Delivery & Returns

Delivery & Returns

At Perfect Ponds and Koi we aim to deliver orders as soon as possible, using a variety of delivery services to give the most cost effective delivery whilst maintaining our high standards of service for our customers.

We offer free delivery on most orders over £99 excluding fish deliveries and large/heavy items.

For all fish deliveries and the larger dry goods items we use DX. DX are one of only a handful of companies that offer this service and have the correct insurances and licences in place to handle live animals. For any smaller items we use Royal Mail.

The following is the details of the delivery services we offer, we reserve the right to change this at any time.

DX Secure Flex Next Day Signature (Excluding Live Fish/Large Pallet Items)

This applies to most items under 1.5m in Length for items over 1.5m an additional £3.00 will be applied to all orders. We are only able to despatch any item upto 2m in length.

Heavier items that do not require a pallet delivery will incur a charge of £15.00

If you would like to order anything over 2m then please call us to see if we can arrange delivery for you.

Free Delivery is available on all orders over £99. Orders for £98.99 and below will be subject to a post and packing charge of £6.95. This delivery service is tracked and requires a signature for the parcel to be delivered. We aim to despatch the order within 24 hours of receiving your order subject to stock availability.

We are able to offer a delivery service on Saturday for an additional £6.50 on top of the above postage charges, please get in touch if you would like us to arrange a Saturday Delivery.

The following areas will incur additional postage charges and longer delivery times:

  • Inside London’s Congestion Zone
  • Isle of Wight
  • Northern Ireland
  • Scottish Highlands
  • Offshore Islands

We are unable to deliver to the republic of Ireland and Northern Ireland postcodes BT1-BT67

When placing the order please provide an email address and contact number. DX will give you a 2 hour window for delivery so you can make arrangements to receive the parcel, if they cannot get a signature for delivery a calling card will be left and you will receive a message to advise to re arrange delivery or collect your parcel from an arranged location.

The delivery can be anytime between 8am and 6pm

Royal Mail 1st Class Post

Some smaller Items can be delivered by Royal Mail 2nd class tracked signature 48, this is a slightly slower service but is more cost effective at £3.95 and will deliver on a Saturday at no extra charge although this cannot be requested specifically. If you are not able to receive your order it can easily be collected form your local sorting office or collection point.

DX Secure Flex Fish Deliveries

We can deliver Koi and other fish before 1pm on a next day delivery service (from being packed). The postage charge for this is £29.95 for a week day and £39.95 for delivery on a Saturday. It is possible to fit multiple fish into 1 box. Should the amount of fish bought exceed the box limit an additional box charge will be added to your order, prices as above. The fish will be provided with the best possible environment to travel in. They will be double bagged with added oxygen and the correct amount of water in strong double walled boxes.

When making a purchase of fish for delivery it is essential that an email address and phone number is provided for us to arrange delivery with yourselves. The date that they can be delivered will vary depending on the availability of a authorised member of staff available to fulfil your order. A Saturday will require to be arranged over the phone with us.

There are some restrictions to what postcodes Live fish can be delivered to due to the delays that can be experienced for such areas we are unable to deliver to the following areas:

  • Northern Ireland
  • Republic Of Ireland
  • Scottish Highlands Except AB54-AB56
  • All Off Shore Highlands

Pallet Deliveries

Such items for example may include large Filters. These will be delivered using a pallet service and will come on a tail lift delivery lorry to kerbside only at a cost of £59.95. You will be required to move the item to within your property from the roadside or driveway, so it is essential to provide your telephone number and email address to arrange delivery as the item will need to be signed for.

Please note some large filters can be despatched direct from suppliers and will not be subject to the pallet charge and this will be calculated at checkout. Please get in touch if you are unsure.

Some postcodes are not available for pallet deliveries at this cost if this is the case we will contact you as soon as possible to either take additional payment to deliver the item or issue a refund. At the moment this differs from the network of pallet couriers used so has to be resolved on a case by case basis.

 Delivery Terms & Conditions:

  • “Next Day” is from the time of despatch and does not include Sundays & Bank Holidays.
  • We will attempt to despatch all orders within 24 hours. We reserve the right to extend this period if required.
  • All orders received on a Friday/Saturday & Sunday will be despatched the following working day if possible.
  • Perfect Ponds & Landscapes Ltd T/A Perfect Ponds & Koi will not be liable for any losses caused by delay in despatch or delivery by couriers or if the goods are damaged or faulty for any reason.
  • We will not accept any liability for the delays caused by third party contractors waiting for goods to be delivered.
  • Deliveries must be signed for and checked for any missing items or any damages. This must be reported to us within 48 hours and you may be asked to provide proof of the damage before we can arrange a replacement or refund.

Cancellation/Returns Policy

If you decide to cancel your order this can be done within 14 days of receiving your order. You must contact us on 01564 703018 or preferably email sales@perfectpondsupplies.co.uk

Products must be returned undamaged in the original packaging to: Unit 7 Perfect Ponds & Koi, Earlswood Garden Centre, Forshaw Heath Road, Earlswood, Solihull, B94 5JU. Please put a copy of your purchase receipt with the item so we can identify your return.

Should an item be delivered either incorrect or damaged please contact us on 01564 703018 or preferably email sales@perfectpondsupplies.co.uk. Once the wrongly delivered or damaged item has been returned we will replace the product free of charge. We recommend a tracked and signed for delivery service is used to do this.

Cancellation/Returns Terms & Conditions

  • For cancelled orders you the customer will pay for the return of the item
  • For faulty or incorrect items you the customer will pay for the return of the item and then we will refund the postage cost once the item has been received, inspected and a replacement issued.
  • Perfect Ponds & Koi will not accept responsibility for goods returned that are not received unless proof of delivery is provided
  • For faulty/missing items all postage cost will be reimbursed by Perfect Ponds & Koi
  • Orders will not be refunded if the item has been used.
  • All returns will be processed within 7 days of receiving the item
  • Your statutory rights are not affected by this policy.
  • Custom made orders e.g box liners cannot be cancelled once the order has been put into production. If the item is faulty or damaged then it may be returned.

 Fish Returns Policy

  • Once the fish have been purchased and left our premises we will not accept any responsibility for the fish.
  • Fish cannot be returned so please be sure you are happy with your purchase.

Warranty Returns Policy

  • All items come with a standard 12 month shop warranty.
  • Where there is a manufacturers warranty on the product we can help you organise the warranty replacement of that item, in some cases you may have to contact the manufacturer directly.
  • For warranty returns you the customer will pay for the return of the item.
  • Perfect Ponds & Koi will not accept responsibility for goods returned that are not received unless proof of delivery is provided
  • All returns will be processed within 7 days of receiving the item
  • Your statutory rights are not affected by this policy.