Shipping policy
Upon purchase via our online shop, your order will be processed within 3 business days. This holds true for both dry goods and livestock.
If you purchase live fish, we will contact you to arrange a suitable day for delivery whereby you must be available to sign for the delivery.
This will be via DX Courier’s pre 1pm service.
If you order fish on a Thursday or Friday, we will not be able to dispatch them until Monday at the earliest. We also do not dispatch dry goods on the weekend.
Invertebrates such as shrimp are sent via Royal Mail next day special delivery. You must be home to sign for your order.
Dry goods are shipped via Royal Mail 48 hour tracked service, and is available across all of England, Scotland, Wales, Northern Ireland, The Channel Islands, and the Isle of Man.
Live Fish (excluding invertebrates) cannot be shipped internationally or to postal code areas that cannot be reached within a timeframe that compromises welfare in transit (subject to change).
England:
DX Courier can ship to almost all parts of England but are limited with some postcodes in the Isles of Scilly and other tidal areas such as Barrow-in-Furness and the Holy Island of Northumberland.
DX can also ship to the Isle of Wight.
Congestion charges may apply for deliveries to Central London E1, EC, SE1, SE11, SW1, WC and W1 postcodes.
There is currently no service to Guernsey, Jersey or the Isle of Man.
There is currently no service to Ireland or Northern Ireland.
Scotland:
DX Courier can ship to most of the Scottish Lowlands with limited service to the Highlands. They cannot yet ship to the following Scottish postcodes:
AB30-56, DD8-10, DG3-DG14, FK17-21, HS, IV, KA18-19, KA26-28, KA29-30, KW, PA20-78, PA80, PH3-50, TD, ZE.
Wales:
DX can ship to all parts of Wales except postcodes LL35 to LL48.
If your postcode falls under one of the limited addresses, we will first check with DX to confirm whether or not they can deliver.
If DX are unable to deliver to you and you have made a purchase, we will have to cancel your order and issue you with a refund.
Please allow 5 – 10 business days for your refund to process.
Shipping
| Country/Region | Shipping Method | Cost | Shipping Time |
| United Kingdom | DX Courier Pre 1pm (Koi Carp & Pond Fish) |
£32.50 for Saturday Delivery |
Upon purchase we will contact you to arrange a suitable day for delivery. |
| United Kingdom | Royal Mail Next Day Special Delivery | £10.00 for Live Invertebrates | Upon purchase we will contact you to arrange a suitable day for delivery. |
| United Kingdom | Royal Mail 48 Hour Tracked | £3.11 for Dry Goods | 3-5 Business Days |
| United Kingdom | Large Goods Delivery | £50 - Large Filters and Equipment etc. | 3-5 Business Days |
Please note
- Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. This is outside our control. Normal service resumes immediately after each holiday.
- Please be aware that APO/FPO & PO Boxes are not accepted for Live Fish Shipping.
- Incorrect address details, customs clearance procedures, and other issues may cause a delay in delivery.
Tracking Your Order You will receive an email notifying you once your order has shipped. The email will include a unique parcel tracking number. The status of your order can be reviewed by going to the Royal Mail or DX websites.
Live Arrival Guarantee - Important – Please Read
Our livestock orders are sent in pristine condition and are packed with great care. All bags are filled with oxygen, and they will be double bagged for extra security.
To acclimatise your livestock please read this document in its entirety, then follow the instructions below.
A) Open the box flaps or lid half way to allow some light in, then leave for 5 minutes. Your livestock has been in total darkness during transit, so this is to prevent them from being shocked when being taken out of the box.
B) Float the fish bags in your pond or aquarium for around 30 minutes. This will help the water inside the bag match the temperature of the water in your pond / aquarium.
C) After 30 minutes, open the bag and add some of your pond / aquarium water, increasing the water level in the bag by about an inch, then leave for a further 3 minutes.
D) Repeat the step above 3 more times, ensuring that the bags remain open.
E) After this, you can release your fish.
Our livestock orders come with a live arrival guarantee. In the rare event of any issues with your delivery, please follow the instructions below.
If the livestock arrives and is clearly dead or you are otherwise concerned about its condition, please call us immediately on 02392 455243 so we can guide you through the following:-
A) Please float the livestock as per the instructions above (Step B) and allow them to come up to temperature. Many times fish can be brought around after doing this.
B) If after this the livestock has not recovered, leave the bag sealed. Do not open it.
C) Please take a clear photo and/or video of the affected fish in the bag, showing that the bag is still sealed with the rubber bands.
D) Send the photo / video to our shop email at info@koihut.co.uk
If the bag is opened and the fish removed from the bag before photographic evidence is sent to us, then unfortunately this will void your live arrival guarantee.
Please note that our summer opening hours are 10am – 5pm Monday to Saturday,
and 10am – 3pm on Sunday.
Calls made outside of this time will not be answered as the shop will be closed. Emails will not be picked up with the urgency that this situation merits, so please ensure to telephone so that we are able to help you as much as possible and resolve any issues in a timely manner.
Note for taxes Our customers do not need to pay import fees, duties, or VAT (Valued Additional Tax). However, some limited countries (especially some European countries such as Germany, Italy, the UK, Canada, etc.) may need to pay duties or VAT according to your countries’ levying rules.
For further inquiries: If you have any further questions, please contact our customer services at: Info@koihut.co.uk 8 New Lane, Havant, Hampshire, United Kingdom, PO9 2JH Phone: 02392 455243