Shipping and Delivery:
We take great pride in offering hundreds of product variations to our customers to help create exactly what is in mind for your project. To achieve this, everything is manufactured to order. We strive to process, manufacture and ship orders as quickly as possible – usually within 15-18 working days (excludes weekends and holidays). We ship all orders on a 24-48-hour tracked delivery service and you will receive a confirmation email with tracking information once your order has been shipped. Please check any junk or spam folders as this is an automated email and can sometimes be filtered out from main inbox folders.

Once you have received your delivery, please carefully open the item/s to check for any issues, missing parts or damages. This is so we can resolve any issues as soon as possible and at no extra cost. If the packaging is damaged upon delivery, please inform the driver to note this on the delivery report. We cannot be held liable for any damages reported to us later than 5 days after the delivery has been made and if the items have been installed.. 

Important and polite notice: Please unpack your delivery with care. The item/s will need to be returned in the original packaging to ensure it is safe for transit and to reduce the risk of any damages during its journey back to us. If you dispose of the packaging, you are responsible to source new sufficient packaging from elsewhere and we would not be liable to cover any costs you may incur as a result. 

Standard shipping rates apply and are calculated upon checkout. Unfortunately, we do not offer an expedited service due to the nature of manufacturing items to order. However, if you are working towards a deadline, please contact us before ordering and our team will be able to advise whether we can work to this date for you. We will always do our best but cannot promise due to the nature of manufacturing to order and relying upon local external partners for parts of the manufacturing process..

Corten Orders and Lead Times:
We are extremely proud to provide fully weathered Corten panels. Naturally, this process can take several months to develop. However, with a carefully formulated solution, we are able to accelerate this process and develop the rustic patina within 1-2 weeks. We kindly ask customers to be patient with us as this can sometimes take slightly longer than our advised lead time due to external factors. If you are becoming concerned about your order, please contact us and we will be able to provide an update along with an expected dispatch date. Please note, the colour of Corten may vary across products as it develops a natural rustic finish and the colour of the patina cannot be controlled. during the early stages of the weathering, Corten may be prone to flaking as the outer layer forms as a natural part of the process. Please don’t be alarmed by this as it is not a defect in the steel but rather the natural process as the steel reacts and develops with the elements – this will not continue once the top layer has shed. If you have any concerns about Corten, please contact our customer care team who will be able to provide further information. If you prefer a consistent and refined look, we recommend our powder coated aluminium products. 

Bespoke Orders and Lead Times:
Please allow for reasonable delivery times, especially for bespoke orders. This is typically around 4 weeks from ordering but can vary depending on the level of design required and the size of the order. 

We always aim to provide technical drawings within 5-7 working days for our bespoke orders. These are to be reviewed and approved by you before we begin the manufacturing process. If the drawings aren’t quite right or you need to change things from your initial instruction, please allow for up to 3 working days for each revision (Monday-Friday). Please note, if you make substantial changes to your initial instructions (i.e. changing the pattern), during the design process, additional design costs may apply as we will need to start the design process again. 

Once you have approved the technical drawings, we typically aim to manufacture and dispatch all orders within 15-18 working days. 

You will receive a confirmation email with tracking information once your order has been shipped. Please check any junk or spam folders. All orders are shipped on a 24-48 hour tracked delivery service. 

Should you wish to cancel the order whilst it is in production (i.e. after confirming the drawings), we will need to charge for the design and manufacturing costs that we have incurred up to the point of your cancellation request. This can vary depending on the design rate and the stage of production your order is up to.

For our made to measure products, we always include a small tolerance to ensure a perfect fit of the full assembly – this may not be shown on the drawings. This should be within a 5% discrepancy from the measurements you have provided us with. You can use washers or shims alike to pack out areas that may become slightly wider. This should be no more than 20mm. 

Returns and Exchanges – Standard Orders (products that are manufactured to the standard height and width stated on our website):
We do not accept returns or exchanges unless the item is incorrect. If you would like to return an item for any other reason, restocking and courier fees will be deducted from the products purchase price as all products are made to order. 

We advise customers to unpack and check their delivery on the day it has been delivered or within 5 days. This is to ensure there are no damages or missing items which could cause delays in any planned installation works. If something isn’t quite right with your delivery, please contact us and attach images of any damages so our team can assess the issue and resolve things as soon as possible for you.  

Important and polite notice: Please unpack your delivery with care. The item/s will need to be returned in the original packaging to ensure it is safe for transit and to reduce the risk of any damages during its journey back to us. If you dispose of the packaging, you are responsible to source new packaging from elsewhere and we would not be liable to cover any costs you may incur as a result. 

Returns and Exchanges – Bespoke Orders (products that are manufactured to specific dimensions, including Gates):
We do not accept returns, cancellations or exchanges for bespoke orders unless the item is incorrect. Should you wish to cancel the order whilst it is in production (i.e. after confirming the drawings or 3 days after placing the order), we will need to charge for the design and manufacturing costs that we have incurred up to the point of your cancellation request. This can vary depending on the design rate and the stage of production your order is up to.

If you receive your bespoke order and it is not the right size due to providing us with the incorrect dimensions, we would not be able to accept a return. Should you wish to have a new product, this will need to be quoted and paid for as a new order. 

In the rare event that you happen to receive an incorrect product, rest assured that we are here to promptly address and resolve the issue for you. Please send an email to info@thesteelgallery.co.uk and attach a picture of the defect/s. A member of our team will respond to you within 2-3 working days.

The returned product will be examined and inspected by our quality assurance team and we will notify you via e-mail within 2-4 working days whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.

Any product made to your specification and/or design cannot be returned and is non-refundable. If you wish to cancel the order during the design and manufacturing process, design and manufacturing costs will be deducted.

If you receive a damaged item, this must be reported to us within 5 days after the delivery has taken place. This is to ensure we can resolve this at no extra cost. We cannot claim for lost or damaged goods 7 days after the delivery has been made. After this time, we cannot be held liable for damaged goods. 

The item must be returned in its original condition and adequate packaging.

Contact our customer service team to initiate the return process.