Last updated: 06/10/2023

To return an item, please email customer service at info@shoshakoi.co.uk to obtain a Return Merchandise Authorisation (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and mail your return to the following address:

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

Refunds

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least seven (7) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your bank/credit card company. We will notify you by email when your return has been processed.

Exceptions

Under no circumstances can Live Koi be returned, this is due to bio-security laws we abide by. For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange.

Cancellations

After an order has been placed and payment is received, we cannot accept cancellations.

Notes

Sale items are FINAL SALE and cannot be returned.

Questions

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