Delivery

Delivery Information and Charges

Before You Buy:

To avoid delivery issues, measure the installation area and doorways, checking against product specifications. Identify any obstacles like stairs, low ceilings, or sharp corners. Contact us for specialist delivery support if needed.

Palletised orders are curbside delivery only (driver's discretion, not on gravel or grass and it is the customer's responibility to move materials onto their property).

For international orders, the customer is liable for any additional customs charges (courier will arrange payment). Finnmark Limited is not liable for customs charges. Unpaid customs charges may result in the item being returned (refunded less shipping/handling) or destroyed (no refund).

Shipping Costs & Dispatch Times:

Shipping costs are calculated at checkout based on items, volume, and service. We aim to dispatch orders within 1-3 working days for items requiring double euro pallet and over, but items with lead times can take longer, ranging from next day to 14 working days or more.

• Next Day Delivery: Available on marked products for UK Mainland orders placed before 2 pm (not guaranteed next day arrival, courier responsibility).
• Standard Delivery: 3-10 working days for most products (tracked and recorded courier, some items shipped directly from manufacturer). Excludes sauna barrels, cabins & installations.
• Sauna Cabin Delivery: Times vary, contact us for estimates. Installation may occur after delivery.
• Expedited Delivery/Installation: Available upon request (extra charges apply).

Delivery Zones & Restrictions:

Delivery charges and estimated times apply to UK mainland only (excluding certain postcodes in the South West, Highlands, and Islands).

Additional charges apply to Non-UK Mainland, Highlands, Islands, and certain South West postcodes (EX17 - EX23, EX37 - EX39, PL, TQ6, TQ11, TR).

Highlands postcodes include AB37, IV1-56, KW1-14, PA34-40, PH19-44 (further exclusions may apply). Islands postcodes include HS, KW, ZE, GY, IM, JE, PO30-41, Falkland Islands, British Overseas Territories, all NI and ROI postcodes (further exclusions may apply).

We do not ship outside the British Isles (UK, Eire, Channel Islands) but offer ex-works collection for international orders (DAP terms apply to Channel Islands and Isle of Man; customers are liable for import tariffs, taxes, and duties).

Delivery Process & Responsibilities:

Goods are delivered to the address provided at checkout. We aim to meet estimated delivery times, but these are not guaranteed. We use third-party couriers and are not liable for delays. Credit card purchases are shipped to the cardholder's address only. All deliveries require a signature.

Customers are responsible for re-delivery, handling, and storage charges if they cannot accept delivery. Return to sender charges for failed deliveries are also the customer's responsibility. If the customer is unable or unwilling to accept the delivery on the agreed date, the customer will be liable to pay for any re-delivery charges, handling charges and storage charges that are likely to be applied. If the goods are returned to us due to attempted deliveries failed where the customer was not present, the return to sender charges and any redelivery charges will be owed by the customer. Please note, these charges can be considerable.

Customers must inform us of any access restrictions for deliveries at the time of ordering. Pallet deliveries are curbside only (driver's discretion, not on gravel or grass).

We advise against booking tradespeople on the expected delivery date due to potential shortages or damages; we are not liable for associated costs. We will not be held liable for any wasted time & associated invoices incurred by tradespeople having to wait/be redirected to your premises as a result of misdeliveries/short deliveries or damaged deliveries. 

Moffett & Big & Bulky Item Deliveries:

Big & Bulky items are typically delivered on pallets in curtain-sided lorries. Customers must assist in unloading items over 1.5m (forklift or manual handling). Tail lifts are at the driver's risk for items over 1.5m. We do not offer HIAB or other mechanically offloaded delivery services as standard (quotes available). The pallets that the goods arrive on are non-returnable.

A dedicated Moffett delivery service (rear-mounted forklift) is available for an additional charge, and is included for outdoor barrel saunas. Design & Material (D&M) bundles are delivered via Moffett service (free shipping quota does not apply).

Risk and Title:

Risk of loss and damage passes to the customer upon delivery or first attempted delivery. All products are supply-only (installation quoted separately).

Customer Collection:

Customer collection is free with proof of purchase and ID.

International Orders:

We accept orders to the US and Canada (some delays possible due to high parcel volumes). Tracking links are provided. We cannot ship liquids, Big & Bulky items (e.g., sauna heaters, steam loungers), or plant materials (e.g., whisks) to the US/Canada and orders will be cancelled and refunded.

EX-WORKS collection is available for international customers. Customers are responsible for any import duties, taxes, or charges. Certain items (e.g., tobacco, books, periodicals, magazines, alcoholic beverages) may incur extra charges upon import.

Storage Fees:

Purchased goods exceeding a 1-month storage limit are subject to storage fees (currently £12 ex VAT per week per pallet, subject to change). Fees must be paid before goods can be shipped.

Receiving Goods & Reporting Damage:

Inspect goods upon receipt and report damage/issues within 48 hours. Contact us by phone or email (support@finnmarksauna.com) within 48 hours of receipt.

Do not refuse entire shipment due to damage. Note any box damage on the delivery receipt at the time of delivery. "Subject to inspection" or "Not Checked" is not acceptable. Count and confirm the number of boxes before signing. Note any missing boxes on the delivery receipt. Keep all boxes until the claim is closed.

Broken glass claims will be refunded for the glass price only. We encourage accepting the order despite individual item damage, noting all damage on the delivery paperwork. Refusing shipment can delay replacements.

Full replacement units require the original item to be returned (keep original packaging).

Making a Damage Claim:

1. Claims must be submitted within 48 hours of receipt.
2. Email support@finnmarksauna.com with details.
3. Attach photos of all damages and the shipping box.
4. A claim specialist will contact you within 5 business days.

Claims are resolved within 30 days of filing all required documentation. Damage reported after 48 hours will NOT be accepted.

Returning an Item:

Contact support@finnmarksauna.com for return support. Customers are responsible for return shipping costs and must use tracked couriers with adequate packaging. Refunds are granted for items returned in original packaging (no additonal tape/return labels or writing on original boxes please) and resalable condition.

Bespoke/custom items are non-returnable. For orders over £500 with free shipping, returning an item that reduces the order value below £500 will result in a refund less the original shipping cost.