Shipping & Returns | World of Koi

SHIPPING & RETURNS

Here at World of Koi we pride ourselves on our prompt delivery service to get the products you need to you as soon as possible. We try to subsidise postage and packaging costs to keep prices to a minimum.

We use APC for all Koi deliveries and standard dry goods deliveries, due to them being one of only a few companies to be licensed to deliver live Fish, they were the first to offer this service in the UK and have many years of experience.

Below are the details of the different delivery services we offer.

APC Standard Delivery (Except Koi/Filtration)

We offer FREE Delivery as standard on orders over £100.00. For orders up to £99.99 there is a Postage and Packing charge of £5.95. This is a tracked next working day delivery, we always strive to pick, pack and dispatch all orders placed before 2:00pm within 48 hours.

For deliveries to Northern Ireland, the Scottish Highlands and the Isle of Wight, there is a standard delivery charge of £25.95. Orders over £200.00 qualify for free delivery. For a full list of postcodes applicable to this delivery service, please see the attached pdf.

It is essential that you provide an email address/contact number for deliveries. APC will attempt to deliver the item once at the address provided. If no-one is in to sign for it, they will keep the parcel for a week. They will then use your contact info to send a message to you to re-arrange the delivery for a day that is suitable. They will also send a confirmation message to say when the delivery has been completed.

Due to APC deliveries requiring a signature upon arrival, if no-one is home to sign for the order then a work address would be more suitable.

All Next Working Day deliveries can be delivered any time from 8am up to 5pm the next working day.

APC Koi Deliveries

We offer a pre 12pm Next Working Day delivery on Koi shipments. The charge for this is £29.95 per box. Multiple koi can fit in one box, especially the small Tosai mixes. We take every precaution to ensure that your koi arrive to you in the optimum condition possible. The boxes they are dispatched in are double walled, bespoke made, double bagged and insulated with the correct level of water and oxygen. If more than one box is required, we will pack accordingly to provide the best conditions possible (dependant on size/quality of koi)

Koi will not be sent unless we have confirmed a delivery date with you either by phone or by email. You must provide us with a contact number and email address.
Every Monday those that have opted for delivery that week will be emailed regarding deliveries for the coming week. Please respond to the email with requested information. Delivery days are Wednesday, Thursday or Friday.

Please Note: We do not deliver to the Scottish Highlands or Northern Ireland. Some postcodes are restricted for Koi deliveries. Please see attached pdf for the complete list. We apologise for any inconvenience.

Royal Mail 1st Class Delivery

Some items will have the option of being posted out via Royal Mail 1st Class delivery at a £3.95 charge. This is for items that can fit into a small jiffy bag like sachets of treatments. This can be ideal as it can be posted through your door if no one is home to receive the delivery, as well as keeping delivery cost low. We always strive to pick, pack and dispatch all orders placed before 2:00pm within 48 hours.

Since the impact of the Covid Royal Mail 1st Class delivery service tends to be between a 1-3 day service. So, if items are needed asap, it may be best to upgrade to the standard APC delivery to make sure the item arrives sooner.

Larger Items & Filtration/ Pallet Deliveries

For larger items like filtration deliveries will be sent via a pallet courier. These are sent for Next Working day delivery from 8am – 5pm. They will be delivered by lorry with a tail lift and will be left outside your property. Pallet charges are £59.95.

Due to the pallet needing to be left at your property someone will need to be in to sign/take the delivery. Because of this will need to confirm a delivery date that will be suitable before the pallets are dispatched. Please make sure you leave an email/telephone number on the order so we can get in contact with you to arrange this.

Please note: Some postcodes are not applicable for the standard pallet charge due to extremely high costs and no available next-day service. We may be able to arrange a pallet delivery for these areas at an extra cost so if you require a pallet delivery to any of the below postcodes, please ring us for a specialised quote. To see a full list of all restricted postcodes for pallet deliveries, please see the attached pdf.

Delivery Terms & Conditions:

"Next Working Day" refers to weekdays and exclude weekends and Bank Holidays.
Next Working Day delivery is available on all in stock items if ordered before 2:00pm on a working day unless stated. This excludes remote areas such as the Scottish Highlands and Islands, and UK Offshore destinations which will receive a 2-4 day delivery service depending on location.
Orders received after 2pm on Friday, a weekend or bank holiday will be dispatched on the next available working day.
World of Koi will not be liable for any consequential loss caused by damaged or faulty items, delay in dispatch or delays by carriers.
We cannot accept any liability involving third party contractors and would advise that no arrangements be made for installation until you are in receipt of your order.
Goods must be signed for upon delivery and any damages / shortages reported to World of Koi within 24 hours of receiving them.
While 90% of all our orders are dispatched the same day or the following working day, we are unfortunately unable to fully guarantee that all orders will arrive on time. We use a premium delivery service and subsidise the cost to provide a higher level of service for a lower price, but unfortunately delays can sometimes occur.

Cancellation/Returns Policy

If you wish to cancel your order you can do so within 14 days of receipt of your products. To do so please contact us at eric@worldofkoi.co.uk for authorisation.
Products are to be returned in the condition they were sent to World of Koi, 116 Crest View Drive, Petts Wood. Kent. BR5 1BX In the unlikely event an incorrect/damaged product has been sent, please get in touch with us at eric@worldofkoi.co.uk In this case we shall replace the product.
Returning products is done so at your own cost.
The products being returned must be securely packed to avoid damage. We recommend returning the products by recorded delivery.
World of Koi does not accept responsibility for goods returned by a customer, which are not received, unless proof of delivery to us or receipt by carrier is supplied.
World of Koi will refund all sums paid by you if the items are in the condition at which they were sent.
Return of goods after 14 days is at our own discretion.
Goods are not allowed to be tried/tested.
We process returns as quickly as possible. Please allow up to 3-5 days for us to handle your product return.
This refund policy does not affect your statutory rights.
Products that are specially made i.e., custom filtration, cannot be returned for refund unless faulty or damaged.

Koi Returns Policy

Once koi have left our premises, we cannot accept any responsibility for them thereafter.
Koi cannot be returned.

General Koi Purchasing Terms & Conditions

All Koi undergo our strict 6 week double heat ramp quarantine procedure.
Koi must be paid for in full.
We do not refund/credit if you simply do not like the Koi upon viewing. We will not be responsible for the quality decline of the koi under our care. Just as we will not charge more if the quality improves under our care. So please make sure you are happy with it on purchase. We recommend viewing on site where possible. You statutory rights are not affected.
If you want to change the Koi you have purchased, regardless of reasoning, this can be done within 14 days of original purchase, to the same value/or more. (Only for koi that are still with us)
If death does occur under our care we will issue a credit/refund.
Genders are not guaranteed (unless specified i.e. Female guarantee).
If a Female guarantee Koi is later to be found out male, sufficient proof will be required to receive a credit.
Due to bio security under no circumstances can Koi be returned.

Warranty Returns Policy

All Products come with a standard seller 1 year guarantee which can be returned, if faulty, to us for a replacement. Proof of purchase and a description of the fault must accompany the return.
Products with an extended manufacturers guarantee will need to contact the company which offers this additional warranty.
If you feel the product is faulty, please contact us for authorisation.
Products are to be returned to World of Koi, 116 Crest View Drive, Petts Wood, Kent. BR5 1BX.
Returning products is done so at your own cost.
We recommend returning the products by recorded delivery.
World of Koi does not accept responsibility for goods returned by a customer, which are not received, unless proof of delivery to us or receipt by carrier is supplied.
Upon receipt of the faulty product a replacement product will be sent out at no extra charge