Shipping policy

Last updated: April 29, 2026

We ensure that your order is processed quickly and smoothly. Below you will find all the information you need regarding shipping, delivery, and assembly.

When will my order be delivered?

Stock products via Third-Party Courier? Is your product in stock and being shipped via a third party courier? Then you will usually receive it within a few working days. You will receive a Tracking code as soon as your package is on its way.

Large products via own delivery For large products such as spas, saunas, swimming pools, garden houses, verandas, outdoor kitchens, and larger garden furniture sets, we arrange delivery using our own transport in many cases. Our advisor or customer service will contact you in advance to agree on a delivery date.

Out of stock? For products that are not immediately available from stock, you will receive an indicative delivery time with your order. Should it take a little longer, we will of course keep you informed.

Postage costs

Shipping costs are calculated during the ordering process and depend on the product, dimensions, weight, and delivery location. Standard rates apply for smaller items shipped via Third Party. For large products, you will receive a customized quote, or the costs are already included in the price as stated on the product page.

International shipping

International delivery is possible. Additional costs may apply, depending on the product and destination. Please contact one of our advisors for a customized quote. For deliveries outside the European Union, additional import duties and taxes may apply, which are payable by the customer.

Delivery and risk

The risk of damage and/or loss of products rests with Fonteyn LTD until the moment of delivery to the consumer, unless expressly agreed otherwise. Delivery takes place at the place and time when the products are ready for shipment; stated delivery times are indicative.

Assembly and installation

We offer optional assembly or installation for various products. When Fonteyn LTD performs assembly, the customer must observe the following:

The site must be easily accessible and free of obstacles.

The subsoil must be fully hardened, flat, and level.

Connection to the sewer system and the materials required for this are at your own expense.

The customer is solely responsible for any required permits.

Additional work that proves necessary will be charged. If the substrate does not meet the specified requirements, minimum additional costs of £250.00 including VAT apply.

For the complete installation conditions, please refer to Article 9.17 of our Terms of Service.

Not at home during delivery?

If you are not at home at the agreed time, our delivery driver or carrier will contact you to make a new appointment. For Third Party shipments, you can indicate your preference via the Track & Trace link or redirect the shipment to a pick-up point.

Received damaged or incomplete?

Always check upon receipt that the product is undamaged and that the order is complete. If you notice any damage or that something is missing, please report this to our customer service as soon as possible and in any case within 7 working days of receipt. Include a few clear photos and your order number, so we can quickly find a suitable solution.

Return

Not completely satisfied? In many cases, returns are possible within the statutory cooling-off period of 14 days. For the full procedure, conditions, and exclusions, please refer to our Returns and Refunds Policy.

Questions about delivery?

View our Frequently Asked Questions or contact our customer service directly:

Email: aftersales@fonteyn.co.uk

Telephone: 0116 466 5666 Available on weekdays during office hours.

Tip: have your order number ready so we can help you faster.