Shipping policy

Shipping Policy (UK)

Last updated: 12 August 2026

At Steam & Oak, we offer free standard delivery to UK mainland addresses on all orders shown on our website, unless a product page clearly states otherwise. Northern Ireland, the Scottish Highlands and Islands, and other offshore addresses are charged separately — see section 2 below.

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 (UK mainland)

  • Standard delivery to UK mainland addresses is free
  • No standard shipping charge is added at checkout for UK mainland addresses
  • 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) Delivery areas and surcharges

Free standard delivery applies to UK mainland addresses only — England, Scotland and Wales, excluding the Scottish Highlands and Islands.

Northern Ireland

We deliver to all Northern Ireland (BT) postcodes. Because every consignment crosses the Irish Sea, delivery to Northern Ireland is charged, and the cost is shown at checkout before you pay:

  • Orders under £50 — £4.99
  • Orders £50 to £299.99 — £39.99
  • Orders £300 and over — £195 (kerbside pallet delivery, sea crossing included, slot booked with you)

Scottish Highlands and Islands, and other offshore addresses

Free delivery does not cover the following areas: Scottish Highlands and Islands (AB31–AB56, IV, KW, PA20–PA80, PH15–PH50, HS, ZE), the Isle of Man (IM), the Channel Islands (GY, JE), the Isle of Wight (PO30–PO41) and the Isles of Scilly (TR21–TR25).

If you are in one of these areas, please email help@steamandoak.co.uk with your postcode and the item you want before ordering, and we will quote the delivery cost. If an order is placed to one of these areas without a quote, we will contact you before dispatch with the delivery cost. You can then choose to pay it and proceed, or cancel for a full refund. We will never dispatch, or charge you a delivery cost, that you have not agreed in advance.

3) 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. Deliveries to Northern Ireland and offshore addresses may take longer because of sea crossings and ferry scheduling.

4) 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.

5) 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 to UK mainland addresses is free.

6) 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.

7) 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.

8) 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.

9) 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.

10) Returns and cancellations

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

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

11) 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