Frequently Asked Questions

Click or Tap a question to reveal the answer.

How much deposit will I have to pay?

The deposit is 35% of the total value of your order. 45% is then taken after the survey and the remaining 20% taken after practical completion of your staircase.

What is the minimum order value?

Our minimum order value is £2000 + VAT. For more information, our expert advisers are always on hand to discuss pricing and the finance options available.

What is your price promise match?

If you’re provided with a better offer for a like for like product elsewhere, we will match that with our price match promise.

What are your payment options?

Our payment options are finance, cash or card.

What are your finance options?

We offer 24 or 36 month payment plans through Barclays funding options. For more information you can discuss with your sales designer.

How long does an appointment take?

We always fit our appointments around your schedule. Our expert designers will spend up to 2 hours making sure every aspect of your staircase design is planned to perfection and to your specific requirements.

When are appointments available?

You can book appointments 7 days a week. We work around your schedule, and that includes evenings and weekends.

Can I reschedule an appointment?

Any appointments can be cancelled 3 hours in advance. Adequate time must be allowed as designers sometimes travel from outside your area depending on your location.

Can I cancel my appointment?

Yes you can cancel your appointment at any time. Simply call the customer service team on 0161 300 8959.

Will I receive confirmation of my appointment?

After booking your appointment your designer will ring you to confirm. You will also receive an email confirming the date and time.

What is the usual time period from design visit to fit?

Our team of highly skilled designers and carpenters are with you with you for every step of the process, from initial design visit, through to the survey and the fitting. Usually this takes up to 12 weeks.

How long does the actual renovation take?

Our staircase renovations can be completed in 48 hours, with as little disruption as possible. For new staircases find out more about the process here.

When will I receive confirmation of my fit date?

You will receive confirmation of your fit date 2 weeks prior to installation. Our sales designers are with you every step of the way to answer any queries you may have before then.

Can I go upstairs during the staircase being fitted?

There’s no need to worry about using your staircase while the work is carried out. It will remain useable throughout the renovation process.

How much mess will there be?

We ensure that there is minimal mess by covering flooring with dust sheets and doing all cutting away from the property. Our carpenters have been working with James Grace for years and as a result adhere to our high standards by always cleaning up afterwards.

Can fittings be rescheduled?

If you can’t make the fitting, it’s no problem, our team will help you reschedule to a more convenient time.

Will my designer return for the fit?

No. Once the designer has carried out the final consultation and you have received a visit from the professional surveryors, our team of expert carpenters will handle the fit.

Why do I need a surveyor visit?

Our trained surveryors make sure that everything is perfectly measured and ready for the installation. This helps everything to run as smoothly as possible when it comes to it.

How long is the guarantee?

All of our staircases come with a 10 year guarantee.

Are they built to British standards?

Yes, all of our staircases are built to British standards.

What do I do if I have a problem with my staircase?

If you have a problem with your staircase then call customer services on 0161 300 8959 where one of the James Grace team will be able to help.

Call us free on 0161 822 0030

or request a free design visit from one of our designers.