Frequently Asked Questions

frequently asked questions

Ordering a Staircase

How do I order my staircase?

Using our StairBuilder you are able to design and order your staircase in a simple step by step process. If you are looking to purchase a loft/space saver staircase, please use our Loft StairBuilder.

Can you talk me through the ordering process?

Of course. If you are struggling with any part of the design process or have any uncertainties, we are always happy to talk this through over the phone. Or, if you prefer, we can simply take your order over the phone.

Can I pay in instalments?

If your order value is between £50 and £2000 (including VAT & Delivery) you will be given the option to use PayPal's Pay in 3. This gives you the ability to split your purchase into three interest-free payments. It's a great way to help you stay in control of your budget.


I cannot remember my Password. How do I get into my account?

Click on the Log In area there will be a small link 'Lost or forgotten your password?'. Click on this and you will be prompted to enter your Username, upon doing so we will send a Reset Password email to the email address registered to your account. Follow the instructions given to reset your password.

I cannot remember my Username. How do I get into my account?

Log into your email account and search for 'StairBox', The first email that we will have sent to you after opening your account will have been a welcome email and it will contain your Username. You can then either simply use this to Log In or use it for the “Lost of forgotten your password?” process.

I cannot remember my Email address and have lost my Username/Password. How do I get into my account?

Please call our highly trained staff. We will ask you a few simple identifying questions to help us find your account. Once found we can refresh your memory as to the details on the account, or update the details for you to help to get you back in.

Some of the details on my account are old/incorrect. How do I update them?

Please call our highly trained staff. We will ask you a few simple identifying questions to help us find your account. Then, simply let us know what you would like to change and we will get everything updated.


I’ve been on your StairBuilder but I cannot see the timber/style I am looking for, can you help?

That’s not a problem, contact us either by phone or email and we will be more than happy to go through your design requirements and come up with a quote for you. Though please bear in mind, some designs and requests may take a little longer to quote than others but we will get something to you as soon as possible.

I would like to buy multiple staircases but your StairBuilder doesn’t provide a discount.

Get in touch with us via phone or email and we will look into the best price that we are able to offer for the flights.

How do I save my design and get a CAD drawing?

When you are on our StairBuilder you will notice a FloppyDisk icon at the bottom of the Builder next to a Gear and 3D icon. Click on this and then enter the details prompted, you will then be sent an email to the address provided which contains an image of the flight as well as a link to proceed with the purchase should you like to.

I’ve processed my order online, but there are a couple of changes I need to make, can I change this online?

Unfortunately not, you would need to call us so that we can make sure that no work has been done on the flight and so that we can make the alterations immediately so as not to delay your order.

How accurate are the sizes on the StairBuilder?

While all dimensions provided by the StairBuilder are completely accurate we would always advise checking over your CAD drawing that you will receive within 24hours of placing your order and also leaving yourself an additional 5mm-10mm surrounding your staircase for fitting purposes.

Will my staircase comply with Building Regulations?

Anything designed using our StairBuilder will comply with UK Building Regulations as dictated by Document K for Domestic purposes. Should you require a staircase that complies with Commercial Regulations please call us.


How long should I expect to wait from order to delivery?

There are a lot of factors that can affect your lead time, from our business levels to the type of staircase being ordered. Normally we quote between 2-3 weeks, but if you need an accurate lead time, please call us.

I need my staircase in a hurry! Can you help?

Normally our staircases are prioritized by order but if you have special requirements, please call us.

How does my staircase come if I order it pre-assembled?

All main runs (straight sections) will be assembled. Winders will be, where possible, dry fitted with newel posts in our workshop but will be sent loose with handrails, baserails and spindles for fitting on site. For more information check out How Will my Staircase Arrive.

How does my staircase come if I order it flat pack?

Everything is pre-cut and, where possible, dry fitted in our workshop and sent to you with all glue, wedges, blocks, screws, bolts and a plan drawing for you to build your staircase on site. We would always recommend ordering your stairs assembled where possible to save yourselves time on site. For more information check out How Will my Staircase Arrive.

What If the courier damages my staircase?

We send our staircases on our own vehicles with our own drivers so we can ensure that everything gets to you in perfect condition. Should you be ordering Stair Parts, everything would be delivered via a courier firm however we would ensure that everything is well packaged before leaving us. Should there be any damage in transit, please let us know as soon as possible and we would be more than happy to send out any necessary replacements.

How will my staircase be finished?

Stairs will leave us with a high-grade sand finish, perfect for you to apply your choice of stain, paint or varnish.

Can I collect my staircase?

We always welcome collections from our factory, simply choose ‘own collection’ when ordering. We’ll give you a collection date to let you know when everything will be ready.


What materials are available?

In addition to the materials on our StairBuilder we are always willing to look into any requests. Feel free to call the team to discuss.

Can you fit my stairs?

We do not offer a fitting service, we manufacture only. However, fitting is a basic job for any good joiner. You are sure to find a joiner in the trade section of your local paper or by searching online for local joiners.

I’ve read through your FAQ and still need help, what do I do?

Not to worry, we have our highly trained staff manning our phones Monday to Saturday. If you would like to call them, they will be more than happy to assist you in any way possible and you can even purchase your staircase over the phone with them if you like. Alternatively, you can send us any questions via email and we will get back to you as soon as we can.

open plan oak staircase