FAQs

Willow Cove – Frequently Asked Questions

Welcome to our FAQ section. Here you’ll find answers to common questions about our saunas, hot tubs, and ice baths, as well as delivery, installation, returns, and care.

If you need further assistance, contact us at hello@willowcove.com.au ; our team is always happy to help.

General Questions

Where do you ship?

We deliver across Australia and New Zealand.
Selected hot tubs and ice baths are also available for international shipping; contact us for details.

How long does delivery take?

Delivery times vary depending on the product type and location:

Ready-to-ship products: Typically delivered within 1–2 weeks.
Hot tubs & ice baths: Delivery and installation usually scheduled within 2–4 weeks.
Standard saunas: Delivered within 2–4 weeks, depending on stock and access conditions.
Custom-built saunas: Made-to-order in Sweden; allow 4-6 month for manufacturing and delivery.

Is tracking provided?

Yes. You’ll receive an email with tracking details as soon as your order is dispatched.

Do you offer delivery and installation?

Absolutely. Every Willow Cove order includes our white glove service:

Delivery: directly to your home or property
Professional installation: placement, setup, and testing
On-site handover: we’ll guide you through controls, care, and maintenance

Delivery and installation costs are quoted separately for hot tubs and saunas, depending on product size, location, and access conditions.

Are your products covered by warranty?

Yes. All products sold by Willow Cove Collections Pty Ltd include a manufacturer warranty. Warranty terms vary depending on the product and brand.

Warranty

At Willow Cove, we are committed to offering products crafted to the highest standards, designed to be enjoyed for years to come. Every sauna, hot tub, ice bath, and accessory we offer is backed by comprehensive warranty coverage for your peace of mind.

Saunas

Warranty Period: 2 years
Covers manufacturing defects and faults in materials or workmanship, including heaters, control panels, and electrical components unless otherwise specified by the manufacturer.

Hot Tubs

Our hot tubs are built to last and are backed by one of the most comprehensive warranties in the industry:

50-year structural warranty — covers the integrity of the tub’s main structure.
20-year barrel warranty — protects the cedar barrel against defects in materials or workmanship.
5-year burner warranty — ensures lasting performance of the heating system.
24-month warranty on pumps, plumbing, electrical components, and other operational parts unless otherwise specified by the supplier.

Ice Baths

50-year structural warranty,
20-year barrel warranty, and
5-year burner warranty,

Can I return a product if I change my mind?

Saunas: Eligible for a 7-day money-back guarantee. Return shipping costs are covered by the customer.
Hot Tubs & Ice Baths: We cannot accept change-of-mind returns unless the item is faulty or damaged on delivery.
Custom-built products: Including made-to-order saunas, are non-refundable unless faulty, as per Australian Consumer Law.

Sauna FAQs

What types of saunas do you offer?

We offer a curated range of indoor and outdoor saunas from premium Scandinavian brands, including Tylo and Helo. Choose from:

Fixed-size saunas
Custom-built solutions tailored to your space

Do you offer custom saunas?

Yes. Use our online configurator to design your dream sauna — choosing size, layout, lighting, materials, and more. Each sauna is precision-built in Sweden and delivered to your specifications.

For personalised guidance or assistance with your design, contact us at hello@willowcove.com.au. Our team is here to help you bring your vision to life.

Is installation included?

We offer a white glove installation service for all saunas, including delivery, assembly, and professional setup. Installation costs are quoted separately based on product size, location, and access.

How long does a sauna take to heat up?

Most home saunas heat up within 30–45 minutes, depending on size and heater type.

What power supply do saunas need?

Most models require a dedicated 15–20 amp connection, while larger saunas may require 3-phase power. Always consult a licensed electrician.

Hot Tub & Ice Bath FAQs

Is delivery and installation included?

Yes, every hot tub and ice bath comes with our white glove service:

Delivery to your property
Full installation and placement
On-site training to ensure you're ready to enjoy your tub immediately

Note: Installation costs are quoted separately, based on tub size, location, and access.

How do I fill my tub?

Most tubs include a dedicated cold-water inlet that connects easily to a standard garden hose. This inlet can also be used to add cool water if your tub becomes too hot.

How long does it take to heat the water?

Wood-fired tubs: Generally 1.5 to 2 hours from cold, depending on the type of firewood used.
Electric tubs: Maintain your set temperature automatically via Wi-Fi-enabled smart controls.
Hybrid tubs: Use electric for effortless heating or switch to wood-fired mode for a traditional soaking ritual.

How do I light the burner for wood-fired tubs?

Place scrunched newspaper and kindling in the burner.
Light the paper, then gradually add more kindling.
Once the fire takes hold, add larger pieces of wood and close the burner lid.
Always ensure the air vent is fully open during the first 30 minutes for efficient heating.

Important:

Never light the burner unless the water level covers the burner housing — otherwise, damage may occur.
Never use liquid fuels like kerosene, petrol, or oil — it’s unsafe and voids warranty.

How do I control the water temperature?

Electric tubs — Simply set your desired temperature via the built-in control panel or app.
Wood-fired tubs — Control heat by adjusting wood volume and airflow via the vent.
To cool the water, add fresh cold water via the inlet. Do not extinguish the fire with water.

How do I keep the water clean?

All tubs come with integrated drains for easy emptying.
Upgrade options include commercial-grade filtration systems to maintain clean water for longer.
Salt and chlorine are not recommended as they may damage stainless steel components.

How do I clean and maintain the tub?

Use mild, non-abrasive cleaners on stainless steel surfaces.
Wipe down cedar cladding with a soft brush and oil twice a year to maintain its natural beauty.
Clean ash from wood burners only when completely cool, leaving a thin layer to improve efficiency.

Are your hot tubs and ice baths insulated?

Yes, our tubs are expertly insulated to retain heat (or cold) efficiently. With the insulated cover fitted, heat loss is less than 1°C per hour, keeping water warm overnight.

Are your tubs safe for families?

Yes. Every tub comes with a lockable insulated cover to prevent unsupervised access. Always ensure children are supervised near water.

Still Need Help?

Our team is here to guide you from design to installation — and beyond.

Reach out to us via the contact form, send an email (hello@willowcove.com.au) or book a call.