Shipping policy

Shipping Policy:  Gwenique Wellness

Last Updated: 21/06/2026

 

1. Processing Time

All orders are processed within 2-5 business days after payment confirmation.  Custom or made-to-order items may require additional time for production before shipment.  You will receive a confirmation email with tracking information once your order ships.

 

2.  Shipping Methods

Due to the size and weight of our products, we use specialised couriers in addition to standard parcel shipping:

  • Small accessories will be shipped (covers, thermometers, sauna buckets, ice bath accessories etc) ship via standard couriers.
  • Saunas, hot tubs and ice baths will be delivered via pallet courier typically curb side unless White Glove Delivery is purchased (see section 4).

 

3. Shipping Costs and Transit Times

Estimated lead times (unless otherwise stated on the product page)

Usually 2-10 working days depending on the brand or the product.  Some larger or custom made products may require extended lead times.

UK Standard Shipping:

Orders over £300: Free

Orders under £300: £20

Certain oversized products may incur specialist freight charges but these will be clearly stated on the product page prior to purchase.

 

4. Curbside vs. White Glove Delivery

Curb side Delivery (standard): The carrier delivers the pallet to the end of your driveway or nearest accessible point. The customer is responsible for unloading, moving the unit to its final location, and disposing of packaging. A lift gate is typically included for residential deliveries.

Some of the products listed may offer a White Glove Delivery (optional upgrade): Includes delivery into your garage or designated area, unpacking, and removal of packaging materials. Setup and installation are not included unless specified. Available for an additional fee, and this selectable at checkout subject to brand or product type.

Please ensure someone is available to inspect and receive the delivery at the scheduled time, as freight carriers generally require a signature.


5. Delivery Appointments

Freight shipments for hot tubs, saunas, and ice baths typically require a scheduled delivery appointment. The carrier will contact you by phone or email 24–48 hours in advance to arrange a delivery window. Please ensure your contact information is accurate at checkout.

6. Inspecting Your Delivery

Because of the size and weight of these products, please follow these steps upon delivery:
  • Inspect the packaging for visible damage before signing for the shipment.
  • Note any damage directly on the delivery receipt/bill of lading before the driver leaves.
  • Take photos of the packaging and product immediately.
  • Do not refuse delivery unless the damage is severe — refused shipments can delay replacement and refund processing. Contact us instead at [support email/phone].
Failure to note visible damage on the delivery receipt may affect our ability to file a freight claim on your behalf.


7. Damaged or Defective Items

If your item arrives damaged or defective, contact us within 24 hours of delivery at info@gweniquewellness.co.uk with:
• Your order number
• Photos of the damage (packaging and product)
• A copy of the signed delivery receipt, if applicable
We will arrange a repair, replacement part, full replacement, or refund depending on the issue, at no additional cost to you.


8. Shipping Restrictions

• We currently ship to England, Scotland and Wales.
• We are unable to ship to P.O. boxes for freight items.
• Remote or non-standard addresses (islands, rural routes, limited-access areas) may incur additional freight surcharges, which we will communicate before shipment.


9. Address Changes & Delivery Issues

Please double-check your shipping address at checkout. Once an order has shipped, address changes may not be possible. If a delivery fails due to an incorrect address or unavailability to receive the shipment, redelivery fees may apply.

10. Order Tracking

You will receive tracking information via email once your order ships. For freight shipments, tracking updates may be less frequent than standard courier tracking — please allow 24–48 hours for the carrier to schedule your delivery appointment after the “shipped” notification.

11. Questions?

For any shipping questions, reach out to us at:
Email:info@gweniquewellness.co.uk.
Phone: 0330 043 5131
Hours: 0900-1700 Mon-Sat and 1000-1600 Sun