Bespoke ladders and step ladders

We can make almost any ladder or step ladder to suit your needs

Simply send us a rough sketch / drawing by fax, email or post and we will get you a firm price

Quotation generally takes about seven (7) days and delivery after payment is a further 10 / 1 2working days

You do not need a quote for shelf ladders because they can be ordered online on the intelligent online order form


Contact Information

Registered Office  (NO SHOWROOM HERE)

Austin White Ladders Ltd
9 Northleigh Grove
LE16 9QU

VAT Number GB 777 0976 75

Support / Knowledge Centre, Click HERE
Fax 0844 357 6970
Telephone 0844 884 2625

(Please note that the phones are not attended from 12pm through 2pm re lunch break and carrier loading)


Delivery times and costs

Delivery is typically completed within 6 working days (please allow ten) and
costs £10.00+VAT (£11.75), Express delivery is usually the next working day,
but this is NOT guaranteed (3% failure), this service typically costs £22.00
+ VAT.

IF the goods are ordered after midday then they cannot be dispatched the
same day for next day delivery; they will be sent out the following working
morning for delivery the working day after.

The only way you can know the exact day of  delivery is to choose special
day delivery at the checkout, this is charged extra depending on the items

These schedules apply only to core stock items and do not apply to warehouse
steps or custom made ladders.

Usually deliveries are reliable but as deliveries are made by carriers we
cannot be responsible for any failure of service.

IF you order is urgent we recommend you phone to check availability on  0844 884 2625

IF you are out when the carrier tries to deliver then they will try to leave
the order with a neighbour, if this is not possible then usually a card will
be left so you can phone the LOCAL depot and agree a convenient time and day

Unfortunately because of the awkward nature of ladders we are restricted by
which carriers are prepared and able to carry such items and each item is
manually handled and not of an automated production line this means that
order tracking is NOT possible.

If delivery has not arrived on time then we can chase the carriers but we
cannot get an ETA from the carriers if goods are in transit and so due that
day or the next. Please note that delivery addresses cannot be changed after
dispatch has been made

Order tracking / chasing has to be done via e-mail because the answers are
not instant, several people will need to contact several people in order to
locate your item which will entail a physical search

Please examine the goods very carefully on arrival and if in any doubt sign
the delivery receipt as “DAMAGED” so the goods can be inspected thoroughly

I hope this answers your delivery question


Customer Service


Do you supply spare parts for ladders

We supply the full range of spares for products that we have supplied

Parts for ladders and step ladders need to be ordered online;


If the part you need is not listed, simply email us and we will add it and send you back the order link

If you require parts for BoSS or Minimax please tell us what you want and we will reply with a formal quote


How Can I pay

When you order online you can pay by almost any credit or debit card

You can also choose to pay by pre-pay invoice

If you did not pay at the time of ordering

You can make a secure payment via a link, please email us to request a personalised secure link

Our payment areas are secure and verified as secure and hackersafe approved every day

If you make payment with this link please email when payment has been made so we can expedite your order


How do I return an item

As far as we are concerned, we are happy for any item to be returned unused, if the product is unsuitable for your needs, The problem is, carriers, a lot of them will not transport our kind of product, it’s an ongoing nightmare, they all just want to deliver little boxes and charge £8.00 instead of delivering a heavy bulky item like most of ours.

Collection is even more of an issue, they are geared up for outbound freight where they can collect a lot of them from us in one go and deliver in various quantities all over the world.

If you can find your own carrier we are happy to give a 100% refund on the item, however as “inbound” freight is not insurable and more expensive; if you wish us to arrange it there will be a minimum cost of £25.00 + VAT (£29.37)

Please let us know if you want to return it yourself and I can send you the address to return to, or confirm you agree to our charge and I will arrange collection

Please note that carriers do not see a collection as priority and can often take ten days or so to collect, we will confirm with you when the request has been received by you for us to arrange collection.

IF you require an alternative item please re-order at your convenience; Unfortunately because of the way the carriers work with different collection / delivery runs / times it is not possible to arrange a “swap”


What happens if my item arrived damaged

Item damaged on arrival (DOA)

If a ladder is damaged on arrival it should be refused; obviously the items leave us in good condition and the carriers sign a ticket at the warehouse on collection confirming all items are undamaged.

If the item was left (damaged) without a signature the carriers are violating our trading terms and they should swap the item at their cost.

If you have signed for the item as “received in good condition” and then you discover some damage we can try to claim from the carriers but from experience it is unlikely that any compensation will be awarded because the carriers can prove that they delivered the item in good condition and argue that the user must have damaged the item.

All damaged items should be reported to us via email; we need written evidence to present to the carriers

In the past a few people have contested this idea with trading standards but from our experience the law has always ruled against the purchaser because they signed for the item as received in good condition; in practice when receiving delivery of a television / new dress etc. its was accepted that these could not be unwrapped and tested thoroughly while the carriers were waiting for a signature.

In the case of our products they are not generally packaged at all (depending on the item) and so inspection is easy, simple and quick – therefore not realising what you were signing etc. is no defence.

This is a very unfortunate situation that regrettably occurs occasionally but if people examined the items before signing the ticket (as per our terms) the carriers would not get away with it.


What is the contact phone or fax number

We have been trading for over twenty eight years in the ladder and access equipment distribution sector;

In order to offer the all round best possible service and the most competitive prices it was clear that we needed to be streamline and invest heavily in technology, in this way we can call upon resources of the entire staff and numerous out sourced specialist contacts in order to resolve question in the most comprehensive and efficient manner.

In general the telephone is not the best way of doing this because its likely that your call we not be answered by the correct person to deal with your query, if we re-route the call the chances are that the specialist is on another call, away from their desk, on sick leave etc.

·         Often a question cannot be answered instantly because we need to contact the shippers / the factory / the warehouse etc.

·         Often the answer can be a long or technically complex one which is time consuming and difficult to follow

·         Telephone conversations although usually recorded are difficult to track

·         E-mail is the most logical and efficient means of communication

However we understand that often it is desirable to speak to a real person and so we have a limited availability phone service with a local number


Austin White Ladders Ltd 0844 884 2625  0844 884 5171

Austin White Tech 0844 884 9396

LRU Tech 0844 884 9717

Main office fax 0207 149 9842

Please note that the office phone line is only attended from 7.30am >12pm & 2pm and 4pm

Monday > Friday excluding public holidays

Another easier way to contact a real person is to use our live person real time chat system by clicking here during our normal office hours


VAT receipt

If you require a receipt for an online order that has been PAID, simply click the link in the order confirmation that is sent as soon as the payment has been recorded


If you require a copy invoice it is quicker if you know the invoice number and / or the contact telephone number that was used at the time of ordering because all sales are indexed against the delivery point contact phone number


If you have lost your receipt please email us with the contact phone number and approx date / value of sale and we will email or fax a copy over


Our VAT number is GB 777 0976 75


How can I have a live conversation

You can use our live chat service by clicking the link at the bottom of a page, the link is only visible when a live help is available 


This is especially useful if you are on the site and have a question about ordering, how to order etc. because the operators can see the same page as you and know what you are looking at and therefore assist you more efficiently