FAQs

General Questions

• Are your products supplied finished or unfinished?

All of our products are supplied unfinished, ready for painting, staining or varnishing.

• What are Patrices?

A patrice is a circular disc made from timber that is fixed to the wall to provide a secure base for attaching wall handrail brackets. While handrail brackets can be fitted directly to the wall, patrices offer extra support and offer a more aesthtic look.

Staircase Terminology

Above is the basic and most common terms on what you need to know when renavating your existing staircase.

Bullnose Step – usually at the bottom of a staircase with one or both ends having a rounded design.

Baserail – The baserail provides a base for attaching spindles and glass panels.

Nosing – The edge of a tread normally rounded or square.

Newel Cap – A decorative piece added to the top of a newel post.

Newel Post – accommodates the strings, handrails, treads and risers of the staircase

Risers – The riser is the face of the step.

Spindles – Decorative pieces fitted in between the handrail and baserail

String – The string of the staircase fixed to the wall.

Handrails and Baserails

• Are the handrails and baserails supplied with infills?

Yes all of our handrails and baserails are supplied with infills

• What size groove do i need for my handrail and baserail?

This depends on what size spindles you choose. As an example, if you have 32mm spindles you would choose a 32mm grooved handrail and baserail.

• Can handrails and baserails be cut to size?

We provide handrails and baserails in the lengths advertised on the website. Once the handrails and baserails have been received by the customer these then can be cut to any size required.

Spindles

• Whats the difference between square and turned spindles?

Square Spindles – Straight clean lines with flat sides. Ideal for modern or minimal interiors, easy to paint and cost effective.

Turned Spindles – Shaped on a lathe with decorative curves and details. Perfect for traditional classic staircases, adding charector and craftmanship.

• Can spindles be cut to size?

Yes. All of our timber and metal spindles can be cut to size.

• Why do you sell two different lengths of spindles?

We offer a 900mm and 1100mm spindle. The 900mm length is for the rake of the stairs, and the 1100mm is for the landing.

Newel Posts

• Can i replace just the top half of the newel post?

Yes. The Solution range allows you to cut off the existing newel post above the base, and fit a new newel post using a metal newel base connector.

• Whats the difference between square and turned newels?

Square Newels – Straight clean lines with flat sides. Ideal for modern or minimal interiors, easy to paint or varnish.

Turned Newels – Shaped on a lathe with decorative curves and details. Perfect for traditional classic staircases, adding charector and craftmanship.

Glass Panels

• Do i need special fittings for glass panels?

Yes and no. We recommend using the glass brackets available on our website, as they are designed to hold our glass panels. There is also the option to have no brackets and have the glass panels fitted directly in to the grooves handrail and baserail, the timber will then hold the panels in place.

Metal Stair Parts

• Can i use metal spindles with timber rails?

Yes. You can use metal spindles with all of our handrails and baserails available on our website, as long as you choose the correct groove to match the spindle size.

• Can metal spindles be cut to size?

Yes, our metal spindles can be cut to size.

Timbers

• What timbers do you have available?

We have Pine, Hemlock, Oak, White Primed, Ash, Sapele and Black Walnut. More information on our timbers is available here.

• Can i mix different timbers?

Yes. Many customers mix timbers for contrast or affordability, such as oak handrail with white primed spindles, or pine newel posts with oak caps. Just keep in mind different timbers have different grain patterns and colours, so the finish will vary if your staining rahter than painting. More information on our timbers is available here.

• What does white primed mean?

White primed is a product that has already been given a coat of white primer ready for its top coat, this helps our customers to shorten painting time and gives a better finish on the final coat. All of our white primed stair parts are made from tulip wood, because its smooth and virtually knot free, giving a better finish. We would recommend giving all white primed stair parts a light sand before adding the top coat.

• What’s the difference between pine, hemlock, oak and white primed?

Pine – Affordable, ideal for painting or staining.

Hemlock – Smooth, knot free, takes stain well.

Oak – Strong, durable, with a premium finish.

White Primed – Ready for painting in your chosen colour.

Measurements and Fitting

• Do you have fitting guides?

Yes. You can find all of our fitting guides here. We are currently working on adding more fitting guides to the website.

• Where will i find the measurements for your stair parts?

All measurements are included in the descriptions of each product, and we have also added photos of the product with the measurements.

Delivery

• How long will delivery take?

Delivery is usually 7-10 working days. All orders are booked on a two day delivery service to England, Lowlands of Scotland and Wales. Customers will be notified by email and text when an order is dispatched. More information on deliveries can be found here.

• Do you offer next day delivery?

Unfortunately no we do not offer a next day delivery, This is due to most of our orders been made on site. All information on deliveries can be found here.

Faulty Items

• What do I do if something arrives damaged?

If an item arrives damaged please contact us as soon as possible, so we can help process a replacement. Please contact us here

Returns

• Can i return stair parts if i have ordered the wrong size?

As long as the return is not part of a multipack it can be returned. The item needs to be in the original packaging and the same condition as received, within 28 days from the delivery date. Any goods returned within 28 days are also subject to a restocking fee of 15%. Items that are returned after the 28 day returns period are none refundable. None standard stair parts and stairs which are bespoke items cannot be returned for a refund. Please find more information on our returns policy here.

Trade Discount

• Do you offer trade discounts?

Yes. We offer trade loyalty rewards. If you are a trade customer please apply here for 5% discount.