Question: Can I have a brochure
Answer:You can request a free brochure from us. You just need to fill in the form on this page: https://stairfurb.co.uk/request-a-brochure/

Question: I requested a brochure and it’s not arrived
Answer:If you requested a prited brochure to be posted, it should arrive within 4 working days. If it has not arrived after 4 working days, please request another brochure and be extra cautious to ensure the address supplied is correct. You can request a brochure from this page: https://stairfurb.co.uk/request-a-brochure/

Question: can’t find link to my saved cart
Answer:If a customer is unable to find a saved cart link, we would only be able to find their saved cart link if they input their name when they saved the cart. If they didn’t then unfortunately we may not be able to find the link, unless they know what date and time the cart was saved. If they did input their name and/or know the date and time that the cart was saved, they can email this info to office@stairfurb.co.uk

Question: issue placing order
Answer:If a customer has an issue placing an order, we would ask them to call us on 08006990021, or email sales@stairfurb.co.uk

Question: issue with making payment
Answer:If a customer has an issue making payment, we would ask them to call us on 08006990021, or email office@stairfurb.co.uk

Question: can’t see right shape section in configurator
Answer:If a customer has a section that is a different shape to the sections we show in our configurator, it is unlikely that it will be compatible with our kits. They can email photos to sales@stairfurb.co.uk to confirm whether it’s compatible or not.

Question: in cart page and need to make an amend
Answer:If a customer want’s to make an amendment to a measurement, the type of handrail, style of balustrade, material of handrail, or colour of handrail, they then click on “get a quote” in the navigation menu, and then select “online configurator”. Once in the configurator, the customer should be able to edit the dimensions of any sections and/or the style of balustrade and color or material of the handrail.

Question: How long does delivery take?
Answer:We endevour to deliver all orders within three weeks of the order being signed off. For orders to Scotland however, we allow up to six weeks. We can’t promise to deliver any order sooner, as the delivery time would be dependent up on our couriers delivery schedules, which aren’t arranged more than ten days in advance.

Question: Can I collect?
Answer:We are happy for customers to collect their orders from our factory. The address for our factory is Unit 9, Blakenhall Park, DE138AJ. It is important that customers who want to collect their orders are aware that glass is supplied unpackaged, so customers will need to provide their own protective blankets etc.

Question: Where are you based if I want to collect?
Answer:Our factory is located at Unit 9, Blakenhall Park, DE138AJ

Question: Is there any way I can get delivery sooner?
Answer:Unfortunately we can’t promise to deliver any order sooner than three weeks after the order is signed off, as the delivery time would be dependent up on our couriers delivery schedules, which aren’t arranged more than ten days in advance.

Question: Why does delivery take that long?
Answer:We endevour to deliver as soon as possible, however all our products are bespoke made in our UK based factory. Handrails and baserails take approximately five days to be manufactured, while glass can take up to ten working days since we outsource the glass toughening process and this takes ten working days. We then have to manage our delivery schedule once the products are manufactured, and as such the whole lead time is approximately three weeks, or fifteen working days. If customers require items soon, they do have the option to collect and products are uaually ready for collection approximately ten days after an order is signed off by a customer.

Question: Do I need to be home when you deliver?
Answer:It is important that the person who placed the order is home at the time of delivery, as all items should be carefully checked at the time of delivery. The delivery drivers are unable to deliver items unless they get their delivery note signed.

Question: Is delivery on a big truck, or a small van?
Answer:Our delivery drivers drive long wheel base vans, not trucks. They are usually able to get access to most properties.

Question: Will the delivery driver help me to carry the glass into a specific room?
Answer:Our delivery drivers will gladly carry your products into a room of your choice.

Question: Where do you deliver to?
Answer:Our delivery service is available to all mainland UK. Unfortunately we do not deliver to Irelad, or any other islands or locations that would require the delivery van to go on a ferry.

Question: Will the delivery driver contact me to let me know what time he will deliver?
Answer:The delivery driver will always try to send the customer a message 45 minutes before they arrive with the delivery. Deliveries a schedulled 7-10 days before a delivery is made and we aim to deliver within three weeks of an order being signed off (although we allow up to six weeks to deliver to addresses in Scotland).

Question: Can I change my delivery date?
Answer:If you would like to edit a delivery date, or discuss the delivery date for your order, please email office@stairfurb.co.uk

Question: What time will my delivery arrive?
Answer:If a customer is wanting to know about the time that a delivery will arrive, and they are asking on the day of the delivery then they should contact the courier directly by email on nfo@davantell.co.uk however, if the customer is enquiring about delivery times more then 36hr prior to the arranged delivery, then they should contact office@stairfurb.co.uk

Question: When will my order be delivered?
Answer:A delivery date will be suggested to the customer approximately two weeks after the customer has signed off their order. The delivery date suggestion will be sent by email. If the customer has not had a delivery date suggestion and they signed off their order more than twwo weeks prior, they can email office@stairfurb.co.uk to ask for an update on their order.

Question: Can I change my order to have collection, rather than delivery?
Answer:If a customer would like to change their order to have collection, they can arrange this by email. They should email office@stairfurb.co.uk

Question: Can I change my order to have delivery, rather than collection?
Answer:If a customer has placed an order with collection, but would now like to change to have delivery, they can do this. In this situation, the customer should email office@stairfurb.co.uk

Question: I have a question about an existing order
Answer:For assistance with an existing order, the customer should email office@stairfurb.co.uk

Question: How do I clean the glass?
Answer:Regular glass cleaner can be used to clean glass panels. We would advise not using any substances that are highly corrosive, as these could corrode the rubber inside clamps if they have clamps, or the silicone that they may put into the baserail of embedded kits. StairFurb does sell glass cleaning kits, which are purchased from the parts shop, here: https://stairfurb.co.uk/product/stairfurb-cleaning-kit/

Question: How should I clean the stainless steel?
Answer:You can buy stainless steel cleaner from most supermarkets. Stainless steel is a very easy material to clean.

Question: How should I clean oak?
Answer:If a custoer is wondering how to clean oak handrails, we would suggest using water and vinegar. Water and vinegar can be used to clean almost anything. It is a natural, non-toxic way to clean things without worrying about abrasive chemicals and fumes. After all of the dust and debris are removed from the railings and banister, spray a mixture of water and vinegar (1:1 ratio) on a cloth and wipe down the wood. It removes dirt, grime, odors, and kills bacteria, viruses, and mold.

Question: Do I need to put oil on the oak or treat the oak in any way?
Answer:If you have ordered untreated oak, you should treat it immediately. While the oak is untreated, it is suseptable to warping and splitting, as it absorbs and released moisture due to changes in humidity and temperature.

Question: Will I get lots of child handprints on the glass?
Answer:Glass is very easy to wipe clean, so childrens hand prints or marks from pets are quickly and easily wiped off with standard glass cleaning products.

Question: Can my glass be cut to step around my stair treads, as I don’t have a closed string?
Answer:StairFurb balustrade kits are only compatible for stair sections if they have a closed stringer, as our baserails need a stringer to sit on. We do not produce glass that steps around the stair treads.

Question: How long is the product guarantee or warranty?
Answer:Our products come with a three year guarantee.

Question: Do you install in my area?
Answer:We try to cater for installation nationwide. To see what local installatoin options are available in their area, customers should go to our ‘find your fitter’ page, where they can input their postcode and see the availability of their local installation services.

Question: How much is installation?
Answer:Installation prices vary, depending on the number of sections, length of the section, number of newel posts and location. As a rough estimate, the average installation price is about £400, but to get a better idea of price, the customer should book a 20min video call with one of our techical sales advisers. A video call can be booked online on this page: https://stairfurb.co.uk/book-video-call/

Question: Do I have to DIY install, or can you install it for me?
Answer:All our balustrade kits are designed to be DIY installed, but we appreciate that some customers don’t havie the inclination or confidence to install their own staircase, so we have evolved our business and now offer local installation solutions for our customers. We have a postcode search system to allow you to see the installation services local to you and put assist you by putting you in contact with your local installer to get a quotation. You can search for your local installation services on this page: https://stairfurb.co.uk/findyourfitter/

Question: Do you use your own fitters, or do you use freelance fitters?
Answer:We do have our own in-house installation service, which covers a good portion of the country. For customers who live outside of the zone that our in-house install team cover, we have customer recommended fitters that have installed for customers before and been recommended. There are also StairFurb recommended fitters, that have installed for many of our customers and so we recommend using them if they are local. You can search for your local installation services on this page: https://stairfurb.co.uk/findyourfitter/

Question: how long would installation take?
Answer:The time it takes to install StairFurb glass balustrades depends upon what is included in the order. Generally it would take less than one day to install.

Question: I wasn’t given installation guides with my order, can you send me them?
Answer:The StairFurb installation guides can be found on this page: https://stairfurb.co.uk/fitting-guides/

Question: Is installatoin easy?
Answer:Our balustrade kits are specifically designed and manufactured made to be DIY installed, with the handrails and baserails cut to the required length and angle, holes are pre-drilled and all fixtures and fittings are supplied. The installation of our balustrade its is a relatively simiple DIY task. Dependent upon the setup you have, removing the existing balustrade should also be a simple task. Replacing newel posts using spigot newel posts is a more advanced job, but still considered to be a DIY task for more advanced DIY’ers. Installing some straight cut newel posts can be complex and we would always suggest hiring a professional to install straight cut newel posts.

Question: How many people are needed to install the products?
Answer:StairFurb balustrade kits should be installed by two poeple.

Question: How do I install a spigot newel post?
Answer:Installing spigot newel posts is considered an advanced DIY task, but if you equip yourself with our newel post fixing kit and just follow our video instructions closely it is a relatively simple task. You can see the fitting instructions on this page: https://stairfurb.co.uk/fitting-guides/

Question: Can I replace my newel posts?
Answer:Customers can replace their newel posts and we suggest that customers change thier newel posts if their current posts are shaped. If customers have square, straight and solid newel posts, then we generally advise that they keep the existing posts. Existing posts being kept, can be sanded and painted to look nicer.

Question: Do I have to change my handrail?
Answer:If customers want to keep their existing handrails, they can do this. They should check that the handrail is running parralel to the baserail though, by measuring the height from the top of their baserail to the underside of the handrail. If there is vairance of more than 15mm between the either end of the handrail, then we would suggest that the customer should have a new handrail as their existing handrail is not parralel to the baserail. If there is varience in the measurement, but the variance is less than 15mm then they should use the lower height as their ‘height one’ when placing their order.

Question: In my delivery, I have been given a small piece of wood. What is this used for?
Answer:StairFurb includes a small piece of wood with delivered orders. This small piece of wood is a tool to measure the gap between glass panels and between the newel post and glass panels. For round clamped balustrade kits the gap is 25mm, but for embedded and square clamped glass kits, the gaps are 15mm.

Question: I am waiting for your fitter to arrive.
Answer:If customers are wondering what time their StairFurb fitter will arrive, they should email install@stairfurb.co.uk or call 08006990021

Question: I have placed an order which includes fitting. When will my survey be?
Answer:If a customer has placed an order which includes installation and they are waiting for a survey, they should email install@stairfurb.co.uk

Question: I have had a survey, but not yet been told when the fitting will be done. When will it be?
Answer:If a customer has placed an order which includes installatoin, they have had their survey completed already, but they are now wondering when the installatoin will be completed, they should email install@stairfurb.co.uk

Question: How do I fit the embedd kit?
Answer:Below is a summary of the install process for embedded glass balustrade kits. You can see more info and video instructions on this page: https://stairfurb.co.uk/fitting-guides/

• Cut & Remove. Cut and remove existing spindles, baserail and handrails. Use filler and paint the newel posts as necessary.
• Place Your Baserail. Place the pre-cut baserail into position and fix it down with the supplied screws, through the pre-drilled holes.
• Place The Glass Panel. Place glass panels into the embedded channel, sit the handrail on top and mark handrail position on newel post.
• Place The Handrail. Place handrail in position and secure it with the supplied fixing components.

Question: How do I fit the round clamped kit?
Answer:Below is a summary of the install process for round clamped balustrade kits. You can see more info and video instructions on this page: https://stairfurb.co.uk/fitting-guides/

• Cut & Remove. Cut and remove existing spindles and (if being replaced) baserail and handrails.
• Place Your Baserail. Place the pre-cut baserail (with holes pre-drilled) into position and fix bottom clamps with the screws supplied.
• Handrail Brackets. Hold handrail brakets in the correct position and mark the screw holes with a pencil, then drill pilot holes. The handrail bracket heights are clearly shown on the production sheets which are provided with your delivery.
• Fix Your Handrails. Fix the handrail to the newel posts using the screws provided. The height from the top of the baserail to the underside of the handrail is shown on the production sheets.
• Place The Glass Panels. Starting at the bottom of the stairs and working your way up, place the bespoke glass panels into position (using the spacer block provided to set the correct gap either side of the glass) in the clamps and tighten the clamps with an 8mm Allen Key.

Question: How do I fit the square clamped kit?
Answer:Below is a summary of the install process for square clamped balustrade kits. You can see more info and video instructions on this page: https://stairfurb.co.uk/fitting-guides/

• Cut & Remove. Cut and remove existing spindles and (if being replaced) baserail and handrails.
• Place Your Baserail. Place the pre-cut baserail (with holes pre-drilled) into position and fix bottom clamps with the screws supplied.
• Handrail Brackets. Hold handrail brakets in the correct position and mark the screw holes with a pencil, then drill pilot holes. The handrail bracket heights are clearly shown on the production sheets which are provided with your delivery.
• Fix Your Handrails. Fix the handrail to the newel posts using the screws provided. The height from the top of the baserail to the underside of the handrail is shown on the production sheets.
• Place The Glass Panels. Starting at the bottom of the stairs and working your way up, place the bespoke glass panels into position (using the spacer block provided to set the correct gap either side of the glass) in the clamps and tighten the clamps with an 8mm Allen Key.
• Fix Your Handrails. Fix the handrail brackets to the ends of the handrail and by tightening the grub screw and fix the handrails to the newel posts using the screws provided.
• Place The Glass Panels. Starting at the bottom of the stairs and working your way up, place the bespoke glass panels into position (using the spacer block provided to set the correct gap either side of the glass) in the clamps and tighten the clamps with an 8mm Allen Key.

Question: How do I fit a spigot newel post?
Answer:Below is a summary of the install process for spigot newel posts. You can see more info and video instructions on this page: https://stairfurb.co.uk/fitting-guides/

• Cut & Remove. Cut and remove existing spindles and (if being replaced) baserail and handrails.
• Place Your Baserail. Place the pre-cut baserail (with holes pre-drilled) into position and fix bottom clamps with the screws supplied.
• Handrail Brackets. Hold handrail brakets in the correct position and mark the screw holes with a pencil, then drill pilot holes. The handrail bracket heights are clearly shown on the production sheets which are provided with your delivery.
• Fix Your Handrails. Fix the handrail brackets to the ends of the handrail and by tightening the grub screw and fix the handrails to the newel posts using the screws provided.
• Place The Glass Panels. Starting at the bottom of the stairs and working your way up, place the bespoke glass panels into position (using the spacer block provided to set the correct gap either side of the glass) in the clamps and tighten the clamps with an 8mm Allen Key.

Question: My order is missing parts
Answer:If a customer belives that their order is missing parts, we would ask them to check their delivery note to see if the item is listed there. If it is not, then we would ask them to check their origional order confirmation email to see if the item was included on the order. If it was then they should either email office@stairfurb.co.uk or call on 08006990021 . If the item was not included on the delivery note, or on their order confirmation, then the customer will not have paid for the items. The customer can then either order the items from our website, or contact us on 08006990021 or email office@stairfurb.co.uk

Question: Glass has a mark on it, or is scrathed or damaged
Answer:If a customer believes they have glass that is scratched or damaged and the delivery driver is still there, so they are yet to sign the delivery note then the customer should ask the delivery driver to edit the delivery note to mention the damaged glass. If this is done, then a replacement panel would usually be delivered free of charge. If however the customer only notices the damage on the glass after they have already signed the delivery note and the driver has left their property, then it’s not possible for us to know if the glass was damaged in transit by the delivery drivers, or whether the customer accidently damaged the glass themselves after receicing the delivery. In this case it’s often not possible for us to replace the glass at free of charge and the customer may need to pay for the cost of a replacement glass panel. If a replacement panel is required and it is not supplied free of charge, then the customer would only pay the cost of the glass and delivery, not the usual selling price. The customer should email office@stairfurb.co.uk clealry showing the damaged area on the glass. If the scratch is only very fine, sometimes it is possible to remove the small scratch by rubbing it with metal polish, which is sliglhlty corrosive and can rub back a very thin layer of glass.

Question: My glass panel has cracked or exploded
Answer:If a customer has cracked or exploded glass, we ask them to email office@stairfurb.co.uk with photos and a description as to how the glass became damaged.

Question: My order is incorrect
Answer:If a customer believes their order is incorrect, then we ask them to email the details of their issue to office@stairfurb.co.uk

Question: I can’t sign off my order
Answer:If a customer has issues signing off their order, or their order management page won’t load, they should email office@stairfurb.co.uk

Question: how do I sign off my order?
Answer:After a customer places an order, they will need to sign off their order. The customer will be sent a link to their own personal order management page. On the order management page the customer will see the contents of their order and the dimensions. They should check the dimensions are correct, input any missing dimensions and, once they are happy that all dimensions are correct, they should click the green button at the bottom of the order managemet page to sign off their order. Once an order is signed off, StairFurb then create the production sheets and start production of the order. The customer will receive an email update when their order goes into production.

Question: I want to give you the angle for the stair section of my order
Answer:When a customer orders a glass balustrade for a staircase section, the angle of the staircase is required bedfore we can manufacture the balustrade kit. If the customer does not have a suitable device to read the angle of the staircase when they are placing their order, it is not a problem. Withon the order process on the StairFurb website it asks the customer whether they have a digital angle reading device. If the customer selects to show that they do not have a digital angle reading device then they are send one by post, free of charge, once they place their order. For customers who have a digtal angle reading device posted to them, when they have taken the angle reading for their stair section they should go into their order management page (the link to their order management page was included on thier order confirmation), input thier angle, check all their measurements and then click to sign off their order.

Question: I want to change a dimension on my order
Answer:If a customer wants to change a dimension on an existing order then:
• if they have not yet signed off thier order, they should go into their order management page and edit the dimension before they sign off thier order. Any additional payment, or refund required due to the change will be resolved in the order management page.
• if they have already signed off thier order, it may be too late to make a change if the order is already in production. They should email office@stairfurb.co.uk to ask if it is still possible to make the change.

Question: I can’t find the link to my order management page
Answer:If a customer can’t find their origional order confirmation email in order to get the link to their order management page, then they can retrieve the link to their order management page on this page: https://stairfurb.co.uk/recover-order/

Question:
Answer:

Question: I have an issue with an order that has been installed by your fitters
Answer:If a cusomer has an issue with an order that was installed by StairFurbs own installation team, then they should email install@stairfurb.co.uk

Question: There is an issue with the dimensions of my order
Answer:If a customer has had delivery and feels that the dimensions are incorrect, they should try to get some photograpic evidence and send that, along with a description, and their order number, to office@stairfurb.co.

Question: my handrail is too long
Answer:If a customer belives that their handrail or baserail is too long, then they should remeasure the length of the section and check if the handrail length measurement on their order is correct. If the customer is sure that the length is too short then they should email office@stairfurb.co.uk with a clear description of the issue, supporting photos of videos and their order number.

Question: my handrail is too short
Answer:If a customer belives that their handrail or baserail is too short, then they should remeasure the length of the section and check if the handrail length measurement on their order is correct. If the order is correct and the customer has a balustrade kit with oak or stainless steel round handrail, then they may not have considered the fact that the handrail brackets will add more to the lenght, especially on a stair section where the brackets can add more than you might think. If the customer does not have a round handrail, or is sure that the length is too short then they should email office@stairfurb.co.uk with a clear description of the issue, supporting photos of videos and their order number.

Question: The paint is chipped on my handrail or baserail
Answer:If the customer has an issue with the paint on their handrail or baserail, they should email office@stairfurb.co.uk with a clear description of the issue, supporting photos of videos and their order number

Question: The wood is splitting or flaking
Answer:If the customer has an issue with wood splitting or flaking on their handrail, baserail, or newel post, they should email office@stairfurb.co.uk with a clear description of the issue, supporting photos of videos and their order number

Question: The oak is different colours
Answer:If a customer is unhappy with the finish of any oak components, because the pieces of laminated oak are of different shades, colours or have knots in them. The customer should be aware that oak is a natural product and as such, there will always be some differences in colours and grains. If they feel that the oak is faulty though, they should email office@stairfurb.co.uk with a clear description of the issue, supporting photos of videos and their order number

Question: The angle of glass is wrong
Answer:If a customer believes that the angle of their glass is incorrect:
• if they do still have a digital protractor, they could double check the angle of the glass, to see if that matches the angle on their order. If the glass angle is the same as the angle on their order then this would suggest that they may have provided an incorrect angle with their order, in which case we would be happy to provide replacement glass at cost value. To arrange this, they should email office@stairfurb.co.uk If the glass angle is different to the angle on their order, then they should email office@stairfurb.co.uk with an explanation, images showing the issue and their order number.
• If they don’t have the digital protractor, they should email office@stairfurb.co.uk with photos illustrating the issue, their order number and request a digital protractor to check the angle of the glass.

Question: Glass height too high, tall or too short
Answer:If a customer belives that their glass panels are too long, too short, too tall or too short the first thing they should check is that they have the correct glass for that section, and also that the glass is being installed in the correct orientation. To check which panels of glass relate to each section, and what orientation the glass sould be, the customer can see the glass production sheet which would be included in the paperwork supplied at the same time as delivery.

Question: How do I get a quote?
Answer:There are two ways to get a quote:

• Using our DIY Configurator. Use our online configurator tool to follow the simple DIY steps to create a bespoke balustrade kit that fits your home. All you need is a tape measure to complete the process, by following our handy online videos. https://stairfurb.co.uk/configurator/

or

• By booking our complimentary 20-minute remote survey consultations. Our experts will discuss your style preferences, assist with measurements, and deliver an accurate quotation. Secure your consultation now for a hassle-free stair transformation. https://stairfurb.co.uk/book-video-call/

Question: How much would it be for my stairs?
Answer:All our balustrade kits are bespoke made to every order, with the components being cut to each customers bespoke lengths in our UK based factory. As such, our prices are bespoke and are based on the dimensions of each section. There are two ways to get a quote:

• Using our DIY Configurator. Use our online configurator tool to follow the simple DIY steps to create a bespoke balustrade kit that fits your home. All you need is a tape measure to complete the process, by following our handy online videos. https://stairfurb.co.uk/configurator/

or

• By booking our complimentary 20-minute remote survey consultations. Our experts will discuss your style preferences, assist with measurements, and deliver an accurate quotation. Secure your consultation now for a hassle-free stair transformation. https://stairfurb.co.uk/book-video-call/”

Question: If someone provides a length and asks for a price.
Answer:If a customer would like to have a price estimate based on lengths they supply, below if how the price estimate should be calculated based on the product style. These prices can be used pro rata to calculate a price estimate for any length:
• Round Clamped Glass Kits with stainless steel handrail. The product is approximately £270 per meter and includes the stainless steel handrail, pine baserail, glass, fixtures and fittings.
• Round Clamped Glass Kits with oak handrail. The product is approximately £330 per meter and includes the oak handrail, oak baserail, glass, fixtures and fittings.
• Square Clamped Glass Kits with oak handrail. The product is approximately £398 per meter and includes the oak handrail, oak baserail, glass, fixtures and fittings.
• Square Clamped Glass Kits with white, grey or black handrail. The product is approximately £388 per meter and includes the painted handrail, matching painted baserail, glass, fixtures and fittings.
• Embedded Glass Kits with oak handrail. The product is approximately £324 per meter and includes the oak handrail, oak baserail, glass, fixtures and fittings.
• Embedded Glass Kits with white, grey or black handrail. The product is approximately £352 per meter and includes the painted handrail, matching painted baserail, glass, fixtures and fittings.
• Glass and clamps only for customers wanting to keep their existing handrails. The product is approximately £268 per meter and includes the glass, clamps, fixtures and fittings.

Question: When will the sale end?
Answer:You can see all information about our current sale on our sale page, which is https://stairfurb.co.uk/special-offers/

Question: When is your next sale?
Answer:If customers would like to knnow when a future sale will be coming, they should sign up to our newsletter as emails are always sent out to our newsletter to inform customers of upcomming sales.

Question: Is it the best price you can do?
Answer:We provide the very best prices possible and operate with low profit margins in order to provide our customers with the very best prices. Unfortunately, we are not able to offer any additional discoutns.

Question: I’ve had a price from your website. What does it include?
Answer:All prices for our balustrade kits include the baserail, handrail, glass panels and all the fixtures and fittings. Our handrails and baserails are bespoke cut to the required lengths and have all the required holes pre-drilled, making installation nice and easy for our customers. The bespoke cut glass panels are also included. Newel posts, newel post caps and additional wall mounted handrails are not included in our balustrade kits, but can be added as extra items from our parts and accessories shop.

Question: How do I dign up to the newsletter
Answer:If you go on our website (stairfurb.co.uk) and scroll down to the bottom of any page, the newsletter sign-up form is in the footer of every page

Question: What styles of balustrade are available?
Answer:There are four different styles available:

Oak & Steel Spindles. Steel metal rods are inset into pre-drilled holes in oak handrail and baserails. The steel spindles are powdercoat painted black (RAL 9004). This option is only available with oak handrails or baserails.

Embedded Glass Balustrade Kits. The glass is embedded into the handrail and baserail. There are no clamps required to hold the glass. With this style, the Custom glass panels inset seamlessly into the sleek baserail and handrail, uninterrupted by brackets or clamps. This style is available with the following handrail and baserail finishes:
• oak. The oak can be treated or untreated with acrylic oil. There is more information about this product on the following product page: https://stairfurb.co.uk/natural-oak-glass-staircases/
• Painted white. Pine handrails and baserails which are professionally painted in white. There is more information about this product on the following product page: https://stairfurb.co.uk/white-installations/
• Painted grey. Pine handrails and baserails which are professionally painted in grey. The colour reference for the grey paint is RAL7038. There is more information about this product on the following product page: https://stairfurb.co.uk/grey-glass-staircases/
• Painted black. Pine handrails and baserails which are professionally painted in grey. The colour reference for the black paint is RAL9004. There is more information about this product on the following product page: https://stairfurb.co.uk/black-glass-staircases/
• Primed ready for top coat of paint to be applied by the customer. Pine handrails and baserails which are professionally painted in with primer, making it easy for the customer to paint the handrails and baserails with their own paint.

Square Clamped Glass Balustrade Kits. The glass is held to the handrail and baserail with brushed stainless steel clamps. The clampes a D shaped. While the style is called ‘square clamped’ the handrail is not actually a perfect square. The top side of the handrail is slightly rounded for comfort. This style is available with the following handrail and baserail finishes:
• oak. The oak can be treated or untreated with acrylic oil. There is more information about this product on the following product page: https://stairfurb.co.uk/clamped-square-oak/
• Painted white. Pine handrails and baserails which are professionally painted in white. There is more information about this product on the following product page: https://stairfurb.co.uk/clamped-white-product/
• Painted grey. Pine handrails and baserails which are professionally painted in grey. The colour reference for the grey paint is RAL7038. There is more information about this product on the following product page: https://stairfurb.co.uk/clamped-grey-product/
• Painted black. Pine handrails and baserails which are professionally painted in grey. The colour reference for the black paint is RAL9004. There is more information about this product on the following product page: https://stairfurb.co.uk/clamped-black-product/
• Primed ready for top coat of paint to be applied by the customer. Pine handrails and baserails which are professionally painted in with primer, making it easy for the customer to paint the handrails and baserails with their own paint.

Round Clamped Glass Balustrade Kits. The glass is held to the handrail and baserail with brushed stainless steel clamps. The clampes a D shaped. The round handrails are round and have a diameter of 42mm. This style is available with the following handrail and baserail finishes:
• oak. The oak can be treated or untreated with acrylic oil. There is more information about this product on the following product page: https://stairfurb.co.uk/wood-installs/
• Stainless steel. The stainless steel handrail can come with painted (or unpainted) pine baserails, or oak baserails. There is more information about this product on the following product page: https://stairfurb.co.uk/round-stainless-clamped-kit/

There is also the option for customers to keep their existing handrails and just have glass and brushed stainless steel clamps. There is more information about this product on the following product page: https://stairfurb.co.uk/existing-handrail-with-glass/

Question: What are the benefits of the different balustrade styles?
Answer:• The benefit of the Oak & Steel Spindles kit is that it is highly durable and very child friendly. For toddlers making their way up the stairs, they can hold the spindles for stability and safety.
• The benefit of the round clamped balustrade kit is that it is modular, meaning it can easily be dismantled if the customer needs to remove the balustrade and allow for large objects to be carried up the stairs. Also, since the handrails are fixed to the newel post with brackets, there is more tolerance on the handrail length measurements.
• The benefit of the embedded glass balustrade kit is that the top and bottom edges of the glass panels are inset into the handrail and baserail, meaning they are not visible, which makes the glass appear more transparent as you don’t see the edges of the glass. The embedded handrail is also a thicket profile than the round handrails, which means there is less flex in the handrail over longer lenghts.
• The benefit of the square clamped balustrade kit is that it has the thicker profile of handrail, meaning it has less flex over long lenghts. It also has the glass panels held in place with clamps which means that you can remove the glass panels if needed, in order to clean or decorate behind the glass panels.

Question: How wide are the baserails?
Answer:• The baserail used for the oak & steel spindle kit is 60mm wide
• The embedded balustrade baserail is 57mm wide
• The round clamped and square clamped balustrade baserails are 60mm wide

Question: What is the depth of the baserails?
Answer:• The baserail used for the oak & steel spindle kit is 27mm deep
• The baserails used for the square and round clamped balustrade kits are 27mm deep
• The baserails used for the embedded balustrade kits are 26mm deep in total, but the embedded channel is 16mm deep

Question: How wide are the clamps?
Answer:The glass clamps are 27mm wide

Question: How tall are the clamps?
Answer:The glass clamps are 49mm tall

Question: how long are the glass clamps?
Answer:The glass clamps are 40mm long

Question: how wide are the embedded handrails?
Answer:The embedded handrails are 57mm wide and 60mm deep

Question: how wide are the square handrails?
Answer:The square handrails are 57mm wide and 60mm deep

Question: what are the dimensoins of the pivot bracket?
Answer:The fixing plate which attaches the pivot bracket to the newel post is 100mm high and 65mm wide

Question: what are the dimensions of the landing flange handrail bracket?
Answer:The flange bracket, which connects the round handrail to the newel posts on landing sections is 55mm wide and 85mm high

Question: Is it possible to have polished handrails or clamps?
Answer:All the brackets and clamps we supply are made from brushed stainless steel. We do not supply any polished, brass or any other types of metal finish, other than brushed stainless steel.

Question: is it posible to have brass?
Answer:All the brackets and clamps we supply are made from brushed stainless steel. We do not supply any polished, brass or any other types of metal finish, other than brushed stainless steel.

Question: How many glass panels would I have?
Answer:The number of glass panels that will be used in any section is dependent upon the length of the section. All the panels will be the same size in each section and they will have a horizontal gap between each panel and at each end. The horizontal gap is 25mm for round clamped kits and 15mm for embedded glass kits and square clamped glass kits. The longest any one panel can be is 1100mm long. It is not possible to have a panel longer than 1100mm long, as this would be in breach of building regulation requirements. Customers are not able to specify the size of the horizontal gaps btween panels, or the size of the panels, as this is all calculated by automated systems which is based on these fixed parameters.

Question: How wide are the gaps between the glass panels?
Answer:The gaps between the glass panels on embedded balustrade kits and square clamped glass kits is 15mm. The gaps between the glass panels on round clamped glass kits is 25mm.

Question: What is the longest a glass panel can be?
Answer:The longest any glass panel can be is 1100mm. This is due to building regulatoins requirements and also for logistical reasons as glass panels any heavier could be too heavy for our team to handle safely.

Question: How thick is the glass?
Answer:All out internal glass is 8mm thick and toughened glass. All glass panels are polished on all edges. The glass panels used in the round clamped kits and square clamped kits have radius corners, but the embedded glass kits do not have radius corners on the glass as the corners of the glass are not exposed, since they are inside the mebedded channel on the handrail and baserail.

Question: Is the glass safe?
Answer:All our glass is 8mm thick and toughened. All our glass abides by the required building regulations and has a subtle laser etched mark on the edge of the glass to show it has been manufactured according to building regulations.

Question: what size are your newel posts?
Answer:We supply various newel post sizes:
• Standard size newel post which are 90x90mm wide are available in oak or pine, which can be painted in white, black, grey or primed. These are available as spigot newel posts which are 1000mm long (excluding the additional lenght of the spigot), or as straight cut newel posts which are available in length of 1.4m, 1.5mm or 2m.
• Custom size newel post which are available in up to 100mm wide are available in oak or pine, which can be painted in white, black, grey or primed. These are available as spigot newel posts which are 1000mm long (excluding the additional lenght of the spigot), or as straight cut newel posts which are available in length of 1.4m, 1.5mm or 2m.

Question: what size or diameter is the dowel in the spigot newel post
Answer:The dowel, also known as a spigot or peg, in the spigot newel posts are 40mm diameter and protrude out of the post approximately 120mm

Question: what size or diameter is the peg in the spigot newel post
Answer:The dowel, also known as a spigot or peg, in the spigot newel posts are 40mm diameter and protrude out of the post approximately 120mm

Question: what size or diameter is the spigot in the spigot newel post
Answer:The dowel, also known as a spigot or peg, in the spigot newel posts are 40mm diameter and protrude out of the post approximately 120mm

Question: Are your oak newel posts made from one solid piece of oak?
Answer:Our oak newel posts, handrails, and baserails are made from pieces of solid oak that are laminated together, rather than using one solid piece of oak. The reason for laminating pieces of oak together, rather than using one solid piece of oak, is that it reduces the impact of warping which may occur with changes in humidity and heat.

Question: Can I keep my existing newel posts?
Answer:Customers can keep their existing newel post, provided that they have a flat and square face, suitable for fitting the handrail to, and are safe and secure. if customer have shaped newel posts, we advise that they change the newel posts to square posts by fitting spigot newel post as this will looks nicer with the glass balustrades. Shaped newel posts can sometimes be problematic when fitting round clamped kits, as the handrail brackets may overhang the edge of the square section on the newel post. As such, we always advise customers that have shaped newel posts to change to square posts.

Question: What are shaped newel posts?
Answer:Shaped newel posts are newel posts which have a square base and top section, but then have shaped wood in the middle.

Question: Can I keep my existing shaped newel posts?
Answer:We would always advice customers who have shaped newel posts to replace them with square newel posts.

Question: Can I clad my existing shaped newel post?
Answer:We do sell oak newel post cladding for standard size newel posts, which are 90x90mm, and we can also supply custom sized oak newel post cladding to fit any newel posts which are not 90x90mm. Newel post cladding kits can be found on this page: https://stairfurb.co.uk/product/custom-size-oak-newel-post-cladding-with-cap/ The oak newel post cladding comes with an oak newel post cap. We also sell a fixing kit for the newel post cladding kits, which you can buy from this page: https://stairfurb.co.uk/product/newel-cladding-fixing-kit/

Question: How do I know how long my new newel post should be?
Answer:For help with figuring our what size newel post you should have, we would advise that you book a video call with our technical sales team.

Question: How do I order newel posts or newel post caps?
Answer:Newel posts, newel post caps, wall mounted handrails and other parts or fixing kits can be ordered from our parts shop, on this page: https://stairfurb.co.uk/parts-shop/

Question: what size can custom newel post caps be?
Answer:Custom newel post caps can be made to fit a post as wide as 100mm wide.

Question: Do you supply fixing kits?
Answer:We do supply fixing kits for embedded balustrade kits, clamped balustrade kits, spigot newel posts, and for newel post cladding. The fixing kits can be purchased from our parts shop on this page: https://stairfurb.co.uk/parts-shop/

Question: what’s included
Answer:All our balustrade kits are bespoke made and include the required glass, baserails and handrails (if selected) and the fixing components. The kits do not inlcude newel posts or fixing kits, which can be ordered as extra from our parts shop.

Question: How high is handrail for building regulations
Answer:Building regulations stipulates that the top of the handrail should be at least 900mm above the floor on landing sections, or 900mm above the treadline on stair sections.

Question: Do I need to have my handrail high enough to abide by building regulatoins?
Answer:Not every customer will need to abide by current building regulations. In general, you will only need to abide by current building regulations if you install a new staircase. If you are refurbishing an existing staircase, which was installed before the existing building regulatoins were instated, then you should not be required to abide by the new regulations. We always try to abide by current building regulations when it is possible, but if your existing newel post is not tall enough to allow this then we set the handrail or handrail bracket to 25mm below the top of the newel post.

Question: will my landing return have a pliece of glass included?
Answer:If a landing handrail has a 90 degree return then the return length would have a glass panel if it is more than 75mm long. If it is less than 75mm long then it would not have a glass panel. Building regulatoins stipulates that there should be no gaps wider than 100mm

Question: can I get a wall mounted handrail?
Answer:We supply wall mounted handrails in the following styles:
• Round stainless steel wall mounted handrails are available in lenghts of 500mm, 1000mm, 1200mm, 1500mm, 1800mm, 2000mm, 2200mm, 2500mm, 2800mm, 3000mm, 3200mm, 3500mm, 3800mm, 4000mm
• Round oak wall mounted handrails are available in lenghts of 500mm, 1000mm, 1200mm, 1500mm, 1800mm, 2000mm, 2200mm, 2500mm, 2800mm, 3000mm, 3200mm, 3500mm, 3800mm, 4000mm
• Embedded and Square style oak handrail are available in lenghts of 500mm, 1000mm, 1200mm, 1500mm, 1800mm, 2000mm, 2200mm, 2500mm, 2800mm, 3000mm, 3200mm, 3500mm, 3800mm, 4000mm
• Embedded and Square style pine handrail, which can be pre-painted white, black or grey, are available in lenghts of 500mm, 1000mm, 1200mm, 1500mm, 1800mm, 2000mm, 2200mm, 2500mm, 2800mm, 3000mm, 3200mm, 3500mm, 3800mm, 4000mm

Question: What are the bracket positions on the wall mounted handrail?
Answer:The position of the clamps on the wall mounted handrail, and the number of clamps varies dependent upon the length of the handrail:
• 500mm handrail kit: Saddle brackets fitted at 150mm / 350mm
• 1000mm handrail kit: Saddle brackets fitted at 150mm / 850mm
• 1200mm handrail kit: Saddle brackets fitted at 150mm / 1050mm
• 1500mm handrail kit: Saddle brackets fitted at 150mm / 1350mm
• 1800mm handrail kit: Saddle brackets fitted at 150mm / 900mm / 1650mm
• 2000mm handrail kit: Saddle brackets fitted at 150mm / 1000mm / 1850mm
• 2200mm handrail kit: Saddle brackets fitted at 150mm / 1100mm / 2050mm
• 2500mm handrail kit: Saddle brackets fitted at 150mm / 1250mm / 2350mm
• 2800mm handrail kit: Saddle brackets fitted at 150mm / 1400mm / 2650mm
• 3000mm handrail kit: Saddle brackets fitted at 150mm / 1050mm / 1950mm / 2850mm
• 3200mm handrail kit: Saddle brackets fitted at 150mm / 1117mm / 2085mm / 3050mm
• 3500mm handrail kit: Saddle brackets fitted at 150mm / 1217mm / 2284mm / 3350mm
• 3800mm handrail kit: Saddle brackets fitted at 150mm / 1025mm / 1900mm / 2775mm / 3650mm
• 4000mm handrail kit: Saddle brackets fitted at 150mm / 1075mm / 2000mm / 2925mm / 3850mm

Question:
Answer:The steel metal spindles are 16mm wide diameter.

Question:
Answer:The steel metal spindles are round.

Question:
Answer:The baserail and handrail are predrilled with the holes for the steel spindle kits and also have the handrails cut to the correct length and angle, with pilot holes pre-drilled for screw fixing to the newel posts

Question:
Answer:The gaps between the steel metal spindles are 75mm horizontal gaps on both landings and on staircases. The gaps between the first and last metal spindle in a section, and the newel posts, will vary depending upon the length of the section.

Question:
Answer:The length of the steel metal spinles is custom, dependent upon the Height Two measurement supplied.

Question: how much tolerance is there on measurements?
Answer:The tollerances with the measurements provided vary, depending on the style of balustrade chosen and the measurement being taken:

Embedded Glass Balustrades and Square Clamped Balustreades
• Height Two measurement. +/-15mm tolerance allowed
• Length measurement. 0mm tolerance, as the handrail and baserail are cut to the length given.
• Angle. +/- 0.3 degrees. Any more is likely to be noticable with the human eye.

Round Clamped Glass Balustrades
• Height Two measurement. +/-15mm tolerance allowed
• Length measurement. +/- 15mm tolerance, as the handrail and baserail are cut to the length given.
• Angle. plus or minus 0.3 degrees. Any more is likely to be noticable with the human eye.

Keeping Existing Handrail Balustrade Kit
• Height One measurement. +/-2mm tolerance allowed
• Length measurement. +/- 20mm tolerance, as the handrail and baserail are cut to the length given.
• Angle. plus or minus 0.3 degrees. Any more is likely to be noticable with the human eye.

Question: how long are the vid calls
Answer:Our video calls last 20 minutes

Question: what do I need to bring on vid call
Answer:For a video call, customers will need a tape measure that is at least 5m and if possible a second person to film while they are measuring and a spirit level. They will also need to download the zoom app on a tablet or smartphone.

Question: do I need a second person
Answer:Ideally you do want to have a second person with you when you have a video call with the StairFurb sales team, as it make is much easier when you have one person filming and the other person taking the measurements. If you can’t have a second person with you though, it will be ok to do a video call on your own.

Question: I have bad wifi
Answer:Customers will need to have a suitable wifi or 4G connection at the house for the video call.

Question: can I have a video call
Answer:Customers can book a 20 minute video call with the StairFurb technical sales team. During these calls, the techincal sales advisor will assist with advise with styling and design if the customer would like assistance with choices, but they will also guide the customer through taking the required measurements to get a quote.

Question: do I need zoom for the video call?
Answer:All our video calls must be done on the zoom app, which is available on all android and apple devices. We are not able to complete video calls on facetime, whatsapp video call or any other video call system. The reason why we must use zoom, is that our sales staff do not use work mobile phones, and we record all video calls, which is only possible on zoom.

Question: had video call, now I want to place order
Answer:If a customer has had a video call and wants to place their order, they should have been sent a link to their basket after the video call. They can click on that link and place their order online. If they need any assistance with placing the order, they can simply reply to the quote email. Alternatively they should email sales@stairfurb.co.uk

Question: how do I get the angle of the stairs?
Answer:If a customer wants to order a stair section, we will require an angle measurement. If the customer does not have a digital angle reader, then they can click to say that on their order, and a digital protractor will then be posted our, free of charge, once the order has been placed. Once the customer has received the digital protractor and taken the angle reading, they can then input the angle in the order management page and sign their order off. We advise customers not to try and take the angle reading using a mobile phone app. We would advise they they either use our digital protractors, unless they already own a similar device. The angle that we need for the stairs is the angle between the baserail and the newel post, NOT the angle from horizontal up to the baserail.

Question: can you supply the handrail over length
Answer:If a customer would like to have a handrail supplied a little over length, they should email office@stairfurb.co.uk when they receive their order confirmation email, to request that the extra is added to the handrail length.

Question: nobody turned up to my video call
Answer:If the customer believes that nobody attended their video call, then they should email sales@stairfurb.co.uk and let the sales team know the time of their video call booking and which staff member they were meant to be booked with. The sales manager will then follow this up and hope to book a new video call at a suitable time.

Question: I need to cancel vid call booking
Answer:If a customer is unable to attend their video call, we ask them to email sales@stairfurb.co.uk to inform the sales team, or to click the link on their booking confirmation to edit their booking and then cancel the booking on the booing page.

Question: I’ve not been sent a link for my video call
Answer:If the customer has not received a link to their video call, then it may be that they input their email incorrectly when they booked the video call, as the link is sent by an automation. They should email sales@stairfurb.co.uk and say when their booking was meant to be.

Question: want to amend a quote that is sent
Answer:If a customer want’s to make an amendment to a quote that they have received after a video call, they can click the link provided to go into the basket. If they then click on “get a quote” in the navigation menu, and then select “online configurator”. Once in the configurator, the customer should be able to edit the dimensions of any sections and/or the style of balustrade and color or material of the handrail.