Shipping Policy Page

Shipping Policy (UK)

Last updated: 20 March 2026

At Steam & Oak, we offer free standard delivery on all orders within the United Kingdom shown on our website, unless a product page clearly states otherwise.

This Shipping Policy explains how order processing, delivery, optional upgrade services, and delivery-related issues are handled for orders placed through Steam & Oak.

1) Standard delivery

  • Standard delivery is free
  • No standard shipping charge is added at checkout
  • Delivery estimates for products sold on our website are generally 2–24 working days
  • More specific lead times may be shown on individual product pages where relevant

For large products such as hot tubs, saunas, cold plunge tubs and heat pumps, standard delivery is usually arranged through specialist freight or booked delivery services.

2) Order processing and delivery timing

We process orders on business days only.

  • Handling time: 1–10 working days
  • Estimated transit time: 1–14 working days
  • Estimated total delivery time: 2–24 working days

Delivery times are estimates and may vary depending on stock status, supplier availability, route scheduling, booked-delivery availability and other operational factors.

3) Large-item deliveries

For large products, standard delivery is typically kerbside delivery unless the product page clearly states otherwise.

Kerbside delivery means the item is delivered as close as reasonably possible to the delivery address, but not necessarily into the property, garden, or final installation position.

For some large products, we may contact you after purchase to confirm:

  • estimated delivery window,
  • access requirements,
  • delivery booking details,
  • and whether any optional upgrade services are required by you.

4) Optional delivery and installation upgrades

Some products may offer optional paid upgrades, such as:

  • positioning,
  • installation,
  • commissioning,
  • packaging removal,
  • or other setup-related services.

Where offered, these services are:

  • optional, not part of standard free delivery unless clearly stated on the product page,
  • shown on the relevant product page, add-on listing, or otherwise presented before purchase,
  • and charged separately only if selected.

Optional upgrades do not change the fact that standard delivery is free.

5) Access requirements

Please check access before ordering, especially for large items.

Examples include:

  • narrow gates,
  • steps,
  • restricted access paths,
  • gravel or soft ground,
  • height restrictions,
  • limited parking,
  • or any situation where specialist lifting equipment may be required.

If delivery cannot be completed because access is unsuitable or incorrect information was provided, additional re-delivery, rebooking or specialist access charges may apply.

6) Address accuracy

Please ensure your delivery address and contact details are correct when placing your order.

If you need to amend delivery details after ordering, contact us as soon as possible at help@steamandoak.co.uk.

Once an order has been processed, booked, dispatched or allocated for freight, changes may not be possible.

7) Missed, failed or delayed deliveries

If a delivery is missed, refused, or cannot be completed due to access issues, customer unavailability, or incorrect address details, additional charges may apply for re-delivery, rebooking, storage or return handling.

If your order is delayed beyond the estimated timeframe, please contact us and we will investigate the status of the shipment and provide an update.

8) Delivery inspection and damage

Please inspect your order on arrival.

If an item arrives damaged, faulty, incomplete or incorrect, contact us within 48 hours of delivery and include:

  • your order number,
  • photos and/or video of the issue,
  • photos of the packaging where relevant,
  • and a short description of the problem.

For freight deliveries, visible damage should be noted on the delivery paperwork before signing where possible.

9) Returns and cancellations

For cancellation, return and refund information, please see our Refund Policy:

Refund Policy:
https://www.steamandoak.co.uk/policies/refund-policy

10) Contact

Company Name: SGEcommerce Ltd
Trade Name: Steam & Oak
Company Number: 16994007
Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: help@steamandoak.co.uk
Phone: 03330 1515 33
Opening Hours: 9 AM – 5 PM, Monday to Friday