FAQ - Frequently Asked Questions

My order hasn’t arrived. Where is it?

We use a reliable courier service to deliver items purchased from the GGR Glass website usually within two working days from order acceptance. To receive an update about the status of your order you can speak to our customer service team on 0161 683 2580. For more information about order delivery click here.

Can you guarantee a delivery by a certain date?

We can advise on an expected delivery date when you place your order, which will be between 8am and 6pm, Monday to Friday, excluding Bank Holidays. If you need an item urgently, please contact our customer service team and we will do all we can to get your order to you as required. Please note that choosing a guaranteed morning or pre-9am courier service will incur additional charges.

• Orders placed before 2pm will be dispatched the same working day.
• Orders after 2pm are dispatched the following working day.
• Please allow up to 2 days from confirmation of dispatch for delivery.
• Orders placed by non-UK customers may take 3 days for payment to clear. Once received, your order will be dispatched.

How do I track my parcel?

Once your order has been shipped, you will receive an email with your tracking number. DHL shipments can be tracked on the DHL website. DPD shipments can be tracked on the DPD website.

I have received an incorrect item, what do I do?

Please contact our office immediately. We will arrange to send the correct item if it is in stock.

An item is missing from my delivery, where is it?

Contact our customer service department to confirm your order and delivery details. Occasionally, products ordered together may be delivered separately.

How secure is your website?

We have taken all necessary measures to ensure secure browsing and online payments. For more details, click here.

What will my personal information be used for?

Your data is used in accordance with the Data Protection Act 1998 for order processing and service updates. Read more about our privacy policy here.

What is your website’s cookies policy?

We use cookies to improve your experience. Read our full cookies policy here.

I have received a faulty product, what should I do?

Contact 0161 683 2580 for troubleshooting. If defective, return it to GGR Group Oldham for replacement, repair or refund. Customers must cover return and redelivery costs. For more info, click here.

How do I exchange an unwanted unused item?

Return the item in its original condition to GGR Group Oldham and email returns@ggrgroup.com with the item you wish to purchase instead. More info can be found here.

I’m having a problem when trying to order something. Can you help?

Please contact 0161 683 2580 and we will assist with your order or place it by phone.

How do I cancel or change an order?

Contact our depot on 0161 683 2580 to organise cancellation, refund, or return if your order has been dispatched.

How do I check if an item is in stock?

Stock status is shown on each product page. For updates on unavailable items, contact our team. More info: click here.

How can I track my orders and view my order history?

You will receive a tracking number via email. DHL orders can be tracked here. For help, please contact us.

I placed an order but didn’t receive confirmation. Did you get my order?

Check your email address was entered correctly. If you haven’t received confirmation, contact customer services.

What are the restrictions on ordering knives and blades online?

UK law prohibits selling knives or pointed tools to anyone under 18. Purchases must be made using a credit card registered in the shopper’s name.

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, Apple Pay, and Google Pay. Online payments are processed via Stripe’s secure system.

How do I open an account for shopping online?

Click “Log In” at the top of the homepage and then “Create a new account”. Enter your details to save time on future purchases and receive exclusive offers.

How do I change my account information/password?

Log in and visit “My Account”. To change your password, a notification and further instructions will be emailed to you.

I’ve forgotten my password; how do I retrieve it?

Click “Forgot Your Password” in the login area. You will receive a reset link by email.

I’d like to receive a GGR catalogue, how do I request one?

To download a GGR catalogue, click here.

How do I sign up for your monthly e-newsletter?

Click here to sign up for our newsletter, featuring new products and project news.

How do I leave feedback about GGR’s products and service?

Leave reviews on product pages or send feedback via our enquiry form. Alternatively, contact customer services at 0161 683 2580 or info@ggrgroup.com

How do I make a complaint?

Contact us at 0161 683 2580 or info@ggrgroup.com and we will do our best to resolve the issue.

What are your opening hours?

Customer service is open Monday to Friday, 8:30am to 5:30pm. For more information visit our Contact Us page.