Question 1

How do I track my order?

Alice Hayes · Accepted Answer

You can track the progress of your order on our order tracking page here.

Once your order has been dispatched from our warehouse your tracking information will provide you with the most up-to-date location of your order.

You can find your order tracking information on your order dispatched email. If you did not receive this order dispatched email and are unsure on your order number to look up your tracking information, we recommend checking the ‘my orders’ tab within your account login. Provided that you placed your order using your account, you will be able to find your order number here.

Please note, your tracking information will only work once your order has been dispatched from our warehouse and scanned by the courier. You will receive an email from us letting you know once your order has been dispatched.

Question 2

How do I register my warranty?

Alice Hayes · Accepted Answer

To register your Lay-Z-Spa warranty please complete our registration form here.

For all information regarding your Lay-Z-Spa warranty and T&C's please visit our warranties page here.

Question 3

I need help with my Lay-Z-Spa inflatable lid

Rob Hannaford · Accepted Answer

Get help with your Lay-Z-Spa inflatable. Find out the causes and the solutions to bulging, deflating and more.

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Question 4

I need help with my Lay-Z-Spa pump

Rob Hannaford · Accepted Answer

Get help with your Lay-Z-Spa pump. Find out the causes and the solutions to pump error codes, noisy pump issues, heating problems and much more.

Most pump issues are easy to fix and can often be resolved in minutes. Carrying out regular checks and maintenance can prevent persistent pump problems so you can get back to enjoying your Lay-Z-Spa.

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Question 5

I need help with my Lay-Z-Spa liner

Alice Hayes · Accepted Answer

Here you’ll find information to help you with your Lay-Z-Spa liner, including causes and solutions to any issues you may encounter, such as bulging, deflating, leaking and much more.

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Question 6

I need help with my Lay-Z-Spa top cover

Alice Hayes · Accepted Answer

Here you’ll find information to help you with your Lay-Z-Spa top cover, including causes and solutions to any issues you may encounter:

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Question 7

How do I make a warranty claim?

Alice Hayes · Accepted Answer

We are sorry to hear that you need to make a warranty claim. We will do everything we can so you can start using your Lay-Z-Spa again as soon as possible.

The troubleshooting steps we take you through below should solve the problem, so we recommend following these first. If the issue still occurs, you will be directed to our contact page and a member of our Customer Care team will be able to assist you further.

Question 8

What is your returns policy?

Alice Hayes · Accepted Answer

Unwanted Return:

Changed your mind? As long as the item is unused and still in its original condition and packaging, you can return the item at your own cost within 30 days and we will happily refund the purchase price.

Start the returns process here

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 5-10 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 7 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.

Question 9

How do I return an item?

Alice Hayes · Accepted Answer

Changed your mind? As long as the item is unused and still in its original condition and packaging, you can return the item at your own cost within 30 days and we will happily refund the purchase price.

Please start the returns process here.

Question 10

I want to cancel my order

Alice Hayes · Accepted Answer

We are sorry to hear you wish to cancel your order.

We are quick at processing your order, so we will try our best but we may not be able to cancel in time.

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 on the Friday prior to your selected delivery date
Standard & all other delivery methods – up to 1 hour after placing your order

Please contact us below if you would like to cancel your order.

Should you be out of time to cancel your order, you are able to refuse delivery and the item(s) will be returned to us. Alternatively, if the item is delivered, you can return this using our returns page here.

Question 11

What delivery options are available?

Alice Hayes · Accepted Answer

You can find all our delivery options, times and prices that we offer on our delivery & returns information page here.

Question 12

How do I track my order?

Alice Hayes · Accepted Answer

You can track the progress of your order on our order tracking page here.

Once your order has been dispatched from our warehouse your tracking information will provide you with the most up-to-date location of your order.

You can find your order tracking information on your order dispatched email. If you did not receive this order dispatched email and are unsure on your order number to look up your tracking information, we recommend checking the ‘my orders’ tab within your account login. Provided that you placed your order using your account, you will be able to find your order number here.

Please note, your tracking information will only work once your order has been dispatched from our warehouse and scanned by the courier. You will receive an email from us letting you know once your order has been dispatched.

Question 13

I have only received part of my order

Alice Hayes · Accepted Answer

Please be advised that if you have purchased extra items alongside your spa you will receive two separate deliveries/parcels via a separate courier.

Our couriers are always trying their best to get your entire order to you. Your tracking will provide you with the latest dates, so we recommend checking your tracking for up-to-date information.

If the rest of your order still does not arrive after the expected delivery date, please let us know below and a member of our Customer Care team will do their best to help you.

Question 14

Which payment methods do you accept?

Alice Hayes · Accepted Answer

We accept the following payment methods:

MasterCard, Visa, PayPal & Klarna.

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 authorisation 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.

Question 15

Klarna ‘Financing’ FAQS

Alice Hayes · Accepted Answer

[su_accordion class=""] [su_spoiler title="Who is Klarna?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="How does Financing work?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

Spread the cost of your order over £500 into equal monthly payments with our financing option:

0% interest spread across 12 or 18 months*.

Financing is a promotional plan on the Klarna Account.

*If you do not make your full monthly payment, the interest free arrangement will cease and you'll be required to pay interest on all future payments at 18.9% APR Representative. Missing payments can have serious consequences for you. Your credit rating may be affected which will make it more difficult or more expensive for you to obtain credit in the future.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="How do I use Financing?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

When you shop online, Klarna’s system reviews each order to determine which payment options are available to you. If Financing is offered, simply select this option. The first time you shop with Financing you will be asked to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Financing after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans. You can always monitor the payments due in the Klarna app.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="I have been asked to go to the Klarna site. Is this correct?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

If you have chosen to pay with Financing by Klarna, Klarna will send you an email with further details on how to pay.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="Can I pay less than the amount owed each month?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

You can at any time choose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="Do I need to be 18?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

Financing is only available to people aged 18 or over and is an online exclusive payment method.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="How do I manage my Klarna Account?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

Log in to the Klarna App or Klarna.com/uk at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="How can I increase my chances of being accepted for Financing?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="How is my statement sent?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

If you chose to use Financing, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. You can always monitor the active statements in Klarna app at your convenience.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="What do I need to provide when I make a purchase?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive monthly statements and so be liable for late payment fees.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="Is my payment information safe?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="How do I make a payment?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

First, log in the Klarna app or in www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="I haven't received an email with my statement." open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

Please log in the Klarna app to view the statements or contact Klarna’s Customer Service via live chat or phone.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="I have cancelled my order. How long will it take until I receive my refund?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

As soon as we have registered your cancellation or your return, the refund will be processed within 5 business days.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="What happens if I cancel or return my order?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

As soon as we have accepted your cancellation/return, then Klarna will make any necessary adjustments to your balance and provide further help if needed.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="I have cancelled my order. How long will it take until I receive my refund?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

As soon as we have registered your cancellation or your return, Klarna will credit the balance back to your Klarna Account within the next 5 business days.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="I have asked for a refund. How will I be refunded?" open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

If you have paid for your order with a card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="I've received my monthly statement and a payment is due, but I've not yet received my goods." open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact our Customer Care team and get an update on your order. You should also contact Klarna's Customer Service team so that they can look into postponing the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

[/su_spoiler] [/su_accordion]

[su_accordion class=""] [su_spoiler title="I still have questions regarding payment." open="no" style="default" icon="plus" anchor="" anchor_in_url="no" class=""]

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

[/su_spoiler] [/su_accordion]

Question 16

When will I be charged for my order?

Alice Hayes · Accepted Answer

You will be charged for your order as soon as it is placed unless you placed your order using the Klarna payment method.

All payments for orders placed using Klarna will start from the day your order was dispatched from our warehouse. You will receive an email from Klarna to confirm this.

Question 17

Updating my account details

Alice Hayes · Accepted Answer

You can change the details on your account at any time in the customer login area. To make any changes please follow these steps:

Login to your account here or using the icon in the top right hand of your screen. Once you’ve logged in, you can make the following changes:
- Password – Click on the ‘Account Information’ tab on the left-hand side of your screen. Here you will see a tick box for ‘Change Password.’ If you tick this, you will have the option to change your password.
- Email Address – Click on the ‘Account Information’ tab on the left-hand side of your screen. Here you will see and update your email address.
- Delivery/ billing address – To add a default delivery/ billing address to your account click the ‘Address Book’ tab on the left-hand side. Here you will be able to add relevant address details. Once you have saved these details click on the ‘Account Dashboard’ tab. At the bottom of this page you can select default shipping and billing address details that your account will always use.
- Telephone number – To add or update your telephone number click on the ‘Address Book’ tab on the left-hand side. Scroll down to the ‘Telephone’ field and add/ update.

Once you have made any changes to your account, remember to click ‘Save.’

Question 18

How do I reset my account password?

Alice Hayes · Accepted Answer

If you have forgotten your password, please complete the following steps:

Head over to our login area here, or by clicking the icon in the top right-hand corner of the screen.
Click the ‘Forgotten your password?’ link and enter your email address.
We will then send you a link to that registered email address to reset your password.

If you are having trouble finding the email, we recommend checking your spam or junk folder.

Question 19

I am having trouble signing into my account

Alice Hayes · Accepted Answer

If you are having problems trying to sign into your account, we recommend trying the following:

Make sure you are using the same email address and password that you registered with.
If you cannot remember your password, click the ‘forgotten your password?’ link on the sign in page. You will be asked to enter your email address and then we will send you an email including a link that will allow you to create a new password.

If you still cannot sign in, contact our Customer Care Team below giving them as much detail as you can about the issue, including screen shots of any relevant error messages and the actions you have taken so far to try to resolve it.

Question 20

Where is my order confirmation email?

Alice Hayes · Accepted Answer

We understand that some customers are currently experiencing issues receiving their order confirmation emails from us. We in the process of investigating this further to find a resolution as soon as possible. We do apologise for any inconvenience caused by this.

We’re sorry to hear you haven’t received your order confirmation/ order dispatched email. We recommend taking the following steps:

1 Check your junk mail

Sometimes your email software can mark our emails as junk mail. We recommend adding info@lay-z-spa.co.uk to your email address book.

2. Login to your account

Within your account click on the ‘My orders’ tab where you can view all orders you have placed, find out your order number and view the latest status of your order.

3. Check your email address

Make sure you typed in the correct email address when you placed your order/ created your account.

4. Check your order tracking

Once dispatched from our warehouse your order tracking will provide you with the most up-to-date information on the location of your order. You can find your order tracking information on your order dispatched email.

If you have not received this order dispatch email you can track your order here.

Unsure on your order number? We recommend checking the ‘my orders’ tab within your account login.

Question 21

The item I want is out of stock

Alice Hayes · Accepted Answer

If your chosen product is out of stock, please sign up for stock notifications on the relevant product page and we will email you as soon as that product is available to order.

Question 22

Can I amend my order?

Alice Hayes · Accepted Answer

We are quick at processing your order which means we cannot make any changes once you have placed it.

However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you have chosen

To find out how to cancel your order click h ere.

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Customer Care

POPULAR FAQS

How do I track my order?

How do I register my warranty?

I need help with my Lay-Z-Spa inflatable lid

I need help with my Lay-Z-Spa pump

Product Support

I need help with my Lay-Z-Spa liner

I need help with my Lay-Z-Spa top cover

How do I make a warranty claim?

Returns, Refunds & Cancellations

What is your returns policy?

How do I return an item?

I want to cancel my order

Delivery

What delivery options are available?

How do I track my order?

I have only received part of my order

Payments, Promos & Vouchers

Which payment methods do you accept?

Klarna ‘Financing’ FAQS

When will I be charged for my order?

Technical

Updating my account details

How do I reset my account password?

I am having trouble signing into my account

Order Issues

Where is my order confirmation email?

The item I want is out of stock

Can I amend my order?

Need to get in touch?

Submit a warranty claim

Need more help?