Shipping Policy
Where we deliver
We deliver to addresses in the UK mainland. Deliveries to the Scottish Highlands and islands, Northern Ireland, the Isle of Man, the Channel Islands and other offshore postcodes may cost extra. If that applies to your order, we will contact you with the cost before dispatch, and you can cancel for a full refund if you do not want to go ahead.
Delivery charges
| Item type | Charge |
|---|---|
| Standard items, order under £100 | £7.99 |
| Standard items, order of £100 or more | Free |
| Hot water cylinders and buffer vessels (FlowCyl and Elite), delivered direct to site from the manufacturer, UK Cylinders | £60 per order |
| Large or heavy items: heat pumps, air conditioning outdoor units and systems, hydro tanks and heat pump packages, and ventilation units | £100 per order (pallet or two-person delivery) |
If your order includes items from more than one group, the checkout shows each charge.
Dispatch and lead times
- In-stock items: usually dispatched within 1 to 3 working days. We email you tracking or a delivery date once the order is booked with the carrier.
- Hot water cylinders and buffer vessels (FlowCyl and Elite): delivered direct to site from the manufacturer, UK Cylinders. Popular standard sizes are usually available from stock, but some sizes and specifications are made to order, so the lead time depends on the cylinder you choose. After you order, we check availability with UK Cylinders and contact you with an estimated delivery date. If your cylinder needs to be made to order, we will confirm the lead time with you first and only place the order once you are happy with it; if it does not suit, you can cancel for a full refund. Once a made-to-order cylinder has been confirmed with you and placed with UK Cylinders, the order cannot be cancelled.
- Air conditioning and ventilation equipment: currently supplied to order because of high demand and manufacturer supply disruption. After you order, we will confirm availability and the expected delivery date before we process the order. If the lead time does not suit you, you can cancel for a full refund.
- F-Gas equipment: refrigerant-containing equipment will not be dispatched until we have received valid F-Gas certification for the installer. See our Terms of Service.
Pallet and heavy deliveries
- Large items, including cylinders, are delivered kerbside, or to the nearest safe point a pallet truck can reach, on a working day.
- Someone must be available to sign for the delivery.
- Please tell us about any access restrictions when you order, such as narrow lanes, no hard standing or a weight limit.
- Failed or re-arranged deliveries may be charged at cost.
Checking your delivery
- Please check the number of items and the condition of the packaging before signing. If anything is damaged or missing, write "damaged" or "short" on the delivery note.
- Email materials@the-glow-group.co.uk with photos within 48 hours.
- Concealed damage found later must be reported within 48 hours of delivery, so we can claim from the carrier and arrange a replacement.
Collection
Collection from our Lincoln unit can be arranged on request. Contact us before ordering.
Questions
Email materials@the-glow-group.co.uk.
Last updated: 18 October 2026
