Shipping policy

Order Confirmation
When an order is placed, we will not immediately charge your payment. We will contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched as soon as possible. If there is any delay, such as an item on backorder, we will void the authorisation of the payment and contact to let you know.

Delivery to Scotland and Wales
Please note that orders being delivered to Scotland or Wales may incur an additional delivery fee unless stated otherwise.
If you would like to confirm delivery costs before placing your order, please contact us at support@romanoasis.co.uk

Order Delivery
Once the order is successfully placed and checked for any stock issues, your card will be charged and dispatch will take place within 5 working days. Unless a custom order is requested, we will also confirm the estimated production and delivery times.

Delivery Times

  • Ready-stock UK items: Dispatched within 5 working days (as stated).
  • Made-to-order from Europe: Estimated production + delivery shown on the product page (typically 4–12 weeks; exact range per item). These are estimates only, delays can happen due to supplier production, customs, weather, or peak seasons (e.g., Black Friday, Christmas, New Year, we may add 2–4 weeks). 
    We’ll keep you updated by email if delays occur. Delivery times start once payment is processed and order confirmed.

Large/Bulky Item Delivery Saunas, hot tubs, and ice baths are large/heavy items with different delivery methods depending on the product and vehicle.

  • Tail-lift truck deliveries — The item is lowered to ground level at the kerbside/roadside (or edge of driveway if access allows). You are responsible for offloading from there, moving it to the final spot, and any further handling/installation.
  • Other large vehicles (e.g., articulated lorries without tail lift) — No kerbside offload is provided. You must arrange and pay for unloading (e.g., crane, forklift, or manual team) directly from the lorry. The driver will not assist with offloading, lifting, or positioning.

Many assembled saunas and larger hot tubs arrive on vehicles requiring customer offload (crane/forklift/etc.). Check the individual product page for exact delivery method and requirements, or email support@romanoasis.co.uk to confirm before ordering.

  • Ensure clear access for the delivery vehicle (often large/flatbed/articulated). Someone 18+ must be present to inspect and sign for the delivery.
  • If special equipment is needed due to your site, you must organise and pay for it in advance.

Damages or Issues on Delivery

  • Inspect carefully at delivery, refuse the shipment if visibly damaged (note on driver’s paperwork).
  • We handle claims with the carrier/supplier—replacements or repairs arranged (you may need to assist with collection).


Cancellations and refunds

  • Before dispatch/production: Contact us ASAP. Made-to-order orders may be cancellable early (e.g., within 48 hours) with no/minimal fee; later cancellations may have fees (materials/labor). Ready-stock: Full refund if not dispatched.
  • After dispatch: You cover return costs (large items = high fees; often £200+). Refunds only to original payment method.
  • No change-of-mind returns on made-to-order/custom items (legal exemption).
  • Faulty/defective items: Covered under warranty—free return/repair/replacement. Refunds processed within 14 days of receiving returned goods.