Shipping policy

1. Delivery Overview  

We deliver across the European Union and the United Kingdom through our regional websites.  

For deliveries outside these regions, please contact us for a custom quote.  

Our goal is to make the delivery process as smooth and predictable as possible — from preparation to arrival.

2. Production & Delivery Times  

Our products go through two stages before reaching you:  

production (preparation) and delivery (transport).

Production Time  

Production begins once your order has been confirmed and processed.  

  • Hot tubs  typically takes 2 to 4 weeks 
  • Saunas: production typically takes 4 to 8 weeks  

High season (typically March to December):

Due to increased demand, production may take longer  

Custom-made products:  

Require additional preparation  

→ minimum +2 weeks added on top of standard production time  

Accessories:  

Usually shipped from stock within 1–2 working days  

Exact production timing depends on current workload and will be confirmed after your order is processed.

Delivery Time (Transport)  

Once your order is ready, it is handed over to a delivery partner.  

European Union & United Kingdom:  

Delivery typically takes 2 to 10+ business days, depending on location  

Accessories:  

Usually delivered within 2 to 6 business days  

Delivery times may vary depending on region, carrier, and external factors.

Total Estimated Time  

As a general guideline:

Hot tubs and saunas:  

 Typically delivered within 3 to 6+ weeks, depending on season and configuration  

Custom-made products:  

 May require additional time beyond standard estimates  

Accessories:  

 Typically delivered within 2 to 6 business days  

Important Notes  

  • Production and delivery are separate stages  
  • All timeframes are estimates and may vary  
  • Final delivery timing is confirmed after your order is processed  

We will keep you informed at every stage of the process.

3. Delivery Process  

Once your order is ready:

  • You will receive confirmation that your order has been dispatched  
  • Our delivery partner may contact you to arrange a suitable delivery time  
  • Larger products are typically delivered by scheduled delivery  

Please ensure your contact details are accurate so delivery can be arranged smoothly.

4. Delivery Conditions  

Delivery includes transportation to your address only.

Unless otherwise agreed:

  • Delivery is made to the nearest accessible point at the delivery address
  • Unloading, positioning, lifting, and installation are not included

You are responsible for arranging sufficient help, lifting equipment, or special access solutions if required to move the product into its intended location.

Someone must be present at the time of delivery to receive and inspect the order.

The product should be unpacked and inspected together with the delivery personnel upon arrival.

Any visible transport-related damage or missing items must be reported immediately at the time of delivery and noted on the delivery documentation.

Claims regarding visible transport-related damage reported after delivery may not be accepted.

Failure to inspect the product at the time of delivery may limit the ability to process transport-related claims.

5. Access & Location Requirements  

Before delivery, please ensure that:

  • The delivery location is safely accessible for commercial delivery vehicles
  • Pathways, gates, and entrances are wide enough
  • There are no obstacles preventing safe unloading

For certain products (such as hot tubs), a minimum clear access path of approximately 120 cm is typically required.

If the product cannot fit through the planned access route or requires lifting over fences, walls, buildings, or other obstacles, the customer is responsible for arranging suitable lifting equipment or additional handling solutions at their own expense.

For other products (such as saunas), access requirements may vary depending on the size, construction type, and delivery method.

It is the customer’s responsibility to ensure that the product can be delivered and moved into the intended location.

By placing an order, you confirm that the delivery location has been properly assessed for access.

The customer is responsible for providing accurate and complete information regarding the delivery location and access conditions.

Any additional costs arising from incorrect or incomplete information may be charged accordingly.

The customer is also responsible for ensuring that any required permissions, approvals, or permits (including local authority requirements, if applicable) are obtained prior to delivery and installation.

If special equipment is required (such as a crane or additional handling), this must be arranged in advance. Additional costs may apply.

If such equipment has been agreed but is not available at the scheduled delivery time, waiting time or rescheduling fees may apply.

If you are unsure about access or requirements, we strongly recommend contacting us before placing your order.

6. Remote or Inaccessible Locations  

If your delivery location is difficult to access, unsafe, or not feasible for delivery (for example remote areas, narrow roads, off-grid locations, or restricted access properties), we will always try to find a suitable solution.

However, in some cases:

  • Delivery may be made to the nearest accessible and safe unloading point, from which the customer is responsible for arranging further transport or positioning of the product
  • If delivery cannot be completed due to access limitations that were not communicated in advance, additional transport, storage, handling, or re-delivery costs may apply

For made-to-order products (including hot tubs, saunas, and ice baths), the order cannot be cancelled due to access issues identified after production or dispatch has started.

If the product must be returned due to customer-related access limitations, transportation and handling costs already incurred will remain the responsibility of the customer.

We will always communicate clearly and provide a breakdown of any applicable costs.

We recommend contacting us in advance if you are unsure about access — this helps avoid unnecessary delays or additional charges.

By placing an order, you acknowledge that access limitations may result in additional costs.

7. Failed Delivery  

We will always do our best to complete delivery successfully.  

However, delivery may not be completed if:

  • No one is available to receive the order  
  • The delivery address is incorrect or incomplete  
  • Access conditions are not met  
  • The location is not suitable for delivery  

If delivery cannot be completed:

  • A new delivery attempt may be arranged  
  • Additional delivery costs may apply 

    If delivery fails due to customer-related reasons, all additional transport and handling costs will be the responsibility of the customer.

8. Delivery Costs  

Delivery fees are calculated at checkout and depend on:

  • destination  
  • product size and weight  
  • delivery method  

Additional costs may apply if:

  • special handling is required  
  • access conditions differ from standard delivery  
  • re-delivery is necessary  

9. Receiving Your Order  

Upon delivery, please inspect the product carefully together with the delivery personnel.

Any visible transport-related damage or missing items must be reported immediately at the time of delivery and noted on the delivery documentation.

Claims regarding visible transport-related damage reported after delivery may not be accepted.

Once the product has been delivered and accepted, responsibility for transport-related issues transfers to the customer.

If you discover a potential manufacturing defect after installation or use, please contact us as soon as possible and provide photos or videos where applicable.

We will always assist you in resolving any genuine product-related issues.

10. Installation  

Most of our products are designed for simple setup:

  • Hot tubs are delivered pre-assembled — you only need to attach the chimney, fill with water, and connect electricity if electrical systems are included
  • Saunas may be delivered pre-assembled or flat-packed, depending on your order. Certain sauna models may require stone placement and electrical connection during setup
  • Ice baths are delivered ready to use with basic setup. Models with chillers may require electrical connection and a suitable drainage solution for condensation water

Standard installation does not require specialized construction work.

However:

  • Positioning, moving, and setup are the responsibility of the customer unless agreed otherwise
  • Please ensure the installation area is prepared in advance

Please note:

  • We do not provide water supply connections
  • We do not provide drainage or sewage connections
  • Any plumbing or electrical work (if required) is the responsibility of the customer

The customer is responsible for ensuring that the property has suitable electrical infrastructure and sufficient electrical capacity for the ordered product, where applicable.

If electrical installation requirements are not met at the delivery or installation location, this does not qualify as a valid reason for cancellation, refusal of delivery, or return of made-to-order products.

If special arrangements are required (such as crane delivery, rooftop access, or restricted access), this must be discussed before delivery.

Additional charges may apply.

11. Additional Conditions  

  • Orders containing multiple items may be delivered in separate shipments  
  • Delivery is carried out by third-party logistics partners  
  • Delivery timelines may be affected by weather conditions or safety considerations  
  • If delivery is delayed at the customer’s request, additional storage or re-delivery costs may apply  

12. Important Notes  

  • Larger products require more coordination than standard parcel deliveries  
  • Clear preparation helps ensure a smooth delivery experience  
  • If you have any questions, we are always here to help