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Frequently asked questions
General
You can reach us at At Home With The Mckenzie's Ltd (Steps 2 Bed), Baltimore Trading Estate, Baltimore Road, Great Barr, Birmingham B42 1DD.
Office hours: Monday to Friday, 9.30am to 5.00pm, excluding bank holidays.
Phone: 0121 382 6414
Email: lisamckenzie@steps2bed.co.uk
Please note, this is a manufacturing site, not a shop premises, our site is not open to the public.
Once your order is placed via our website......You will have selected the Month for when you require the bed. Our team will then issue a delivery date for that selected month via email within 24 hours or the next working day (please note for orders placed from Friday 3pm - Sunday our team will contact you by the next working day, we do not work bank holidays).Please note; During very busy periods the delivery time frame can change - average order to delivery currently is usually between 14-21 days). If you urgently require a bed please contact us so we can let you know the next delivery date available prior to ordering, due to all of our designs being made to order.If you have selected deposit payment only, our team will send an confirmation of the order with the delivery date and a payment link for the outstanding balance, which is due 14 days prior to the organised delivery date we have set up. The remaining balance can be paid with debit or any credit card, via our online fully insured payment system (Sumup).Our team will be in touch closer to your delivery date via email to confirm our team members names who will be delivering & installing your bed on arrival. If you have to make changes to the bed order, as our terms of business we ask you to contact us at least 14 days prior to the organised delivery date.If you need to change the delivery date, please contact us 14 days prior to your organised delivery date. For date changes after this time period a re-delivery charge will be applied.We ask you to ensure the space is cleared for the team to install the new bed.
There is a deposit only order form on our website, if you wish to order a bed and pay in instalments, please select the form adding the month you wish to have the bed ordered, there is a box within the order form which allows you to tell us if you wish to pay in instalments, the remaining balance is then split into equal payments.All beds are required to be paid prior to delivery, if opting to pay in instalments we will send you an order confirmation email with an organised delivery date in the month you have selected and then also send a payment link with invoice for each monthly payment. You do not have to opt for pre-payments / instalments and choose the option to pay the remaining balance 14 days prior to the organised delivery date.
We offer FREE assembly with all of our bed designs which are deliverd by our own team (we offer courier services to areas which may not be seen on the list below- you can enter your details at check out which will confirm the cost by courier). Please note our own teams only cover commutable distances and only service Mainland England & Wales where we offer FREE assembly....ZONE 1 - £55 & Free assemblyB1 to B98 (Birmingham & Surround)WS1 to WS15 (Walsall, Staffordshire & Surround)ZONE 2 - £60 & Free assemblyCV1 to CV47 (Coventry, Warwickshire & Surround)DY1 to DY14 (Dudley & Surround)LE1 to LE67 (Leicestershire & Surround)TF1 to TF13 (Telford & Surround)WR1 to WR15 (Worcestershire & Surround)WV1 to WV16 (Wolverhampton & Surround)ZONE 3 & 3a - £65 & Free assemblyBA1 to BA22 (Bath, Somerset & Surround)BB1 to BB18 (Blackburn, Burnley & Surround)BD1 to BD24 (Bradford & Surround)BL0 to BL11 (Bolton & Surround)BS0 to BS49 (Bristol, Somerset & Surround)CB1 to CB25 (Cambridgshire & Surround)CF3 to CF83 (Cardiff & Surround)CH1 to CH60 (Chester & Surround)CW1 to CW12 (Crewe & Surround)DE1 to DE75 (Derbyshire & Surround)DN1 to DN40 (Doncaster & Surround)FY1 to FY8 (Blackpool & Surrond)GL1 to GL56 (Cheltenham, Gloucester & SurroundHP1 to HP27 (Hemel Hempstead, Buckinghamshire & Surround)HR1 to HR9 (Herefordshire & Surround)L1 to L75 (Liverpool & Surround)LD1 to LD8 (Ludlow & Surround)LL11 to LL43 (Wrexham & Surround - please check as some North Wales locations may not be covered)LS1 to LS29 (Leeds & Surround)LU1 to LU6 (Luton & Surround)M1 to M60 (Manchester & Surround)MK1 to MK77 (Milton Keynes & Surround)NG1 to NG34 (Nottinghamshire & Surround)NN1 to NN18 (Northants, Northamptonshire & Surround)NP4 to NP44 (Newport & Surround)OL1 to OL16 (Oldham & Surround)OX1 to OX49 (Oxford & Surround)PR1 to PR26 (Preston & Surround)S1 to S97 (Sheffield, Chesterfield & Surround)SK1 to SK23 (Stockport & Surround)SG1 to SG19 (Stevenage & Surround)ST1 to ST21 (Stoke & Surround)SY1 to SY25 (Shrewsbury & Surround)WA1 to WA16 (Warrington & Surround)WN1 to WN8 (Wigan & Surround)ZONE 4 - £70 & Free AssemblyHG1 to HG5 (Harrogate & Surround)HU1 to HU18 (Hull & Surround)HX1 to HX7 (Halifax & Surround)LN1 - LN13 (Lincoln & Surround)ZONE 5 - £76 & Free AssemblyDL1 - DL17 (Darlington & Surround)LA1 to LA23 (Lancaster & Surround)PE1 to PE38 (Peterborough & Surround)RG1 to RG45 (Reading & Surround)SL1 to SL60 (Slough & Surround)SN1 to SN38 (Swindon & Surround)SO14 to SO58 (Southampton & Surround)SP1 to SP11 (Sainsbury & Surround)TA1 to TA21 (Yeovil, Somerset & Surround WF1 to WF17 (Wakefield & Surround)YO1 to YO62 (York & Surround)ZONE 6 - £86 & Free AssemblyCM0 to CM24 (Chelmsford & Surround)DH1 to DH9 (Durham & Surround)IP1 to IP32 (Ipswich & Surround)RM1 to RM19 (Romford & Surround)SR1 to SR9 (Sunderland & Surround)SS1 to SS17 (Southend on Sea & Surround)TS1 to TS29 (Middlesborough & Surround)ZONE 7 - £96 & Free AssemblyCO1 to CO16 (Colchester & Surround)CR0 to CR8 (Croydon & Surround)GU1 to GU52 (Guildford & Surround)NE1 to NE19 (Newcastle) - Please check for other postcodes within the surroundsNR1 to NR35 (Norwich & Surround)SM1 - SM17 (Surrey)TW1 to TW20 (Twickenham)WD3 to WD23 (Ricksman, Watford & Surround)EN1 to EN11 (Enfield)UB1 to UB11 (Uxbridge)ZONE 8 - £120 & FREE assembly (Please check none listed postcodes as we do not deliver to all locations within these surrounds, due to commutable distance, drving or parking restrictions)BH1 to BH31 (Bournemouth)BN1 to BN52 (Brighton)BR1 to BR8 (Bromley)DA1 to DA18 (Dagenham)DT1 to DT11 (Dorchester)E1 to E20 East LondonEX1 to EX36 (Exmouth)HA1 to HA8 (Harrow)IG1 to IG11 (Ilford)KT1 to KT27 (Kingston Upon Thames)ME1 to ME18 (Rochester & Surround)N1 to N22 (North London)NW1 to NW11 (North West London)PO1 to PO40 (Portsmouth & Surround)RH1 to RH20 (Redhill & Surround)SE1 to SE27 (South East London)SW2 to SW20 (South West London)TN1 to TN4 (Tunbridge Wells)TQ1 to TQ4 (Torquay)W2 - W14 (London)
Height is always listed at the start of the bed description for each design and can be found on each product page, full measurements for the beds length and width are also included within this same write up section. (please note stairs or ladders whichever you have opted for are included)There are also measurements if wishing to add slide.If you wish to confirm the space you have available etc or concerned with the best git or order a custom size please have measurements available for the space & please contact our office via email lisamckenzie@steps2bed.co.uk or call. of our office main number; 0121 382 6414
LEFT SIDE FOR ALL OF OUR DIFFERENT DESIGNS NO MATTER THE HEIGHT OR STYLE/DESIGNRIGHT SIDE FOR ALL OF OUR DIFFERENT DESIGNS NO MATTER THE HEIGHT OR STYLE/DESIGNFRONT RIGHT FOR ALL OF OUR DIFFERENT DESIGNS NO MATTER THE HEIGHT OR STYLE/DESIGNFRONT LEFT FOR ALL OF OUR DIFFERENT DESIGNS NO MATTER THE HEIGHT OR STYLE/DESIGN
We do not supply mattresses with our designs, our beds are made to standard UK sizes unless you request a custom made design. We recommend a 16cm depth or below for the top bunk sleeper & the safety barriers are made to British Industry Standards Build Guidelines & Safety Standards of a minimum of 32cm.
We can also make custom height barriers for your bed designs, you will need to contact our team via email or telephone for all bespoke designs and we are able to quote for the customisation.
Shorty size mattress size : 75cm x 175cm
Single size mattress size: 90cm x 190cm
Small double mattress size; 190cm x 120cm
Standard double mattress size; 190cm x 135cm
We fit carpet on all of our designs, this includes top tread to stair storage drawer options. We recommend to have carpet added as it makes the stairs less slippery for children to use as well as avoiding unnecessary wear & tear.
If wanting full painted stairs we ask you to place a custom order and contact our office. There is a charge for mid-sleeper height designs +£45, High-Sleeper Height Designs +£55 & Loft Sleeper Height Designs +£65.
If wishing to supply your own carpet, you are required to send 55cm x 165cm, with your name and order number attached to your carpet roll internally. This. must be received 7 days prior to the organised delivery date. Please note our team do not fit at your home.
If supplying your own carpet please send to; If you have selected a carpet colour on the website ad placed your order, please contact our office to inform them of the change
Please note we do not take responsbility for carpet sent to incorrect address or not delivered by courier/postal companies.
Steps 2 Bed (At Home with the Mckenzie's Ltd)
Unit 17, Baltimore Trading Estate
Baltimore Road
Great Barr, Birmingham
B42 1DD
Yes we make custom sizing for all of our bed designs. We ask you to contact is via email lisamckenzie@steps2bed.co.uk or call our office on 0121 382 6414.
It is always useful to have the name of the bed design if calling, if contacting us via email please add a screenshot of the design and the sizes you require - our teams do not attend to measure.
We have different heights for our bed designs...
Mid-sleeper height beds are shorter in height than your traditional bunk beds standing at 4ft - 122cm (3 steps up) from the base to the top of the safety barrier - we do not recommend for children under the age of 3 years.
High-Sleeper Height (5ft - 152cm - 4 steps) & Loft-Sleeper Height (6ft - 5 Steps up), we ask you to consider the age of our child and the guidance is 5+ years.
Yes, we use the absolute best materials for all of our designs, including cam locks which interlock 2 panels together which make the design even more hard wearing!
Our beds are handmade to order so our qualified team have the best knowledge, our beds are very different to mass produced designs and built! We use solid bases for our drawers so no flimsy breakable bases!
All of our bed designs are made to take down and re-assemble. Just get in touch with our office via email that you ordered the bed via and we can send across the instructions.
At Home With The Mckenzie's Ltd (Steps 2 Bed) – Terms & Conditions
1. Please ensure that there is a clear and clean area for the assembly of the bed. We are not insured to move or dismantle other pieces of furniture. If a redelivery is required because the area for the bed has not been prepared, there will then be a full redelivery and admin charge applicable.
2. Our beds are made up of various size panels. Although we can fit the largest panels into 99% of properties, there are a few properties for which we will have to build reduced-size panels. If you have had any problems with fitting furniture into bedrooms in your house, then please let us know by e-mailing, and by possibly sending photographs through to us if you have any uncertainty about our largest panels being too big for the space you have. We will not be held responsible for panels that are unable to fit into your designated room but if we find that it is not possible to fit the panels into the room when we arrive, we will change these panels for reduced ones but there will be a full redelivery and administration charge, it may also take up to 6 weeks to build and redeliver the reduced replacement panels. N.B. The largest panel is 200cm x 120cm.
3. Once your bed has been delivered (and installed if you opted for the installation service), you are required to thoroughly check the bed and sign to confirm that you accept the bed and are satisfied with the condition that it has been left with you in. Once you have signed for the bed, we will not be held responsible for any damage caused to it.
4. Delivery by courier will be packaged on pallet for a curb side or door service. The delivery drivers will not take panels into the property. Due to the heavy panels we advise where necessary to have someone to assist with the delivery. We are unable to provide a time slot for courier deliveries.
5. The delivery slots are scheduled between the hours of 9am – 5.30pm and you will be notified on the day 30 minutes prior to the teams arrival, failure to be at your property at this time will result in a redelivery charge and a delay in receiving your bed for up to 4 weeks.
6. We cannot be held responsible for any delays in your delivery caused by unforeseen circumstances including traffic and bad weather. If delayed contact will be made and we will attempt to reach you as soon as possible.
7. If you wish to change your delivery date a minimum of 14 days’ notice prior to your organised delivery date is required.
8. If you have selected the wrong stairs, bed or measured incorrectly we may be able to resolve the problem for you but this will incur a full redelivery, new panel build.
9. If there is a change in your delivery address, we must be notified by email.
10. If you have not received contact from our team within 2-3 working days from order date, please contact our office.
11. Our beds are made from MDF. Any beds selected and brought unpainted must be painted before use to seal the MDF and prevent any dust release in the bedroom.
11.1.1 we do not add fixing caps on the beds due to if they come lose, they could create a choking hazard for children under 3 years old – we are able to add stickers over the camlock screw sections which can be removed it de-assembling the bed.
11.1.2 The bed cannot be used if a part of the structure is missing or broken.
11.1.3 Mid/High sleepers are not suited to children below the age of 6 years due to the risk of injury in the event of a fall.
11.1.4 Please do not attach or suspend items such as ropes, strings, cords, harnesses and belts on a bunkbed or high sleeper to avoid the possibility of strangulation.
11.1.5 Warning: Children may become trapped between the bed and the wall. To avoid the risk of serious injury, the distance between the top safety barrier and the wall must not exceed 75 mm or must be at least 230 mm.
11.1.5b Cot Rails advised for 10 months+ to early toddler age pre-potty training and making the transition from a cot to a bed, we do not wish these to be used for younger children and will not be sold on this basis.
11.1.6 Compliant with European Standard EN747-1 and EN747-2 of 2012. 11.1.7 Never leave children without a minimum of supervision.
11.1.8 Children must not be allowed to play roughly on or under the top bunk. 11.1.9 Do not allow children to swing or jump on or under the bed.
11.1.10 Always use the ladder or stairs to climb up to and down from the top bunk.
11.1.11 Do not replace original parts with substitutes. Spare parts must be obtained from STEPS 2 BED
Ltd.
11.1.12 Mattress Heights for Mid/High Sleeper Beds must not be deeper than 160mm due to the safety guard front rail.
11.1.13
Carpet & Stair Coverings– we cannot guarantee a match to your current carpet colour(s) and we are not responsible for replacement for the stair carpet we have fitted and supplied if you do not like the colour or shade supplied., we will only replace the colour if an error of a different colour has been fitted which is not related to the shade of carpet. If you choose to supply your
own carpet please ensure the sufficient width and length is supplied and sent to our production unit 14 days prior to your organised delivery date with your name and invoice order number attached to the
supply. Full carpet is fitted to all beds supplied and only top tread carpet is fitted to purchased stair storage drawers, if you wish to have the stairs painted we are not responsible for wear and tear for paint due to this being a high traffic area and this additional request is charged. (please also refer to section 16).
12. These goods that you have ordered will become your property when they have been delivered to you. Once you have taken delivery of them, they will be held at your own risk and we will not be held responsible for their loss or destruction.
13. Designs and specifications are subject to change without notice.
14. Bed slats may hold small defects due to knotting in the timber.
15. All rights, including copyright, in this website are owned by or licensed to STEPS 2. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.
16. All our beds come with a 5-year warranty This warranty does not cover:
• Damage caused due to misuse, abuse or accidents.
• Damage or dis-colouring caused by sunlight or artificial lighting sources.
• Variation within the colour or graining of wood.
• Product that has been altered/ adjusted by the purchaser.
• Product that has been incorrectly assembled by the purchaser.
• (Carpet) Fabric wear, fading, shrinkage or curling at the edges
•
17. CANCELLATION BY US
We reserve the right not to process your order if:
1. We have insufficient stock to deliver the goods you have ordered;
2. We do not deliver to your area; or
3. One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
4. If we do not process your order for the above reasons, we will notify you by e-mail and will recredit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
5. CANCELLATION BY YOU 18.1 Custom built beds:
A £35 administration charge will be applied for orders cancelled once your order is processed and delivery date is given.
A £35 administration charge will be applied for small changes to your order within 2 weeks of your delivery date.
A 50% cancellation charge will be applied for orders cancelled once your order has gone into production.
19. REFUNDS
As a custom-built / bespoke product your item is non-refundable any faults or issued found will be fixed/replaced to ensure the bed is in good working order. Your bed is custom/bespoke design including size, style/design name, height, stair or ladder position, colour, pattern choice, carpet colour and added extras of choice, your bed is made to order as directed and instructed by you the purchaser on payment of deposit.
20. LAW, JURISDICTION AND LANGUAGE
This website & social media pages: any content contained therein, and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.
21. INVALIDITY
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
22. PRIVACY
You acknowledge and agree to be bound by the terms of our privacy policy. 23. THIRD PARTY
RIGHTS
Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.
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