Shipping policy

1. Shipping Area

We ship live fish to mainland UK only.
We do not currently offer shipping to Northern Ireland, offshore islands, or international destinations.

2. Booking Shipping

Once a fish has been purchased, collection or delivery must be arranged and completed within 7 days.
If shipping is not arranged within this timeframe, the fish may incur holding fees or the order may be handled under our general sales terms.

3. Packaging & Courier

All fish are bagged, boxed, and oxygenated to industry standards for live fish transport.
The customer is responsible for ensuring someone is present to receive the delivery on the first attempt.

4. Dead on Arrival (DOA) – Fish up to 50cm

For fish up to 50cm, we offer a Dead on Arrival (DOA) guarantee when shipped by our recommended overnight courier.
In the event of DOA, we can offer either:
- A similar replacement fish (subject to availability), or
- Store credit for the value of the fish, valid for 6 months.
DOA claims must be reported immediately upon delivery, with clear evidence as requested (e.g. photos/video of the unopened or freshly opened box and fish).

5. Fish Over 50cm

We do not recommend sending fish over 50cm by overnight courier.
If the buyer chooses to proceed against this advice, shipping is entirely at the buyer’s risk and no DOA guarantee applies for fish over 50cm.

6. Returns & Biosecurity

Once koi have left our premises, they cannot be returned under any circumstances.
This is due to biosecurity procedures and regulations set by CEFAS.

If you’d like, I can now do a matching returns/refunds policy to sit alongside this on your website or paperwork.