At The Steel Gallery, we are dedicated to providing a warm and welcoming shopping experience for our valued customers. As a family-run business specializing in the design and manufacture of metal decorative screens, gates, pergolas and more, we take pride in offering high-quality products and an excellent personable customer service. Please take a moment to familiarize yourself with our store policies to ensure a smooth and enjoyable shopping experience.

Customer Satisfaction: 
Your satisfaction is our top priority. If you have any questions or concerns, please feel free to reach out to our friendly and knowledgeable customer service team. We are here to assist you in any way we can whether that's a question about one of our products or if you would like to receive an update on your existing order, we aim to get back to you within 48 hours (Monday - Friday). 

Product Quality:
All our products are crafted with care and precision. We take pride in offering only the highest quality possible which is why every item is quality checked at multiple stages of the manufacturing process and undergo a final thorough check prior to dispatch. If you encounter any issues with your purchase, please contact us promptly, and we will work to resolve the matter to your satisfaction within 48 hours (Monday-Friday). 

Ordering Process:
To place an order, simply browse our online gallery and items as required to your basket. Follow the easy ordering process to complete the checkout process and feel free to reach out if you need assistance.

All our products are manufactured to order and we kindly ask customers to allow 10-15 working days for the manufacturing process. This may be sooner and often varies depending upon the size and complexity of the order. On the contrary, there may be unexpected delays. However, we always do our utmost to fulfil all orders within the lead time and will be sure to keep you informed should your order experience a delay and/or once it has been shipped. 

After you have placed an order, you will receive an automated confirmation email. This will be sent to the email provided upon placing the order so please be sure to enter this information correctly. Please note your order number and quote this - along with the order name, should you need to contact us about your order.

Once your order has been received, our production team will get started on the manufacturing process. This typically takes between 10-15 working days.

Once your order has been finalised and shipped, we will send a shipping confirmation email and this will include full tracking information for your reference. Please check any junk/spam inboxes to ensure this has not been filtered. 

We kindly ask customers to allow 10-15 working days for the manufacturing process of orders. This may be sooner and often varies depending upon the size and complexity of the order. We will always be sure to send full tracking information in a shipping confirmation email once your order has been finalised and shipped. 

We specialise in the design and manufacturing of metal goods, so orders for bespoke products are also welcome. Please visit our Bespoke page for more information about this service, and we can work together to bring your unique vision to life.

Shipping and Delivery:
We strive to process, manufacture and ship orders as quickly as possible. 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.

Please allow for reasonable delivery times, especially for bespoke orders. We always provide technical drawings for our bespoke orders and 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, each revision can add up to 3 working days (Monday-Friday). 

Typically, we aim to manufacture and dispatch all orders within 15 working days. 

You will receive a confirmation email with tracking information once your order has been shipped. Please check any junk or spam folders.

Returns and Exchanges:
We do not accept returns or exchanges unless the item is defective. If you would like to return the item for any other reason, restocking and courier fees will be deducted. 

Important and polite notice: please unpack your delivery with care. The item/s will need to be returned in the original packaging to reduce the risk of any damages during its journey back to us. 

In the rare event that you happen to receive a product with any defects, 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 1-2 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 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 manufacturing process, design and manufacturing costs will be deducted.

The item must be in its original condition and packaging.

Contact our customer service team to initiate the return process.

Communication:
We value open communication and take pride in the personable service we offer. Feel free to connect with us through email, phone, or social media channels. We love hearing from our customers and appreciate your feedback.

Community and Environment:
As a family-run business, we are committed to being environmentally responsible. We use sustainable practices in our manufacturing process, and we actively engage with and support our local community.

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Thank you for choosing The Steel Gallery. We appreciate your support and look forward to serving you with beautiful, high quality products for your home or business.

Sincerely,
The Steel Gallery