I'm missing items from my order - what should I do?

We apologise if your order has arrived incomplete. Let's get this sorted for you immediately.

First: Please Check These 3 Things

Before contacting us, please quickly check the following, as items often turn up in these scenarios:

Step 1: Check Your Order Confirmation
Please review your original email to confirm exactly what was ordered. Sometimes customers believe they ordered a set (e.g., glass + rope) but may have only selected the glass.

Step 2: Check for Multiple Packages (Split Shipments)

• Glass and accessories often ship separately. For example, if you ordered custom glass and a rope seal, they may be dispatched from different areas of the workshop or in separate tubes/boxes to protect the glass.

• Please allow 24 hours in case a second package is trailing slightly behind the first.

Step 3: Check Your Delivery Location
Couriers often leave small packages in "Safe Places." Please check:

• Behind bins or garden furniture.

• Inside a porch, garage, or greenhouse.

• With a neighbor.

• If delivering to a business: Check with the reception or mailroom.

Still Missing? Contact Us Immediately

If you have checked the above and items are definitely missing, please contact us with:

1. Your Order Number.

2. The name of the missing item.

Contact Methods:

💬 Live Chat
Our Virtual Assistant is ready to help 24/7.

• Click the chat icon on the bottom right of any page.

📧 Email
Send your details to: info@stoveglassreplacement.co.uk

• We typically respond within one working day.

📱 WhatsApp
Message us at: https://wa.me/443302294118

• Monitoring Hours: Monday–Friday, 9am–3:30pm.

• You can message us 24/7, but we will respond during the hours above.

What Happens Next?

Step 1: We Investigate (Same Working Day)
We will check our dispatch records and CCTV packing footage to verify exactly what was packed and sent.

Step 2: We Resolve It (Within 24 Hours)

• Scenario A: The item was sent separately
  We will provide you with the tracking number for the second package so you can see when it will arrive.

• Scenario B: We made a packing error
  We will dispatch the missing item(s) immediately on an expedited service.

Important Assurance:
✓ No cost to you – If an item is missing due to our error, we cover all shipping costs.
✓ Fast Resolution – We prioritise missing item reports to ensure you can finish your stove repair.

Typical Resolution Timeline:

• Report issue: Day 1
• Investigation: Same day (during working hours)
• Missing item dispatched: Day 1 or 2
• Delivery: 1–2 working days after dispatch

We Sincerely Apologise
Finding an item missing is frustrating, and we understand the inconvenience. We will make this right as quickly as possible.