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Delivery & Shipping

Contact Us

If you have any queries please don't hesitate to contact us: sales@splashandrelax.co.uk


Shipping And Handling- Sledges

Sledges are normally despatched the next working day after the day of order, although heavy demand may delay this by a day. Everybody tries to order when it is snowing, but of course the carriers cannot collect from us and backlogs build up in the carrier hubs. So the secret is to order before the snow arrives!

Please note that if poor weather conditions causes carrier delays then this is beyond our control and we are unable to refund orders that are already despatched.

Once packed, the sledges are despatched on a next working day service (excluding Highlands, Islands, Ireland etc) via UK Mail. You can track your parcel by visiting the UK Mail website www.ukmail.com and keying in your invoice number in the bottom right hand corner in the 'order reference' box.

Each sledge product page details any additional delivery surcharges that apply for certain postcode areas. These are as follows:-

Scottish Highlands: AB31-38; AB40-56; IV1-28; IV36; IV40; IV52-54; IV63; KW1-14; PA21-38; PH4-41; PH49-50.

Scottish Islands; HS; IV41-49; IV51; IV55-56; KA27-28; KW15-17; PA20; PA41-49; PA60-78; PH42-44; ZE.  


Shipping And Handling- Games Tables

The last order day for pre-Xmas delivery for tables under 30kg is Wednesday 19th December at noon. A next working day service is available at a cost of £30 for orders placed after this date up to Thursday 20th December by 3pm. Tables over 30kg are delivered on a dedicated two man service, with the last order date of Friday 14th December at 1pm. Please note that for slate bed tables the last order day for pre-Xmas delivery is likely to be late November- please check with us for more details.

Games tables are normally delivered within 3-5 working days. The heavier tables over 30kg that require a two-man delivery can take 7-10 days. The slate bed tables are made to customer specification and normally take 2-4 weeks. In some instances a faster delivery service may be available for an additional cost. If so then this will be detailed below the main product image on the relevant page.

The table will be delivered to your door. Unless specified and paid for in advance (if this service is available on the particular table ordered) the delivery personnel will not position or install a table inside the property, to the rear of the property or in any outbuildings. This is often due to lifting weight restrictions and also due to insurance cover issues around entering a customer's property.   
 

Shipping And Handling- Slate Bed Pool & Slate Bed Snooker Tables 

Delivery surcharges apply as follows for Slate Bed Pool & Slate Bed Snooker Tables:

Delivery above Ground Level (First Floor): £40

Delivery per each additional floor: +£20

There is an additional surcharge for deliveries to Cornwall, Scotland, Ireland, and Channel Islands. Please contact for details.


Shipping And Handling- General

Delivery Rates: Orders with a value up to £4.99 will incur a delivery charge of £2.99. For orders between £5 and £49.99 there will be a charge of £4.99. For all orders in excess of £50 in value delivery will be free of charge with the exception of fencing and decking products.

Our fencing and decking products will incur a delivery charge of £39.99 for all orders below £500. Deliveries are free for orders above £500. Our fence panels and trellis are free delivery when a minimum of four mixed pieces are ordered, and there is a £10 charge per piece not ordered up to four. Gazebos, pergolas, gates, arches and arbours are free delivery, and so if decking or fencing is ordered with these products then delivery would be free for these also.

Some large and bulky items such as hot tubs will incur delivery surcharges due to weight, warranty, installation service or for certain remote parts of the country. These charges will normally be detailed at the bottom of the relevant product page, or we will telephone you to advise of any specific charges. Please note that this price only covers delivery to mainland UK addresses. For deliveries to Ireland, Highlands, Islands and Overseas please contact us for a quote.

Delivery charges are inclusive of VAT and are non-refundable.

We hold large stocks in the UK, and deliveries are made to your door within 3-5 working days within mainland UK; and within 7 days to Ireland and remote parts of Scotland for a small extra charge- please contact us for a quotation. If delivery is likely to be longer than these times then we will advise you shortly after order placement.

Deliveries to other destinations such as Europe can be arranged, for a further charge. Please contact us for more details.

We will endeavour to make deliveries between 8.00am and 6.00pm. The buyer must ensure that the delivery vehicle has unobstructed and hard road access at the delivery address. There must also be available, suitable and sufficient labour to unload the goods and adequate storage space.

We are unable to leave goods at your premises or with a neighbour for instance, if you are not present at the time of delivery. We will contact you to arrange a redelivery date, for which there will be a further charge. Items or orders that are returned to us by the carrier due to you not being present at the time of delivery will incur a return to sender charge which we will need to pass on to you.

Please bear in mind that carriers are only contracted to deliver the goods to your address and not to carry it to the furthest end of your garden! Parcels will be delivered to your front door. For items over 20kgs the carrier will deliver to the front boundary of your property and you will be required to arrange personnel to move the goods from there. The driver may well help, but he is not obliged to do so. 

When your order arrives, please check that the correct number of cartons are delivered, and report any damage or missing items to us immediately.

Please open all cartons with care. Avoid using a sharp knife or similar instrument as the carton contents can be easily damaged or cut.  

As we use national carriers to fulfill our deliveries it is not possible to guarantee a 100% success rate on any confirmed delivery day. However, recent checks have a measured a 97.5% success rate.   

Any installation work or labour to undertake your work should not be scheduled until we have delivered the goods to your premises. This will ensure that all goods are fully available at time of installation and also allow you to order additional materials if required.

Splash & Relax cannot be held responsible for any third party costs incurred due to planning ahead of full and correct delivery of goods ordered; or for any other costs that may result from a non-delivery on the proposed day.

 

Pools Delivery

Delivery to mainland UK is free of charge for orders valued over £50. Orders below 70kg in weight and placed before 9am will normally be sent by carrier the following day for a delivery in a further 1-2 working days. Orders in excess of 70kg will be sent by pallet courier and will be on a 2/3 working day pallet service. In periods of heavy demand when it is sunny and hot, orders may be despatched 1-2 days later that normal due to the sheer number of orders that require processing. Everybody tries to order when it is sunny or warm so the secret is to order before the sun arrives!

Delivery to mainland UK is free of charge for orders valued over £50. Orders of a lower value will incur a £4.99 delivery charge. Deliveries are normally made within 2/3 working days. Offshore addresses will incur an extra delivery charge- please contact us for details.

Each pool product page details any additional delivery surcharges that apply for certain postcode areas. These are as follows:-

Scottish Highlands: AB31-38; AB40-56; IV1-28; IV36; IV40; IV52-54; IV63; KW1-14; PA21-38; PH4-41; PH49-50.

Scottish Islands; HS; IV41-49; IV51; IV55-56; KA27-28; KW15-17; PA20; PA41-49; PA60-78; PH42-44; ZE.
  

Trampolines Delivery

Delivery to most of mainland UK is free of charge. Highlands, Islands and Offshore addresses will incur an extra delivery charge- please contact us for details. Deliveries are normally made within 2/3 working days.

Your order will be delivered flatpacked- please check that the correct number of cartons are delivered, and report any damage or missing items to us immediately. Claims for loss or damage to goods in transit must be made in writing to us within two days of delivery.

Although assembly is very straightforward please do read the assembly instructions. It will make the job a lot easier. Please also read the handbook and caution notices before using your trampoline.

Please open all cartons with care. Avoid using a sharp knife or similar instrument as the frame pads can be easily damaged or cut.

 

Decking & Fencing Delivery

Deliveries are normally made within 10 to 21 days. Our fencing and decking products will incur a delivery charge of £39.99 for all orders below £500. Deliveries are free for orders above £500. Our fence panels and trellis are free delivery when a minimum of four mixed pieces are ordered, and there is a £10 charge per piece not ordered up to four. Gazebos, pergolas, gates, arches and arbours are free delivery, and so if decking or fencing is ordered with these products then delivery would be free for these also.

Some large and bulky items may incur delivery surcharges due to weight or for certain remote parts of the country. These charges will normally be detailed at the bottom of the relevant product page, or we will telephone you to advise of any specific charges. Please note that this price only covers delivery to mainland UK addresses. For deliveries to Ireland, Highlands, Islands and Overseas please contact us for a quote.

Delivery charges are inclusive of VAT and are non-refundable. Please bear in mind that carriers are only contracted to deliver the goods to your kerbside and not to carry it to the furthest end of your garden!

 

Play Structures Assembly & Delivery

Each play construction is supplied complete with detailed instructions for self-assembly and installation. All timber elements are pre-drilled and all fixings are supplied. A minimum of two adults are required because of the weight of some of the components. You will also require the following tools:

200mm adjustable spanner Hammer 13mm and 17mm half inch drive sockets tape measure sandpaper.

Ground anchors are supplied with all swing frames, play towers, climbing towers, Adventure towers and the Clubhouse. As robust swinging and playing may result in overturning or instability of play units, we strongly recommend that ground anchors are always used.

Prices include delivery to most of mainland UK but does not include installation. Highlands, Islands and Offshore addresses will incur an extra delivery charge- please contact us for details. Please bear in mind that carriers are only contracted to deliver the goods to your address and not to carry it to the furthest end of your garden!

When your order arrives, please check that the correct number of cartons are delivered, and report any damage or missing items to us immediately.

 

Garden Buildings Delivery

Access to the Site: Vehicular access is important in the delivery of your building. Can a 17 tonne vehicle (fire engine size) get clear access to the delivery /drop off point? If not please contact us immediately. Access to the site must also be sufficient to enable you to carry your panels from the delivery vehicle to your prepared base with no height restrictions or awkward bends. 

If you have not done so already, please notify us of any restrictions as soon as possible. You will be unable to lift panels over fences more than 4’ high or over buildings such as garages. If the only access is through the house a straight run is required. Many building panels will not pass through standard doorways.

Base Preparation: The life of a building depends upon its foundations. It is vitally important that your base is firm, level, square and large enough to accommodate the building you have ordered. Ideally, your garden building should be installed on a flat concrete slab which is unlikely to sink or break up. A thickness of 50 to 100mm is required, depending upon the size and type of building that you have ordered. As an alternative, concrete paving slabs or decking bases may be laid but they should still be level, unlikely to sink at any point and completely cover the area of base required. If you have any doubts concerning the base seek advice from a local builder.

Installation (If Required): Please allow as much room as possible around the building for ease of installation; no trees or bushes should restrict the installer. Installation does not include base preparation; therefore, if the base is not suitable they will have no option but to leave the building on a self-erection basis at full invoice value. If you insist on the building being installed against the advice of our erectors then they will only undertake the work once you have signed an acceptance of full responsibility for any defects which may be caused by the inadequate base. Under these circumstances you would have no guarantee. We would strongly advise against this course of action.

If you cannot be available on the installation day the installers will gladly carry on with the work without anybody being at home (a note on the base would be appreciated to help them distinguish the orientation of the building). However, if there are access problems or you feel the need to be at home or the base will not be prepared in time, please do not hesitate to call us, quoting your order number and alternative arrangements can be made.

On the agreed day of installation if the base is not correct or ready, or the installers cannot gain access to your garden due to restrictions or you being out and as a consequence we are required to come back, a surcharge of 10% of the order value will be payable upon completion.

General: It is the responsibility of the customer to secure their building to the base once erected. If sections are required to go through buildings it is also your responsibility to ensure that no damage can come to your fixtures and fittings (e.g. dirty footprints on carpets or broken light fittings). The same principle applies to your garden, we cannot accept responsibility for muddy patches on your lawn for example.

Our team of installers should not be hindered by work being undertaken by other services, nor should they be asked to do work on the building other than deliver and erect it (unless by prior arrangement).

All of the timber in the building will be checked for quality before despatch and is pressure treated to the highest specification prior to delivery. As wood is a natural product we cannot accept any responsibility for timber shrinkage, cracking or warping after the building has been delivered, although in all but extreme cases timber will return to its original size.

Please note also that timber is a natural living material and as such is subject to movement, shrinkage and colour change (weathering). It is not uncommon for small splits to occur (called shakes) when timber dries out too rapidly. When the humidity rises the timber will normally move back accordingly. We therefore do not accept shakes and movement as a legitimate cause for complaint.

We guarantee our products against poor workmanship and defective materials, and we also guarantee the buildings on performance providing it has been installed correctly. If we do not install your garden building then the building only carries a warranty for quality at the time of despatch and receipt.

When your order arrives, please check that the correct number of cartons are delivered, and report any damage or missing items to us immediately. Please open all cartons with care. Avoid using a sharp knife or similar instrument as the carton contents can be easily damaged or cut.

 

Spa Gazebo Delivery 

Planning: When selecting the site for your spa and gazebo please take into account the following:-

There may be certain restrictions and/or requirements that are particular to your locality. If in doubt, check with your local Council.

Access to the Site: Vehicular access is important in the delivery of your building. Can a 17 tonne vehicle (fire engine size) get clear access to the delivery /drop off point? If not please contact us immediately. Access to the site must also be sufficient to enable you to carry your panels from the delivery vehicle to your prepared base with no height restrictions or awkward bends. 

The spa gazebo may arrive as panel sections and in most cases cannot be dismantled. If you have not done so already, please notify us of any restrictions as soon as possible. You will be unable to lift panels over fences more than 4’ high or over buildings such as garages. If the only access is through the house a straight run is required. Many building panels will not pass through standard doorways.

Base Preparation: The life of a building depends upon its foundations. It is vitally important that your base is firm, level, square and large enough to accommodate the building you have ordered. Ideally, your garden building should be installed on a flat concrete slab which is unlikely to sink or break up. A thickness of 50 to 100mm is required, depending upon the size and type of building that you have ordered. As an alternative, concrete paving slabs or decking bases may be laid but they should still be level, unlikely to sink at any point and completely cover the area of base required. If you have any doubts concerning the base seek advice from a local builder.Hot Tubs & Spas Delivery and Commissioning Guide

Water Supply: There must be an appropriate water supply to fill the hot tub, this is usually a hosepipe.

Electricity Supply: There must be an appropriate electrical supply 13, 20, 32amp etc.depending on the specification of the hot (please check). This must be protected by means of a residual current device (RCD), which should ideally be fitted inside your house. Any buried or exposed cable should be armoured or protected by suitable means and should terminate at the site of the hot tub (allowing approximately an extra 5 metres to connect to the spa control box). It is recommended you run the cable through an isolation switch, this must be waterproof and sited at least 2 metres away from the spa. Please note that the RCD or isolation switch must never be fitted inside the spa cabinet. We recommend that any work should be carried out by a qualified electrician in accordance with IEE regulations.

The Base:There must be an appropriate base to hold the weight of the hot tub (e.g. concrete, slabs on sand or decking). We will not leave the spa on grass as it will sink and may damage the lawn and/or spa.

Equipment: For kerbside only deliveries please be aware that the hot tub spa weighs 90-500kg (200lbs) so you will need some additional assistance to help you unload it from the lorry and move it into position on the day. If the driver of the lorry helps, which he is not obliged to, he is helping you and not the other way round, with the responsibility still with you. We recommend 2-4 men to unload but this is just a recommendation as we cannot know the capabilities of the individuals. Often the best way to move the spa is to gently tumble it or slide it using old carpet etc. If you have a robust trolley this would be ideal.

For fully installed deliveries the hot tub will be delivered on a trailer approximately 4 m long and 2.3 m wide. Please ensure that there is adequate access for this vehicle to reach your house/driveway. The hot tub will be sited using a trolley. The spa will be mounted sideways onto the trolley, so the depth of the spa will become the width, and the length will become the height.

Access:
Please make a careful note of the hot tub measurements and check that there is enough room to site the spa. You should also add a small amount for the trolley and any packaging. Are doors, gateways or alleyways large enough?
Does the spa have to be taken over a lawn or gravel? Boards can be used to make this task easier.
Have you taken into account obstructions such as drainpipes, shelves, guttering, taps etc.? Make sure these are taken down prior to delivery.
Is there enough room for turning the hot tub in tight corners?
Is there enough room to access the spa once in position? We recommend that there is access from all four sides, however the most important access point is under the control pad where the electrical box and equipment is stored. If you choose to install a hot tub with limited access then we are not liable for costs to gain access to the spa for repairs or service.
Are there any steep slopes or walls? We can manage small slopes/walls if extra labour is on site to help take the spa off the trolley and manoeuvre into position. However, for larger walls and steep slopes then a crane may be required. We can offer a crane service but this must be booked and paid for prior to delivery.

Manpower: We will supply two men to deliver & commission your spa if you have booked this service at an extra cost. If you think the spa will have to be removed from the trolley/dolly for any reason (e.g. to overcome a step, go through a narrow alleyway) then you must arrange extra labour to assist. The spas are very heavy so additional fit able men may be needed on your site.

Chemicals: We insist on the purchase of a chemical pack to commission a hot tub. This is for safety reasons so we can dose the spa immediately and demonstrate usage for the future. If you do not wish to purchase the chemicals with your spa, then please ensure you have a suitable supply available for our men to use.

Delivery: We try very hard to deliver the spa on the day you require it. As we have many deliveries to make please give us about two weeks notice to arrange your delivery day. Once allocated with a delivery day we normally keep to it, please try to do the same.

WARNING
If we have to return to site due to any of the above, then you will incur an extra charge. Please pay particular attention to door sizes on conservatories.

Pre-delivery instructions

Planning: When selecting the site for your hot tub and gazebo please take into account the following:-

There may be certain restrictions and/or requirements that are particular to your locality. If in doubt, check with your local Council.

Delivery and passageway: The spa will arrive as a unit, and in most cases cannot be dismantled. Ideally the spas will be placed on trolley either on its side or on its base. The unit will then be rolled into place easily crossing grass, gravel and small terrain anomolies. For safe and non-intrusive installation, or in the case of other obstacles (steps, walls, steep hills etc.) please contact us for advice and conditions.

Location and base: A sheltered environment can result in lower operating and maintenance costs. You must allow 1 metre clearance for access to the spa’s access panel, for servicing. The site you select for your spa MUST be a flat, level, continuous surface that contacts the bottom of your spa fully.

Your new spa weighs between 900 and 1400 kgs when full and therefore a solid support is essential when the spa is mounted on a deck or ground level patio/floor. It is recommended that you install your spa at ground level which allows easy access to equipment.

A 10 to 15cm thick reinforced concrete slab is ideal but not required. In most cases your spa can be mounted on existing patios. The base should be at least the size of the bottom of your spa- see spa sizes on the technical data sheets on this site.

Electrical connections: With the exception of portable spas, most hot tubs require a dedicated 240 volt 20 amp RCD protected electrical circuit that is permanently hard wired to the mains supply. Extension cords and plug-in type connectors must not be used. Some models require up to 32 amp- please check the technical data sheet on this site for your particular model. No other appliances or lights should be connected to this circuit

At the site where the spa is to be located, 5 metres of cable should be left – all electrical wiring to a spa MUST be installed by a qualified, licenced electrician and approved by local building/electrical inspectors.

Water should always drain away from the spa. DO NOT locate your spa in a low run-off area since rain or melting snow could flood the area and cause pump and equipment damage.

DO NOT locate your spa near or under overhead cables, keeping clear of all electrical appliances.