Windsor

• We always recommend ordering a sample first so you can be confident in your choice before committing
• Make it easy and order your fitting essentials at the same time. You'll find underlay, gripper rods, and adhesive spray all on our accessories page. For a finishing touch, browse our stair rods to complete the look
• We do not offer a fitting service, but if you need help finding a local fitter please don't hesitate to contact us at info@sterlinglooms.co.uk

No two staircases are the same. Whether yours has winders, curves or a more unusual layout, we can help.

• Fully bespoke service available for complex staircases
• We'll guide you through measurements and all available options
• Just get in touch and our team will take care of the rest

Pair your runner with our matching Winder Sets & Quarter Landing Turning Panels for a seamless, polished finish throughout your staircase.

Winder Step Panels — covers the middle and upper steps; each panel includes a riser and a tread

• To order, simply email us an above-view photo of your winding steps with measurements A, B, C & D
• For help or more info please contact us at info@sterlinglooms.co.uk

Quarter Landing Turning Panels — designed to match straight runner panels perfectly; for the lower step, a standard straight panel is all you need

We aim to process and dispatch orders promptly and keep you informed throughout.

Order Processing Times

Processing times are shown in business days (Monday–Friday, excluding bank holidays) and may vary during busy periods.

• Accessories: 1–2 business days
• Samples: 1–2 business days
• Carpet: 2–3 business days
• Stair runners: 2–3 business days
• Custom or made-to-order items: 3–5 business days

Delivery

All orders are shipped free to mainland UK addresses. Once dispatched, delivery is the next working day. Delivery times are estimates and cannot be guaranteed.

Scottish Highlands, Islands & Remote Areas

We ship to the Scottish Highlands, Northern Ireland, Isle of Man, Isle of Wight, Isles of Scilly, and other remote or offshore locations, however shipping costs and availability vary. Please contact us at info@sterlinglooms.co.uk before ordering and we'll advise on options and any applicable charges.

Tracking

You'll receive tracking details by email once your order has been dispatched. If you haven't received tracking information or need an update, please don't hesitate to get in touch.

Delays

Occasionally deliveries may be delayed due to courier networks, weather conditions, busy periods such as Christmas, or other factors beyond our control. We'll always do our best to keep you updated.

Questions? Contact us at info@sterlinglooms.co.uk

Order with confidence. If something isn't right, we're here to help.

30-day free returns

We offer a 30-day free returns policy, meaning you have 30 days from the date you receive your item to request a return. Once your return is approved, items must be dispatched back to us within 14 days of approval.

To be eligible for a return, items must be:

• In the same condition you received them
• Unused, uninstalled, and uncut
• In their original packaging, with the seal intact and the manufacturer's box clean and undamaged
• Accompanied by proof of purchase

How to start a return

To request a return, please contact us at info@sterlinglooms.co.uk with your order number and reason for return. Once approved, we'll send you instructions on how and where to send your item. Returns sent without prior approval will not be accepted.

Returning your items

• You're responsible for the goods until they reach us — we recommend using a carrier that offers insurance, as we're unable to issue a refund for items that arrive damaged
• Please add outer packaging to protect the manufacturer's box on its journey back
• We recommend taking a photo when handing your return to the delivery company, just in case

Free return shipping — UK mainland only

The following locations are excluded and will need to arrange and cover their own return shipping costs:

• Scottish Highlands & Islands
• Northern Ireland
• Isle of Man
• Channel Islands
• Isle of Wight
• Isles of Scilly
• Any other offshore or remote islands

If you're unsure whether your address is affected, please contact us before ordering.

Damaged or incorrect items

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.

Non-returnable items

The following items are non-returnable, unless faulty:

• Custom, made-to-order, or cut-to-length items (including all carpet, winder sets, and quarter landing turns)
• Samples
• Sale items
• Gift cards
• Items that have been installed or used

If you're unsure whether an item is returnable, please contact us before ordering.

Exchanges

We do not offer direct exchanges. The quickest way to receive a different item is to return your original purchase and place a new order once your return has been approved.

Refunds

Once your return has been received and inspected, we'll notify you of the outcome. If approved, refunds are issued to the original payment method — please allow up to 10 business days for the refund to appear. Banks and card providers may take additional time to process funds.

Cancellations

• Before dispatch: Changed your mind? No problem — contact us and we'll refund you in full.
• After delivery: You have 30 days from the delivery date to request a return.
• Please note: Orders cannot be cancelled and reordered in a sale or using a discount code. The original order will remain valid in all cases.

Questions? Contact us at info@sterlinglooms.co.uk