Shipping policy

Delivery periods depend upon the products you order. We prepare each order individually. This takes approximately 24-48 hours, depending on the size and make-up of the order. If any part of your order is not in stock, we will advise you as soon as we can. The whole order will be held to be dispatched together, unless otherwise agreed.

Larger sections timbers (i.e. 115mm-140mm newel posts/caps or 45mm-55mm spindles or handrails) and bespoke items are manufactured to order. We aim to dispatch these in approximately 10 working days, if not sooner. Rest assured that we work to strict deadlines and endeavour to dispatch orders as soon as possible. If your order is time pressured, please contact the office; if we can help we will.

Once your order is processed you will receive an estimated dispatch date, please note this is an estimate and we will do our best to reach this or improve on it, if possible.

You will receive a further email from us, on the day of dispatch, confirming your goods are on their way.

If the carriers attempt delivery and no one is there to receive the goods, then the goods will be returned to ourselves. An additional carriage charge will be required to be paid for any further delivery attempts. If you request for your goods to be left in a safe place or with a neighbour, this is at your risk. We advise you not to book fitters or tradesmen until your goods have arrived and have been checked.

The Company shall not be liable in any way for any direct or indirect loss, damage, or expenses (including but not limited to loss of profits and liability to third parties) suffered or incurred by the buyer as a consequence of any delay in despatch or delivery.

When you receive your delivery, please make sure that all your parcels are present, intact and in good condition before signing to accept the delivery. We cannot replace items or parcels that are missing if you have signed for them. Please check all items are correct, any discrepancies must be notified within 48 hours.

Please also make sure that you date and time the delivery ticket or drivers’ paperwork. If you are unsure about any item, please sign for it damaged and notify us as soon as possible but no later than 48 hours from receipt of goods. Any item(s) that have not been signed for as damaged on arrival will not be replaced.

Timber is a natural product and therefore prone to movement, splitting, shrinkage and swelling etc, in varying conditions. We advise that all products should be allowed to settle in the property prior to installation. It is essential products are stored flat to avoid bowing. Any issues will be dealt with quickly. Installation should not be started until issues have been rectified. We will not be responsible for any third-party costs arising from items affected by natural issues associated with our products.

If any products are faulty or incorrect, please notify us as soon as possible and within 48 hours of delivery. Please send an email, along with images, to sales@woodsidestairs.com detailing the defect or incorrect item. We will make every effort to replace or exchange items as quickly as possible.

Issues must be notified within 48 hours of delivery for us to be able to replace the faulty or incorrect items. The products must not be used or modified in any way while we investigate any issues, otherwise we will not be able to offer replacements for the goods. Faulty or incorrect goods must not be disposed of unless authorised by ourselves to do so. If authorised to dispose of goods, it is your responsibility for the safe disposal of those items. If a faulty product is no longer available, we reserve the right to offer alternative products as replacement, or a refund in this case. We cannot guarantee any replacements to be an exact match.

The Company shall not be liable in any way for any direct or indirect loss, damage, or expenses (including but not limited to loss of profits and liability to third parties) suffered or incurred due to faulty or incorrect product issues. It is essential any issues are notified and rectified prior to starting installation.