We know mistakes happen, particularly when you’re ordering something made to an exact measurement. For bespoke and made-to-measure orders, please check all dimensions, finishes, quantities and specifications carefully before placing your order.
Before production begins
If you need to change or cancel a bespoke order, please contact us within two working hours of receiving your order confirmation. During this period, we’ll do our best to make any requested changes or cancel the order before it reaches production. Orders placed outside our normal working hours will be treated as received from the start of the next working day.
Once production has started
Because bespoke mirror and glass is manufactured specifically for your order, once cutting, processing or fabrication has begun we may no longer be able to change or cancel it. If you contact us after your order has entered production, speak to us anyway. We’ll always check what stage it has reached and whether there is anything we can reasonably do.
Drawings & customer approval
Some bespoke or technically complex orders may require drawings, templates or specifications to be approved before manufacture. Where this applies, we will not release the relevant item into production until you have approved the final specification.
Need to change something now? Reply directly to your order confirmation email, or email hello@mirrorandglass.co with your order number; it’s at the top of the confirmation. Speed matters more than detail.