FAQ

Last Updated: 29-01-2026

Find quick answers to our most common enquiries 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 all major credit and debit cards, including Visa, Mastercard, Maestro, American Express (AMEX), Discover, and Diners Club. We also support digital wallets like Apple Pay, Google Pay, and Shop Pay.

2. Is my payment secure?

Yes. We use industry-standard SSL encryption to protect your data. We do not store your full card details on our servers; all transactions are handled by secure, PCI-compliant third-party processors.

3. Do your prices include VAT?

Yes, all prices displayed on our website are inclusive of VAT.

Shipping & Delivery

1. Where do you ship to?

We ship exclusively within the United Kingdom. At this time, we do not offer international shipping.

2. How much does shipping cost?

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

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

Handling Time: 0–1 Business 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 trusted carriers: Evri, FedEx, or Royal Mail.

Returns & Refunds

1. What is your return policy?

We accept returns for both defective and non-defective products within 30 days of delivery. Items must be in New condition and in their original packaging.

2. How do I start a return?

Please email us at contact@stairssafety.co.uk with your order number. Once authorised, you can mail the item back to our Doncaster warehouse.

3. Do you charge a restocking fee?

No, we do not charge any restocking fees.

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

Once we receive and inspect your return, we process the refund within 2 business days. It may take an additional 5–10 business days for your bank to reflect the credit.

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 the order has already been shipped, you will need to 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 item is with the courier, we are unable to change the destination.

Contact Us

Still have questions?

Phone: 01302315254
Email: contact@stairssafety.co.uk
Address: 58 Ormonde Crescent, Hexthorpe, DN4 0GP, Doncaster, United Kingdom
Business Hours: Monday–Friday, 9:00 am – 4:00 pm GMT