Customer Service

Shipping & Delivery
We deliver to the UK, including Scotland, Wales, Isle of Wight and Isle of Man. Our primary courier service is Tuffnells.

Delivery periods depend upon the products you order - We process, pick and prepare for dispatch, each order individually. This takes between 24 and 48 hours, depending on size and make-up of the order. Many products are in stock. For stock items, we aim to deliver your order within 5 working days, via the economy delivery service. If you opt for a premium delivery option your order will be with you sooner than the five days, usually within 2 to 3 working days. &We will call you and agree a day for your order to be delivered, depending on the service you have paid for. If any part of your order is not in stock, we will advise you of a delivery date. Deliveries are between 8am and 6pm Monday to Friday. We have no control over the times the goods are delivered. Deliveries are by a third party carrier. We can tell you on what day the delivery will arrive. We cannot specify a timed delivery or tell you what time your goods will be delivered or ask them to call you prior to delivery. An additional carriage charge will be levied if a delivery is attempted but no one is there to receive it. The carriers will attempt to deliver over the next working day then return the goods to us. You will have to then pay to have the goods delivered again.

Made to order – Some of our stair parts are made to order. This is usually indicated in the product pages of our website. Typically, these will take up to 28 days to deliver. Rest assured that we work to strict deadlines and endeavour to adhere to all quoted delivery dates.

Delivery costs are as follows:
Standard 5 day service to England, Low Lands of Scotland and Wales is £18:00 plus vat.
Standard delivery to Highlands of Scotland, Grampian, Isle of Wight & Isle of Man is £40.00 plus vat.
Next Working day delivery (Not available in Highlands of Scotland, Grampian, Isle of Wight and the Isle of Man) is £30.00 plus vat.
Saturday Delivery (Not available in Highlands of Scotland, Grampian, Isle of Wight and the Isle of Man) between 8am and 6pm is £50.00 plus vat.

All deliveries are subject to stock availability at the time of order.

Free Delivery: Free delivery applies to UK mainland deliveries only (excludes Channel Islands, Isle of Man, Northern and Republic of Ireland, Scottish Isles and Highlands). Free delivery is for orders of £250.00 including Vat and above. Delivery is via a standard economy service through a third party national parcel service. Upgrades can be arranged by contacting our sales office and will be charged accordingly.

Signing for receipt of your delivery: All deliveries must be signed for. We cannot leave goods unattended without signature. Please consider this when ordering. If you are not available to take receipt personally, on a particular day, please let us know so we may rearrange delivery to suit you, or an alternative address where the goods can be delivered and signed for. If you instruct us to leave goods without signing for them, please be aware these are wooden products and the packaging is not weatherproof. Goods left in this way are done so at your own risk for damage or theft.

When you receive your delivery please make sure that the stated number of parcels are there, intact and in good condition before signing to accept the delivery. If the packaging shows signs of damage, then please note this on your copy and the carrier’s copy of the delivery note stating, Packaging badly damaged - goods not checked for quality". If you subsequently find any products damaged then it will allow us to seek adequate compensation for the costs of the product from our carriers.

Please also make sure that you date and time the delivery ticket or drivers paperwork. If you are unsure about any item please sign for it damaged and notify us as soon as it is practicable but no later than 48 hours to report any damage. Any item(s) that have not been signed for as damaged on arrival will not be replaced.

Please note: We cannot replace items or parcels that are missing if you have signed for them.

For goods that do not meet the “free delivery” criteria, a carriage/delivery charge will be made for all goods purchased. This will be subject to the weight of goods purchased and will be shown on your order prior to your confirmation and acceptance. You can select the type of carriage service you would like, the standard service is by a national carrier company. Other options are available. Delivery is to mainland United Kingdom only, all other locations such as Channel Islands, Isle of Man, Northern and Republic of Ireland, Scottish Isles and Highlands etc are subject to delivery charges. You will be advised of these.

Please note – When upgrading your delivery/carriage to a different service it does not necessarily mean that you will receive the goods the next day. Order processing may vary due to the time you place your order, demand and stock availability. We try to provide exceptional levels of service. We will email or telephone you confirmation of your order and let you know, depending on service chosen when you are going to receive your delivery. If you have an urgent requirement for our stairparts, we recommend you call us on 01782 646222 to check with our sales administrators, stock availability and likely despatch/delivery date.

The Company shall not be liable in any way for any direct or indirect loss, damage or expenses (including but not limited to loss of profits and liability to third parties) suffered or incurred by the buyer as a consequence of any delay in dispatch or delivery. We shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, snow and ice, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.

Times or dates quoted by the Company for dispatch and delivery of goods are intended as estimates only and time is not of the essence or the contract.
Collection is from our showroom in Trentham, Stoke on Trent, ST4 8HX and collection hours are between 2pm - 4pm. You will be notified of the date that your goods will be ready upon confirmation of the order. To avoid disappointment, please do not attempt collection before the date specified in your confirmation.

Stock items will take up to 48 hours to pick. Non- stock items will take longer. You will be informed of this upon order confirmation.

Privacy & Security
Staircaseparts.co.uk do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
We do not store details of your credit/debit card.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:

A. Take and fulfil customer orders
B. Administer and enhance the site and service
C Only disclose information to third-parties for goods delivery purposes

Returns & Replacements
In the unlikely event of a concern regarding the quality of the goods you have purchased from us, please email details and where possible attach a digital photograph. Any product not meeting our normal standards of quality will be replaced free of charge as long as it is returned intact and in its original packaging.In the unlikely event of a concern regarding the quality of the goods you have purchased from us, please email details and where possible attach a digital photograph. Any product not meeting our normal standards of quality will be replaced free of charge as long as it is returned intact and in its original packaging.

To view our returns policy click on the link at the bottom of your browser screen.

Ordering
Making a purchase could not be easier. Just browse our store and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. All item prices are shown inclusive of the current rate of VAT which is shown at the checkout.

Orders are processed Monday to Friday 8.30am to 1.00pm. Orders received outside of these times will be processed on the next working day, excluding statutory and public holidays.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we deliver your order and/or send you an invoice. These conditions shall apply to all of the contract to the exclusion of all other terms and conditions including any terms or conditions which the buyer may purport to apply under any purchase order or similar document. All orders for goods shall be deemed to be by an offer by the buyer to purchase goods pursuant to these conditions. Acceptance of delivery of the goods shall be deemed conclusive evidence of the buyers acceptance of these conditions and the goods.

Payment, Pricing & Promotions
We accept credit and debit card payment through Secure Sage Pay.

Pricing is reviewed occasionally. We reserve the right to change prices without prior notice.

Occasionally we carry out promotions, goods ordered prior to promotions will not necessarily be repriced at promotion prices if they have been picked or dispatched.

Viewing Orders
You can view your orders at any time by selecting the “my account” option from the menu bar at the top right-hand side of your browser.

Updating Account Information
You may adjust your account information by selecting the “my account” option from the menu bar at the top right-hand side of your browser and then selecting the edit function.