Delivery Information

Every Amber Dragons stained glass artwork is handled, protected and packaged with care. This page explains how ready-made products and bespoke stained glass commissions are prepared, dispatched and delivered.

If you have a delivery question that is not answered below, please email contact@amberdragons.co.uk before placing your order.

UK Delivery

Amber Dragons delivers handmade stained glass artwork throughout the United Kingdom.

The delivery method is selected according to the:

  • Size and weight of the artwork
  • Fragility of the product
  • Delivery destination
  • Value of the order
  • Level of tracking and compensation required
  • Availability of an appropriate postal or courier service

Small products may be sent using a tracked postal service. Larger, higher-value or particularly fragile pieces may require a specialist courier, enhanced insurance, personal collection or another delivery arrangement agreed with the customer.

Processing and Dispatch Times

Ready-made products are prepared for dispatch after payment has been successfully received.

The estimated dispatch period will be displayed on the product page, during checkout or in your order confirmation.

Please allow additional preparation time for:

  • Personalised products
  • Made-to-order artwork
  • Large or fragile pieces
  • Bespoke stained glass commissions
  • Orders placed during busy seasonal periods

You will be contacted if an unexpected issue is likely to cause a significant delay.

Bespoke Stained Glass Commissions

Bespoke stained glass artwork is created individually and will require a longer production period than a ready-made product.

The expected completion and delivery timeframe will be discussed before the commission is approved. Timescales may depend on:

  • The size and complexity of the design
  • Design approval
  • Glass and material availability
  • Personalisation requirements
  • Customer response times
  • The production method
  • Delivery or installation requirements

If the agreed design or specification changes after work begins, the completion and delivery date may also need to change.

Amber Dragons will keep you informed if a bespoke commission is affected by a significant delay.

Delivery Charges

Delivery charges are calculated according to the product, parcel dimensions, weight, destination and required delivery service.

The delivery charge will be:

  • Displayed during checkout
  • Included on the relevant product page; or
  • Confirmed separately in a bespoke quotation

Large stained glass panels, architectural glass and unusually fragile commissions may require an individual delivery quotation.

No additional delivery charge will be applied after an order is confirmed without first discussing it with the customer.

Delivery Times

Estimated delivery times begin when the order has been dispatched, not when the order is placed.

Delivery estimates are not guaranteed unless a guaranteed service has been specifically agreed and purchased.

Unless a different timeframe has been agreed, orders will be delivered without undue delay and normally within 30 days of the contract being formed. Bespoke production times will be agreed separately before work begins.

Delivery may occasionally be affected by circumstances outside the reasonable control of Amber Dragons, including:

  • Courier or postal disruption
  • Severe weather
  • Industrial action
  • Public holidays
  • Remote delivery locations
  • Customs procedures
  • Incorrect or incomplete delivery information

Please contact Amber Dragons if your order has not arrived within the expected period.

Tracking Information

A tracked delivery service will be used where appropriate and available.

If tracking is provided, the tracking reference will normally be sent after dispatch. Tracking information may take several hours to become active after the parcel has entered the delivery network.

Some delivery services may provide:

  • Parcel tracking
  • Email or text updates
  • An estimated delivery window
  • A delivery photograph
  • A signature on delivery

These features depend on the delivery provider and service selected.

Proof of Postage

Amber Dragons will obtain and retain proof of postage or dispatch where appropriate.

Proof of postage confirms that the parcel has entered the delivery network. It does not remove Amber Dragons’ responsibility for resolving a qualifying problem with an order that is lost or damaged before it reaches the customer.

Customers returning an item should also obtain and retain proof of postage and tracking information.

Shipping Insurance and Compensation

Amber Dragons will select a delivery service considered appropriate for the value and fragility of the artwork.

Where appropriate, this may include:

  • Tracked delivery
  • Signature or photographic confirmation
  • Compensation cover
  • Additional insurance
  • A specialist fragile-item courier

Postal insurance or courier compensation arranged by Amber Dragons protects Amber Dragons against transit loss or damage. It does not replace, restrict or reduce the customer’s statutory rights.

Where Amber Dragons arranges delivery, the product remains at Amber Dragons’ risk until it comes into the physical possession of the customer or a person identified by the customer to receive it.

Protective Packaging

Stained glass is fragile and requires careful preparation for delivery.

Depending on the artwork, protective packaging may include:

  • Protective wrapping
  • Edge and corner protection
  • Reinforced cardboard
  • Strong inner and outer boxes
  • Cushioning or void-filling material
  • Clearly secured hanging components
  • Appropriate handling labels

Reused or recyclable packaging may be used where it remains clean, secure and suitable for protecting the artwork.

Customers should open parcels carefully. Avoid using knives or sharp tools close to the glass or protective wrapping.

Please retain all packaging until the artwork has been inspected and confirmed as undamaged.

Delivery Addresses

Customers are responsible for supplying a complete and accurate delivery address.

Please check:

  • House name or number
  • Street
  • Town or city
  • County where required
  • Postcode
  • Recipient’s name
  • Contact telephone number where requested

Contact Amber Dragons immediately if an address needs to be changed.

It may not be possible to amend an address after an order has been dispatched.

Amber Dragons is not responsible for avoidable delays caused by incorrect or incomplete information provided by the customer. Reasonable redelivery charges may apply if a parcel is returned because the supplied address was incorrect or repeated delivery attempts were unsuccessful.

Signatures and Safe-Place Instructions

A signature may be required for valuable or fragile orders.

Please ensure that someone is available to receive the parcel or follow the delivery provider’s instructions for rearranging delivery.

Customers should consider carefully before asking a courier to leave fragile artwork in an unattended location. Safe-place or neighbour instructions may affect the security of the parcel and the delivery provider’s compensation arrangements.

Inspecting Your Delivery

Please inspect the parcel and artwork as soon as reasonably possible after delivery.

If the outer packaging appears damaged:

  1. Photograph the unopened parcel.
  2. Photograph each side of the outer packaging.
  3. Carefully open the parcel.
  4. Photograph the inner packaging.
  5. Photograph any damage to the artwork.
  6. Retain the box, wrapping, labels and protective materials.
  7. Contact Amber Dragons promptly.

Reporting visible transit damage within 48 hours is extremely helpful when evidence must be supplied to a delivery provider. This requested reporting period does not remove or limit your statutory rights.

Damaged Items

If an item arrives damaged, email contact@amberdragons.co.uk and include:

  • Your name
  • Order number or purchase details
  • Date of delivery
  • A description of the damage
  • Photographs of the artwork
  • Photographs of the inner and outer packaging
  • A photograph of the delivery label

Please do not dispose of the artwork or packaging until advised. The delivery provider may require them as evidence.

Depending on the circumstances and your legal rights, Amber Dragons may offer:

  • A repair
  • A replacement
  • A partial refund
  • A full refund

Customers will not be required to pursue the courier instead of exercising their rights against Amber Dragons.

Missing Deliveries

If tracking shows an order as delivered but you cannot locate it, please:

  • Check the stated delivery location
  • Check with other household members
  • Check with immediate neighbours
  • Review any delivery photograph
  • Contact the delivery provider where appropriate
  • Notify Amber Dragons promptly

Amber Dragons will investigate missing parcels with the delivery provider.

A parcel may not be officially classified as lost until the provider’s investigation period has passed. If an order is confirmed as lost, Amber Dragons will provide an appropriate replacement or refund.

Delayed Deliveries

If a parcel is delayed, Amber Dragons will help investigate its progress.

Where delivery by an agreed date is essential, please explain this before ordering. Amber Dragons must confirm acceptance of an essential delivery date in writing.

If an order cannot be delivered within an agreed or legally required timeframe, the customer may have the right to cancel and receive a refund.

Large Panels and Specialist Delivery

Large stained glass panels, windows, door panels and architectural commissions may not be suitable for ordinary parcel delivery.

Alternative arrangements may include:

  • Specialist courier delivery
  • Dedicated vehicle delivery
  • Customer collection
  • Delivery to an installer
  • On-site installation where separately agreed

These arrangements and costs will be confirmed before the commission proceeds.

Unless expressly included in the quotation, delivery does not include installation.

Collection

Collection may be available by prior arrangement for suitable orders.

Do not travel to collect an order until Amber Dragons has confirmed that:

  • The artwork is complete
  • Final payment has been received
  • The item is ready
  • A collection date and time have been agreed

Customers collecting fragile artwork are responsible for using a suitable vehicle and securing the item safely after collection.

International Delivery

International delivery may be available by prior agreement.

Before accepting an international order, Amber Dragons may need to confirm:

  • Whether a suitable service is available
  • Packaging requirements
  • Delivery times
  • Insurance or compensation cover
  • Customs requirements
  • The total delivery charge

International customers may be responsible for customs duties, import taxes, local charges and handling fees imposed by the destination country.

Customs procedures can cause delays outside the control of Amber Dragons.

Some large, highly fragile or valuable artworks may not be available for international delivery.

Returns

Return arrangements depend on whether the product is:

  • A standard ready-made item
  • Personalised
  • Made to order
  • A bespoke commission
  • Faulty, damaged or incorrectly supplied

Please read the Amber Dragons Terms and Conditions before returning an item.

Customers returning an eligible product should:

  • Contact Amber Dragons first
  • Package it securely
  • Use appropriate protection
  • Use a tracked delivery service
  • Obtain proof of postage
  • Arrange suitable insurance where appropriate

Contact Amber Dragons

For delivery questions, damaged parcels or missing orders, contact:

Christine Saunders
Amber Dragons
Email: contact@amberdragons.co.uk
Website: https://amberdragons.co.uk/

Please include your order number or commission details so your enquiry can be investigated efficiently.

You may also wish to read: