Delivery & Installation

Delivery & Installation Policy (UK)

Last updated: 30 January 2026

This page explains how delivery, positioning, installation and commissioning works for large items sold by Steam & Oak (including hot tubs, saunas, cold plunge tubs, heat pumps and other bulky equipment). It’s designed to make the process predictable, so you know exactly what to expect before you buy.

Small parcel items (accessories/parts) are covered in our Shipping Policy.

1) Delivery types (what “delivery” actually means)

Large items are delivered using specialist services. Your product page and/or order confirmation will indicate which method applies.

A) Kerbside / Pallet delivery (most common)

  • Delivered to the nearest safe point at the property boundary (kerbside/driveway/accessible hardstanding).

  • The driver typically cannot move items inside your home/garden or up/down steps.

  • You are responsible for moving the item from the drop point to its final position unless you purchase (or we offer) a positioning service.

This is the standard delivery method for many hot tubs, saunas and bulky items.

B) Two-person delivery (where offered)

  • Used for some medium-large items depending on size/weight/access.

  • May allow closer placement, but still depends on safe access and service level.

C) Specialist placement / crane / hiab (rare, but sometimes needed)

  • Required when access is restricted (tight turns, steps, steep slopes, no rear access, etc.).

  • If specialist equipment is needed, we’ll advise the options and any additional costs.

2) Positioning, installation and commissioning (the 3 “levels”)

People often mix these up, so here’s the clean definition:

1) Positioning (placing the item where you want it)

This means moving the product from the drop point into its final location (for example: patio area, garden base, sauna pad).

Positioning does not include:

  • electrical connection

  • plumbing connection

  • filling or testing

  • drilling, lifting over obstacles, dismantling fences, or any building work

Positioning is only possible when access is safe and suitable (see Section 4).

2) Installation (connecting to prepared services)

Installation generally means connecting the unit to services that are already prepared, such as:

  • a suitable electrical supply (e.g., isolator already installed by an electrician)

  • water feed / drainage points (where applicable)

Installation does not include:

  • new electrical works (running new cable, consumer unit upgrades, trenching, etc.)

  • construction work (bases, pads, reinforced slabs)

  • custom carpentry, fencing removal, landscaping

  • ongoing servicing/maintenance

If your product requires an electrician (most do), electrical work must be completed by a qualified professional and meet UK regulations.

3) Commissioning (final setup + functional checks)

Commissioning typically includes:

  • initial inspection

  • filling (where applicable)

  • checking key systems function

  • basic operational walkthrough (controls, heating, filtration where relevant)

Commissioning ensures the product is working correctly at handover. It does not include extended training, water chemistry education beyond basics, or ongoing maintenance.

3) Fees (if applicable)

Some products may offer paid upgrades such as:

  • Delivery and position: £50

  • Positioning and installation: £150

  • Positioning, installation and commissioning: £350

  • Collection/admin: £99

Whether these apply depends on the product and supplier. If an upgrade is available, it will be shown on the product page, at checkout, or confirmed with you after purchase before booking.

4) Access requirements (the #1 cause of delivery problems)

Before ordering, you must ensure safe access to the delivery location.

Check these in advance:

  • gate widths / narrow passageways

  • steps (even 1–2 steps can change the method required)

  • tight turns/corners

  • soft ground (gravel, mud, grass) where pallet trucks can’t roll

  • steep slopes

  • low trees/overhangs

  • restricted parking or long carry distance from the road

If access is not suitable for the booked service level:

  • delivery may be refused for safety reasons

  • you may be charged for a failed delivery attempt

  • an upgraded method (extra crew/hiab/crane) may be required at additional cost

If you’re unsure, email photos/videos of the access route to help@steamandoak.co.uk before ordering and we’ll advise.

5) Base, electrics and site preparation (your responsibilities)

For most hot tubs/saunas and many large items, you are responsible for having the site ready before delivery.

Typical requirements:

  • A level, structurally suitable base (slab, reinforced pad, suitable decking rated for weight, etc.)

  • Correct electrical supply installed and tested before delivery (where required)

  • Clear access route for delivery and placement

  • Any required clearances around the unit (ventilation/service access)

We can provide general guidance, but the final responsibility for safe installation conditions sits with the customer, especially for electrical compliance and structural support.

6) Delivery booking and timescales

Large items may be:

  • in stock (quicker)

  • ordered in (lead time)

  • made-to-order (longer)

After purchase, we’ll contact you (or send an email update) to confirm:

  • estimated lead time

  • booking process

  • delivery date window

  • any pre-delivery requirements

Delivery dates can shift due to supplier schedules, weather, or carrier logistics. We’ll keep you updated.

7) On delivery day

Please ensure:

  • someone is available to receive the delivery

  • the access route is clear

  • pets/children are kept safe and away from the delivery route

  • if a signature is required, you inspect packaging where possible before signing

If the item is delivered kerbside, you may need additional help or equipment to move it safely into position unless you’ve booked positioning.

8) Damage, faults or missing parts

Inspect your order on arrival.

If there is visible packaging damage:

  • take photos immediately

  • note it on the delivery paperwork where possible

If your item arrives damaged, faulty, missing parts, or incorrect, email help@steamandoak.co.uk within 48 hours with:

  • order number

  • photos/video of the issue and packaging

  • description of what’s wrong

We’ll coordinate the remedy (parts, repair, replacement or refund where appropriate).

9) Cancellations and rescheduling (large items)

Once freight is booked or the item has dispatched, cancellations/rescheduling can trigger supplier/carrier fees. If you need to change anything, contact help@steamandoak.co.uk as soon as possible and we’ll confirm what’s still possible and whether any costs apply before proceeding.

Business Information

Trade name: Steam & Oak
Company No.: 16994007
Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: help@steamandoak.co.uk
Phone: 03330 1515 33
Opening hours: Monday–Friday, 9:00–17:00