FAQs

Below are answers to some of the most common questions about shopping with Florm.

1. What does Florm sell?

Florm specialises in hot tubs and swim spas for customers across the United Kingdom.

Our website provides product information, pricing, ordering, delivery, and customer support information to help you choose the right product for your needs.

2. Where does Florm deliver?

We currently deliver to addresses within the United Kingdom.

We do not currently offer standard delivery outside the UK.

3. Is delivery free?

Yes. Free standard delivery is available on eligible orders within the United Kingdom.

There is no standard shipping charge for eligible orders.

4. How long does delivery take?

Our normal order handling time is:

1–3 business days

After processing, estimated delivery is:

5–10 business days

The overall estimated timeframe is therefore approximately 6–13 business days.

Delivery times are estimates and are not guaranteed dates.

5. How will my hot tub or swim spa be delivered?

Hot tubs and swim spas are large and heavy products, so delivery may require specialist or freight transportation.

Depending on the product and destination, the delivery provider may contact you to arrange a suitable delivery time.

Customers should ensure that there is suitable access to the delivery address.

6. Do I need to prepare my property before delivery?

Yes. Before ordering, you should make sure that the product can safely reach the intended location.

Please consider:

  • Road and driveway access

  • Gates and entrances

  • Doorways and corridors

  • Steps or other obstacles

  • Available unloading space

  • Access for large delivery vehicles

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

7. How can I contact Florm before placing an order?

You can contact our customer support team for questions about products, availability, delivery, or ordering.

Email: Support@Florm.shop
Phone: +44 141 266 0067

We will be happy to help.

8. Can I cancel my order?

If your order has not yet been dispatched, please contact us as soon as possible.

For eligible online purchases, UK consumer law may also provide a statutory 14-day cancellation period after receiving the goods.

Please see our Return and Refund Policy for full information.

9. Can I return a hot tub or swim spa if I change my mind?

Eligible online purchases may be subject to the statutory cancellation rights provided under UK consumer law.

Because hot tubs and swim spas are large and heavy, you must contact us before arranging a return.

We will provide the appropriate return instructions and information about applicable return transportation arrangements.

10. Who pays for return shipping?

For a change-of-mind return under applicable cancellation rights, the customer may be responsible for the direct cost of returning a large or heavy product where permitted by law.

If a product is faulty, damaged, incorrectly supplied, or otherwise does not conform to the contract, Florm will handle the appropriate return costs in accordance with applicable law.

11. What if my product arrives damaged?

Please inspect your product when it arrives.

If your hot tub or swim spa appears damaged, contact us as soon as possible at:

Support@Florm.shop

Please provide your order number, a description of the damage, and clear photographs of the product and packaging where applicable.

Please do not install or use a visibly damaged product until we have reviewed the issue.

12. What if my product is faulty?

If your product develops a fault or is defective, contact us at Support@Florm.shop.

We may ask for photographs, videos, product information, or other reasonable information to help assess the problem.

Depending on the circumstances and your statutory rights, an appropriate remedy may include repair, replacement, price reduction, or refund.

13. How do I request a refund?

Contact us by email or telephone and provide your order number and relevant information.

Email: Support@Florm.shop
Phone: +44 141 266 0067

Approved refunds are normally issued to the original payment method.

For complete information, please review our Return and Refund Policy.

14. How long does a refund take?

Once a refund has been approved and any applicable return requirements have been satisfied, we will process it within the timeframe required by applicable law.

The time for the funds to appear in your account may then depend on your bank or payment provider.

15. Can I track my order?

Where tracking is available, tracking information may be provided after your order has been dispatched.

For large-item or freight deliveries, the delivery provider may contact you directly to arrange delivery.

16. What happens if I miss my delivery?

If you are unavailable when delivery is attempted, the delivery provider may contact you to arrange another delivery attempt or provide further instructions.

For large products, suitable delivery arrangements may need to be made in advance.

17. What payment methods do you accept?

Available payment methods are displayed during checkout.

Payments may be processed securely by third-party payment providers.

18. Are my payment details secure?

Payment information is processed through the payment services available at checkout.

Florm does not normally store complete payment card details on its own systems.

19. Can I install a hot tub or swim spa myself?

Installation requirements vary depending on the specific product.

Before installation, customers should review the applicable product and manufacturer instructions and ensure that any required electrical, structural, plumbing, or other work is carried out by an appropriately qualified professional where necessary.

Customers are responsible for ensuring that the intended installation location is suitable.

20. How do I contact Florm?

You can contact us using the following details:

Florm
101 Wallace St
Kinning Park
Glasgow G5 8DJ
United Kingdom

Email: Support@Florm.shop
Phone: +44 141 266 0067
Website: Florm.shop

Our team is available to assist with product questions, orders, delivery, returns, refunds, and general enquiries.

21. Where can I find more information about returns?

You can find full information in our Return and Refund Policy, including information about cancellations, return conditions, refunds, damaged products, and defective products.

22. Where can I find information about delivery?

Our Shipping Policy provides full information about:

  • UK delivery

  • Free standard shipping

  • 1–3 business day handling

  • 5–10 business day estimated delivery

  • Large-item delivery arrangements

  • Delivery delays

  • Damaged deliveries

  • Tracking information

If you have a question that is not answered here, please contact us at Support@Florm.shop and our team will be happy to assist.