At stair-gates.co.uk, we want your shopping experience to be as smooth and straightforward as possible. Below you will find everything you need to know about how we deliver your order and what to do if something isn’t quite right.
Delivery
We deliver to all addresses across the United Kingdom, including Scotland, Wales, and Northern Ireland. Orders are dispatched Monday to Friday, excluding bank holidays.
- Standard Delivery: 2–3 working days after dispatch
- Free Delivery: On all orders over £50
- Standard Delivery Charge: £4.99 on orders under £50
Orders placed before 2:00 pm on a working day are typically processed and dispatched the same day. Orders placed after 2:00 pm, or at weekends and on bank holidays, will be processed the following working day.
Please note that delivery times are estimates and, whilst we aim to meet them in all cases, they cannot be guaranteed. Deliveries to more remote parts of the UK, such as the Scottish Highlands and Islands, may take an additional 1–2 working days.
Our Delivery Partner
We use trusted UK carriers — including Royal Mail and DPD — to ensure your order arrives safely and on time. The carrier used will depend on the size and weight of your parcel.
Tracked Shipping
All orders are sent using a tracked service. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to follow your parcel’s progress online. Please allow a few hours after receiving this email for the tracking information to become active on the carrier’s website.
If you have not received a dispatch confirmation within 2 working days of placing your order, please check your spam or junk folder before getting in touch with us.
Click & Collect
We are an online-only retailer and do not currently offer a Click & Collect service. All orders are delivered directly to your chosen delivery address.
Returns
We hope you are delighted with your purchase, but if for any reason you are not completely satisfied, we offer a straightforward 30-day returns policy.
To be eligible for a return, the following conditions must be met:
- The item must be returned within 30 days of the delivery date
- The item must be unused and in its original, unassembled condition
- The item must be in its original, undamaged packaging with all accessories, fixings, and instructions included
- You must have proof of purchase (your order confirmation email is sufficient)
Items that have been installed, used, or are not in their original packaging cannot be accepted for return unless they are faulty.
How to Return an Item
Returning an item is simple. Please follow the steps below:
- Contact us: Get in touch via our Contact page to let us know you would like to make a return. Please include your order number and the reason for the return.
- Receive your Return Authorisation: We will reply within 1–2 working days with a Return Merchandise Authorisation (RMA) number and instructions on how to send your item back to us.
- Package your item securely: Repack the item in its original packaging, include your RMA number clearly on the outside of the parcel, and enclose a copy of your order confirmation.
- Ship your return: Send the parcel back to us using a tracked and insured postal service. We recommend obtaining proof of postage. Please note that return postage costs are the responsibility of the customer unless the item is faulty or was sent in error.
Please do not return any items without first contacting us and obtaining an RMA number, as we may not be able to process your return without one.
Refunds
Once we have received your returned item and confirmed that it meets the conditions outlined above, we will process your refund within 5–7 working days. Refunds are issued to the original payment method used at checkout.
You will receive an email notification as soon as your refund has been processed. Depending on your bank or card provider, it may take a further 3–5 working days for the funds to appear in your account.
Please note that original delivery charges are non-refundable unless the return is due to our error or a faulty item.
Damaged or Faulty Items
We take great care in packaging every order, but occasionally items can be damaged in transit or arrive with a manufacturing defect. If your item arrives damaged or faulty, please:
- Contact us within 48 hours of receiving your order via our Contact page
- Include your order number and a brief description of the issue
- Attach clear photographs showing the damage or fault
We will respond promptly and arrange either a free replacement or a full refund, including return postage costs, at no expense to you. We are unable to accept damage claims reported more than 48 hours after delivery, so please inspect your order carefully upon arrival.
Contact Us
If you have any questions about your delivery, wish to arrange a return, or need assistance with an order, our team is happy to help. Please visit our Contact page to get in touch and we will respond as quickly as possible.