FAQ

What types of products does SoakSense Shop specialise in?

We specialise in everything you need to maintain your personal aquatic oasis. Our range includes aromatherapy products, automatic covers, gazebos, a wide variety of chemicals (like bromine, chlorine, clarifiers, and anti-scale/foam solutions), cleaners, cleaning tools, cover lifters, straps, locks, filters, floating dispensers, and hot tubs themselves from our exclusive Freeflow, HotSpot, and Limelight collections.

How do I know which chemical is right for my pool or hot tub?

Our product descriptions are designed to help you choose the right solution. For personalised advice, please email our customer service team with details about your specific setup, and we’ll be happy to recommend the perfect products from our range to keep your water perfectly balanced and crystal clear.

What payment methods do you accept?

We offer secure checkout using all major credit and debit cards, including Visa, MasterCard, and JCB. We also accept payments via PayPal for your convenience and security.

Do I need to create an account to place an order?

While creating an account allows you to track your orders more easily and saves your details for future purchases, you can also check out as a guest if you prefer.

Where does SoakSense Shop deliver to?

Based in Ely, UK, we proudly ship our products worldwide! However, due to current logistical constraints, we are unable to deliver to Asia and a few select remote locations. If you are unsure about your location, please contact us before ordering.

What are my delivery options and how long will it take?

We offer two reliable shipping methods to suit your needs:
– Standard Shipping (£12.95): Shipped via DHL or FedEx. Your order will be delivered within 10-15 business days after dispatch.
– Free Shipping: Available on orders over £50, shipped via EMS. Your order will be delivered within 15-25 business days after dispatch.
Please remember all orders require 1-2 business days for processing before they are dispatched. Delivery times are estimates and may occasionally be affected by factors like international customs procedures.

How can I track my order?

Once your order has been processed and dispatched, we will send you a confirmation email containing your tracking information. You can use this to follow your package’s journey directly with the carrier (DHL, FedEx, or EMS).

What is your returns policy?

Your satisfaction is our absolute priority. We offer a 15-day return policy from the date you receive your items. If you are not completely happy with your purchase, please contact us at [email protected] to initiate a return or exchange. Our team will guide you through the simple process.

Who pays for return shipping?

For details regarding return shipping costs, please contact our customer service team when you initiate your return. We will provide you with all the necessary information based on your specific situation and location.

How can I get in touch with customer service?

We’re always here to help! For any questions regarding delivery, your order status, product advice, returns, or anything else, please email our friendly team at [email protected]. We aim to respond to all enquiries promptly.