Shipping & Returns Policy

Last updated: 17th April 2025

At Kozza UK, we’re committed to delivering your glass balustrade systems and components as smoothly and efficiently as possible. Please read the following information carefully to understand how our delivery process works, what to expect, and how to handle any issues that may arise.

Shipping & Delivery Information

Estimated Delivery Timeframes

We aim to deliver all standard orders within:

  • Mainland UK: 10–15 working days
  • Wales, Devon, Cornwall, Scottish Highlands: 15–20 working days
  • Laminated glass orders:
    • Mainland UK: 15–20 working days
    • Wales, Devon, Cornwall, Scottish Highlands: 20–25 working days

⚠️ Please note: These are estimated delivery windows. Delays may occur due to glass shortages, courier issues, busy periods, or the production of specialist or niche products.

Delivery Process

  • Kerbside Delivery Only: All deliveries are made to the nearest safe kerbside location accessible by our delivery vehicle.
  • No Entry Policy: Our delivery team is not authorised to enter properties or move goods beyond the kerbside.

  • Unloading Responsibility

    • If your order includes laminated glass, panels over 2m, or items heavier than 30kg, you must have sufficient manpower on-site to safely unload

    • Our drivers do not provide lifting equipment or manual handling assistance.

Pre-Delivery Notification

  • You will receive a text message from our delivery partner EGW one working day before delivery.
  • Deliveries occur between 8:00 AM and 7:00 PM.
  • Specific time slots are not available – all deliveries are booked as all-day appointments.

Customer Responsibilities

To avoid failed deliveries or additional charges, please ensure:

  • Safe Vehicle Access: Let us know in advance of any access issues (e.g., narrow roads, low bridges, weight restrictions).
  • Clear Drop-Off Area: The kerbside area must be flat, clear, and accessible.
  • Presence at Delivery: Someone must be present to receive and sign for the goods. Missed deliveries may incur redelivery charges.
  • Contact Details: Ensure we have accurate contact information for all delivery communication.

Reporting Delivery Issues

Damaged or Missing Items

  • Damage or Faults: Must be reported within 3 working days of delivery.
  • Missing Items: Also report within 3 working days to arrange a replacement.
  • Packaging: Customers are responsible for the disposal of any protective packaging materials.

  • Refusing Delivery: If goods arrive damaged or incorrect, please refuse the delivery and return them with the driver where possible.

Delivery Coverage

We deliver across Mainland UK and the Scottish Highlands:

  • Local deliveries are handled by the Express Glass Warehouse transport team
  • All other areas are served by trusted third-party couriers

Delivery Costs

Delivery charges are calculated at checkout and vary depending on:

  • Order size and weight
  • Delivery location
  • Product type (e.g., laminated glass or oversized panels)

Returns & Refunds

Made-to-Order Products

Due to the bespoke nature of most of our glass products, we do not offer refunds for:

  • Change of mind
  • Incorrect specifications provided
  • Items no longer required

Faulty or Damaged Goods

If an item is faulty or damaged in transit:

  1. Notify us within 3 working days of delivery.
  2. Provide clear photos and a written description of the issue.
  3. We will arrange free collection and aim to send replacements within 2–5 working days.

Returnable Items

  • Only non-custom items, such as standard fittings, may be returned.
  • A £12.00 re-stocking fee applies to all returned fittings.
  • Items must be returned in their original packaging, securely packed.

Non-Returnable Items

  • Custom-cut glass panels
  • Laminated or toughened safety glass

     

  • Any made-to-measure or bespoke items

    Unless faulty, these items cannot be returned or refunded.

Refund Process

  • Once returned items are inspected, we’ll notify you of approval.
  • Approved refunds will be processed within 7–10 business days.

Contact Us

If you need help with your delivery or return:

  • Phone: 07717 497 429
  • Email: info@kozzarailing.co.uk

By placing an order with Kozza UK, you acknowledge and agree to the terms outlined above. These policies help us ensure safe deliveries and a fair process for all our customers. Thank you for choosing Kozza UK for your glass balustrade needs.