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  • Delivery & Returns | Everything You Need To Know | Lay-Z-Spa

Delivery & Returns

 

Delivery Prices & Expected Delivery Times

Please be advised that if you have purchased a spa which includes chemicals as part of your order, then you’ll receive two separate deliveries/parcels - chemicals will be dispatched via a separate courier and not in the same package.


We deliver to the UK, Isles, Scottish Highlands, Channels Islands, Northern Ireland, ROI, BFPO. For all other countries please email us for more information: [email protected].
 
DELIVERY TYPEPRICEEXPECTED DELIVERYPLEASE NOTE
UK FREE DELIVERY - When you spend over £40  FREE 2-5 days 

Only available when you spend over £40

Excludes Isles, Scottish Highlands, Channel Islands, Northern Ireland, ROI, BFPO

Please allow longer delivery times over Bank & Public Holidays
UK Standard Delivery - When you spend under £40 £3.99 2-5 days

When you spend under £40

Excludes Isles, Scottish Highlands, Channel Islands, Northern Ireland, ROI, BFPO

Please allow longer delivery times over Bank & Public Holidays
UK Express Delivery £4.99 Currently unavailable

Excludes Isles, Scottish Highlands, Channel Islands, Northern Ireland, ROI, BFPO

Working days include Monday-Friday. Excludes Saturday; Sunday or Bank & Public Holidays

UK Saturday Delivery - When you spend under £100.00

 £7.99 Currently unavailable Excludes Isles, Scottish Highlands, Channel Islands, Northern Ireland, ROI, BFPO

UK Saturday Delivery - When you spend over £100.00

 £24.99 Currently unavailable Excludes Isles, Scottish Highlands, Channel Islands, Northern Ireland, ROI, BFPO

Delivery to -

Isles

Scottish Highlands

Channels Islands

Northern Ireland

ROI

BFPO*

[email protected]

[email protected]

If ordering from one of these locations, please allow extra days for delivery.

Standard Delivery (4-6 Working Days)

Express Delivery (2-3 Working Days)

Saturday Delivery (Order by 9am Wednesday for delivery the following Saturday)

Please also allow longer delivery times for Bank & Public Holidays.
 

Please note: We can’t deliver certain items to BFPO addresses, please contact us for more information at [email protected].

 

Please note: For Lay-Z-Spa Hot Tubs (and other large, bulky items), delivery will be made by a 1 Man service, normally by DX Freight. Please ensure that people are on site on the day of delivery, should you require assistance with unloading or moving your delivery. If you have specific delivery requests or requirements, please contact us before placing your order, so we can advise further. We will always try to accommodate delivery requests, but these are in no way guaranteed by either Lay-Z-Spa or our couriers.

 

Christmas Delivery & Returns Policy

Christmas Delivery:


Christmas delivery has now passed. The expected delivery date for all new orders is w/c 4th January 2021.
 
Christmas Returns Policy:

Any orders placed between the 1st October 2020 and 31st December 2020 will be covered under our extended Christmas returns policy. Orders placed within those dates will be eligible for return up until and including the 31st January 2021. Christmas returns are subject to our standard return terms and conditions.

Please start the returns process here.
 

Payment Methods

We accept these payment methods:
American Express, Discover, MasterCard, Visa and PayPal
 
PayPal: (US and UK)
The billing address you provide must match the billing address that is on file with the financial institution that issued the credit card. If a credit card authorization fails, we reserve the right to cancel your order without notifying you.
 
We cannot resolve credit card problems with your financial institution if a credit card is declined. It is your responsibility, as a consumer, to settle credit card problems with the issuing institution.
 

Cancelling an order

Please contact us as soon as possible after placing the order to let us know you wish to cancel the order. There are varying time limits in which you can cancel your order, depending on your chosen delivery method:

 

  • Express Delivery - up to 20 minutes after placing your order
  • Saturday Delivery - up to 11am Friday prior to your selected delivery date
  • Standard & all other delivery methods - up to 1 hour after placing your order 

As we use paperless batch picking, your order may be processed beyond a point where it can be cancelled very soon after it has been placed. If this is the case, you can either refuse the delivery or arrange for the item to be returned.

 

Returning an item

Changed your mind? If you aren't delighted with your purchase, as long as the item is still in its original condition you can return an item within 30 days and we will happily refund the purchase price.

Please start the returns process here.

 

Returns Policy

Unwanted Return:

You can return an item as long as it is unused and still in its original condition within 30 days and we will happily refund the purchase price.

All returned items should be sent in their original condition and packaging. If an item is returned to us damaged or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.
 
We do not accept returns for unwanted items after the 30 days. If you do try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

When returning items back to us we recommend using a trackable shipping method and keeping hold of your proof of postage in case we need to look at it later on. 

Product/s that were purchased and delivered with a promotional free gift must be returned with that free gift to receive a full refund for the original item purchased. We reserve the right to deduct the current website price of the Free Gift or promotional item from the purchased item, should the return be delivered without this item included.

Refunds for returned items will be applied to the original payment method that was used to place the order within 5 to 10 days of the return reaching our warehouse. You will receive an email from us once your refund has been processed. Please note, refunds can take 3-5 working days to show in your account.
 

Faulty Return:

If you are returning an item which is faulty or you have received an incorrect item please follow the returns process here. Don’t forget to select the correct returns reason and then a member of our customer service team will be able to assist you further.

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect.
 
None of the above affects your statutory rights.

Under the Distance Selling Regulations, consumers have the right to cancel within a time limit of seven working days (not including weekends or bank holidays) after the day on which you receive the goods. If you choose to cancel your order, we require you, the consumer, to pay the cost of returning the item to us. 
 

Refunds, Credits and Balances Due

Once the items are received by our warehouse, they will be processed and a refund initiated. Your credit card should be credited within 10 business days of the time that you receive this email. The return credit should be reflected on your statement within one or two billing periods, depending on your financial institution's billing cycle.
 

Defective Items

A defective item is one that is inoperable but has no apparent damage. If you receive defective merchandise, please call 0345 576 0261  for assistance.
 

Damaged Items

If an order arrives to you with obvious shipping damage, please refuse the delivery. If you have accepted delivery and then find shipping damage, please call the fulfiller immediately using the contact information included with the order.
 
Please save all packaging material and paperwork for the order if shipping damage is a possible issue. If you dispose of packaging material or attempt to return the merchandise without contacting the fulfiller, you jeopardize our chances of making a claim, and you may not receive credit for the return.
 

Limits of Responsibility

We accept no responsibility for user-initiated damage and/or loss of parts incurred during operation or use of product.
 

International and U.S. Territory Shipping

If you order from a website that provides shipping to international locations or US territories, these shipping destinations are identified at checkout. When you begin checkout, available shipping destinations can be selected from pull-down menus for Region and Country. If your desired destination is not included in the available selections, we cannot ship orders to it.
 

Price and/or Description Changes

All prices, pictures, and descriptions on this website are subject to change. We maintain no responsibility for inadvertent errors. Please contact us within 30 days regarding price or promotion discrepancies.
 
When you place your order with us, you agree to the price and terms indicated on this website. Price differences related to future or past prices in our store or any other store are not refundable.
 

Order Questions or Changes

If you have a question or would like to make a change to your order then please contact [email protected] or call 0345 576 0261.
 
 

Errors on Our Site

Prices and availability of products are subject to change without notice. Errors will be corrected where and when discovered. Lay-Z-Spa UK reserves the right to revoke any stated offer, cancel orders, and to correct any errors, inaccuracies or omissions in any stated offer or price, including after an order has been submitted and whether or not the order has been confirmed and your payment processed.
 
If your payment has already been processed for the purchase when your order is cancelled, will issue a credit to the payment method used in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.
 
If you are not fully satisfied with your purchase, you may return it in accordance with Lay-Z-Spa UK's Return Policy.

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