We ask for your telephone number in case there is either a problem with processing your payment or a problem with locating your property for delivery. If goods are returned to us because our courier cannot locate your property and we cannot contact you by telephone, then you will be responsible for the direct cost of that return.
Spa Accessories, Chemicals and other Consumables:
We usually use a courier parcel delivery service four both our standard and next day delivery services. Our standard service use Hermes Standard delivery, which is usually 3 to 5 working days and is not signed for. Next day service uses DPD, which does require a signature unless you tell them otherwise.
If a parcel is returned to us by our courier because they were unable to get a signature and/or achieve safe delivery, through no fault of ours or our courier, you will be responsible for the cost of the parcel's return to us. This charge is currently £14.95 per order and will be deducted from any refund due to you.
If your order qualifies for free shipping, please note that your order will only be dispatched once all the items you have requested have come into stock. We do not release part orders unless an item is cancelled by you.
Replacement Hot Tub Covers:
We use a courier parcel delivery service for the delivery of all replacement hot tub covers. You will be contacted by our distribution centre representative to arrange a convenient date for delivery of your new cover. You must always give us a contact number at the checkout page to arrange subsequent delivery. Our courier will only deliver on week-days and they are unable to leave parcels without a signature, unless you have agreed this with our representative when they call. If you instruct us to request our courier to leave your goods without signature, the responsibility falls on you and we will not be held responsible for lost items. We will ask our courier to leave your goods in your preferred location but we cannot guarantee that they will always comply with our instructions.
Surespa Ltd c/o Flostream Ltd, Unit 2 Blackthorne Point, Blackthorne Road, Poyle, SL3 0DA UK