Customer Care

Due to high demand, we currently have very limited hot tub availability.

If your chosen product is out of stock please sign up for stock notifications and we’ll let you know as soon as it’s available to order.

POPULAR FAQS

To register your Lay-Z-Spa warranty please complete our registration form here.

For all information regarding your Lay-Z-Spa warranty and T&C's please visit our warranties page here.

Get help with your Lay-Z-Spa inflatable. Find out the causes and the solutions to bulging, deflating and more.

Bulging Inflatable lid Deflating Inflatable lid Inflatable lid is too small

Get help with your Lay-Z-Spa pump. Find out the causes and the solutions to pump error codes, noisy pump issues, heating problems and much more.

Most pump issues are easy to fix and can often be resolved in minutes. Carrying out regular checks and maintenance can prevent persistent pump problems so you can get back to enjoying your Lay-Z-Spa.

Pump Error Codes Noisy pump Leaking water Heating Issues Electrical Issues Not filtering Massage seam is not working HydroJet troubleshooting

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by us and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, Klarna’s assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither ourselves nor Klarna run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as we have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase with us from the debit or credit card you entered at checkout. If they are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once we have received the return (partial or full) and you have received confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please contact our Customer Care team to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can look into postponing the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as we have registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit the Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

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operation

Getting started with
your Lay-z-spa

Product Support

Here you’ll find information to help you with your Lay-Z-Spa liner, including causes and solutions to any issues you may encounter, such as bulging, deflating, leaking and much more.

Bulging liner Deflating liner Liner too small Liner Discolouration Unable to attach pump Unable to remove filter housing Deflating Seats / Backrest (Maldives & Palma only)

Here you’ll find information to help you with your Lay-Z-Spa top cover, including causes and solutions to any issues you may encounter:

Top Cover Flaking Top Cover Discolouration Top cover is too big Top cover is too small Top cover seams have split Clips are broken

We are sorry to hear that you need to make a warranty claim. We will do everything we can so you can start using your Lay-Z-Spa again as soon as possible.

The troubleshooting steps we take you through below should solve the problem, so we recommend following these first. If the issue still occurs, you will be directed to our contact page and a member of our Customer Care team will be able to assist you further.

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Returns, Refunds & Cancellations

Unwanted Return:

You can return an item as long as the item is still unused and in a resealable condition within 30 days and we will happily refund the purchase price. Start the returns process here

All returned items should be sent in their original condition and packaging. If an item is returned to us damaged or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

We do not accept returns for unwanted items after the 30 days. If you do try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

When returning items back to us we recommend using a trackable shipping method and keeping hold of your proof of postage in case we need to look at it later on. 

Product/s that were purchased and delivered with a promotional free gift must be returned with that free gift to receive a full refund for the original item purchased. We reserve the right to deduct the current website price of the Free Gift or promotional item from the purchased item, should the return be delivered without this item included.

Refunds for returned items will be applied to the original payment method that was used to place the order within 5-10 days of the return reaching our warehouse. You will receive an email from us once your refund has been processed. Please note, refunds can take 3-5 working days to show in your account.

Faulty Return:

If you are returning an item which is faulty or you have received an incorrect item please follow the returns process here. Don’t forget to select the correct returns reason and then a member of our customer service team will be able to assist you further.

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect.

None of the above affects your statutory rights.

Under the Distance Selling Regulations, consumers have the right to cancel within a time limit of 7 working days (not including weekends or bank holidays) after the day on which you receive the goods. If you choose to cancel your order, we require you, the consumer, to pay the cost of returning the item to us. 

Changed your mind? If you are not delighted with your purchase, as long as the item is still in its original condition you can return an item within 30 days and we will happily refund the purchase price. 

Please start the returns process here.

We are sorry to hear you wish to cancel your order.

We are quick at processing your order, so we will try our best but we may not be able to cancel in time.

There are varying time limits in which you can cancel your order, depending on your chosen delivery method.

  • Express delivery – up to 20 minutes after placing your order
  • Saturday delivery – up to 11am on the Friday prior to your selected delivery date
  • Standard & all other delivery methods – up to 1 hour after placing your order

Please contact us below if you would like to cancel your order.

Should you be out of time to cancel your order, you are able to refuse delivery and the item(s) will be returned to us. Alternatively, if the item is delivered, you can return this using our returns page here.

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Delivery

You can find all our delivery options, times and prices that we offer on our delivery & returns information page here.

You can track the progress of your order on our order tracking page here.

Please note, your tracking information will only work once your order has been dispatched from our warehouse and scanned by the courier. You will receive an email from us letting you know once your order has been dispatched.

Please be advised that if you have purchased extra items alongside your spa you will receive two separate deliveries/parcels via a separate courier.

Our couriers are always trying their best to get your entire order to you. Your tracking will provide you with the latest dates, so we recommend checking your tracking for up-to-date information.

If the rest of your order still does not arrive after the expected delivery date, please let us know below and a member of our Customer Care team will do their best to help you.

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Payments, Promos & Vouchers

We accept the following payment methods:

American Express, Discover, MasterCard, Visa, PayPal & Klarna.

The billing address you provide must match the billing address that is on file with the financial institution that issued the credit card. If a credit card authorisation fails, we reserve the right to cancel your order without notifying you.

We cannot resolve credit card problems with your financial institution if a credit card is declined. It is your responsibility, as a consumer, to settle credit card problems with the issuing institution.

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Financing work?

Spread the cost of your order over £500 into equal monthly payments with our financing option:

  • 0% interest spread across 12 or 18 months.

Financing is a promotional plan on the Klarna Account.

How do I use Financing?
How do I use Financing?

When you shop online, Klarna’s system reviews each order to determine which payment options are available to you. If Financing is offered, simply select this option. The first time you shop with Financing you will be asked to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Financing after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans. You can always monitor the payments due in the Klarna app.

I have been asked to go to the Klarna site. Is this correct?
I have been asked to go to the Klarna site. Is this correct?

If you have chosen to pay with Financing by Klarna, Klarna will send you an email with further details on how to pay.

Can I pay less than the amount owed each month?

You can at any time choose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).

Do I need to be 18?

Financing is only available to people aged 18 or over and is an online exclusive payment method.

How do I manage my Klarna Account?

Log in to the Klarna App or Klarna.com/uk at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.

How can I increase my chances of being accepted for Financing?

Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

How is my statement sent?

If you chose to use Financing, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. You can always monitor the active statements in Klarna app at your convenience.

What do I need to provide when I make a purchase?

If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive monthly statements and so be liable for late payment fees.

Is my payment information safe?

Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

How do I make a payment?

First, log in the Klarna app or in www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service.

I haven't received an email with my statement.

Please log in the Klarna app to view the statements or contact Klarna’s Customer Service via live chat or phone.

I have cancelled my order. How long will it take until I receive my refund?

As soon as we have registered your cancellation or your return, the refund will be processed within 5 business days.

What happens if I cancel or return my order?

As soon as we have accepted your cancellation/return, then Klarna will make any necessary adjustments to your balance and provide further help if needed.

I have cancelled my order. How long will it take until I receive my refund?

As soon as we have registered your cancellation or your return, Klarna will credit the balance back to your Klarna Account within the next 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.

I've received my monthly statement and a payment is due, but I've not yet received my goods.

You should of course not pay your statement until you’ve received your goods. In this case, we would ask that you contact our Customer Care team and get an update on your order. You should also contact Klarna’s Customer Service team so that they can look into postponing the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I still have questions regarding payment.

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

You will be charged for your order as soon as it is placed unless you place your order using the Klarna payment method.

All payments for orders placed using Klarna will start from the day your order was dispatched from our warehouse. You will receive an email from Klarna to confirm this.

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Technical

If you are not receiving any emails from us about your order, please check the following:

  • Check your Spam/ Junk email folders - Check your spam or junk folder as your email software may be marking our emails as junk mail.
  • Check your email address – Make sure you typed in the correct email address when you placed your order/ created your account.
  • Contact us – If you are still having trouble contact our Customer Care Team below giving as much detail as you can about the issue and we will try our best to help.

You can change the details on your account at any time in the customer login area. To make any changes please follow these steps:

  • Login to your account here or using the icon in the top right hand of your screen. Once you’ve logged in, you can make the following changes:
    • Password – Click on the ‘Account Information’ tab on the left-hand side of your screen. Here you will see a tick box for ‘Change Password.’ If you tick this, you will have the option to change your password.  Make sure your password is … characters long.
    • Email Address – Click on the ‘Account Information’ tab on the left-hand side of your screen. Here you will see and update your email address.
    • Delivery/ billing address – To add a default delivery/ billing address to your account click the ‘Address Book’ tab on the left-hand side. Here you will be able to add relevant address details. Once you have saved these details click on the ‘Account Dashboard’ tab. At the bottom of this page you can select default shipping and billing address details that your account will always use.
    • Telephone number – To add or update your telephone number click on the ‘Address Book’ tab on the left-hand side. Scroll down to the ‘Telephone’ field and add/ update.
  • Once you have made any changes to your account, remember to click ‘Save.’

If you have forgotten your password, please complete the following steps:

  • Head over to our login area here, or by clicking the icon in the top right-hand corner of the screen.
  •  Click the ‘Forgotten your password?’ link and enter your email address.
  • We will then send you a link to that registered email address to reset your password.

If you are having trouble finding the email, we recommend checking your spam or junk folder.

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Order Issues

If your chosen product is out of stock, please sign up for stock notifications on the relevant product page and we will email you as soon as that product is available to order.

We are quick at processing your order which means we cannot make any changes once you have placed it. 

However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you have chosen

To find out how to cancel your order click here.

We are sorry if you have received the incorrect item.

Please start the returns process here so we can get this sorted for you.

Remember to select the correct reason for return. If you are unable to create a return, please get in touch with our Customer Care team below.

To read our returns policy click here

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Need to get in touch?

Submit a warranty claim

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Need more help?

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