Delivery Policy

Our custom shower doors and screens are delivered directly to your door by either our team or a specialist courier experienced in handling glass safely. Depending on your location and unit size, we will select the most appropriate delivery method to ensure your order arrives in perfect condition.

Hardware may be delivered separately from the glass. In such cases, we will notify you via email with an approximate delivery time frame.

Please ensure all delivery address details, contact numbers, and email addresses are entered correctly at the time of order. It is the customer’s responsibility to ensure that the delivery address and contact details are correct.

Delivery addresses can only be amended more than 48 working hours before the agreed delivery date (Monday–Friday, 9am–5pm).

Requests to amend the delivery address should be emailed to hello@showerdoorbuilder.com, and must include your full name and order number.

If a delivery fails due to incorrect or outdated address information, a re-delivery charge will apply.

Delivery Hours Notice

Please note that our delivery service operates outside of standard business hours. When you place an order with us, you will receive your three-hour delivery time slot either the evening before or the morning of your scheduled delivery day.

As our delivery times may not fall within your regular business hours, it is your responsibility to ensure that someone is available on-site to receive and check the goods upon arrival.

We cannot guarantee that delivery will take place during your normal operating hours.If no one will be available, goods may be left in a secure, pre-agreed safe place at your own risk, provided that

You notify us by email at hello@showerdoorbuilder.com

You provide at least 48 hours’ notice (Monday to Friday, 9am–5pm)

We confirm that your request has been accepted

Please note we cannot accept or process delivery instructions over the telephone.

If you are unable to meet the above criteria and the delivery cannot be completed, a re-delivery charge will apply. The amount will depend on your postcode area. An invoice will be issued, and once payment is received, your delivery will be re-arranged for the next available date.

Important: During peak periods (e.g., pre-Christmas), deliveries may occur as late as 10:30 PM, Monday–Friday, this is for all addresses including commercial business premises. Please ensure you’re available during extended delivery hours before placing your order. Delivery may also be scheduled during weekends to deal with the demand.

Stair Access and Delivery Location

Deliveries will be made to the hallway or ground-level entrance only.

For flats and apartments without lift access, our couriers will carry goods up to a maximum of two flights of stairs.This policy only applies to flats and apartments. For all other residential homes and commercial properties, goods will be delivered to the hallway, and will not be carried upstairs. The access must be clear of all items to avoid risk of damage. The courier shall not be held responsible for any damage, loss, or deterioration of items that remain in place contrary to the removal request.

Prior to ordering, you must inform us via email to hello@showerdoorbuilder.com of any restrictions that may affect delivery to your property. Examples include (but are not limited to):

Low bridges or height restrictions

Routes requiring off-road or 4x4 vehicles

Narrow lanes unsuitable for larger vehicles

Gated access where gates are not manned - This list is not exhaustive. Please provide any other relevant information that may affect courier access.

Failure to notify us in advance may result in an aborted delivery and a re-delivery charge of the cost of delivery to your postcode area.

We also reserve the right to decline delivery to the address provided if the courier deems it unsuitable or inaccessible. In such instances: The customer will be required to provide an alternative suitable delivery address, notified via email to hello@showerdoorbuilder.com. Re-delivery will be chargeable at the delivery rate applicable to your postcode area and a further date will require arranging.

Once notification is received that the original address is not suitable, you must respond within 2 working days. Failure to respond within this timeframe may delay delivery of the goods.

If the courier arrives and:

• No one is home, or

• You are not in the immediate vicinity to receive the delivery…the courier cannot wait as they have a limited time slot. The delivery will be aborted and a re-delivery charge will apply at the delivery rate to your postcode area.

If the courier attends the site and no one is present:

They will request approval from our Customer Services if they feel there is a safe place to leave the goods - if this is out of our business hours or they feel that the location may not be secure they will abort the delivery.

• If delivery takes place outside our normal business hours (Monday–Friday, 9am–5pm), our team may be unavailable for immediate authorisation.

• Therefore, if you require goods to be left, this must be pre-arranged and approved with a minimum of 48 hours notice during our office hours.

• Requests should be emailed to hello@showerdoorbuilder.com

• If a safe-place arrangement is not approved in advance, the courier will abort the delivery, and a re-delivery fee will be charged at the rate of delivery to your postcode area.

• Please note that during busy periods such as Christmas couriers may work longer hours and delivery may take place up-to 10.30pm this includes residential and commercial properties.

Site access restrictions - At the point of order, you must inform us via email to hello@showerdoorbuilder.com of any restrictions that may affect delivery to your property. Examples include (but are not limited to):

• Low bridges or height restrictions

• Routes requiring off-road or 4x4 vehicles

• Narrow lanes unsuitable for large vehicles

• Gated access where gates are not manned - This list is not exhaustive. Please provide any other relevant information that may affect courier access.

If delivering to an onward freight company or port check-in point, please note: Our couriers follow a multi-drop route schedule and cannot wait if the location is busy. If the queue exceeds 10 minutes, the delivery will be aborted. A re-delivery charge will apply based on the postcode area. To reschedule, email hello@showerdoorbuilder.com. An invoice will be issued, and once settled, the courier will contact you to rebook.

We do not deliver to informal locations such as car parks, roadside meet-ups, or any temporary collection points. Delivery must be made to a fixed, accessible residential or commercial address.

Neither the Company nor its appointed courier shall be responsible for the storage of goods beyond a reasonable period. A maximum storage period of fourteen (14) days shall apply from the date the goods are ready for dispatch. Thereafter, storage charges shall accrue on a daily basis, calculated according to the number of items and the storage space required.

Transfer of Title.

Where the Customer designates a freight forwarder or other third-party carrier (“Forwarder”) to receive the Goods, delivery to the Forwarder constitutes delivery to the Customer.

The Forwarder must inspect the Goods on receipt for quantity and condition and note any discrepancies on the delivery documentation; from handover, title and risk pass to the Customer and we accept no liability for loss, damage, or shortages thereafter.

In the event of any damage or shortage at the point of handover, the Customer must notify us immediately and the Goods must be refused; no onward shipment is to take place until we have had the opportunity to inspect and replace or produce a new item. Failure to comply with this clause will be deemed acceptance of the Goods as delivered in full and in good condition. We will not be responsible for any onward freight costs. Any re-delivery will be made into the freight company if so required

Our made-to-measure shower doors follow a production and quality-control process. Lead times may vary depending on demand. Once your order passes QC, we will contact you to arrange a suitable delivery date. You can check the progress of your order by using our 'where's my order' link at the bottom of the home page on our website - this is the latest and most up-to-date information.

1. Goods are signed off by Quality Control and packed.

2. Delivery routes are scheduled.

3. A text/email is sent with your provisional delivery date and 3-hour delivery window (subject to change).

4. You must reply to confirm or suggest an alternative date. Please note: When the courier contacts you with a delivery date, you must confirm or reschedule directly with them using the details in their email or text. If the date isn’t suitable, do not contact us — simply reply to the courier and they’ll offer an alternative slot.

5. If no reply is received, you will receive a follow-up call.

6. On the day of delivery: - You will receive a text advising of a provisional delivery window - please note this may change if the delivery encounter - heavy traffic, inclement weather or a road traffic accident - this list is not exhaustive.

• You’ll receive reminder texts and live tracking (30–60 minutes before arrival).

• The team will call before arrival.

• Goods will be placed in the hallway or a ground-floor room subject to access and space - commercial properties should ensure good access such as a loading bay.

• Ensure the route to the room is clear of obstructions.

Important: During peak periods (e.g., pre-Christmas), deliveries may occur as late as 10:30 PM, Monday–Friday. Please ensure you’re available during extended delivery hours before placing your order. The couriers work beyond standard business hours – please bear this in mind if the delivery is to a business address. We cannot guarantee the delivery will arrive within business hours.

Goods can only be left in a pre-agreed safe place with at least 48 hours’ notice and approval from our office. This must be received during our working hours - Monday to Friday 9am - 5pm. The courier cannot accept a note left to confirm this and will need office approval.

Please ensure you:

• Only sign for the number of packages you receive.

• Inspect packaging for visible damage before signing.

• Check the electronic terminal reflects the correct quantity and condition of goods received.

• You will receive a confirmation text/email and must respond to confirm the date.

• A text will be sent approximately one hour prior to delivery on the day.

We deliver to mainland England, Scotland, and Wales only.

We do not deliver to:

Offshore islands (e.g., Isle of Wight, Scottish Isles, Ireland)

Channel Islands

Northern Ireland

Any location requiring overseas or ferry transportation

If you use a freight forwarder, you assume full responsibility for the goods once signed for at the point of handover.