Shipping policy

Delivery Information

At New Forest Hot Tubs, we aim to dispatch your order quickly, safely, and at the best possible value. We carefully select the most appropriate courier for each order to ensure your products arrive securely and on time.

Please read the information below before placing your order.

Standard Delivery (Accessories & Water Care)

Processing Time

Orders placed before 1:00pm Monday to Friday are usually dispatched the same working day.

Orders placed after 1:00pm, on weekends or public holidays, will be dispatched on the next working day.

Courier Services

Most accessories, filters, chemicals and smaller products are shipped using Royal Mail Tracked services.

Available delivery options include:

  • Royal Mail Tracked 48 – £4.99
  • FREE Royal Mail Tracked 48 on orders over £30
  • Royal Mail Tracked 24 – £7.99

Delivery times are estimates only and are not guaranteed.

Tracking

Tracking details will be emailed once your order has been dispatched.

All tracked deliveries include delivery tracking and, where available, GPS scans and/or photographic confirmation of delivery.

Thermal Covers & Paddle Boards

Thermal covers and paddle boards are dispatched using our premium DPD Next Working Day service.

Processing

Orders placed before 1:00pm Monday to Friday are usually dispatched the same working day for next working day delivery.

Included with every DPD delivery

  • Fully tracked delivery
  • PIN-protected delivery
  • DPD in-flight delivery options (where available)

Saturday Delivery Upgrade

Customers may upgrade to DPD Saturday Delivery for £9.99 by selecting this option during checkout.

Orders must be placed before 1:00pm on Friday to qualify for Saturday delivery.

Saturday delivery is subject to postcode availability.

Northern Ireland Deliveries

Due to courier insurance and shipping limitations, we are currently unable to ship accessories, covers, paddle boards or water care products to Northern Ireland.

In the unlikely event that a system error allows checkout for a Northern Ireland delivery address, the order will be cancelled and a full refund issued.

We apologise for any inconvenience and recommend contacting us before ordering if you are unsure whether delivery is available to your location.

Standard UK delivery applies to England, Scotland and Wales only.

Hot Tubs & Large Items (Personal Delivery)

All Lay-Z-Spa hot tubs and selected large items are delivered personally by the New Forest Hot Tubs team using our own vehicles.

We never use pallet couriers for hot tub deliveries.

Delivery Charges & Areas

We offer FREE delivery on all hot tubs within approximately 55 miles of the New Forest.

Deliveries outside this area may be available by quotation.

If your address falls outside our delivery area, checkout may be unavailable. If you are unsure whether we can deliver to your location, please contact us before ordering.

Delivery Method

Delivery is to a ground-floor, kerbside location unless otherwise agreed.

Customers must ensure there is clear and safe access for our delivery vehicle.

Unfortunately, we are unable to carry boxed hot tubs through properties or over significant steps.

Optional setup and positioning services may be available by prior arrangement.

Delivery Timescale

Hot tubs are typically delivered within 2–5 working days, subject to stock availability.

Once your order has been placed, we’ll contact you to arrange a convenient delivery date.

ID & Card Verification (Hot Tub Deliveries Only)

For security purposes, we may request:

  • Valid photo ID matching the order name.
  • The payment card used for purchase.

Only the last four digits of the card and/or ID reference may be recorded for delivery verification purposes.

Click & Collect

Collection

Orders may be collected by appointment from our New Forest premises.

Notification

We’ll contact you as soon as your order is ready for collection.

Collection Requirements

Please bring your order confirmation and valid photo ID when collecting your order.

Delivery Issues & Damages

Please inspect your order as soon as it arrives.

If your order is damaged, incorrect or incomplete, please contact us within 48 hours of delivery.

📧 hello@newforesthottubs.co.uk

Including photographs where possible will help us resolve the issue quickly.

Missing or Disputed Deliveries

We take reports of missing deliveries seriously and will work with the courier to investigate using available evidence, including:

  • Delivery tracking
  • GPS location data
  • Delivery photographs
  • Courier delivery records

Where required, customers may be asked to:

  • Complete a non-receipt declaration.
  • Confirm delivery address details.
  • Allow reasonable time for the courier’s investigation to be completed.

Refunds or replacements cannot be issued until the courier’s investigation has concluded.

Where courier evidence confirms successful delivery, we will review the findings carefully and work with the customer to reach an appropriate resolution.