Delivery Policy
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.
Please note: When ordering Live Koi, these are only dispatched once we have spoken to you. Once a week we will email those awaiting deliveries to plan a delivery day for the following week. We do NOT send out Koi without prior consent as Koi cannot "be left" at your door. They must be signed for. Incase you haven't heard from us, please do get in touch. Delivery days for Koi are Wednesday, Thursday or Friday. Monday, Tuesday, Saturday and Sunday are NOT eligible for Koi deliveries.
Delievery rates and delivery estimates
Delivery charges for your order will be calculated and displayed at checkout. Dry Goods 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. Recently we have experienced some postcodes in Dorset not allowing Live Koi to be sent to, please get in touch first before using the delivery option.
Big items such as Filtration incur a £35 delivery due to using a pallet delivery system. These require a couple days notice, so prior consent and agreement with customer is a must. We will NOT send pallets out unannounced.
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 (typically the parcel gets to the depot around midnight, this is when the tracking information becomes live).
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. Please make sure your address is correct, particularly when using Apple/Google Pay.
We will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package. To reschedule delivery will cost £15.00 regardless of parcel size, this is due to the collection and re-delivery to the correct address.
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: 01572 729895
- Email: info@shoshakoi.co.uk