Due to the bespoke nature of our product the only updates we send out are the order confirmation email, which is sent when you place the order and the tracking details when your order has been dispatched. Feel free to reach out via email if you need an update. Our estimated lead time on all orders is 15-20 working days.

We’re really sorry to hear that your order isn’t as it should be.

Please email info@directsplashbacks.com with the details of the issue, multiple photos showing both sides of the splashback you have received and your order number. Our friendly team will respond within one business day.

We’re really sorry to hear that your fixings haven't arrived with your order.

Before reaching out please double check that your adhesive tube/mirrors screws are not under any of the polystyrene packaging. Our team like to hide them under here to ensure they don't move around during delivery.

If your fixings are missing please email info@directsplashbacks.com and we will send some out to you as quickly as possible.

We’re really sorry to hear that your splashback has arrived damaged.

Unfortunately, due to the nature of the product on the rare occasion they can be damaged in transit.

Please email info@directsplashbacks.com with the details of the issue, multiple photos showing both sides of the splashback you have received and your order number.

Our friendly team will respond within one business day and get the problem resolved as quickly as possible.

If you have ordered multiple splashbacks, please hold off on installing them until you have spoken to us regarding the damaged panel.

Our splashbacks are all sent on an express delivery service and are usually delivered within 2 working days of dispatch.

Please check the tracking information provided to get an update on your delivery.

If the tracking information has not updated or is not working please reach out to use via email at info@directsplashbacks.com and a member of our team will investigate. We will respond within 1 working day.

We’re really sorry to hear that not all of your splashbacks have arrived at once.

We dispatch all parts of your order at the same time. However, on some occasions splashbacks can be delivered separately, especially the larger panels.

We recommend checking the provided tracking information to see where your missing splashback is.

If the tracking information does not provide you with any information on the missing splashback, please email info@directsplashbacks.com with the your order number and details of the missing splashback.

Our friendly team will respond within one business day and get your issue resolved as quickly as possible.

We’re really sorry that your splashback has not arrived in our estimated lead time.

Please reach out to us via email at info@directsplashbacks.com with your order number. A member of our team will investigate and respond within one working day.

Please note our lead time is 15-20 Working Days. Our working days are Monday - Friday excluding bank holidays and our annual Christmas Break.

No. We currently don't allow customers to collect their order from our premises. All orders are sent out on an express delivery with a fully tracked courier.

We’re really sorry to hear that your order isn’t the correct colour.

Please email info@directsplashbacks.com with the details of the issue, multiple photos showing both sides of the splashback you have received and your order number. Our friendly team will respond within one business day.

Please note that our colour glass splashbacks are back painted. The painted side of the splashback is what is colour matched. When you view the colour through the glass it can be distorted in different lighting conditions.

You will find throughout the day that the colour of the splashback will look different depending on the amount of light coming into the room and when the kitchen lights are on etc. This is totally normal and happens on all painted colour glass splashbacks.

Just like with wall paint, colours can vary slightly between batches. If you're trying to match a painted wall with a new splashback, keep in mind that wall paint typically has a matt finish, while glass splashbacks have a high-gloss finish, which can affect how the colour appears. Additionally, the longer a wall has been painted, the more its colour may have faded over time, making an exact match more difficult.

Please note, you are viewing the painted colour through the glass and the lighting conditions in your kitchen can alter its appearance. For example, your splashback will look different in the day to how it looks at night, due to the amount of light in the room. LED downlights can also change its appearance.

There will always be some variation between the colour of the glass and wall.

For this reason, we highly recommend all customers order a sample before committing to purchasing a full-size splashback.

Images and colours on screen vary from device to device. This is as contrast and brightness settings of every screen can be different. Colours on screen also look different from real glass.

Colours on our website are just a guideline. This is why we highly recommend ordering a sample or seeing the colour swatch in person at your local DIY store.

Ordering a sample will allow you to see the actual colour and quality of finish before you commit to purchasing a full-size splashback.

No. If your splashback has arrived with silver foil backing please leave this on when installing.

Please view our installation guide to learn how to install your splashback.

If you have any questions that aren't covered by our installation guide please email info@directsplashbacks.com and a member of our team will get back to you in one working day.

The painted side of the colour glass splashback goes against the wall. The colour is viewed through the glass.

This protects the painted side of the splashback from becoming damaged.

You must use a clear low modulus neutral cure adhesive to install our colour, printed and mirrored splashbacks.

Not all adhesives are suitable for splashbacks. This is as some contain chemicals that can react with and damage the ink.

We highly recommend purchasing the adhesive directly from us to ensure you are using a suitable adhesive. This is as we are unable to test every product on the market and ours is tried and tested.

Our specialist splashback adhesive will take approximately 24-48 hours to fully dry, depending on the surface that it has been installed on. For example, a tiled surface would take longer to cure than a plasterboard surface. On some occasions it can take longer to cure if you have gone overboard with the adhesive. We recommend keeping the room warm and well ventilated to help the curing process.

If you have applied to the wall with adhesive the splashback cannot be repositioned. However, if you have installed a splashback that has holes you can reposition the glass.

It is very important that your wall is sound and in good condition before attempting to install your kitchen glass splashback. The wall needs to be free of bows, twists or raised areas over approximately 2-3mm. Any sharp areas need to be sanded. Unevenness less than that depth can be taken up by the adhesive. Don’t install over wet paint or plaster. The wall must be 100% dry before installation.

Due to the bespoke nature of the product, no amendments can be made once the production process has started.

Normal gloss and emulsion paint is unsuitable for glass splashbacks, specialist glass paint must be used so we would always recommend ordering the splashback from us pre coated. If you choose to paint your own glass splashback with household paint it will most probably look great for a short period of time before it all starts flaking off.

No, once the glass is toughened no cutting or drilling can be undertaken. Toughened glass is specifically designed to distribute pressure and will shatter if the tension within the glass is fragmented.

All cutting and drilling must be made prior to the toughening process.

Please check for any visible signs of damage to the packaging of your order before signing for the delivery. Any items damaged in transit should be noted at time of delivery, and if possible delivery should be refused and returned to us.

If the Glass Splashbacks arrive defective this should also be noted at time of delivery and returned via the courier. If the Glass Splashback does not fit we cannot issue you a refund if the measurements match the measurements on your invoice or are in tolerance, so please check your invoice prior to completing payment.

Please ensure that you have thoroughly checked your order before signing for it. Once signed for any claims made by you will be validated at our discretion and should be raised within 24 hours of receipt.

Where you have asked us to leave your order in a safe place at your premises or with a friend or neighbour you do so at your own risk. We recommend that you have the friend or neighbour check your order on your behalf.

Where possible, we reserve the right to repair any defects rather than remaking that particular piece of glass or issuing any form of compensation. If the glass is fitted we are unable to consider any claims of damage.

If the order has arrived broken, we do not refund the order but will have a replacement with you as soon as possible. Due to the nature of the product, unfortunately on the rare occasion breakages can occur.

Our splashbacks are bespoke products made to order to your measurements, colour and design. As it is a bespoke product we do not offer refunds. You can view our full terms and conditions here.