braintree Road
South Ruislip, Middlesex, HA4 0EJ
Email: info@madetomeasureglass.co.uk
Telephone: 020 3332 2004