Vinuovo FAQ
Welcome to the FAQ of Vinuovo.
With this FAQ we will help you to find all answers you might have regarding Vinuovo, our products and services.
Please find a list of the main FAQ categories below, click on the link to navigate to the applicable section on this page.
Deck stairs FAQ
How do I choose my deck stairs?
We have developed a deck stairs configurator to help you make the best choice and provide you with the most suitable product.
How do I install Vinuovo outdoor stairs?
Installation of the Vinuovo outdoor stairs are DYI and not very complicated in most cases, any handyman should be capable to do it.
For more information regarding the assembly, please check following installatie manuals and blogposts:
- Outdoor stairs BERLIN: installation manual
- Outdoor stairs MADRID: installation manual
Which staircase is most suitable for people (or dogs) who have difficulty walking?
Our outdoor stairs MADRID XL are most suited for people who have difficulty climbing standard stairs.
MADRID is a so called "lazy stair"; each step rises only 13 centimeters and the steps have a depth of 39cm for more comfort.
XL outdoor stairs MADRID are available in 60 / 120 / 180cm wide.
Can I paint my deck stairs?
Yes you can! please click on this link Can I paint impregnated wood? for further instructions.
Can Vinuovo install the stairs for me?
No, Vinuovo cannot install the stairs. Unfortunately we don't have teams travelling europe to install the outdoor stairs.
Installation of the Vinuovo outdoor stairs are DYI and not very complicated in most cases, any handyman should be capable to do it.
For more information regarding the assembly, please check following installatie manuals and blogposts:
- Outdoor stairs BERLIN: installation manual
- Outdoor stairs MADRID: installation manual
Customer service
How fast do you deliver?
For smaller stairs up to 6 steps, the standard delivery time is 2 to 4 days pending on your country.
Big stairs can be delivered by a big truck, the delivery time is 2 to 7 days.
Will I receive a track & trace link for my order?
Yes, you will by email. (please check your spam!)
How can I contact Vinuovo?
- Via the chat op our website
- By email: info@vinuovo.com
- Or by sms / WhatsApp: +33 (0)6 58 24 75 79
Which carriers does Vinuovo use to deliver?
- For smaller stairs up to 6 steps, we use GLS or UPS, pending on parcel sizes and destination.
- Bigger stairs will be delivered by Kuehne+Nagel with a big truck.
- Please bear in mind that deliveries with Kuehne+Nagel will take more time.
I live on the country side and don't have an exact address, what do I do?
Please provide the address as close to your home as possible.
In the order remarks, please provide GPS coordinates and a description of your home. (purple blinds and a yellow gate for example)
We will paste the additional instructions on the parcel, hoping the driver will read them and will try to find you.
Unfortunately, carrier IT systems do not allow us to transfer this kind of detailed information to them.
I work at home on wednesdays, what do I do?
Please provide the information in your order comments.
We will paste the additional instructions on the parcel, hoping the driver will read them and will try to deliver you on the correct day.
Unfortunately, carrier IT systems do not allow us to transfer this kind of detailed information to them.
I want the Vinuovo stairs to be delivered at my second home, but I will only be there between Xmas and new year.
Please provide the information in your order comments.
We will paste the additional instructions on the parcels, hoping the driver will read them and will try to deliver you on the correct day.
However, especially between Xmas and New Year, carriers are saturated with lots of drivers on holidays.
So let's keep our fingers crossed!
(Unfortunately, carrier IT systems do not allow us to transfer this kind of detailed information to them.)
I live on the 8th floor (rooftop), does the driver bring the parcels up to my rooftop?
No. The carrier will deliver the products in front of your house on the ground floor.
In case you have a long drive way, the driver is only obliged to deliver at the beginning of it.
Being kind to the driver (or a little tip), might do miracles!
Does Vinuovo deliver on Saturdays?
No. The delivery will take place on workdays, in general between 9h00 and 15h00 hours.
Sometimes a carrier proposes an evening delivery in dense urban areas, but these are exceptions really, so don't count on it!
Does Vinuovo deliver in pickup points or parcel shops?
Normally, No. In general, the parcels of our stairs are too long/heavy to be accepted by parcel shops.
Sometimes a driver might deliver to a parcel shop when you are not at home, but that is a real exception!
I'm only at home between 12h00 and 13h00 hours, can you arrange delivery within this hour?
No. On average, a driver needs to deliver between 60 and 90 customers a day.
The driver will choose the most optimal route to deliver everyone.
Some carriers, in some areas (like GLS), provide a tracking of the actual driver that will deliver you.
This might allow you to better estimate the time of arrival expected, but remember, it's an estimation.
