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Frequently Asked Questions at MySpaDirect

Creating & Managing Your MySpaDirect Account:

How do I place my first order?

Please browse the website and add your chosen products to basket. When you checkout for the first time, you have the opportunity to tick the pink ‘create an account’ button, this will save your address and billing details for future purchases or you may proceed as guest. Check through your delivery options carefully and select if you’d prefer to click and collect or have your order delivered to your door.


How can I pay?

There’s two easy ways to pay. If you’d like to use a standard credit/debit card then please select the PayPal option which will allow you to use most cards or you can use your PayPal account.

If you’re a regular customer then you can also set up on our GoCardless system by entering your bank details. Please tick the ‘Save to account’ box so you don’t have to re-enter your details again. This way you don’t need a card to hand or PayPal account.

If you are already a GoCardless customer with us for either O-Care or MySpaClub payments, you still need to re-enter your details the first time you checkout on MySpaDirect and tick the ‘Save to account’ box for the website to remember your details.


What is my password?

If you selected the ‘create an account’ button, you will receive a separate email with an auto generated password which you can either use or log back into the website and change to something more memorable. This email may go to your junk so please check there.


I have forgotten my password

If you have ordered previously but cannot remember your password, please follow this link using your email address to reset your password: www.myspadirect.co.uk/my-account/lost-password

You will receive a link to your email to reset your password. Please check your junk if this has not arrived.


How do I login?

If you have made an account before, login via this link: www.myspadirect.co.uk/my-account and add your products to basket as needed.


I’ve ordered previously but my email address hasn’t been found

Try another family members email address or if that isn’t found, it is likely that when you ordered previously you did not tick the pink ‘create an account’ button. Please return to the main website, add your chosen products to basket and then when you checkout this time, please tick the ‘create an account’ button. This will save your address details.


Advice For MySpa Club Members

I’m a club member. Do I already have an account?

If you have ordered previously then you may have an account if you ticked the ‘create an account’ button. If you are a new member, haven’t used the website before or are having problems accessing your account, please consult the above FAQs and follow the steps to create or reset your account details.


Do I get a discount?

Yes. MySpa Club members (where we come to you every 2, 3 or 6 months to clean your hot tub) receive a discount on replacement chemicals, parts and filters. New club members will receive a welcome email with a discount code for use on MySpaDirect and a letter with a membership card.


How do I use my discount code?

Upon checkout, you will see an option to ‘apply coupon code’ at the top of your screen. Please enter your unique code here and your discount will be applied automatically.


How can I find my club member discount?

Please either keep your physical membership card handy or save the code from your welcome email onto the notes section of your phone. You can also log onto your account and check the ‘My Coupons’ section on the left hand side. If you have used your code previously, it will be stored in this section for future use.


My order isn’t showing my discount

You need to apply your membership code at checkout each time you shop in order to receive your discount.


I already make monthly payments by GoCardless. Why are you asking me for these details again?

Your monthly payments for O-Care and MySpaClub membership are held on a different system. Because it’s a secure payment system, we cannot see your personal bank account details for security reasons. Therefore please re-enter your details the first time you use MySpaDirect and ensure you’ve ticked BOTH the ‘create an account’ button at the top and the ‘save to account’ button when entering your bank details.


Order FAQS

How long will my order take to arrive?

If everything in your order is in stock then most orders will arrive within 1-2 working days. Please however allow for additional time as couriers and delivery services are under additional strain during the current pandemic.


Do you have free delivery?

Delivery is free on all orders over £50. Please ensure you select delivery rather than click and collect.


When are you open for click and collect?

If you have placed an order for click and collect then this will be available from 11am the next working day at your chosen showroom. MySpa Leicester is open 7 days a week. MySpa Cheshire is closed on Sundays.


Something I’ve ordered is on backorder/pre-order. What does this mean?

If one of your products is listed as ‘pre-order’ or ‘backorder’ then it means we don’t currently have it in stock but anticipate its arrival soon. We will dispatch the rest of your order/make available for click and collect and automatically dispatch the backordered products once we’re able to.


My order hasn’t been delivered

If you’re expecting a delivery then please check your email/account to make sure your order was processed successfully and was selected for delivery rather than click and collect. If you’d like to swap from click and collect then you may do so as long as you’ve met the £50 free delivery threshold. Please email orders@myspashop.co.uk


Something else has gone wrong

Don’t worry! We’ll get you sorted. Please send an email to orders@myspashop.co.uk