Frequently asked questions

How can we help?
Have a look through our frequently asked questions and if you can’t find the answer you’re looking for, then feel free to drop us an email or call us. We’d be more than happy to help.
Get in touch
General1/5
What service does Metal Staircase Co provide?1/5
We offer an affordable option to acquire a statement staircase through our supply only service. We design our staircases to be easily assembled through a range of mechanical fixings. A bit like a large Meccano set.
What timber options do you have?1/5
Our most popular is Oak, which we stock plenty of. We can source Walnut, Ash and various others, but do so upon request. Let us know if you’re looking for something specific and we will do our best to help. Lead times may vary.
What colour choice do I have for my powder coat finish?1/5
You can choose any valid RAL colour, however some more obscure colours could increase the lead time slightly. Just ask your staircase designer for a list of colours.
Do you offer an installation service?1/5
No. We offer a supply only service, so it will be down to you and your team to install the staircase. We provide you with a detailed installation guide which advises you of the recommended process, and if you have any questions during the installation, our team of technical staff are always happy to talk things through. If you do not feel confident installing the staircase, you could speak to our sister company First Step Designs, who offer the full turn key solution.
What information do you need to receive a detailed quote?1/5
Your plan drawings are best, but if these have changed or are not available, a few basic well measurements would be fine. If you only plan on replacing your existing staircase, simply send some photos of it, in its current state. We will also need to know what style of staircase/s you like the most and we can quote based on that design.
Do you supply all of the fixings we need?1/5
Yes, we supply a complete fixing kit and touch up kit should you require one. If your design requires chemical anchors, we ask that you source these yourself as they will be specific to various structural requirements.
Can you stain the treads to match the colour of my floor?1/5
Yes, we offer a specialist stain service where we can compliment the colour of your flooring. Simply send us a sample of your floor finish to compliment, and we will send a stain sample back for confirmation.
Can you manufacture external metal staircases?1/5
Yes, all of our designs can be adapted for an external environment. We can also galvanise the staircase if you require it.
How much does a Metal Staircase cost?1/5
All of our staircases are made to measure, as each project has different requirements. However, a metal staircase can start from £8,000 + VAT. This would be based on a 13 rise staircase with glass balustrade on one side. You can find more accurate information on our stairbuilder.
I’ve seen a design I like elsewhere, can you make that?1/5
We can often accommodate different designs. Just add a few images to your enquiry form or attach them in an email and we will do our best to help.
Do you have a showroom?1/5
Yes, we have a few small staircase examples showcasing a variety of features. We are open from 8:30am - 5:30, Monday to Friday, so pop in and have a look. We’ll get the kettle on!
Technical1/5
Do I have to have a handrail on top of the glass?1/5
We always recommend having a handrail somewhere on the staircase, whether that's on the balustrade or on the wall. However, if you do not want a handrail on top of the glass, we just recommend you have 17.5mm laminated toughened glass instead. You should double check this with your building control officer.
How is the staircase fixed to the floor? Underfloor heating?1/5
We design the base plate fixing to your building requirements, and there are plenty of methods to do so. It’s best to get in touch at an early stage, so you can make necessary preparations if they are needed.
Do you provide structural calculations?1/5
It is down to you to ensure the structure of the building is substantial enough to support the staircase, so structural calculations should be completed by yourselves. We are more than happy to liaise with your structural engineer to advise on the design, or alternatively we can offer this as an additional service should you require it.
How is the staircase fixed to the trimmer?1/5
We supply a steel trimmer plate which simply fastens to your trimmer. This will house the pre-set fastening positions for the main staircase body.
Does everything just bolt together?1/5
Yes, we use a variety of different fixing methods. The only time you will need to use some joinery skill is if you opt for a continuous handrail system. The handrail is supplied oversized to be cut and joined on site.
How should I look after my new staircase?1/5
We only recommend using a damp cloth. Any aggressive cleaners could damage the lacquer or powder coat finish. Everyday glass cleaner is fine for the glass balustrade.
I have underfloor heating, will this cause problems?1/5
Not at all. If you can let us know in the early stages of the project, we can advise on the best fixing methods and accommodate for this in the design of the staircase.
My walls are not structural, will this be a problem?1/5
Not at all. Each project is different and there are many ways to get around a problem, so just give us a call and we can discuss your options.
Are there any specific joist requirements?1/5
We advise using a steel beam as the trimming joist, but we have worked with various other joist materials. If posi-joists are being used, we just advise to line them with structural plywood. Please speak to one of our team for more details.
What do I do if I am struggling to measure up for my staircase?1/5
Not to worry. We offer a comprehensive on-site measuring service. There is an additional charge of £450 + VAT for this service.
How can you guarantee the quality of your work?1/5
All of our steel components are manufactured to CE standards. All glass is manufactured to British Standards and is stamped appropriately. We only use prime grade timber, from FSC sources which is finished with durable lacquers to guarantee longevity.
Payment & Delivery
Do you accept card payments?1/5
We accept Visa Credit, Visa Debit, Mastercard and American Express.
What’s your typical lead time?1/5
Usually around 5-7 weeks but the extra thick treads can take a little longer.
What if the parts arrive damaged?1/5
Upon receipt of your order please check carefully for any damage. If there is any damage please document it with photographs and email them to your project handler. We will do our best to set things right as soon as possible. After 48 hours of delivery of your order if no damage has been reported we cannot accept responsibility for the damaged doors. You can read more about our Damaged Goods policy on our Terms & Conditions section.
What areas do you deliver?1/5
We cover the entirety of mainland UK. Delivery to the highlands of Scotland or South West England will likely be a little more expensive.
Does The Metal Staircase Co. offer a warranty?1/5
We cannot offer a warranty on a staircase we have not installed, however quality assurance and product aftercare is something we take seriously. Should there be any issues or faults we would look to have these resolved immediately.
Can I collect my staircase from The Metal Staircase Co.?1/5
Yes, why not save on delivery and collect the staircase yourself. You will need to make sure you have an appropriate vehicle (Ideally a long wheel based van or larger) and some strapping to secure the staircase for transport. We may deem the staircase unsuitable for collection, but we will highlight this if we feel it requires special attention.
What are your payment terms?1/5
We require an initial 50% to secure your order and begin the design/manufacturing process. Then the remaining 50% is payable 48hrs before delivery. If the final payment isn’t made before this time, we reserve the right to cancel the delivery and you will be charged for the re-organised delivery.
Terms & Conditions

Acceptance of Order

Before signing the order, please take some time to check through the specification, making sure you are happy with all the details proposed. If you think there is an error or changes are needed, please contact us straight away.

Specification

In order to continually improve our services, we sometimes will make small changes to designs and material specifications. You will be notified of these changes if they apply to your staircase project.

Payment

Our payment terms are; 50% of the agreed price payable upon placing the order, with the remaining 50% payable 48 hours before the product is delivered.

If payment isn’t received 48 hours before the agreed delivery date, we reserve the right to put the delivery on hold until the final payment has been received.

Delivery

We will endeavour to agree and confirm a delivery date with you upon the approval of final drawings.

The delivery itself will be a kerb-side delivery, and it is recommended that you have a minimum of 4 capable people to help lift the staircase into the property.

The delivery driver will be responsible for deciding where to sensibly off-load, with their decision being final. If you fail to accept the goods or we cannot deliver due to inaccurate instructions/permissions or access, we will make attempts to arrange a new delivery date which you will have to cover reasonable costs.

Design

We will provide you with the information in order to gather the correct measurements, however it will be your responsibility to gather accurate measurements. Metal is not as simple as timber to simply ‘cut and trim’ and this is why you must be 100% confident in the measurements you supply. However, we will confirm these details throughout the process.

If the measurements of your stairwell change after agreeing these final details, you must notify us straight away so that we can make necessary changes. You will be responsible for paying any reasonable costs incurred from wasted materials.

Before we proceed to manufacture, we will provide you with a detail drawing highlighting particular features of the design, along with a full specification and confirmation of measurements. It will be your responsibility to agree these details by written confirmation. We will not begin manufacture until sign-off is complete.

Quality

All of our staircases and related components are always finished to a high standard. We take the necessary measures in order to protect the staircase from damage during transportation, however paint chips, small dents and scratches are inevitable - this is not a sufficient reason for return.

We provide ‘Touch up’ kits with all of our staircases so that you can make good to these areas once the staircase is installed.

Our dispatch team take great care in inspecting and packaging your order, however if your item does arrive damaged please let us know so we can organise a replacement. Damage MUST be reported to our office within 72 hours of delivery. Any reported beyond this timeframe will be charged for.

Installation

It is your responsibility to install the staircase, however we will provide you with an installation guide detailing the recommended method for installation. This is not definitive by any means, as there are many ways of achieving the same finish and should only be used as a guide.

Although we consider our staircases easy to install, this is relative to general industry standards. You must ensure you or your installer are confident in completing the staircase installation to a level you are happy with.

Policies

What personal data we collect and why we collect it

To ensure you have the best experience of our services we may ask for your name, email address, billing & project addresses and phone number at the point of enquiry, order or signing up to our newsletter.. When placing an order we will also require your credit card details, the bank account used for the transfer or any other means of payment envisaged. The type of data collected by this application depends on the payment system used.

How do we use your personal information

When we collect the information from you when you enquire, order or sign up for a newsletter we will use your data in the following ways: 

— To enable us to contact you after you have sent an enquiry or service request.

— To allow us to improve our website, offering you a better experience.

— To allow us to process your transactions and orders, as smoothly and quickly as possible.

— To be able to communicate via email with progress updates of your order, delivery or other requests.

Cookies We Set

This site offers newsletter or email subscription services and cookies may be used to remember if you are already registered and whether to show certain notifications which might only be valid to subscribed/unsubscribed users.

When you submit data to through a form such as those found on contact pages or comment forms cookies may be set to remember your user details for future correspondence.

Third Party Cookies

In some special cases we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site.

This site uses Google Analytics which is one of the most widespread and trusted analytics solution on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content. For more information on Google Analytics cookies, see the official Google Analytics page.

We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways. For these to work the following social media sites including; Instagram and Facebook, will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies.

What rights you have over your data

If you enquire, order or sign up to a newsletter with us, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

Third party disclosure

We do not sell, transfer or trade your personal information. This does not include website hosting partners, business partners or suppliers or parties that help us serve our users.

Media

If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included.

Receive the latest info and updates from The Metal Staircase Co.
Thank you – you're signed up!
Oops! Something went wrong, please try again

Customers

Get in Touch