Browse our list of frequently asked questions
Is there a charge for a site visit?
No, we don’t charge for site visits. We include this as part of the service we offer. Please note we prefer to complete a site survey where possible as we don’t ask for drawings to be signed off.
How will the staircase be delivered?
We deliver the stairs on a 3.5 tonne flat-bed vehicle and we’ll give you 24 hours’ notice. On the day of delivery, the driver will give you a call 1 hour before they’re due to arrive on-site. Assistance with unloading will be required if no mechanical offload is available.
Is the staircase supplied finished?
No, we supply our stairs unfinished for site sealing. Please note that timber is a natural product, so shade variation and movement should be expected. We recommend that you seal or paint your stairs and components on all sides as soon as possible after the stairs are delivered and conditioned.
During the manufacturing process, we try to do as much of the work that’s normally done on site, to help reduce fitting time and costs. We tenon the handrails on the rake and mortise the newel posts for the string and handrails. All straight flights/sections are delivered pre-assembled. That means the only sections that need to be cut or jointed are the landing handrails, spindles, infill and the notching of the newels for the trimmer.
Do you recommend any finishing products?
We don’t recommend any finishing products. It’s always best to test the product on the timber to make sure it gives the finish you require.
Do you supply and fit?
No, we are a supply-only company. We strongly recommend that all our stairs are fitted by a professional joiner.
For more information on correct staircase fitting, download the British Woodworking Federation’s Installation Guide.
Do the staircases come with fitting instructions?
We don’t supply fitting instructions with our stairs. But you can download a copy of the British Woodworking Federation (BWF) stair fitting guide from our website, here.
Do you cover my area?
We have seven sales representatives who cover the vast majority of England and Wales. Areas within London require a confirmed order and payment before we are able to do a site measure. You can view a map of the areas we cover here.
Can I pay for my stairs after delivery?
All orders require a full upfront payment or purchase order prior to the staircase(s) being manufactured.
Is it cheaper if I order through you direct?
No, it would be the same price. But you’d need to pay upfront before we manufacture your stairs.
Do you sell stock items?
No. All our staircases are bespoke and made to order.
Do I need to sign off my drawings?
No, we take full responsibility for the measure. We don’t accept contra charges, so we do ask that you check the stairs on delivery for size, configuration and damage issues before booking your site labour. If on the rare occasion there is a problem with the site measure, we’ll put it right free-of-charge before you incur any costs.
Do you supply fixings?
No. All fixings, joisting and landings will need to be supplied by site – unless the stairs are solid timber, then we’ll supply landing boards only.
What if I am short of some components?
Any shortage of materials must be reported within 5 working days of receipt of order. We’ll always try to get the replacement items to you within 3 working days.
Can you send drawings before I place an order?
No, we’d need an official order – either full payment or a purchase order from your selected builders’ merchant before any drawings are issued.