Shipping policy

 

Delivery Information

 


At New Forest Hot Tubs, we aim to deliver your order quickly, safely, and at the best possible value, with clear delivery options and no surprises at checkout.


Please review the information below before placing your order.

 

 

 

Standard Delivery (Accessories & Water Care)

 


 

Processing Time

 


Orders are processed within 1–2 business days (excluding weekends and public holidays).


 

Courier Services

 


Smaller items such as accessories, filters, covers, and water care products are shipped via tracked courier services, including Royal Mail or DPD, depending on item size and destination.


 

Delivery Times

 


Standard courier delivery typically takes 2–5 business days from dispatch.


 

Tracking

 


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

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


 

Shipping Costs

 


Free UK standard delivery on accessory and water care orders over £20.

Orders under £20 will have delivery costs calculated at checkout.

Hot tubs and large items are excluded from postal delivery offers.


 

Northern Ireland Deliveries

 


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


In rare cases, a system error may allow checkout for a Northern Ireland delivery address. If this occurs, 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.


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

 

 

 

Hot Tubs & Large Items (Personal Delivery)

 


All Lay-Z-Spa hot tubs and 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.


 

Hot Tub Delivery Charges & Areas

 


Free delivery on all hot tubs within 55 miles of the New Forest.

Deliveries outside this area are available by quotation only.


If your address falls outside our free delivery radius, 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 ground-level / kerbside placement only.

Clear, safe, and suitable access must be available for our delivery vehicle.


We are unable to carry boxed hot tubs through properties or up/down significant steps.


Optional setup and placement assistance may be available by prior arrangement.


 

Delivery Timescale (Hot Tubs)

 


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


Once your order is placed, we will 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

 


The last four digits of ID and/or card details may be recorded solely to confirm delivery.

 

 

 

Click & Collect

 


 

Collection Point

 


Orders can be collected by appointment from our New Forest base.


 

Notification

 


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


 

Requirements

 


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

 

 

 

Delivery Issues & Damages

 


Please inspect your order immediately upon delivery.


If your order arrives damaged, incorrect, or incomplete, contact us within 48 hours at:

📧 hello@newforesthottubs.co.uk

 

 

 

Missing or Disputed Deliveries

 


We will investigate all reports of non-delivery using courier tracking data, GPS scans, photographic evidence, and delivery records.


Where valid proof of delivery exists (including GPS location or photographic confirmation), the order will be considered successfully delivered.


If a delivery is reported as missing, the customer must cooperate fully with the courier’s investigation, which may include:

 

  • Completing a non-receipt declaration

  • Confirming delivery address details

  • Allowing reasonable time for the investigation to be completed

 


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


Once an order is marked as delivered to the address provided at checkout, responsibility for the goods passes to the customer.