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Frequently Asked Questions

At present you have the option of setting your account up when placing your order:

To log into your account after you have placed your order, go to ‘Login’ and click on ‘Lost your password’ Enter the email address used to place your order and click on ‘reset password’
A password reset email will be sent to you. If this doesn’t come straight through please check your spam folders. Once you have reset your email, follow the link to set up your password. Remember to use a strong and unique password for your account.

If you need any assistance while navigating our website or have specific questions about our products, please feel free to use our online contact form, call us on 0191 341 0077 or email directly to us at sales@stairpartsdirect.co.uk.

We do, and we would love to show you around! It is located on site and our address is

Stairparts Direct Site 3A
Harelaw Industrial Estate,
Stanley,
County Durham,
DH9 8UJ

Our opening times are Monday to Friday 9:00am to 5:00pm

  • For stair parts orders, we currently accept the following payment methods:
    • Visa
    • Visa Debit
    • Mastercard
    • Maestro
    • Paypal

    We are also able to accept bank transfers for orders over £1000, please contact our sales team for more information regarding this.

  • If you are ordering a staircase then we ask that payment is made via bank transfer, we are unable to accept card or Paypal payments for staircase orders.

We do not currently ship outside the UK.

Delivery times typically depend on the delivery option you have selected with your order, although this can vary due to the complexity of your order, customisation requirements, and current order volume. We strive to provide accurate delivery estimates during the order confirmation process and we have in place a choice of delivery options available at the checkout.

Our delivery options (excluding partner brands and staircase orders) are detailed below:

  • Free Delivery – dispatched in 5-7 working days
  • Standard Delivery £19.95 + VAT – dispatched in 3-4 working days
  • Express Delivery £29.95 + VAT – dispatched in 1-2 working days

Please note, for your day of order to be included in your dispatch window orders must be placed before 10am.

If you have specific deadlines or urgent requirements, please communicate them with our team, and we will do our best to accommodate your needs.

Please keep in mind that customisations, larger section timbers (i.e. 115mm, 140mm, 45-55mm) and any bespoke items can result in a longer production time.

Once your order is ready for dispatch, we will provide you with detailed shipping information, including tracking details, to keep you informed about the status of your delivery.

We strongly advise not to book any fitters or tradesmen until your goods have arrived and been checked by you. Please check all items are correct, any discrepancies must be notified within 48 hours.

Locations such as Channel Islands, Isle of Man, Northern Ireland, Scottish Isles and Highlands etc will carry an £80 (+VAT) surcharge. Please allow an additional 2-5 working days for delivery to these areas

Your satisfaction is our priority, and we appreciate your understanding as we work to deliver a high quality product within the specified timeframe.

While we have many standard products and components readily available, it is important to note that as a manufacturer, we may have to produce certain items for your order. If your order is time sensitive please get in touch and we can assist you with your order.

While we have many standard products and components readily available, it is important to note that as a manufacturer, we may have to produce certain items for your order.

Larger sections timbers (i.e. 115mm-140mm newel posts/caps or 45mm-55mm spindles) and bespoke items are manufactured to order. We aim to dispatch these in approximately 10 working days, if not sooner.

Please also note, some white primed products are manufactured and painted to order. Therefore please allow an extra couple of days for production.

Rest assured that we work to strict deadlines and endeavour to dispatch orders as soon as possible. If your order is time pressured, please contact the office; if we can help we will.

If for any reason you are unhappy with the products that you have purchased, or have simply changed your mind, you can return them back to us for a refund. The item must be returned in its original, saleable condition and original packaging. The refund will be for the cost of the goods only, delivery costs will not be refunded.

The return of unwanted items is the responsibility of the customer. This means we hold no responsibility in arranging the collection of the goods. To help you find a suitable courier for your return you could look at https://www.parcel2go.com or alternatively https://www.parcelmonkey.co.uk.

We will only accept returns sent back to us within 30 days of receiving the order. All returned items must be packaged appropriately in the original packaging. Inside the package we request you include details of your name, order number, list of items which are being returned and the reason for return. If this information is not included within the package, it could delay the refund process. The refund will only be made to the person named on the original order, by the original payment method.

Items modified in any way will not be refunded.

Returns will be checked and refunded within 10 working days from safe receipt at our factory.

We will not refund any returned items made to your own individual specification using our bespoke, stair builder or white priming service.

To begin the returns process, please fill out the relevant contact form and a member of our customer service team will be in touch.

If you have received a faulty or incorrect item please use the relevant contact form to provide details. We will make every effort to replace items as quickly as possible. Damages must be notified within 48 hours of delivery.

We understand that every customer has unique preferences and requirements when it comes to their staircase. To provide you with the flexibility to customise and personalise your staircase according to your vision, we deliver our products unfinished.

Unfinished staircases and parts allow you have the creative freedom to choose the stain, paint or finish that complements your interior design style. This allows you to match the staircase seamlessly with the overall aesthetic of your home or project.

Additionally, delivering unfinished products ensures that our customers have control over the final appearance and can easily make adjustments or modifications if needed.

We are committed to providing high-quality, customisable staircase solutions that meet your specific needs.

We would not advise on our products to be used externally, however depending on how the timber is treated it can be used outside. We would recommend speaking to an experienced tradesperson that is confident in the correct treatment.

Although at this moment in time our products are to be used internally, we are currently working on an outdoor range, ready for the garden season to commence.

While we do not offer on-site measuring services, we highly recommend reaching out to a skilled tradesman or contractor who can assess your space and provide precise measurements for your new staircase.

Once you have obtained the necessary measurements, our expert team is ready to assist you in the design and order process. Whether you have a specific vision in mind or need guidance on selecting the right staircase design for your space, we are here to help.

Feel free to contact us with your measurements, and our knowledgeable staff will work closely with you to finalise your staircase design and facilitate a smooth ordering experience. We are committed to delivering high-quality staircases tailored to your specifications, and your accurate measurements play a crucial role in achieving the perfect fit for your home or project.

While we do not offer a fitting service, we understand the importance of the correct installation to ensure the safety and functionality of the stairs.

We recommend engaging the services of a qualified and experienced tradesman or contractor to ensure the accurate and secure fitting of your staircase components. This ensures that your staircase meets the necessary safety standards and is installed to the highest quality.

Our rails are supplied in one full length, ensuring a seamless finish for your staircase.

It is important to note that the maximum length of our handrails is 4.2 meters. If your staircase requires handrail sections to be joined, we recommend consulting with a skilled tradesman who can expertly join the handrails to achieve the desired length. This process, when carried out by a professional, maintains the structural integrity and aesthetics of the handrail. We have handrail to handrail fixing bolts available in our Trims & Accessories section.

We understand the importance of providing a complete solution for your staircase. Our handrails and baserails come with infill included, ensuring that you have the necessary components for a cohesive and visually appealing design.

It is worth noting that the infill provided is cut to a length appropriate for the use of the rail and could therefore be shorter in length. The infill is designed to be cut down to the precise length needed to fit seamlessly between the spindles or glass. This customisation ensures a tailored and professional finish for your staircase.

Our metal spindles are designed to ensure a secure and stable installation in your staircase. The tight fit, known as an interference fit, is intentional and contributes to the overall strength and durability of the structure. Below we have given a step-by-step process for fitting the metal spindles:

  • Measure the distance between each bracket – there should be no more than 100mm between each one.
  • Mark the position in which the bracket is going to sit on the handrail and baserail.
  • Pilot holes for the brackets need to be drilled on the top side of the baserail and the underside of the handrail.
  • Use one bracket and fit onto one rail (either handrail or baserail), fully install only one of the brackets to either rail.
  • The flexible brackets or the bracket that is more difficult to install is recommended to be done first, as this will make the process easier.
  • Do not install both brackets as one will end up needing to be removed in order to fit the spindle.
  • Once the spindle has been cut down to size, slot the spindle into place in the one bracket that has been installed.
  • Use the uninstalled bracket to slot onto the open end of the spindle and then fully install the second bracket using the pilot holes created at the start of the process.

It is essential to exercise caution during the fitting process to avoid damage to the spindles or surrounding components. If you find that the spindles are difficult to fit into the shoes, spray lubricant can help to ease the spindles in. Also a light tap with a rubber mallet on the top of the spindle can help push them in and secure them tightly into the shoes.

Our metal spindles are finished with a sleek and modern matte black powder-coated finish. This provides a sophisticated and durable finish, and is a versatile choice for many different styles.

For optimal support and strength, we suggest installing one bracket at each end of the rail, plus one additional bracket per meter of rail. There should be no more than 1 meter between the brackets, with the brackets spaced evenly across the rail.

For example, a rail 4 meters long would need 5 brackets.

We understand the significance of selecting the right timber for your staircase, both in terms of aesthetics and quality. Our range includes staircases and components made from either European or American White Oak, known for its superior finish, durability, and distinctive grain patterns. Additionally, we offer Redwood Pine, prized for its warm tones and versatility in various design schemes. We also offer white

We understand that customers may have unique preferences for finishes including white priming oak. While it is possible to apply a painted finish to oak, we currently do not provide this service.

We take pride in offering premium timbers, and our oak products are crafted to showcase the natural beauty of this exquisite wood. If you have specific finishing requirements or if you are considering applying a white prime finish, we recommend consulting with a professional finishing service or tradesman who can achieve the desired result.

We hold stock of a wide variety of primed parts, however if an item has to be primed to order the white priming process can take approximately 2-3 days, however this will depend on the products and the quantity which you have ordered.

We are able to offer a bespoke service for newel posts, newel caps, spindles and full staircases including stair flights.

To help us get you an accurate quote, please provide us with as much detail as possible about the design you want created or copied. It will help us a great deal if you could include a detailed drawing, image or a sample of your design. If you are submitting a drawing or image it is important that you provide specific measurements for each section of the design.

Once we receive the necessary information we will be able to calculate production timings and costings to provide you with a quote and proceed with your order.

Lead time will depend on your design and quantity, however this is typically 10 working days for stair parts and 10 working days from drawing sign off for staircases.

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