Last reviewed: May 2026.
This policy sets out where we deliver, how long it takes, what it costs and what to expect when our team or our courier arrives at your door. It forms part of our Terms & Conditions.
1. Where we deliver
We deliver to mainland Great Britain (England, Scotland and Wales) and to Northern Ireland. We do not currently deliver to the Channel Islands, the Isle of Man or any address outside the United Kingdom. If you are looking for a Telos product overseas, please email support@teloswellness.co.uk and we will tell you what is possible.
2. Lead times
Indicative lead times are below. Lead times start from the day after we accept your order (cabins: from the day production is scheduled). They are estimates given in good faith, not contractual deadlines, unless we have agreed a specific deadline with you in writing.
- Cabins (cedar, hinoki, oak): 6–8 weeks. Cabins are built to order at our atelier in Stow-on-the-Wold.
- Portable saunas (collapsible, infrared): 2–3 weeks.
- Ice baths and cold plunge tubs: 2–4 weeks. Tubs that include a chiller and ozone system are at the longer end.
- Accessories (filters, hats, towels, soap, candles, sand timers): 3–5 working days.
3. How we deliver
We use three delivery methods depending on the product.
- White-glove delivery and installation is included in the price for all cabins. Two of our installation partner’s team will deliver the cabin to the agreed location on your property, assemble it, level it, fit the heater (electrical first-fix excluded — see section 6) and hand over with a short walk-through. We agree the date with you in advance and offer a four-hour delivery window confirmed the day before.
- Two-person curbside delivery is used for ice baths, plunge tubs and portable saunas. Two carriers bring the unit to the kerb of your property. They cannot bring it through the house, up steps or into a garden. Please let us know at order if there is no kerb-side access so we can quote a white-glove upgrade.
- Standard parcel courier (currently DPD) is used for accessories and small spares.
4. Delivery costs
- Cabins: white-glove delivery and installation included in the price.
- Ice baths, plunge tubs and portable saunas: two-person curbside delivery is free to most UK addresses.
- Accessories: standard tracked delivery is £29 below £200 and free above £200.
- Highlands and Islands surcharge: a flat £75 surcharge applies to non-cabin orders to postcodes IV, HS, KW, PA, PH and ZE. Cabin delivery to these postcodes is quoted individually — we will give you a fixed price before you commit.
- Northern Ireland (BT): standard rates apply for non-cabin orders. Cabin delivery to Northern Ireland is quoted individually because it requires a sea crossing.
5. Booking your delivery date
For cabins, ice baths and plunge tubs we contact you about a week before despatch to agree a date that works for you. We confirm a four-hour delivery window the day before. If you need to move the date, please let us know with at least 48 hours’ notice; otherwise a re-attendance fee at our published rate may apply.
6. Site readiness
You are responsible for making sure the site is ready for our team. For cabins, this means: a flat, level, stable base of the published dimensions; clear access from the kerb to the install location wide enough for two people carrying panels; a 13A or 32A electrical supply terminating where the heater controller will sit (we will tell you which is required for your chosen cabin); and, for outdoor cabins, drainage. We do not carry out the building or electrical works ourselves — a qualified electrician should make the final connection. If on the day the site is not ready, our team will leave the cabin secure and we will rebook the install. A re-attendance fee may apply.
7. Inspection on arrival
Please inspect parcels on arrival. Sign for any visible damage as “damaged on arrival” on the courier’s paperwork. Photograph the packaging before opening if you are signing for the consignment electronically. Tell us about any missing items or transit damage within 48 hours of delivery at support@teloswellness.co.uk. Concealed damage discovered later is covered under your statutory rights and our warranty.
8. Failed deliveries
If you are not at home at an agreed delivery slot we will leave a card and contact you to rearrange. A second failed slot for two-person or white-glove deliveries may incur a re-attendance fee at our published rate. Parcel couriers normally try to deliver on the next working day or leave at a chosen safe place or neighbour as you have instructed.
9. Risk and title
Risk in the goods passes to you on delivery to the address you have given us, or on the first attempted delivery if no one is available. Title passes when we have received cleared payment in full.
10. Returns and collections
If you decide to return a product, please see our Refund Policy. We arrange collection ourselves and pay the cost of collection during the 60-night home trial.
11. Force majeure
We work to our published lead times wherever we can. Where a delivery is delayed by an event outside our reasonable control — timber supply, port closures, extreme weather — we will write to you with a revised date and offer a refund if you would prefer to cancel.
12. Sustainability of our shipping
We consolidate cabin deliveries into one journey from the atelier wherever a customer’s timeline allows it. Our installation vans are operated by our partner and the fleet is moving to electric and plug-in hybrid vehicles over the next three years. We pay for high-quality removal credits for any residual emissions from delivery, audited annually.