Order Help & FAQ's
We have listed below the top FAQ’s we get asked about our products & services.
Delivery Information
Who will you use to deliver my order?
All orders that Harviglass ship are via a reputable courier that we trust with our products. We often use TNT as our preferred courier service as we have used them for many years with little issue.
Where nessecary we may also use some of the UK’s other large couriers like DHL, DPD, UPS or Royal Mail.
Please note: The courier chosen often depends on the size of the items ordered.
Am I able to track my order?
Most orders that we ship will include a tracking number so that you can track your delivery. You can find your tracking number in your Orders area within your account or on the email you will reveice when your order is shipped.
In some cases a tracking code may not be possible for smaller items like screws or fixings.
What should I do if my order hasn't been delivered yet?
If your order hasn’t been delivered within the projected timeframe we sincerely apologise for the inconvenience. Depedning on which stage of the order process your order is at there are a few different things to do.
Processing – If your order is still processing, please get in touch with us (Contact Us) for an update on your order.
Shipped – If your order has already been marked as shipped, you should have been provided with a tracking code and the name of the courier company we have shipped your item with. Please first contact the courier using the tracking code provided to get a direct response from them. If you have no luck or you have issues, please get in touch with us (Contact Us) and we will chase the courier for you.
My order status still says 'processing', when will it be shipped?
If you have placed an order on our website and the order status is still marked as processing this may be that your order is currently being prepared in the factory. Orders usually take 3-5 working days to dispatch.
As soon as your order ships, we will update your order status and provide a tracking code where possible.
Returns & Refunds
What is your returns policy?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need proof of purchase. To start a return, you can contact us at info@harviglass.com.
Please note that returns (unless at the supplier’s fault) will need to be returned at your cost and may incur a restocking charge. If your return is accepted, details on how and where to send your package will be emailed to you. Items sent back to us without first requesting a return will not be accepted. and may incur additional charges.
Exceptions / non-returnable items We do not accept returns for any sign blanks or bespoke items as these items are made to order. Please get in touch if you have questions or concerns about your specific item.
Damages and issues Any damages should be notified to us within 3 days from receipt of the order.
All deliveries should be checked for any signs of potential damage on receipt of delivery & recorded if visible. If not able to check, please mark it as unchecked. All courier documentation should be marked accordingly so we can ensure that corrective actions can be put in place.
I have returned items, have you received them?
Once we receive your returned items they will be processed accordingly but we may not update you once received. We will update you once processed with the next steps.
We recommend to return your items with a tracked courier is possible so that tracking is available throughout the process.
Do you offer exchanges instead of a refund?
If your item was damaged in transit or has any other issues we may offer you an exchange instead of a refund for the item. Each case is different and will be assessed on a case by case basis.
Order Issues
I have received a faulty / damaged item, what do I do?
In the rare event that your package is lost or damaged during delivery, please contact our customer support team.
You can follow this link to report the issue online: Click Here
Alternatively you can call us on 01613 682 398 and we will assist you in resolving the issue promptly.
I have accidently ordered the wrong item, what do I do?
If you have made any errors in your order it is important to contact us as soon as possible to make any amendments. If your item is made to order we will not be able to make any changes once the items have gone into production. Please call us straight away: 01613 682 398
Payments
What payment methods do you accept?
We accept a variety of payment methods, including credit and debit cards (Visa, Mastercard, American Express, Discover), as well as payments through Stripe. We do not currently accept cash or checks.
Is my payment information secure on your website?
Yes, your payment information is highly secure when you make a purchase on our website. We use industry-standard encryption protocols, and our payment processor, Stripe, is renowned for its robust security measures to protect your data.
Why was my credit card declined during the checkout process?
Credit card declines can occur for various reasons, including insufficient funds, incorrect card details, or an issue with your card issuer. Please double-check your card information, ensure you have sufficient funds, and contact your card issuer for further assistance if necessary.
Can I use multiple payment methods for a single order?
Currently, our system allows you to use only one payment method per order. If you wish to split a payment between multiple methods, we recommend placing separate orders for each payment method you’d like to use.
Account Help
How do I create an account on your website?
Creating an account on our wesbite is very simple. You have the option to create an account at checkout, alternatively you can head over to the My Account page where you will be given the option to register.
Where can I find my orders?
All of your previous and current orders can be found in your account area once logged in.
How do I reset my account password?
If you have forgotten your password, you can reset this using our online password reset form. Please head over to the Forgotten Password page and follow the instructions.
Do you need some help?
If you can’t find any of the information that you are looking for, please get in contact and we’ll be happy to help clear things up.