Shipping Terms
At Complete Koi & Aquatics, we aim to process and dispatch all online orders as quickly as possible.
For same-day processing, orders must be placed before 12:00 PM.
Working days are Monday to Friday, excluding Bank Holidays and Christmas holiday periods.
Orders placed on Saturdays, Sundays, or Bank Holidays will be processed on the next working day.
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 Options & Charges
2–3 Day Tracked Delivery – EVRI
Our standard delivery service is provided via EVRI Tracked Delivery.
- Orders under £49.00: £3.99 delivery charge
- Orders over £49.00: Free delivery
Delivery typically takes 2–3 working days from dispatch.
Tracking updates will be provided once your order has been dispatched.
Depending on product size, weight, and courier requirements, delivery times may vary.
Excludes livestock and certain oversized or restricted items.
24 Hour Tracked Delivery – EVRI (£5.99)
Customers can upgrade to 24 hour tracked delivery with EVRI for £5.99 at checkout.
Tracking updates will be provided once your order has been dispatched.
Please note that delivery times are estimates and may vary due to courier delays, peak periods, or circumstances outside of our control.
Pallet Drop Deliveries
Large / Fragile Items (e.g. Fish Tanks & Aquariums)
Large or fragile items that cannot be shipped using standard courier services will be delivered via palletised haulage.
Deliveries are made using large vehicles and are kerbside delivery only. Drivers are not responsible for moving goods into your property.
If there are access restrictions at your address, such as:
- Narrow lanes
- Steep driveways
- Limited turning space
- Low bridges
- Restricted vehicle access
please inform us before placing your order.
If the delivery vehicle cannot safely complete delivery due to access restrictions, additional charges may apply. This may include a re-delivery fee or the use of a smaller vehicle such as a Luton van.
Pallet deliveries are usually free to mainland UK addresses. Customers outside mainland UK will be contacted before processing if additional delivery charges apply.
Delivery Timing
Delivery dates provided are estimates only.
We request that drivers call ahead where possible, but this cannot be guaranteed.
Complete Koi & Aquatics cannot be held responsible for delays once an order has left our premises.
Once a palletised consignment has been dispatched, it cannot be cancelled or refunded.
Important – Before Accepting Delivery
Please inspect all packaging carefully when your order arrives.
If there is visible damage, you must either:
- Refuse the delivery, or
- Clearly note the damage on the delivery paperwork and take photographs before signing.
Signing for goods as “received in good condition” confirms that the item arrived without visible damage.
Condition & Packaging
All items should be checked for damage as soon as possible after delivery.
If you suspect any damage:
- Retain all packaging materials for inspection or possible return.
- Do not dispose of packaging until the issue has been fully resolved.
Failure to retain packaging may invalidate any claim for transit damage.
If a customer accepts a pallet delivery without reporting damage at the time of delivery and/or disposes of the packaging, they may be required to return the aquarium at their own cost or pay a collection fee.
Liability
Complete Koi & Aquatics cannot be held responsible for delays or damage caused by third-party couriers once items have left our premises.
However, we will always assist in resolving any issues in line with the courier’s or distributor’s terms.
Fish Deliveries
All fish purchased from Complete Koi & Aquatics are shipped using APC as a next-day, non-conveyable, wet delivery with an AM timeslot.
Due to fish welfare requirements, we are unable to offer afternoon delivery for livestock.
Fish are packed with sufficient oxygen and water to ensure safe overnight transport. They are securely stored within the caged area of delivery vehicles and handled with care throughout transit.
When your fish arrive:
- Float the sealed bags in your pond for approximately 30 minutes to allow the temperature to equalise.
- Gradually add small amounts of pond water into the bag over approximately 15 minutes.
- Carefully release the fish into their new environment.
Out of Stock Items
In the unlikely event that an item you order is out of stock, we will contact you by phone or email.
Split Deliveries
Orders are normally shipped in one delivery.
If you would like your order split into multiple shipments, please contact us.
Additional delivery charges may apply.
Hi Adam,
Just wondering if you could please glance over this and see if it reads well? ChatGPT magic, but keen to have a human cast his eye over it. It’s obviously bastardised from what we already had in place.
Shipping Terms
At Complete Koi & Aquatics, we aim to process and dispatch all online orders as quickly as possible.
For same-day processing, orders must be placed before 12:00 PM.
Working days are Monday to Friday, excluding Bank Holidays and Christmas holiday periods.
Orders placed on Saturdays, Sundays, or Bank Holidays will be processed on the next working day.
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 Options & Charges
Free 2–3 Day Tracked Delivery – EVRI
Orders over £49.00 qualify for free 2–3 working day tracked delivery.
Depending on product size, weight, and courier requirements, delivery times may vary.
Excludes livestock and certain oversized or restricted items.
EVRI tracking updates will be provided once your order has been dispatched.
24 Hour Tracked Delivery – EVRI (£5.99)
Customers can upgrade to 24 hour tracked delivery with EVRI for £5.99 at checkout.
Tracking updates will be provided once your order has been dispatched.
Please note that delivery times are estimates and may vary due to courier delays, peak periods, or circumstances outside of our control.
Pallet Drop Deliveries
Large / Fragile Items (e.g. Fish Tanks & Aquariums)
Large or fragile items that cannot be shipped using standard courier services will be delivered via palletised haulage.
Deliveries are made using large vehicles and are kerbside delivery only. Drivers are not responsible for moving goods into your property.
If there are access restrictions at your address, such as:
- Narrow lanes
- Steep driveways
- Limited turning space
- Low bridges
- Restricted vehicle access
please inform us before placing your order.
If the delivery vehicle cannot safely complete delivery due to access restrictions, additional charges may apply. This may include a re-delivery fee or the use of a smaller vehicle such as a Luton van.
Pallet deliveries are usually free to mainland UK addresses. Customers outside mainland UK will be contacted before processing if additional delivery charges apply.
Delivery Timing
Delivery dates provided are estimates only.
We request that drivers call ahead where possible, but this cannot be guaranteed.
Complete Koi & Aquatics cannot be held responsible for delays once an order has left our premises.
Once a palletised consignment has been dispatched, it cannot be cancelled or refunded.
Important – Before Accepting Delivery
Please inspect all packaging carefully when your order arrives.
If there is visible damage, you must either:
- Refuse the delivery, or
- Clearly note the damage on the delivery paperwork and take photographs before signing.
Signing for goods as “received in good condition” confirms that the item arrived without visible damage.
Condition & Packaging
All items should be checked for damage as soon as possible after delivery.
If you suspect any damage:
- Retain all packaging materials for inspection or possible return.
- Do not dispose of packaging until the issue has been fully resolved.
Failure to retain packaging may invalidate any claim for transit damage.
If a customer accepts a pallet delivery without reporting damage at the time of delivery and/or disposes of the packaging, they may be required to return the aquarium at their own cost or pay a collection fee.
Liability
Complete Koi & Aquatics cannot be held responsible for delays or damage caused by third-party couriers once items have left our premises.
However, we will always assist in resolving any issues in line with the courier’s or distributor’s terms.
Fish Deliveries
All fish purchased from Complete Koi & Aquatics are shipped using APC as a next-day, non-conveyable, wet delivery with an AM timeslot.
Due to fish welfare requirements, we are unable to offer afternoon delivery for livestock.
Fish are packed with sufficient oxygen and water to ensure safe overnight transport. They are securely stored within the caged area of delivery vehicles and handled with care throughout transit.
When your fish arrive:
- Float the sealed bags in your pond for approximately 30 minutes to allow the temperature to equalise.
- Gradually add small amounts of pond water into the bag over approximately 15 minutes.
- Carefully release the fish into their new environment.
Out of Stock Items
In the unlikely event that an item you order is out of stock, we will contact you by phone or email.
Split Deliveries
Orders are normally shipped in one delivery.
If you would like your order split into multiple shipments, please contact us.
Additional delivery charges may apply.
