Welcome to the Outdoor Living Store FAQ. Here, we aim to provide clear and helpful answers to your most common questions about our premium wellness products and services. Whether you’re creating a personal sanctuary or outfitting a commercial space, we’re here to ensure your journey is seamless and enjoyable.

Quick Insight: Based on our menu and offerings, we cater to homeowners, holiday let proprietors, and commercial businesses seeking premium outdoor wellness solutions like hot tubs, swim spas, and maintenance products. Our style is premium, reliable, and globally-minded, with a focus on clear communication and effortless luxury.

šŸŒ Delivery & Shipping

Where do you deliver to?
We are proud to offer global delivery from our UK base in Newcastle upon Tyne. Our primary service areas include the United Kingdom, the European Union, North America, and Australia. We ship to many other countries worldwide. Please note: to ensure reliability and support, we currently cannot ship to certain remote areas within Asia and a few other select global locations. You can check specific destination availability at checkout or by contacting our team.
What are my shipping options and costs?
We offer two reliable shipping methods to suit different needs:

šŸšš Standard Shipping (Fast & Tracked): Ā£12.95
Carrier: DHL or FedEx
Delivery Time: 10-15 business days after dispatch (plus 1-2 days processing).
Ideal for: Faster, fully-tracked service with premium carriers.

šŸ“¦ Free Standard Shipping (Cost-Effective): FREE on orders over Ā£50
Carrier: EMS (International Postal Service)
Delivery Time: 15-25 business days after dispatch (plus 1-2 days processing).
Ideal for: Most customers, especially those ordering chemicals, accessories, covers, or smaller items.

All orders undergo a 1-2 day quality check and packaging process before dispatch.
How will I track my order?
For Standard Shipping (DHL/FedEx), you will receive detailed tracking information via email once your order is on its way. For Free Shipping (EMS), tracking is typically provided, with updates available online. We believe in transparency, so you can follow your investment’s journey right to your door.
Where will my large hot tub or swim spa be delivered?
For larger items like hot tubs and swim spas, delivery is typically to your curb-side. Please ensure you have arranged for assistance to move the item to its final installation location. We will communicate detailed delivery instructions prior to arrival to ensure a smooth handover.

šŸ› Products & Orders

What kind of products do you sell?
We specialise in premium outdoor wellness solutions. Our curated collections include:
2/4/6 Person Hot Tubs Swim Spas Arctic SpasĀ® Products Air Source Heat Pumps Business & Commercial Solutions All Essential Chemicals (Chlorine, Bromine, Active Oxygen) Aromatherapy & Scents Covers & Lifters Cleaning Tools & Parts

Whether you’re looking for a compact 2-person tub for intimate relaxation or a commercial JacuzziĀ® Lodgeā„¢, we provide products designed for durability, enjoyment, and crystal-clear water.
Do you sell parts and accessories for maintenance?
Absolutely. We are your one-stop shop for holistic wellness ownership. Our range includes Arctic SpasĀ® Parts, Balboa Parts, ClearRay & UV Bulbs, Cover Accessories, Cover Lifters, and all necessary Chemicals & Cleaning Tools. This ensures you can maintain your sanctuary in peak condition with genuine, high-quality components.
How do I know which hot tub size or chemical is right for me?
Our product ranges (2 Person, 4 Person, 6 Person) are designed to suit different space and usage needs. For personalised advice on selecting the right hot tub, swim spa, or chemical regimen, please contact our customer team. We’re here to help you find the perfect solution for your lifestyle, whether it’s for family connection, fitness, or commercial hospitality.

ā†©ļø Returns & Refunds

What is your returns policy?
We operate a straightforward, customer-first returns policy. You have 15 days from the date of receipt to return eligible products. We ask that items are returned in their original, unused condition with all packaging. For full details, specific product eligibility, and to initiate a return, please visit our dedicated Returns & Refunds page on the website. Our goal is to ensure you are completely confident in your purchase.
Who pays for return shipping?
Please refer to our Returns & Refunds page for detailed information regarding return shipping costs, as this can vary depending on the reason for return and the product. Our team is always on hand to guide you through the process and find the best solution.

šŸ’³ Payments & Security

What payment methods do you accept?
We accept secure payments via:

Visa ā€¢ MasterCard ā€¢ JCB ā€¢ PayPal

Our checkout process is designed to be secure and hassle-free, allowing you to invest in your well-being with peace of mind.
Is my payment and personal information secure?
Absolutely. We use industry-standard encryption and security protocols to protect all your personal and financial data. Your transaction is safe with us.

šŸ“ž Contact & Support

How can I contact your customer service team?
Our dedicated customer team is your partner in creating your outdoor sanctuary. We are here to help with any questions regarding shipping, custom commercial orders, product selection, or tracking.

Email: [email protected]
Our Home: Outdoor Living Store, 81 Neville St, Newcastle upon Tyne, GB CH5Q 8EP
Do you offer support for commercial or bulk orders?
Yes, we have extensive experience serving holiday let proprietors and commercial businesses. For custom commercial orders, bulk pricing, or specialised delivery requirements, please contact us directly at [email protected]. We will provide a tailored service to meet your business needs.

Your Sanctuary Awaits

Thank you for choosing Outdoor Living Store as your trusted partner in outdoor living. We are honoured to be part of your journey to relaxation, wellness, and connection.

Transforming outdoor spaces into personal sanctuaries.

// Simple toggle for FAQ answers document.querySelectorAll(‘.question’).forEach(item => { item.addEventListener(‘click’, event => { const answer = event.target.nextElementSibling; answer.style.display = answer.style.display === ‘block’ ? ‘none’ : ‘block’; }); // Ensure answers are hidden by default on load for JS-enabled browsers item.nextElementSibling.style.display = ‘none’; });