Delivery & Returns

Delivery

All deliveries are made using a courier or pallet service, this is usually Next Working Day (Before 4pm) delivery for smaller items and 2-3 Days for larger items.
Deliveries are made Monday - Friday
Saturday & Special Services (e.g. Before 9am, Before 12pm) Deliveries can be arranged for an additional charge.
Please Note: Quoted standard delivery charges are for Mainland UK Only.
If there is a specific day you require delivery please contact us on the day the order is placed.
The Courier Service will make 3 delivery attempts, the Pallet Service will only make one attempt and then will be by arrangement only and will incure additional charges.

Delivery Charges:

• Orders Under £39.99: £5.99 (Exclusions Apply)
  
• Orders Over £39.99: Free (Exclusions Apply)
• Corals: £15.00 Per Box up to 15 Kg (Before 12pm Service)
• Koi/Pond Fish: Per Box up to 15 Kg: £35.00 (Before 9am Service) or £25.00 (Before 12pm Service). Please Contact Koi Sales
  
• Pre-formed Ponds: Charged at Courier Rate (Size of Van, Distance) - Please enquire for more details. 

Please Note: Box weights for Corals & Koi/Pond Fish include water and packaging weights
Standard Shipping Exclusions Include: Livestock, Pre-formed Ponds, Water Features (Manufacturer Direct Delivery), Filtration Equipment (Manufacturer Direct Delivery), Specialist Aquariums (Manufacturer Direct Delivery). Please Contact us for other Exclusions.

Returns

We pride ourselves on customer service and want happy customers, we will replace any product if it has a defect, a replacement will be shipped to you upon receipt of the faulty item.
Please Note: Manufacturers may request items be returned for testing before a Replacement or Refund can be issued.
Please be careful when selecting an item, if you are not fully satisfied with your purchase you have up to 7 days after delivery of your order to return it to ourselves in a saleable condition.
If you have any questions regarding a product or its effects, please Contact Us and we will do our best to answer your questions.

Any returned Non-Faulty goods must be unused and in saleable condition in the original packaging.
Please Note: Items removed from sealed packaging that can not be resealed for resale cannot be returned unless faulty.

All Returns must be accompanied by Proof of Purchase

If returning a product to us, please email Returns with the details before doing so as then we can expect your delivery back to ourselves and can process your return faster.

Please post items for return to:

The Japanese Koi Company - Returns
Hitchin Road,
Henlow,
Bedfordshire
SG16 6BB

Please send your item via a Post Office where you can obtain a receipt of delivery.
Also, please include your Name, Order Number and Reason for Return.

We request that all items are checked for damages before accepting delivery.
All Items are inspected before despatch.

Damaged/Faulty Items:

• All Damaged items must be reported within 24 hours of receipt, Please Contact Us.
• All Faulty items must be reoprted within the warranty period, faults reported outside of the warranty period will not be entertained.

Please Note: The Japanese Koi Company reserves the right to request any item reported as faulty to be returned to us for manufacturer testing.

Made to Order Items: Any item that is manufactured to customer specifications will not be eligible for Return, the only exception to this will be if the product has a manufacturing defect, in this cases the product will be replaced when a suitable replacement is available.

Unwanted Items: Must be returned unused and in saleable condition and must be accompanied by proof of pruchase
                             Please Note: Unwanted Item Returns are Subject to a 25% Handling Fee

Warranty Returns: Proof of purchase is required for all Warranty Returns, items may be subject to manufacturer testing before the Return or Refund can be completed

We are unable to offer a refund for postage of these items which may be either refunded or where replacements can be dispatched immediately.

Your purchases are covered under and we abide by the Consumer Protection (Distance Selling) regulations 2000