questions about our company, products/services, policies, and more
Häufig gestellte Fragen
Welcome to our FAQ page, where you can find answers to the most commonly asked
1. General Questions
2. Delivery and Returns
3. Payment Methods
1. General Questions
1. What should I do to prepare for delivery?
Ensure clear access from the drop-off point to the final hot tub location. The base should be prepared before arrival, and having a garden hose and firewood ready will help you enjoy your tub right away!
2. How much space do I need for a wood-fired hot tub?
You can find the exact dimensions on our product pages under "Technical Specifications." We recommend leaving at least 50 cm of clearance on all sides for maintenance and easy access, with extra space in front of the stove for loading and cleaning.
3. What kind of access is needed to place the hot tub?
Check the packaged dimensions listed on each product page. Make sure there are no obstacles such as window sills, outside taps, or pipes that could interfere with moving the tub into place.
4. How do I maintain the stove and chimney?
Maintenance is minimal! If you use high-quality firewood, you’ll only need to empty the ash from the stove occasionally.
5. Do I need a water supply for my hot tub?
Yes, you’ll need a water source to fill the tub, but a permanent plumbing connection isn’t required. A garden hose works perfectly.
6. Is an electrical supply required?
A standard wood-fired hot tub does not need electricity. However, accessories like lights, jets, and air bubble systems require an electrical connection. We recommend consulting a qualified electrician before installation.
7. What is the estimated delivery time?
Delivery times vary depending on the product. Please contact us for the latest lead times.
8. How heavy is the hot tub upon delivery?
Product weights are listed in the "Technical Specifications" section of each product page. We recommend 4-6 people to help lift and position the tub.
9. Do I need a special base for my hot tub?
No special base is notneeded, but the surface must be level and able to support up to 2,500 kg (depending on the tub size). Suitable surfaces include decking, concrete, or a firm patch of grass.
10. How do I dispose of stove ash?
You can easily remove ash with the provided tools. It can be composted or used as a natural garden fertilizer.
11. What’s the best way to clean my hot tub?
Always allow the stove to cool down before draining the tub to avoid damage. Drain the water, scrub the interior with soap and water, rinse thoroughly, and refill. For lined tubs, simply wipe down the surface before refilling.
12. How long does it take to fill the hot tub?
Filling time depends on the tub size, water pressure, and hose flow rate. You can estimate by timing how long it takes to fill a 1-litre container, then scaling up.
13. How long does it take to heat the water?
Heating time varies based on the tub size, water temperature, and stove efficiency. On average, it takes 2-3 hours to reach a comfortable temperature.
14. What type of firewood should I use?
We recommend seasoned hardwood logs for the best burn efficiency. Softwoods can be used but tend to burn faster and produce more smoke.
15. Can I use chemicals in the hot tub?
Chemicals can be used in fiberglass or polypropylene-lined tubs, where the water doesn’t touch the wood. Using chemicals helps keep the water clean for longer periods.
16. How can I prevent algae growth in my tub?
To prevent algae, regularly clean and change the water. Using a cover when the tub isn’t in use also helps keep debris out.
17. Can I use my hot tub in winter?
Yes! Our hot tubs are built for year-round use. However, in freezing temperatures, always drain the water from the stove and pipes after use to prevent damage.
18. What warranty do you offer?
We provide a warranty on all hot tubs and stoves. Please check our warranty terms and conditions for details.
2. Returns and Exchanges
Returns Policy
If you are not completely satisfied with a Sephora purchase or gift for any reason, Sephora welcomes you to return new or gently used products for a full refund to your original method of payment if returned within 30 days of purchase, in most cases. Returns that are made from 31-60 days after purchase are eligible for online credit (if returned to us by mail) or store credit (if returned in-store). In order to complete the return, you must have a proof of purchase.
Please review our return, refund, and exchange policies below for purchases made on Sephora.com, purchases of Sephora items on third-party marketplaces (including, but not limited to, Instagram, Google, YouTube and Facebook), purchases made in Sephora stores and Instacart, Doordash or Shipt orders. Products must be returned in new or gently used condition. Sephora monitors return activity for abuse and reserves the right to limit returns or exchanges at Sephora in all instances. Beauty Insider points and spend associated with all refunds will be removed when the transaction is processed. All returns are subject to validation and approval at Sephora’s discretion. If a return is not approved by Sephora for any reason, the item may not be returned to you. We may ask you for a driver’s license or government ID to verify your identity.
3. Happy cards
Happy Cards are a type of prepaid card with multiple categories. These prepaid cards give customers more choice and flexibility with no fee.
We have partnered with Happy Cards, and is featured on the Happy Teen, Happy Lady, and Happy Her prepaid cards. These prepaid cards are redeemable at all Sephora locations in the US and online.
How to Use Online and Check the Balance:
To make an online purchase:
- Select CREDIT as the payment method.
- Enter the 16-Digit Card number located on the back of the Happy Card in the credit card field. Do not enter the 16-Digit Card number into the gift card field.
- If prompted for a billing address, enter your shipping address.
- If the purchase is larger than the balance, you will need to use a Gift Card or eGift Card to pay the remaining balance. You can then use the Happy Card in the Credit Card section of payment method and a Gift Card in the Gift Card section of payment method
1. Hassle-Free Deliver
Getting your hot tub is easy! We deliver throughout Europe with simple, transparent pricing:
€95 Flat Rate Delivery - Anywhere in Germany and across the European Union
International Delivery - Available outside the EU (please contact us first)
No hidden costs, no surprises - just straightforward delivery right to your doorstep. Our professional delivery team will coordinate with you to arrange a convenient delivery date and time.
Delivery is to the kerbside only. The customer is responsible for transporting the hot tub from the kerbside to the desired location in their garden. Approximately 4 people are typically needed to safely move the hot tub to its final position.
2. Returns
Should you need to return your hot tub, please note the following:
Return Costs: The costs for returns shall be borne by the customer.
Legal Basis: In accordance with Directive 2011/83/EU on Consumer Rights (implemented in June 2014), online retailers are permitted to pass the costs of return shipping to customers. This directive standardized consumer rights across the EU and specifically allows merchants to require customers to bear the direct cost of returning goods, provided this is clearly communicated before purchase.
Return Process: To initiate a return, please contact our customer service team within 14 days of receiving your hot tub. Our team will guide you through the return procedure and provide all necessary information.
Condition Requirements: The hot tub must be returned in its original packaging and condition, without damage or signs of use beyond what was necessary to inspect the product.
Refund Timeline: Once we receive and inspect the returned hot tub, your refund will be processed within 14 business days. The refund will be issued using your original payment method.
For any questions regarding returns or to start the return process, please contact our customer service team.
Secure and Easy Payment Methods
Ready to get your hot tub? We've got flexible, secure payment methods to make your purchase easy:
Wallets:
Apple Pay
Google Pay
Link
Paypal
Revolut
Buy now, pay later:
Klarna
Bank redirects:
Bancontact
EPS
Giropay
iDEAL
Sofort
TWINT
Bank Transfer
All payments are securely processed through Stripe, a leading global payment processor trusted by millions of businesses worldwide. Your financial information is protected with industry-standard encryption and security protocols.
Choose the option that works best for you - all methods are secure, hassle-free, and designed to make your hot tub purchase as smooth as possible!
