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Free UK shipping on orders over £49.00*
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Shipping Terms

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 by 12:00 PM.
Working days are Monday to Friday (excluding Bank Holidays and Christmas holiday periods).
Orders placed on Saturday, Sunday, or Bank Holidays will be processed on the next working day.
We do not currently offer a Saturday delivery option online.

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

 

How Much is Delivery?

Free Delivery
Orders over £49.00 qualify for free delivery. Depending on product size and weight, delivery may take from next day to 5 working days.
Excludes livestock and may not apply to certain UK addresses.

Next Day Tracked Deliveries – £5.99
Customers may select Next Day Tracked Delivery for £5.99 via APC.
Automated messages will be sent by text or email with an allocated delivery timeslot.
APC are the only licensed livestock couriers in the UK.

Pallet Drop Deliveries (Large / Fragile Items, e.g. Fish Tanks)

Large or fragile items such as aquariums that cannot be shipped by standard couriers will be sent via palletised haulage.
Deliveries are made by large vehicles and are kerbside only. Drivers are not responsible for moving goods into your property.

If there are access restrictions at your address (e.g. narrow lanes, steep driveways, limited turning space, or low bridges), please inform us in advance.
If the delivery vehicle cannot complete delivery due to restricted access, you may be charged a re-delivery fee, which could involve using a smaller vehicle such as a Luton van.

Pallet deliveries are usually free to mainland UK. Customers outside mainland UK will be contacted before order processing if additional charges apply.

Delivery Timing

Delivery dates are estimates only.
We request that drivers call ahead where possible, but this cannot be guaranteed.
Complete Koi & Aquatics cannot be held liable for delays once your 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 upon arrival.
If there is visible damage, you must either:

  • Refuse the delivery, or

  • Note the damage clearly on the delivery paperwork and take photographs before signing.

Signing for goods as “received in good condition” confirms that the item arrived undamaged.

Condition & Packaging

All items should be checked for damage as soon as possible after delivery, ideally while the driver is still present.
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 via APC as a next-day, non-conveyable, wet delivery with an AM timeslot.
Due to fish welfare, we are unable to offer afternoon delivery.

Fish are packed with sufficient oxygen and water to ensure safe overnight transport. They are kept securely in the caged area of delivery vans and handled with care.

When your fish arrive:

  1. Float the sealed bags in your pond to acclimatise for about 30 minutes.

  2. Gradually introduce small amounts of pond water into the bag over 15 minutes.

  3. Carefully release the fish into their new environment.

Royal Mail Deliveries – £3.99

Orders under £49.00 may use our standard Royal Mail delivery service for £3.99.
Delivery typically takes 2–3 working days.

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.