Orders & Returns

Ins and Outs

We want every customer to be happy with their order. Below you will find information on placing orders, making changes, and what to do if something is not right when your stairs arrive.


Placing an Order

Orders can be placed directly through our online shop. For external timber staircases, our Custom Stair Builder lets you select your timber species, tread count, coating, and assembly preference before adding to cart. Other products can be added to your cart and purchased through the shop in the usual way. Once checkout is complete, you will receive an order confirmation by email. Please check your confirmation carefully and contact us straight away if any details are incorrect.


Changing or Cancelling an Order

Because our stairs are built to order, changes and cancellations need to be requested as soon as possible after purchase. Please call us on 0416 046 210 or email info@centralcoaststairs.com.au with your order details and we will do our best to accommodate your request.

Once production has commenced on your order, changes or cancellations may not be possible.


Damaged or Incorrect Orders

Please inspect your order carefully upon delivery. If any items are damaged or do not match your order confirmation, contact us within 48 hours of receiving your delivery. Please take photos of the issue and include them in your email so we can assess and resolve the matter as quickly as possible.

We will work with you to make it right, whether that means a replacement, a credit, or another suitable resolution.


Returns

Due to the custom-made nature of our products, we are unable to accept returns for change of mind. If your order has been built to the specifications you selected at checkout, it is not eligible for return.

If there is a fault or error on our part, please contact us and we will resolve the issue promptly.


Consumer Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.


Questions About Your Order?

If you have any questions or concerns about your order, please do not hesitate to get in touch.

Phone: 0416 046 210
Email: info@centralcoaststairs.com.au

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Stair Tread Calculator
1
Total rise
1,600 mm
Bottom to top of where stair will be located (mm)1,600 mm

Measure from finished floor level at the bottom to finished floor level at the top.

2
Rise per tread
170 mm
Vertical height of each step (mm) — NCC: 150–190 mm170 mm

A rise of 170–180 mm is comfortable for most adults.

3
Depth of tread (going)
265 mm
Horizontal depth of each tread (mm) — NCC: 240–290 mm265 mm

A going of 250–280 mm suits most external stair applications.

4
Stair width
1,000 mm
Overall width of the staircase (mm)900 mm

Widths up to 1,000 mm are included in the standard online price.

Custom width — enquiry required
Your selected width of — exceeds 1,000 mm and cannot be purchased directly online. Continue through the configurator to complete your staircase selections — your order will be submitted as an enquiry and our team will be in touch with definitive pricing.

Australian NCC standard for external stairs: 150–190 mm rise per tread  ·  Tread going (depth): 240–290 mm

Your staircase summary

Please review your measurements before continuing to the product configurator.

—
treads recommended
Total rise (bottom to top) —
Rise per tread —
Depth of tread (going) —
Stair width —
Total footprint —
Your stair width exceeds 1,000 mm. This will be sent as an enquiry rather than a direct online purchase. Our team will be in touch with definitive pricing.