Last updated: 15 August 2026
This policy explains the delivery options available from Heavenly Hot Tubs & Swim Spas.
Delivery charges, estimated timescales and any location-based supplements will be displayed at checkout or confirmed in writing before we accept your order.
Contact Details
Heavenly Hot Tubs & Swim Spas
Heavenly Hot Tubs Group Ltd
Unit 9, Vulcan Works
Floors Street
Johnstone
PA5 8QS
Telephone: 0800 464 7985
Email: info@heavenlyhottubs.co.uk
Standard Parcel Delivery
Small products, including water-care products, filters, replacement parts and accessories, are normally sent using a tracked delivery service.
Orders are usually processed and dispatched within one to three working days, provided all items are in stock. Orders placed after our daily processing cut-off, during weekends or on bank holidays will be processed on the next working day.
Delivery times shown on our website are estimates and begin from the date of dispatch rather than the date the order was placed.
Standard Delivery Charge
Our standard delivery charge for eligible parcels weighing up to 30kg is calculated and displayed at checkout.
Delivery is free on eligible Water Care and Accessories orders with a total product value of £75 or more.
The free-delivery threshold:
- Applies after discounts and promotional codes
- Applies only to eligible products
- Does not apply to hot tub covers, heat pumps, hot tubs, swim spas, saunas, pergolas, gazebos or other oversized products
- May exclude remote or offshore locations where an additional carrier charge applies
Where an order contains products from different delivery classes, separate delivery charges may apply.
Delivery Areas
Standard website delivery is available to most UK mainland addresses.
Additional charges or longer delivery times may apply to:
- The Scottish Highlands
- Scottish islands
- Northern Ireland
- The Isle of Man
- The Channel Islands
- Other remote or offshore locations
Some products, particularly chemicals and oversized goods, may not be available for delivery to every postcode.
Where checkout cannot calculate the correct charge, please contact us for a delivery quotation before ordering. We will not dispatch an order where an additional delivery charge is required without first obtaining your agreement.
Chemicals and Restricted Products
Certain water-treatment chemicals are classified as restricted goods by postal and courier services.
Chemical orders must be transported by a suitable authorised carrier and may:
- Be restricted to UK mainland delivery
- Be unavailable for express or air transport
- Attract an additional delivery charge
- Be delivered separately from other products
- Be subject to quantity or weight restrictions
We reserve the right to change the delivery method where required for safe and lawful transportation.
Hot Tub Filters, Parts and Accessories
Filters, chemicals, spare parts and accessories are normally delivered by tracked parcel service.
Please check product references, measurements and compatibility before ordering. If you are unsure whether a filter or part is suitable, contact us before placing your order.
Orders containing several heavy items may be divided into more than one parcel.
Hot Tub Delivery
We offer free standard hot tub delivery within 100 road miles of our showroom in Johnstone, subject to suitable access and any product-specific conditions.
Delivery outside this area is available by quotation.
Unless expressly included in your written quotation, free standard delivery does not include:
- Crane or HIAB hire
- Road closures or parking suspensions
- Telehandler or specialist lifting equipment
- Removal of fences, walls, doors or other structures
- Ground preparation or base construction
- Electrical work
- Disposal or relocation of an existing hot tub
- Delivery requiring ferries, tolls or overnight accommodation
A delivery and access assessment may be required before your delivery date is confirmed.
Customers must provide accurate information about access, including gate widths, steps, slopes, overhead restrictions, corners, soft ground and the distance from the unloading point to the installation area.
Additional costs resulting from inaccurate or incomplete access information may be charged to the customer.
Swim Spa Delivery
Delivery charges for swim spas are calculated individually.
Swim spa delivery will normally require specialist haulage and lifting equipment. Crane or HIAB costs, access requirements and installation arrangements will be confirmed in your written quotation.
A suitable base, access route and electrical supply must be completed before delivery unless we have agreed otherwise in writing.
Sauna Delivery
Sauna delivery is available by quotation.
Many of our saunas are delivered fully or substantially assembled and may require a HIAB, crane, telehandler or other lifting equipment.
The delivery charge will depend on:
- Sauna size and weight
- Delivery location
- Site access
- Ferry or toll charges
- Lifting equipment required
- Whether assembly or installation is included
These costs will be confirmed before we accept the order.
Hot Tub Cover Delivery
Delivery of standard hot tub covers is £49, unless another price is shown on the product page or confirmed in your quotation.
Additional charges may apply to custom-sized covers, oversized covers and remote or offshore locations.
Because hot tub covers are oversized products, they may be delivered by a specialist carrier rather than a standard parcel service.
Heat Pump Delivery
Delivery of heat pumps is £49, unless otherwise stated on the product page or quotation.
Installation and electrical or plumbing work are not included in the delivery charge unless expressly stated.
Pergolas, Gazebos and Oversized Products
Delivery of pergolas, gazebos and other large garden products is available by quotation.
The final charge will depend on the product, delivery location, access and unloading equipment required.
Delivery Appointments
Hot tubs, swim spas, saunas and other oversized products are delivered by appointment.
Any delivery date provided before the product is available and the site requirements have been confirmed is provisional.
We will contact you to arrange or confirm a suitable delivery date. Please do not book electricians, tradespeople, cranes or other third parties until we have confirmed the delivery arrangements.
An adult aged 18 or over must normally be present to accept delivery.
Preparing for Delivery
Before delivery of a hot tub, swim spa, sauna or other large product, the customer is responsible for ensuring that:
- The access route is clear and suitable
- The installation area is complete and accessible
- Any base meets the required specification
- The electrical supply has been installed by a suitably qualified electrician
- Required lifting equipment has been arranged
- Necessary permissions, permits or parking arrangements are in place
- Pets, children and other persons are kept safely away from the working area
If the site is not ready or delivery cannot be safely completed, the delivery may be postponed and a redelivery or aborted-delivery charge may apply.
Click and Collect
Collection may be available from our showroom by prior arrangement.
Please wait until we confirm that your order is ready before travelling to collect it.
Customers collecting chemicals or oversized products must use a suitable vehicle and secure the goods safely. We may decline to release an item if we reasonably believe it cannot be transported safely.
Receiving Your Delivery
Please inspect parcels and products as soon as reasonably possible.
If packaging is visibly damaged, note this when accepting the delivery and take photographs before opening the package.
Please report damaged, missing or incorrectly supplied goods promptly by emailing info@heavenlyhottubs.co.uk with:
- Your name
- Order number
- Details of the issue
- Photographs of the packaging and product
- Details of any items missing from the delivery
Prompt reporting helps us investigate with the carrier, but it does not affect your statutory rights.
Missed or Failed Deliveries
If nobody is available to accept a parcel, the carrier may leave instructions, attempt redelivery or take the parcel to a collection point.
If an order is returned to us because:
- The delivery address was incorrect or incomplete
- Delivery was refused without valid reason
- The customer did not collect the parcel
- Repeated delivery attempts were unsuccessful
we may charge the reasonable cost of redelivery.
For hot tubs, swim spas, saunas and other oversized products, an aborted delivery or redelivery charge may apply if the delivery cannot be completed due to customer-related access, site-readiness or attendance issues.
Delivery Delays
We will make reasonable efforts to meet the estimated delivery date. However, delays may occur because of weather, carrier disruption, ferry cancellation, manufacturer delays, customs issues or circumstances outside our reasonable control.
We will contact you if we become aware of a significant delay.
Unless a different timescale has been agreed, consumer orders will be delivered without undue delay and normally no later than 30 days after the contract is formed. Special-order, bespoke and factory-order products will be supplied within the timescale agreed with you.
Split Deliveries
Where an order contains several items, products may be dispatched separately or delivered by different carriers.
You will not be charged additional delivery costs solely because we choose to divide an eligible order into multiple shipments.
Ownership and Responsibility
Goods remain our responsibility until they are delivered to you or to a person you have nominated to receive them.
If you arrange your own independent carrier, responsibility may transfer when the goods are handed to that carrier.
Incorrect Delivery Information
Customers are responsible for providing a complete and accurate delivery address, postcode, telephone number and access information.
Please contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order has been dispatched.
Returns
Delivery charges and arrangements for returning unwanted, faulty or incorrectly supplied goods are explained in our Returns & Refunds Policy. Nothing in this Shipping & Delivery Policy affects your statutory rights.