Terms & Conditions

Staircaseparts.co.uk is a Clive Durose Limited website. We have been established for over 30 years as a manufacturer of fine stairparts. With our heritage of craftsmanship and design, Clive Durose Limited are completely dedicated to your total satisfaction. If you have any suggestions or comments, please email us.

We endeavour to take whatever steps we can to minimise the impact of our business on the environment. Please see Our Ethics page.

Our contact details:

Clive Durose Limited 
Newstead Industrial Estate, 
Stoke-on-Trent 
ST4 8HX 
United Kingdom

Phone: 01782 646222 
Fax: 01782 646333 
Email: ask@clivedurose.co.uk
VAT Registration Number 368 2116 51  

Making a purchase

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 3.30pm. Orders received outside of these times will be processed on the next working day, excluding statutory and public holidays.

We accept credit and debit card payment through Secure Sage Pay. 

Existence of Contract

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.

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.

Shipping and Handling

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.

Delivery Schedule

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 and this is usually indicated in our website product pages. 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. If any part of your order is not in stock, we will advise you of a delivery date.

We will call you and agree a day for your order to be delivered, depending on the service you have paid for. Deliveries are between 8am and 6pm. 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 stairparts 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 date

Back orders

If your item is not in stock, we will place it on a back order for you. We will advise you when we expect to be able to fulfil your order. You will be contacted with an expected delivery date and you will be given an option to cancel your order if you would rather not wait. Of course we would say that good things are worth waiting for and hope that you will have faith in us to provide your stairparts.

Tax charges

All orders made from the UK are subject to 20% VAT. Our prices shown are inclusive of Vat.

Credit card security

We use the leading payment service provider - Sage Pay to process credit card transactions.
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Product Attributes
Please bear in mind that some items are laminated or engineered. This means that they are made from more than one piece of timber. This does not affect the quality of the item you are purchasing and is a standard industry practice to achieve larger sections of timber. As a result there are sometimes colour variations within the finished piece. We cannot condemn unreasonable quantities of timber for the sake of colour. We do however try to achieve a reasonable colour match in our laminated products. We exercise a policy of common sense with regard to the use of timber and one which is environmentally appropriate.

Guarantee

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.   

See returns section below for conditions of return.

Reaching us

If you need to reach us, please email us using the link on the store page (ask@clivedurose.co.uk), alternatively, you can call on 01782 646222 (International +44 1782 646222) or fax us on 01782 646333 or write to us at Clive Durose Limited, Newstead Industrial Estate, Trentham, Stoke-on-Trent Staffordshire, ST4 8HX, United Kingdom

Privacy Policy

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