Frequently Asked Questions | Help and Guides | StairBox

Frequently Asked Questions

Ordering A Staircase

With our online StairBuilder, you can design and order your staircase via a simple step-by-step process. If you’re looking to purchase a loft/space saver staircase, please use our Loft StairBuilder. If you prefer, you can call us on 01782 832555 and our sales team will be able to provide a quote and take your order over the phone.
Of course! If you’re struggling with any part of the design process or have any uncertainties, we’re always happy to talk this through over the phone. If you prefer, we can simply take your order over the phone.
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.
We don’t offer an onsite measuring service, however there’s lot of information about measuring for your staircase on our website. You can then transfer the dimensions to our online Staircase or Balustrade designer tools to create your design. Our team are also extremely skilled at offering assistance over the phone and will be able to help you find the required measurements.
We're a manufacture and supply only service and don’t offer a fitting service. We'd normally recommend you use a website like to find a reputable fitter, or contact local joiners.
We currently deliver to mainland UK only, however in the past we have shipped to ports for customers to then arrange their own onward shipping.

My Account

Click 'Login to MyAccount' at the top of our website homepage and you'll see a 'Lost or forgotten your password?' link where you can enter the email address your account is registered to. You’ll then receive a Reset Password email - follow the instructions provided to reset your password.
Please call us on 01782 832555. We’ll ask you a few simple identifying questions to help 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.
Please call us on 01782 832555. We’ll ask you a few simple identifying questions to help find your account. Then, simply let us know what you would like to change and we will get everything updated.


Click the 'Email Quote' button in the bottom right of the screen and your design and quote will be sent to you, along with a link to place an order for this design should you wish to.
Unfortunately not - you’ll need to call us so that we can make sure that no work has been done on the flight and so we can make the alterations immediately so as not to delay your order.
All staircases are manufactured to the exact sizes shown on the StairBuilder, however as timber is a natural product it can swell slightly in different temperature and humidity conditions (usually around 5mm in the width). We always recommend leaving an additional 10mm surrounding your staircase for fitting purposes. We advise you to double check the CAD drawing which you will receive within 24 hours of placing your order.
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, or outside Building Regulations, please call us.
Please get in touch with us via phone or email and we'll look into the best price that we're able to offer you.
Yes, we offer live support during office hours. Simply click the 'Live help' button in the bottom left of the StairBuilder screen and follow the onscreen instructions.

Balustrade Builder

It's really easy to measure for your new balustrade, you just need three key measurements. Click here to visit our Balustrade Measuring Guide for a full, clear explanation. If you still have any questions, you can call our helpful team on 01782 832555.
Yes, you can order as many runs of balustrade as you need to complete your project via the 'Add Run' button on the Balustrade Builder screen.
You can choose glass - whether the embedded or clamped system - or a number of wooden spindle styles are available, including square, stop-chamfered, traditional Edwardian turned spindles (available in pine or oak), or our new, modern oak twist.
Yes, our online balustrade designer offers a choice of either small or large panels, the size of which will depend on the length of the run. You can also choose to customise the size of the gaps between the glass panels if required.
With the embedded glass balustrade option, the glass panels sit in grooves in the baserail and handrail, providing a seamless and secure finish. With the clamped system, the glass panels are held in place by metal clamps (included in the price), which add an extra design detail to the balustrade.
Yes - any clamps you see on the design tool drawing will be included in the price.
Yes, support can be provided during office hours. Simply click the 'Live help' button towards the bottom left of the screen and follow the onscreen instructions.

Design And Finishing

We sell a range of pine components which are excellent value if you are looking to renovate your staircase on a budget. These are perfect if you are painting your handrail and spindles to give it a more modern, contemporary look.
By inputting some basic dimensions into our Balustrade Designer tool, you can get an instant design and price for a new glass balustrade. With some basic DIY knowledge it's easy to replace your existing spindles for a light and modern look.
We ensure that all our Open Plan staircases are compliant with Building Regulations and all gaps are less than 100mm.
The best option to let more light into your stairwell is to opt for a glass balustrade system. This can be fitted either as a renovation or selected on a new staircase design. To maximise the benefit, why not pair the glass balustrade with an Open Riser staircase!
All of our stairs are sent out pre-sanded but unfinished, for you to apply an oil or paint colour of your own choice.
We offer a product called Treatex Hardwax Oil ULTRA Clear Natural (available in our Stair Parts shop) which keeps the oak looking as close to unfinished as possible. Apply as a base coat, with a further coat of Ultra (either satin or matt) on top as a final coat.


There are lots of factors that can affect your lead time, from our business levels to the type of staircase being ordered. For staircases we normally quote 10 working days, but if you need a more accurate lead time please call us. Stair parts can be delivered in as little as 48 hours depending on the size of your order.
Normally our staircases are prioritised by order but if you have any special requirements, please call us.
All main runs (straight sections) will be assembled. Where possible, winder treads will be 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.
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.
We send our staircases on our own vehicles with our own drivers so we can ensure that everything gets to you in perfect condition. Stair parts are delivered via courier, however we 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’ll be more than happy to send out any necessary replacements.
Stairs will leave us with a high-grade sand finish, perfect for you to apply your choice of stain, paint, oil or varnish.
We always welcome collections from our factory, simply choose 'Collection' in the Delivery section when ordering. We’ll give you a collection date to let you know when everything will be ready.
I've read through your FAQs and still need help, what do I do?

Not to worry! Between Monday and Friday you can contact our sales team on 01782 832555 and they'll be more than happy to assist you in any way possible. You can even purchase your staircase over the phone if you like.

Alternatively, you can send us any questions via email on and we’ll get back to you as soon as we can.