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Frequently asked questions

 

Q: Do I have to set up an account with you to place an order?

A: No, to be able to shop with us you do not have to have an account. You are able to checkout as a guest, but in doing this you will lose the added advantage of being able to see your previous orders, submit return requests and other great things such as comparison lists and wish lists. Also, from time to time (If opted into our newsletters) we may even send out some cheeky discount codes!

Q: When should I expect my order?

A: All in stock orders placed before 2pm Monday - Friday will be shipped with DPD for delivery the next working day, you will also receive a text message with an hour’s timeslot on the morning of your delivery providing you have supplied us with a mobile number. 

If the item you have ordered is a pre-order item this will be shipped as soon as stock arrives with us, this is usually no more that 1 - 2 weeks.

If you have ordered one of our made to measure Hot tub covers, we aim to have these delivered in around 8 weeks. This can sometimes vary depending on workload but don’t worry, if this is the case, we will make you aware of this when you place your order. Our Hot tub covers are shipped with Tufnell’s as they are large items so unfortunately, we cannot give you a timeslot on the day but once your cover is ready you will be contacted so you can arrange a delivery day which suits you. 

Read more about our delivery services.

Q: How can I return my order?

A: Returning an item is easy and this can be done as long as the item is unused and still in its original packaging. The item(s) will need to be sent back to us here at: Morwenna, 26 Trethurffe Meadows, Ladock, Truro, TR2 4FU.

It’s also very helpful if you also place in the box your order number, name and reason for return.

Once your item(s) are received back we can then issue either a refund or replacement for you, whichever you prefer.

You can read more about our returns policy.

Q: Do you only ship within the UK?

A: No, definitely not. We ship far and wide! Just choose your destination at checkout and we will do the rest. If your country isn’t on the list just send us an email with what you would like and where you want it to go and we will more than happily get you a quote.

Please note that when purchasing from anywhere other than the UK you will not be charged VAT but you will be charged duty once your package arrives in its destination country.

You can see all of our shipping prices and times here.

Q: Faulty, incorrect or missing items?

A: unfortunately, albeit very rare, this can happen. If you receive a faulty item or if something is missing or incorrect just contact us and we will resolve the issue as soon as we can by either sending any missing items for next day delivery or a free returns label for any incorrect or faulty goods.

Q: I've purchased a Hot tub service but can’t choose a date?

A: Once we receive your order for a Hot tub service, we aim to contact you to arrange a suitable date in no longer than 48 hours, most of the time it’s a lot sooner. During the busy summer months appointments can sometimes take around 3/4 weeks to be carried out from the point of booking but usually you can expect to have your Spa sparkling again in around 2 weeks.

To book a Hot tub Service or to read more about what’s included click here.

Q: I need technical help.

A: No problem at all. We have lots of useful information on our Blog page to help with things such as measuring up for replacement Hot tub covers and balancing your Spa's chemicals to fitting your new Hot tub pump. If you can’t find what you are looking for within the blog then please contact us and we will do our best to advise you over the phone or by email.

If the technical advice you need is regarding identifying parts, then the fastest and easiest option is to send us some images of the part you have using our contact us page. We can then send you the link of the correct part you need usually within 24 hours!

Q: What warranty do I get?

A: All our parts come with a 12-month warranty from the date of purchase. If in the unlikely event your Hot tub part develops any faults within those 12 months you should get in touch either by phone or email to arrange a return and the item to be tested. If a fault with the part is detected upon testing, then you will be issued with a replacement.

More information regarding warranties can be found here.