FAQs

Answers to the questions we are asked most often at Stair Yard UK, a trading name of Express Matting Services Ltd. If your question is not here, email sales@stairyard.co.uk or call 01282 270214 (Monday to Friday, 08:30 to 17:00).

Delivery

How much is delivery?
Delivery is free on every order to every United Kingdom address, with no minimum spend and no surcharges for remote postcodes or long and heavy items.

Where do you deliver?
All of the United Kingdom, including Northern Ireland, the Scottish Highlands and islands, the Isle of Wight and the Isles of Scilly. We do not deliver outside the UK, including the Republic of Ireland, the Channel Islands and the Isle of Man.

How long will my order take?
Orders placed before 2pm (UK time) on a working day are dispatched within 1 to 2 working days, and delivery then takes 1 to 2 working days, so 2 to 4 working days in total. Tracking details are emailed when your order is dispatched. See our Shipping Policy.

Where do orders ship from?
Burnley, Lancashire, United Kingdom.

Can I change my delivery address?
Yes, until your order is dispatched. Email sales@stairyard.co.uk or call 01282 270214 with your order number as soon as possible.

Returns and cancellations

Can I return an item?
Yes. Tell us within 14 days of receiving your order, then send it back within a further 14 days. Items must be unused, uninstalled and not cut, drilled, glued or finished. For change-of-mind returns you pay the return cost; there is no restocking fee. See our Return and Refund Policy.

What if my item arrives damaged or is wrong?
Email sales@stairyard.co.uk with your order number and photos, ideally within 48 hours of delivery. We send a replacement or give you a full refund, and we cover the return cost.

How long do refunds take?
Within 5 days of us receiving the items back, to your original payment method. Your bank may take a further 3 to 5 working days to show it.

Do you offer exchanges?
Return the item for a refund and place a new order for the item you need. Delivery on the new order is free.

Can I cancel my order?
Yes. Before dispatch you can cancel free of charge for a full refund. After dispatch you can return the goods within 14 days of receiving them. See our Order Cancellation Policy.

Measuring and choosing parts

How do I measure for stair cladding?
Measure the width and depth of each existing tread and the height of each riser, and note any kite or winder treads and the landing. Our cladding treads come in set lengths, such as 900mm, 1000mm, 1300mm and 2000mm, and are cut to size by you or your fitter. For deeper treads, extension pieces join to the back of grooved treads. Check the dimensions on each product page before ordering.

Not sure which parts you need?
Send us your measurements and a photo of your staircase from the bottom step, by email to sales@stairyard.co.uk or on WhatsApp to 07822 012977, and we will reply with a parts list.

Which groove do I need in my handrail and baserail?
Metal spindles need rails grooved for 12.5mm spindles. Glass needs rails grooved for 8mm glass (9mm groove) or 10mm glass (11mm groove). Square oak spindles need rails grooved for 41mm spindles. Grooved rails come with a fillet that your fitter cuts to size. Groove sizes are listed on each product page.

What newel post sizes do you cover?
Plain square oak newel posts in 90mm and 115mm, newel post cladding kits for 70 x 70mm, 90 x 90mm and 115 x 115mm posts, and newel caps to suit. Check the "to fit" size on the product page.

Are oak products finished?
Most oak parts are supplied pre-sanded and untreated, ready for oil, lacquer, wax or stain. Each product page states the finish.

Do you make items to measure?
Products on the website are sold in the sizes listed. If you need something made or cut to your own measurements, email us for a written quote, which states the lead time and that the item cannot be returned for change of mind once made.

Prices, payment and trade

Do prices include VAT?
Yes. All prices are in pounds sterling (GBP) and include VAT at 20%. Your order confirmation shows the VAT, and we can email a full VAT invoice on request.

How can I pay?
Visa, Mastercard, Maestro, American Express, Diners Club, Discover, UnionPay, Apple Pay, Google Pay, Shop Pay and Klarna. There are no fees for any payment method. See our Payment Policy.

Do you give quotes for trade or larger orders?
Yes. Email your list to sales@stairyard.co.uk or use the Trade and bulk option on our contact page, and we will reply with a quote. You can also download a PDF quote of your basket from the cart page.

About us

Who is Stair Yard UK?
Stair Yard UK is a trading name of Express Matting Services Ltd, registered in England and Wales, company number 07000887, VAT number GB987256073, based at Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom. See our About Us page.

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