Shipping policy

Shipping & Delivery Policy

Precision, Care, and Respect in Every Journey

At [Your Business Name], the safe and timely delivery of your Japanese koi is treated with the utmost care. Each fish is prepared and transported using specialist methods designed to preserve its health, condition, and beauty throughout its journey.

Specialist Live Fish Transport

All koi are shipped using dedicated aquatic livestock couriers experienced in handling high-value ornamental fish.

Your koi will be:

  • Carefully packed in oxygenated, temperature-controlled bags

  • Secured within insulated containers

  • Dispatched via priority, next-day delivery services where possible

Every step is designed to minimise stress and ensure optimal arrival condition.

Delivery Schedule

  • Deliveries are typically made Tuesday to Friday to avoid weekend transit delays

  • You will be contacted in advance to agree a suitable delivery date

  • We do not dispatch orders until delivery arrangements are confirmed

This ensures your koi are never left in transit longer than necessary.

Customer Availability

As koi are live animals, someone must be present to receive the delivery on the agreed date.

  • Deliveries should be opened immediately upon arrival

  • Fish should be checked and acclimated without delay

Failure to accept delivery may compromise the wellbeing of the fish and may void our Live Arrival Assurance.

Delivery Areas

We currently deliver to:

  • Mainland United Kingdom

For Highlands, Islands, or international delivery requests, please contact us directly to discuss bespoke arrangements.

Shipping Costs

Shipping costs are calculated based on:

  • Order value

  • Quantity and size of koi

  • Delivery location

All shipping fees will be clearly displayed at checkout or confirmed prior to dispatch for bespoke orders.

Delays & External Factors

While we work with trusted specialist couriers, certain factors may occasionally affect delivery timelines, including:

  • Severe weather conditions

  • Transport disruptions

  • Remote delivery locations

In such cases:

  • We will proactively communicate with you

  • We may delay dispatch if conditions are not suitable for safe transport

The welfare of the koi will always take priority over speed.

Risk & Responsibility

Responsibility for the koi transfers to the customer upon successful delivery and acceptance.

However:

  • If an issue arises during transit, it will be handled in accordance with our Returns & Refunds Policy

  • Your statutory rights under the Consumer Rights Act 2015 remain fully protected

Unsuccessful Delivery Attempts

If delivery cannot be completed due to customer unavailability:

  • Re-delivery may incur additional charges

  • We cannot guarantee the condition of the fish following a failed delivery attempt

For this reason, confirmed availability is essential.

Guidance & Support

We are committed to supporting you beyond delivery.

If you require advice on:

  • Acclimation procedures

  • Pond preparation

  • Ongoing koi care

Our team is always available to assist.

Contact

For delivery enquiries or special arrangements:

  • Email: thekoistore@yahoo.co.uk

  • Telephone: 07743773643

  • Hours: 8am - 8pm