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Delivery & Returns

Here at Queni Koi we pride ourselves on our prompt delivery service to get the products you need to you as soon as possible. We try to subsidise postage and packaging costs to keep prices to a minimum for our customers.

We use APC for all Koi deliveries and standard dry goods deliveries, due to them being one of only a few companies to be licensed to deliver live Fish. As they were the first to offer this service in the UK, they have many years of experience within the field.

Below are the details of the different delivery services we offer.

APC Standard UK Mainland Delivery (Except Koi/Filtration)

APC Logo

We offer FREE Next Working Day Delivery as standard on orders over £50. For orders up to £49.99 there is a Postage and Packing charge of £4.95. This is a tracked next working day delivery. We always strive to pick, pack and dispatch all orders placed before 2:00pm on the same working day.

It is essential that you provide an email address/contact number for deliveries. As APC will attempted to deliver the item once at the address provided. If no-one is in to sign for it, they will keep the parcel for a week. They will then use your contact info to send a message to you to re-arrange the delivery for a day that is suitable. They will also send a confirmation message to say when the delivery has been completed.

Due to APC deliveries requiring a signature upon arrival, if no-one is home to sign for the order then perhaps a work address would be more suitable.

All Next Working Day deliveries can be delivered any time from 8am up to 5pm the next working day.

Royal Mail 1st Class Delivery

Royal Mail Van

Some items will have the option of being posted out via Royal Mail 1st Class delivery at a £2.50 charge. This is for items that can fit into a small jiffy bag like sachets of treatments. This can be ideal as it can be posted through your door if no one is home to receive the delivery, as well as keeping delivery cost low. We always strive to pick, pack and dispatch all orders placed before 2:00pm on the same working day.

Since the impact of the Covid Pandemic Royal Mail 1st Class delivery service tends to be between 1-3 day service. So, if items are needed asap, it may be best to upgrade to the standard APC delivery to make sure the item arrives sooner.

Please note that Royal Mail does deliver on a Saturday which is not offered in the standard APC delivery service.

APC Koi Deliveries

We offer a pre 12pm Next Working Day delivery on koi shipments. The charge for this is £29.95 per box. Multiple koi can fit in one box, especially the small Tosai mixes we offer. We take every precaution to ensure that your koi arrive to you in the optimum condition possible. The boxes they are dispatched in are double walled, bespoke made, double bagged and insulated with the correct level of water and oxygen. If more than one box is required, we will pack accordingly to provide the best conditions possible (dependant on size/quality of koi)

Koi will not be sent unless we have confirmed a delivery date with you either by phone or by email. You must provide us with a contact number and email address.

Every Monday those that have opted for delivery will be emailed regarding deliveries for the coming week. Respond to that email with requested information. Delivery days are Wednesday or Thursday. 

Live Fish Box

 

Filtration/ Pallet Deliveries

For all filtration orders that want delivering they will be sent via our pallet courier UPN. These are sent for Next Working day delivery from 8am – 5pm. They will be delivered by lorry with a tail lift and will be left outside your property.

Due to the pallet needing to be left at your property someone will need to be in to sign/take the delivery. Because of this will need to confirm a delivery date that will be suitable before the pallets are dispatched. Please make sure you leave an email/telephone number on the order so we can get in contact with you to arrange this.

Delivery Terms & Conditions:

  1. "Next Working Day" refers to weekdays and exclude weekends and Bank Holidays.
  2. Next Working Day delivery is available on all in stock items if ordered before 2:00pm on a working day unless stated. This excludes remote areas such as the Scottish Highlands and Islands, and UK Offshore destinations which will receive a 2-4 day delivery service depending on location.
  3. Due to Brexit we have currently suspended our delivery service to Northern Ireland until we find a cost effective service to offer.
  4. Orders received after 2pm on Friday, a weekend or bank holiday will be dispatched on the next available working day.
  5. Queni Koi Ltd will not be liable for any consequential loss caused by damaged or faulty items, delay in dispatch or delays by carriers.
  6. We cannot accept any liability involving third party contractors and would advise that no arrangements be made for installation until you are in receipt of your order.
  7. Goods must be signed for upon delivery and any damages / shortages reported to Queni Koi Ltd within 24 hours of receiving them.
  8. While 95% of all our orders are dispatched the same day or the following working day, we are unfortunately unable to fully guarantee that all orders will arrive on time. We use a premium delivery service and subsidise the cost to provide a higher level of service for a lower price, but unfortunately delays can sometimes occur.

Cancellation/Returns Policy

  • If you wish to cancel your order you can do so within 14 days of receipt of your products. To do so please contact us at orders@queni-koi.co.uk for authorisation.
  • Products are to be returned in the condition they were sent to Queni Koi Ltd, Wanlip Lane, Wanlip, Leicestershire, LE7 4PL.
  • In the unlikely event an incorrect/damaged product has been sent, please get in touch with us at orders@queni-koi.co.uk. In this case we shall replace the product free of charge and cover the return of the incorrect/damaged product at our own cost.
  • Returning products is done so at your own cost.
  • The products being returned must be securely packed to avoid damage. We recommend returning the products by recorded delivery.
  • Queni Koi does not accept responsibility for goods returned by a customer, which are not received, unless proof of delivery to us or receipt by carrier is supplied.
  • Queni Koi will refund all sums paid by you if the items are in the condition at which they were sent.
  • Return of goods after 14 days is at our own discretion.
  • Goods are not allowed to be tried/tested.
  • We process returns as quickly as possible. Please allow up to 3-5 days for us to handle your product return.
  • This refund policy does not affect your statutory rights.
  • Products that are specially made i.e., custom filtration, cannot be returned for refund unless faulty or damaged.

Koi Returns Policy

  • Once koi have left our premises, we cannot accept any responsibility for it thereafter.
  • Koi cannot be returned.
  • Please click here for Terms & Conditions

Warranty Returns Policy

  • All Products come with a standard seller 1 year guarantee which can be returned, if faulty, to us for a replacement. Proof of purchase and a description of the fault must accompany the return.
  • Products with an extended manufacturers guarantee will need to contact the company which offers this additional warranty. Or can contact us at orders@queni-koi.co.uk for help regarding it.
  • If you feel the product is faulty, please contact us at orders@queni-koi.co.uk for authorisation.
  • Products are to be returned to Queni Koi Ltd, Wanlip Lane, Wanlip, Leicestershire, LE7 4PL.
  • Returning products is done so at your own cost.
  • We recommend returning the products by recorded delivery.
  • Queni Koi does not accept responsibility for goods returned by a customer, which are not received, unless proof of delivery to us or receipt by carrier is supplied.
  • Upon receipt of the faulty product a replacement product will be sent out at no extra charge

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