Shipping policy

Shipping & Delivery Policy

Overview

This Shipping Policy explains how orders placed with EDS Tranquillity Collection are processed, dispatched, and delivered.

EDS Tranquillity Collection is a trading name of EDS Retail Ltd.

1. Business Information

Trading Name: EDS Tranquillity Collection
Legal Entity: EDS Retail Ltd
Company Number: 16634806
Registered Address: 128 City Road, London, EC1V 2NX, United Kingdom
Email: sales@edstranquillitycollection.co.uk
Telephone: 0333 050 8318

2. Delivery Areas

We currently deliver throughout the United Kingdom. Delivery exclusions or limitations may apply to certain remote locations for larger specialist items.

If you are unsure whether delivery is available to your area, please contact us before placing your order.

3. Shipping Costs

  • Free UK delivery is included on all orders.
  • There are no hidden delivery charges from us.

If additional access requirements or specialist delivery arrangements are necessary, these will be discussed with you before delivery is arranged.

4. Order Processing

  • Orders are processed during normal business days (Monday to Friday, excluding public holidays).
  • Orders are typically processed once payment has been successfully received.
  • Where necessary, we may contact you to confirm order details prior to dispatch.

5. Delivery Times

Delivery times vary depending on product type, stock availability, and delivery location.

Typical delivery estimates are:

  • Small items and accessories: 3–5 business days
  • Large stocked items: 5–12 business days
  • Large stocked items (e.g. hot tubs, swim spas and saunas): Delivery arranged as per customer requirements and as per available technicians for hot tub and swim spa installations.

All delivery times are estimates only and cannot be guaranteed.

6. Dispatch and Tracking

Where available, dispatch confirmation and tracking information will be provided once your order has been shipped.

Some large or specialist products may be delivered by dedicated supplier delivery teams or scheduled freight services rather than standard parcel couriers.

7. Delivery Requirements for Large Items

For larger products, including hot tubs and swim spas, customers may be required to:

  • Provide a short video of the delivery access route for assessment by our team
  • Be available on the agreed delivery date
  • Inform us in advance of any access restrictions that may affect delivery

Crane Access

In some cases, a crane may be required to position your hot tub, particularly if it needs to be lifted over a house, garage, fence, or wall.

We operate our own HIAB crane, which is capable of lifting items up to 7 metres and is suitable for many installations involving fences, walls, and hedges.

Where a full-size crane is required, customers will be responsible for arranging this service independently. Typical crane hire costs range from £500–£700, depending on location, access requirements, and other site-specific factors.

If you are unsure whether crane access will be required, please contact us with details of your property. Where possible, including photographs or a Google Maps screenshot will assist us in assessing the site and providing guidance.

8. Delivery Delays

While we aim to meet all estimated delivery times, delays can occasionally occur due to circumstances outside our reasonable control, including:

  • Supplier schedules
  • Courier delays
  • Severe weather conditions
  • Periods of high demand
  • Other unforeseen circumstances

If significant delays arise, we will endeavour to keep you informed throughout the process.

9. Changes to Delivery Address

If you need to amend your delivery address, please contact us as soon as possible.

Once an order has been processed or dispatched, it may no longer be possible to make changes.

10. Damaged, Incorrect, or Incomplete Deliveries

If your order arrives damaged, incomplete, or incorrect, please contact us promptly.

To assist with resolving the matter efficiently, please provide:

  • Your order number
  • A description of the issue
  • Photographs where relevant

11. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us immediately.

Where an order has not yet been processed or shipped, cancellation may be possible. Please refer to our Refund Policy for further information regarding cancellations and returns.

12. Contact Us

If you have any questions regarding delivery, please contact us:

Business Hours
Monday to Friday: 9:00 AM – 6:00 PM
Saturday: 10:00 AM – 5:00 PM

Email: sales@edstranquillitycollection.co.uk
Telephone: 0333 050 8318                                                                                                                  Website: https://www.edstranquillitycollection.co.uk

We aim to respond to all email enquiries within 24–48 hours. Response times may vary depending on the day of the week, weekends, bank holidays, and periods of high demand.

13. Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to our business practices or legal obligations.

Any updates will be published on this page, and the revised policy will take effect immediately upon posting.