Support

For all help, support, advice and trouble shooting for our hot tubs, please visit the Lay-Z-Spa website.

• You can only use a single discount code per order.
• Discount codes will sometimes not work in conjunction with another offer.
• As our discount codes vary, so do our T&C's. Please check these thoroughly as they may have expiry dates or be valid and certain times.
• Some codes only work for specific people or items. If you've received the code in an email from Bestway Store UK, then the code may be locked to the recipient email address.

You will be charged for your order as soon as it has been placed unless you have selected Klarna as your payment method.

For Klarna payments, these will start from the day the order is dispatched from our warehouse. You will receive an email from Klarna to confirm this.

We currently accept the following payment methods:

American Express, Discover, MasterCard, Visa, Paypal & Klarna.

The billing address you provide must match the billing address that is registered with the financial institution that issued the credit card. If a credit card authorisation fails, we reserve the right to cancel your order without notice.

We cannot resolve credit card problems with your financial institution if a card is declined. It is your duty and responsibility as the consumer to settle credit card disputes with the issuing body.

Sometimes when payments are declined, your banking provider will pre‑authorise a payment. This mean they put the funds aside for us to collect but we were unable to collect them for some reason. These will appear as pending, but please be rest assured that the payment will be returned to you by your banking provider (times vary depending on banking provider).

For more information, please contact your bank to confirm the transaction status. If you have any further questions, please don't hesitate to contact our Customer Care Team.

For all information regarding Klarna payments and terms & conditions, please visit this page.

To see all our latest delivery options, pricing, expected time frames, and terms & conditions please click here.

To track the progress of your order, please click here. Please be aware that the information will only work once the item has left our warehouse and has been scanned by the courier.

You'll receive an confirmation email from us letting you know your order has been dispatched.

Please be aware that in some circumstances, such as with pools or hot tubs, if you've selected additional items , they will be shipped in two separate deliveries or consignments via a different courier.

Our couriers are always trying hard to get your entire order to you, and the tracking provided should give the latest dates and information.

If the rest of your order doesn't arrive within 7 days of the expected delivery date, please let us know by contacting our Customer Care Team.

If you have pre‑ordered an item, we'll give you an estimated delivery date on your order confirmation. Whilst we do our best to keep to these deadlines, they're an estimate based on when we're expecting the stock to come in and can be subject to change.

Please note: Orders containing pre‑order items will be sent when all items are in stock. If you want any in‑stock items you have ordered delivered separately before the pre‑order item, please contact our Customer Care Team.

We're sorry to hear your order hasn't arrived yet. We recommend following these steps:

• Step 1: Check the estimated data of delivery ‑ This information can be found in your order confirmation email. Please remember that although we try and be as accurate as possible, this time frame is an estimate. For accurate information about your order, please track it.
• Step 2. Track your order ‑ You can track your order here. If you've waited until your expected delivery date and the order hasn't arrived, please allow a few extra days for delivery. Our couriers are always trying their best to get your order to you, and should provide the latest information from the tracking links provided.

If your order does not arrive within a few days of the expected delivery date, please don't hesitate to contact us below so that a member of our customer care team can assist you further.

If you haven't received a confirmation email from us regarding your order, please check the following:

• Check your Spam/Junk email folders ‑ Check your spam or junk folder as your email software may be marking our emails as junk mail.
• Check your email address ‑ Make sure the email address is correct in your account and was correct at the time of making the order.
• Contact Us ‑ If you're still having problems, please contact our Customer Care Team and we will try our best to help.

It's easy to change your account details at any time. Simply log into your account here and follow the steps below:

• Password ‑ Click on 'Account Information'. You should see a tick box for 'Change Password'. Once clicked, you should be given the option to changed your password.
• Email Address ‑ Click on 'Account Information'. You should then be given the option to update your email address.
• Delivery/Billing Address ‑ To add a default delivery/billing address to your account, click the address book. You should now be able to add relevant address details.
• Telephone Number ‑ To add or update your telephone number, simply click the 'Address Book' tab on the left. Scroll down to the 'Telephone' field and update or add a new telephone number as required.

Once you have made any changes to your account, please remember to click 'Save' to confirm the changes.

If you have a customer account with us, you can log in using your registered email address. Once you enter your address, look for a 6 digit code in your emails. Enter this code on the login screen when asked.

Make sure you're using the email address you registered with, and use the unique access code sent that email address.

If you still cannot sign in, contact our Customer Service team, ensuring to give them as much detail as possible.

Due to the speed with which we progress orders, we are unable to make changes once the order has been placed.

You may still be able to cancel your order and place a new one. The option to cancel varies depending on the delivery option you have selected. To find out how to cancel your order, click here.

Due to high demand, sometimes our items are out of stock for a short time. Please sign up to our stock notification emails so that you're notified when the product becomes available to order.

If you've received a faulty item, please accept our apologies. Let us get this sorted for you by starting the returns process here. Please ensure you select 'Faulty' as the reason for return.

If you're unable to create a return, please contact our Customer Care Team. For more information on our returns policy, click here.

If you've received an incorrect item, please accept our apologies. In order to get this resolved as quickly as possible, call our Customer Service team on 0345 576 6020 to initiate a return.

We email you instructions for returning your product when you make a purchase. Ship your unused product, in its original packaging, to the address identified in our email.

Please remember to select the correct reason for return. If you're having problems or can't create a return, please get in touch with our Customer Care Team . For our full returns policy, click here.

We're sorry to hear you wish to cancel your order with us. We are quick at processing orders, so whilst we try our best, we may have already processed it and will be unable to cancel it.

There are varying time limits within which you can cancel an order, depending on the delivery method chosen.

Express delivery ‑ up to 20 minutes after successfully placing your order.

Saturday delivery ‑ up to 11am on the Friday prior to your selected delivery date.

Standard and all other delivery options. Within one hour of successfully placing your order.

Please contact us if you wish to cancel your order. If you're unable to cancel your order in time, you can refuse delivery and the items will be returned to us. If the item has already been delivered, you can return this using our returns process

For full details on our returns policy click here.

Alternatively, find delivery & returns FAQs are here.

Have you decided you don't want your order? As long as the item is unused and in original condition and packaging, you can return the item at your own cost within 30 days and we'll be happy to refund the purchase price back to you.

If you want to start the returns process, we email you instructions for returning your product when you make a purchase. Ship your unused product, in its original packaging, to the address identified in our email.

For more information, view our delivery & returns page

When the items are returned to our warehouse, they are processed and our refund procedure is initiated.

You will receive an email to confirm that the refund has been processed to the original payment method used.

Depending on your bank provider, these can take up to 10 business days for this refund to show in your account.

If you've received an incorrect refund, please accept our apologies. In these instances, please contact our Customer Care Team and we will try and resolve this as quickly as possible for you.

To help speed things up, please include your order number and any other details relating to your refund when you get in touch.

Before you contact us, there are a few factors which may affect the amount you have been refunded:

• The delivery charge, which is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the item(s) are faulty.
• Any discounts that were applied at the time you ordered, which may now not be applicable e.g Spend & Save Codes.

Absolutely! Once we've processed your return, Klarna will void the agreement for that item(s) and refund any balance paid within 5 business days to the account used for purchase.

If a product was purchased and delivered with a promotional free gift, it must also be returned with that free gift to receive the full refund on the original order. If we receive a return without the Free Gift or promotional item, we reserve the right to deduct the current website price of said gift or item from the return.

Unfortunately we don't offer direct exchanges for our website orders. All returned orders will be refunded after being inspected by our warehouse team. If you're looking to exchange for a different size, colour or different item, please place a new order. To begin the returns procedure, click here.