Call 0800 6124505 - Welcome to Splashbacks UK

FAQ's

Corona Virus Update

At present all our systems are running slower than usual and our usual time frames will be affected.

We are committed to try and avoid delays as much as possible.  

However, with the current economic climate and the corona virus forcing closures and delays, this will be affected in the coming weeks, it is difficult to gauge by how much at present.

If you do not wish to wait on your order being manufactured please let us know 'as per your confirmation email details' and we will cancel your order and refund you in full. Please email through the request.

If you wish to continue with your order placed, we ask that there is an understanding that we may take longer to complete the order when faced with delays due to the lockdown process.

With this product type there are various stages of production that a panel goes through and it takes a number of departments and individual handling to get each panel through production. 

We rely on glass coming in from the EU,  we rely on our staff being healthy to handle the orders, and lastly we also rely on the courier service to deliver the products to you in good condition. 

We will do what we can to have the order to you as quickly as we possibly can. At the moment we are estimating that it may take twice as long getting orders through and delivered compared to our standard times.

What are your payment options?

We have chosen to use Payzone to handle our payments as they accept most major credit cards and are proven, secure payment solutions. Furthermore, you do not need to have, or create, a Payzoneaccount to make a purchase. You will be directed to pay for your glass as you complete your online order. We can also take payment over the telephone or email you through a payment link direct to your email address. If you are looking an alternate method we will also accept posted checks, however, it may delay your order as production will not start until the check has arrived.

Will my panels be exactly to the mm?

All toughened glass has a 1-2mm tolerance on the sizes. As the glass is toughened it is heated and cooled repeatedly. This causes the glass to expand and contract slightly during the process and can effect the overall measure on width or height - thus the tolerance/expansion gap guide.

How long will my order take?

We aim to dispatch all bespoke orders within 3-6 weeks of processing your order, if you are ordering a stock size of clear glass either 600mm x 750mm or 900mm x 750mm orders are usually dispatched sooner.  Any shaped glass takes approx an extra 7 days on top of the standard timefrmaes:

Dispatch times are as follows:

Clear Glass approx 14-18 days

Coloured Glass approx 18-28 days

Printed Glass approx 4-6 weeks.

Mirror Glass approx 10-21 days

 

What is your Cancellation / Return policy?

Once you have placed your order online we will check over your order details and send you through a personal confirmation from SplashbacksUK. Orders requiring additional delivery payments or that have been priced incorrectly will be highlighted to you at this time and you will have the option to continue with the additional payment or cancel your order. Please check your email regularly as we will email through any issues that may arise.

Once you have received this confirmation then your order has gone into production.

Please note as this is a bespoke item there is no option to cancel the order with a full refund once production has commenced. If you wish to cancel the order you will need to inform us by email confirmation. 

There is a cancellation fee of 50% on the order cost, (minus accessories and delivery charges).

Unfortunately, we cannot offer a return service for custom made items.

What if my splashback is damaged?

Any items damaged in transit should be noted at time of delivery, and if possible delivery should be refused and returned to us. Please contact us as soon as possible to let us know.

For faults that are not apparent until after opening, you must let us know within 24 hours of receiving the item; this can be done by email or phone. We will need you to email us photographic evidence of the fault. We will then decide how best to rectify the fault, where possible we reserve the right to replace the panel or repair any defects rather than remaking that particular piece of glass or issuing any form of compensation. When assessing surface faults the panel is to be observed from a distance of 1.5 metres under normal daylight conditions. Angle of observation is to be 90 degrees to the glass surface. i.e. normal incidence. Only marks visible from this distance will be considered. Only marks that are greater than 2mm in length will be considered a defect. If the glass is fitted we are unable to consider any claims of damage.  

The toughened glass is very robust and heat resistant - but the edges are still fragile. Please take care when handling that the edges do not get hit as this may cause the glass to shatter. With it being safety glass the shatter will be small cubes that will do no serious harm (thus the word safety) but my cause alarm as it will explode with a bang.

The glass does not carry underlying fractures - the only reason for it to fracture is immediate impact on the sides or corners.

Is there a minimum or maximum size I can order?

There is no minimum size of the splashback that we can currently produce, however, if very small we may not be able to toughen and may have to hand polish. The maximum size that we can safely deliver is 3000mm x 1000mm, although for panels of this size there is a larger delivery charge. However if your requirements exceed these current limitations please email us at info@splashbacksuk.com and we will happily consider your request.

How tough is our glass?

Our glass splashbacks are 6mm toughened glass so that they can be used behind electric or gas hobs and Aga's They are extremely robust and very safe. All of our glass, with the exception of the mirror glass, is toughened to meet British and European Safety Standard BS EN 12150.

The toughened glass is very robust and heat resistant - but the edges are still fragile. Please take care when handling that the edges do not get hit as this may cause the glass to shatter. With it being safety glass the shatter will be small cubes that will do no serious harm (thus the word safety) but my cause alarm as it will explode with a bang.  The glass does not carry underlying fractures - the only reason for it to fracture is immediate impact on the sides or corners.

How are the edges finished?

Except extremely small panels, all our glass splashbacks are machine polished to give a smooth 'finger friendly' edge.

What thickness is the glass?

All orders placed through the website will be 6mm thick. This is the most popular thickness for wall coverage. We can also supply 4mm, 8mm, 10mm and 12mm, 15mm on request.

Is the glass opaque?

All our coloured and printed glass splashbacks are completely opaque once in place against the wall. 

Can I have holes or cut-outs in my glass?

Yes. Glass can be cut in many ways to allow for sockets and drill holes. If you require socket cut-outs we will need you to send through a sketch showing the position needed.

Cut-outs for electrical sockets or internal cut outs for anything else should generally be at least 50mm from the edge of the panel and 20mm from each other. Please also be aware that all internal corners will have a 6mm radius. If sockets are placed side by side, the boxes must be placed so that the socket covers sit tightly against one another as the face plates sit on top of the glass. Please also ensure your electrician leaves plenty of wire so the sockets can be fed through the glass.

We can provide guidance for this by email or phone if you are unsure.

Can you cut shaped pieces?

Glass can be curved or shaped to accommodate cooker hoods, we have a number of profiles stored on our systems.

Just give us a call or email and we can check if we have your profile and quote you accordingly.

We can also produce 'upside down T shapes' and 'L shapes', again just get in touch with your sizes and we give you a quote. Please also be aware that all internal corners will have a 6mm radius.

What colour can I have?

On our quoting tool, we offer the main paint ranges within the UK for you to choose from. We can however match to ANY paint brand that you require. All you need to do is advise us what your choice of colour is and which paint range it is included in. Just contact us via phone or email.

Please note that the colours displayed on the website are only to be used as a guide. We do not use Dulux or Farrow and Ball paint etc as this paint is not suitable for glass. We mix our own paint as close as we can get to their formula.

Our metallics range of splashbacks are produced using the RAL metallics colours. If you need to see a sample before hand please contact us and we can have a sample produced or post through a colour swatch.

We have a google online photo gallery. Please check it out to see our Splashbacks in kitchen settings: Click here for Gallery

What image can I have?

On our quoting tool, we offer a selection of popular images. We can however, use most images from online libraries such as www.colourbox.com or www.shutterstock.com. If you wish to use an image of your own you can do so by uploading it to our Any Image page along with the dimensions you require.

Will the colours look the same as my computer screen or previous order?

They will look almost the same but it is worth noting that images on screen look different from the real glass as contrast and brightness settings of a monitor may be different. The same is also true for any print out you may have as printer settings also vary from printer to printer.

As the panels are made to order there can be a varinace if you place an order for the same colours at different dates. The paint is mix for each order and also different batched of glass can vary the colour. We do advise if you are wanting multiple panels to order together to avoid a colour difference.

Have a look through our gallery, we may have a photo : Click Here

Can I get actual samples of the coloured glass?

We can supply samples on request. We have a stock of certain colours priced at £12 each or we can make a bespoke sample on request for £20 per sample.

What condition should the wall be in?

The wall needs to be free of bows, twists or raised areas over approximately 2-3mm. Any sharp areas need to be removed. Any unevenness less than 2-3mm can be taken up by the adhesive.  The walls will be obscured by the coloured/printed glass so the surface does not need to look pretty. Wiring must be chased into walls and any light fittings should be fitted allowing at least 10mm for the thickness of the glass and adhesive.

How do I clean my glass splashbacks?

The glass can be cleaned with normal household window cleaner or warm soapy water. Please avoid using degreaser on the glass as it will leave smudge marks. Requesting clear shield (6K surface protection) with your order will make the glass easier to clean.

What is Clear Shield – 6K surface protection?

Glass at a microscopic level is porous, uneven and bumpy. Dirt and grease can become trapped in these pores and make glass harder to clean. 6K surface protection provides a Clear shield which coats the glass in a transparent layer, filling in the pores and evening the surface out. This makes it harder for grease and dirt to become trapped on the surface of the glass, and therefore easier for you to clean.