Shipping Terms

At Complete Koi & Aquatics, we aim to process and dispatch all online orders as quickly as possible.

Order Processing

For same-day processing, orders must be placed by 12:00 PM.

Our working days are Monday to Friday, excluding Bank Holidays and our Christmas holiday period.

Orders placed on Saturday, Sunday or Bank Holidays will be processed on the next working day.

We do not currently offer Saturday delivery for online orders.

This delivery policy applies to UK mainland addresses only. For other destinations, please contact our Head Office on 01204 582105 or email info@completekoi.com.

Delivery Charges & Options

Free Delivery — Orders Over £49

Orders over £49.00 qualify for free delivery.

Depending on the size and weight of your order, delivery may take between next working day and 5 working days.

Free delivery excludes livestock and may not be available to certain UK addresses.

Next Day Tracked Delivery — £7.99

For eligible orders, Next Day Tracked Delivery is available for £7.99 via APC.

APC will provide automated delivery notifications by text or email, including an allocated delivery timeslot where available.

Royal Mail Standard Delivery — £5.99

Orders under £49.00 may be eligible for our standard Royal Mail delivery service, charged at £5.99.

Delivery typically takes 2–3 working days.

Palletised Deliveries — Large & Fragile Items

Large or fragile items, including certain aquariums and fish tanks, cannot be shipped using standard courier services and will therefore be sent via palletised haulage.

The following information applies specifically to palletised deliveries.

Kerbside Delivery

Pallet deliveries are made using large delivery vehicles and are kerbside only.

Drivers are not responsible for moving goods from the vehicle into your property. Please ensure that you have suitable assistance available if you require help moving the item from the kerbside.

Access Restrictions

Please inform us in advance if your delivery address has any access restrictions that could prevent a large delivery vehicle from reaching the property.

Examples include:

Narrow lanes
Steep or difficult driveways
Limited turning space
Low bridges
Restricted or difficult access

If the delivery vehicle is unable to complete the delivery due to restricted access, an additional re-delivery or collection charge may apply.

A smaller vehicle, such as a Luton van, may be required to complete the delivery and additional charges may apply.

Pallet deliveries are usually free to UK mainland addresses. Customers outside mainland UK will be contacted before their order is processed if additional delivery charges apply.

Pallet Delivery Times & Delays

Delivery dates and times for palletised consignments are estimates only and cannot be guaranteed.

We request that the delivery driver calls ahead where possible, but this cannot be guaranteed.

Once a palletised consignment has left our premises, delivery is handled by the third-party haulage provider. While we cannot control delays caused by the delivery company, we will always assist in resolving any issues and liaise with the carrier where appropriate.

Once a palletised consignment has been dispatched, it cannot be cancelled or refunded.

Important — Please Check Your Pallet Delivery

Please inspect the packaging and goods carefully before accepting your pallet delivery.

If there is any visible damage to the packaging or goods, you should either:

Refuse the delivery, where possible; or
Clearly record the damage on the delivery paperwork and take photographs before signing.

If you sign for the goods as "received in good condition", this may affect our ability to make a claim with the carrier for visible transit damage.

Damaged Pallet Deliveries

Please check the item for damage as soon as possible upon delivery, ideally while the driver is still present.

If you suspect that your item has been damaged in transit:

Take clear photographs of the packaging and any visible damage.
Keep all original packaging materials.
Do not dispose of any packaging until the matter has been fully resolved.

Original packaging may be required when investigating a transit-damage claim or arranging a return.

If a customer accepts a pallet delivery without reporting visible damage at the time of delivery and/or disposes of the packaging, additional return or collection arrangements may be required. Any applicable collection or return costs will be discussed with the customer.

Fish Deliveries

All fish purchased from Complete Koi & Aquatics are shipped via APC using a next-day, non-conveyable, wet delivery service with an AM delivery timeslot.

Due to fish welfare, we are unable to offer afternoon delivery for livestock.

Fish are carefully packed with sufficient oxygen and water for safe overnight transportation. They are transported securely within the caged area of the delivery vehicle and handled with care.

When Your Fish Arrive

To help your fish settle safely into their new environment:

Float the sealed bag in your pond for approximately 30 minutes to allow the temperature to acclimatise.
Gradually introduce small amounts of pond water into the bag over approximately 15 minutes.
Carefully release the fish into their new environment.

Out-of-Stock Items

If an item you have ordered is unexpectedly out of stock, we will contact you by phone or email to discuss the available options.

Split Deliveries

Orders will normally be shipped as one delivery.

If you require your order to be split into multiple shipments, please contact us before dispatch. Additional delivery charges may apply.

Delivery Areas

The delivery options and charges shown at checkout apply to UK mainland addresses unless otherwise stated.

For deliveries to areas outside UK mainland, including certain remote or offshore locations, please contact us before placing your order so that we can confirm the available delivery options and any additional charges.

Complete Koi & Aquatics
Tel: 01204 582105
Email: info@completekoi.com