Help Center

FAQ

General

Are you a fully licensed koi retailer?

Where is your premises located?

What other services do you offer in-store?

Payments

What payments methods do you accept?

How do i redeem a discount of special offer?

Why isn't my voucher code working?

Delivery

Has my order been despatched yet?

When can I expect to receive my delivery?

Placing an Order

Can I add to an existing order?

Can I cancel / change my order online?

When will I be charged for my order?

Can I place an order over the phone?

Returns & Refunds

How do I return unwanted items?

Can I exchange and item?

Will my original postage be refunded?

I bought something online, can I return it in-store?

What is the procedure for returning damaged or faulty items?

My Account

Do I need to create account to make a purchase online?

I'm having trouble signing into my account, what should I do?

Is my personal information kept private?

How do I remove my email address from your mailing list?

Buying Koi Online

Are all of your koi Japanese?

Are all of your Japanese koi carp quarantined?

Are all of the Koi that you stock available on your website?