Same Day Dispatch Order Before 2:00 PM

Stairs Safety

FAQ

Last Updated: 24-09-2026

Find quick answers to our most common questions below. If you can't find what you're looking for, our team is here to help.

Ordering & Payment

1. What payment methods do you accept?

We accept Visa, Mastercard, Maestro, American Express, Discover, and Diners Club credit and debit cards, as well as Apple Pay, Google Pay, and Shop Pay.

2. Is my payment secure?

Yes. Our website uses SSL encryption to protect your data. We do not store your full card details; all payments are handled by secure, PCI-DSS-compliant payment processors.

3. Do your prices include VAT?

Yes. All prices shown on our website include VAT.

Shipping & Delivery

1. Where do you ship to?

We ship within the United Kingdom only. We do not currently offer international shipping.

2. How much does shipping cost?

We charge a flat standard shipping rate of £12.00 (Inc. VAT) on all orders.

3. How long will it take to receive my order?

  • Handling Time: 0–1 business day (orders placed before 2:00 PM, Monday–Friday, are dispatched the same day)
  • Transit Time: 3–4 business days
  • Total Estimated Delivery: 3–5 business days

4. Can I track my order?

Yes. Once your order is dispatched, you will receive an email with tracking information from one of our carriers: DHL, FedEx, Evri, or UPS.

Returns & Refunds

1. What is your return policy?

We accept returns of both defective and non-defective products within 30 days of delivery. Items must be in new condition and in their original packaging. Custom-made items cannot be returned unless faulty.

2. How do I start a return?

Email sales@stairssafety.co.uk with your order number and reason for return. Once your return is authorised, send the item back to our Doncaster warehouse:

Stairs Safety / Mafson Ltd, 58 Ormonde Crescent, Hexthorpe, Doncaster, DN4 0GP, United Kingdom

3. Who pays for return shipping?

For change-of-mind returns, the customer pays the actual cost of return shipping; we recommend using a tracked service. For defective, damaged, or incorrect items, we cover the full return cost and will email you a prepaid return label.

4. Do you charge a restocking fee?

No. We do not charge restocking fees.

5. How long does it take to get a refund?

Once we receive and inspect your return, approved refunds are processed within 2 business days to your original payment method. Please allow a further 5–10 business days for your bank to show the credit.

6. What if my order arrives damaged?

Please contact us within 24 hours of delivery at sales@stairssafety.co.uk with photos of the item and packaging. We will arrange a replacement or full refund at no extra cost to you.

Cancellations & Changes

1. Can I cancel my order?

You can cancel your order for a full refund at any time before it is dispatched. If it has already been dispatched, please follow our standard return process.

2. Can I change my delivery address?

We can update your address if the order has not yet been dispatched. Once the order is with the courier, we cannot change the delivery address.

Contact Us

Still have questions?

  • Phone: +441143609100
  • Email: sales@stairssafety.co.uk
  • Address: 58 Ormonde Crescent, Hexthorpe, Doncaster, DN4 0GP, United Kingdom
  • Business Hours: Monday–Friday, 9:00 am – 4:00 pm (UK time)