FAQ

Frequently Asked Questions

How do samples work?

Samples are available across most stair runners, rugs, and carpets, allowing you to assess colour and texture in your own space before ordering.

  • Samples are £1.99 each with free shipping to mainland UK
  • Discount codes apply to all stair runner orders, and carpet orders over £150
  • Codes are valid for 90 days, single-use, and cannot be combined with other offers or applied to sale items
  • To get your code, contact us at info@sterlinglooms.co.uk with your original sample order number

Are samples refundable?

Samples are non-returnable and non-refundable unless faulty. Their cost is refunded via a discount code when you place a full order.

Will the colour look exactly the same as online?

We take care to represent colours accurately, but screen settings and lighting can affect how colours appear. As woven products, natural variations in texture and finish may also occur.

For this reason, we recommend ordering a sample before purchasing.

How long does delivery take?

Processing times vary depending on the product. Once dispatched, orders are delivered the next working day.

Full details can be found in our Shipping Policy. If you have a specific timeframe in mind, please contact us before ordering.

Will I receive tracking information?

You’ll receive tracking details by email once your order has been dispatched, where available.

If you need an update on your delivery, please contact us and we’ll be happy to help.

Do you offer free returns?

We offer 30-day free returns on eligible items.

Custom or cut-to-length items (including carpet), samples, sale items, gift cards, and items that have been installed or used are non-returnable unless faulty.
Full details are available in our Returns & Cancellations Policy.

How do I measure for a stair runner?

Measure the tread and riser of a single step and add them together. Multiply this by the total number of steps, including the top step. If step sizes vary, measure each one individually and add them together.

We recommend allowing at least 10% extra for fitting and trimming. Be sure to include any overhangs.

If your staircase includes winder steps, quarter landings, or a non-standard layout, please contact us before ordering.

If you’re unsure at any stage, you’re welcome to send us a photo of your stairs and we can advise before you order.

Do you offer custom orders or larger projects?

Yes. We can assist with custom staircases and more complex layouts, including winder sets, quarter landings, bespoke tapes, and larger projects.

If your project isn’t standard, please contact us with details so we can advise before you order.

Do you offer fitting or installation services?

We don’t provide fitting services directly.

In some cases, we may be able to recommend experienced local fitters. Where this isn’t possible, we’re happy to help you prepare for installation and ensure you order the correct quantities.

Any fitting agreement is between you and the contractor, and installation guarantees sit with them. We are responsible for the products you purchase, which are covered by the manufacturer’s warranty.

We recommend booking a fitter only once your order has been received.

Are stair runners and carpets cut to size?

Some products are sold by the metre or made to order. These items are produced specifically for you and cannot be cancelled, returned, or refunded once production has begun, unless faulty.

Please check the product description carefully before ordering.

Can I cancel or change my order?

If your order has not yet been processed or dispatched, we may be able to cancel or amend it. Please contact us as soon as possible after placing your order.

Once production has begun on made-to-order or cut-to-size items, changes or cancellations may not be possible.

Do you ship internationally?

Yes, we can assist with international orders.

Shipping availability, costs, and delivery times vary by destination and product type. For international or bespoke orders, we recommend contacting us before ordering so we can advise.

What if my order arrives damaged or incorrect?

Please inspect your order on delivery. If your item arrives damaged, faulty, or incorrect, contact us as soon as possible so we can resolve the issue promptly.

How can I contact you?

If you have questions about samples, sizing, custom work, orders, or delivery, you can contact us at:

Email: info@sterlinglooms.co.uk
WhatsApp: +44 7468 759902