Delivery Policy

Christmas Delivery Schedule

Orders placed up to 1pm on the 22nd of December will be sent out on the 23rd of December for delivery on the 24th. Thereafter, any orders made will be dispatched when the courier returns back to normal operation on the 2nd of January 2025.

Next Day Delivery processing time

We offer Next Day Delivery providing the order is received before 1pm. As much as we'd love to guarantee next day delivery, unfortunately we can't. However, so far 99.9% of orders have arrived next day. All orders are processed within 1–2 business days of receipt product dependant. Orders are not processed or shipped from Friday 1pm through Sunday, or holidays.

If we are experiencing a high volume of orders, delivery may be delayed (particularly those due to be sent out on a Monday) We have to prioritise the earliest orders. If your delivery experiences a significant delay for whatever reason, we will contact you via email or phone.

Delievery rates and delivery estimates

Delivery charges for your order will be calculated and displayed at checkout. Orders over £50 include free delivery, orders under £50 attract a £6.95 shipping fee. Live Koi have a flat rate of £30 per box. Northern Ireland and some parts of Scotland has a flat rate of £25 per order, unfortunately Live Koi are not able to be delivered to Northern Ireland. Live Koi can be sent to Scotland, however please get in touch prior to placing an order as we would need to check the best delivery option, in most instances you will have to collect from an APC depot.

Delivery Confirmation and Order Tracking

You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours.

Customs, Duties, and Taxes

We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).

Damages

We pack with utmost care, but damages are inevitable on the odd occasion. We are not liable for any products damaged or lost during shipping. If you received your order damaged, please email us as soon as possible with relevant information and images. We will then raise a complaint with the courier. Save all packaging materials and damaged goods before filing a claim.

Incorrect Shipping Addresses and Refused Delivery

We make every attempt to validate the shipping address provided at checkout to ensure it’s recognised as a valid address. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded.

We will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.

>Missing or Stolen Shipments

If you didn't receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible:

• Telephone: 07494 037 675
• Email: info@shoshakoi.co.uk