Legacy Koi – Online & Telephone Sales Terms

Next Working Day Delivery

We aim to dispatch all in-stock items for next working day delivery. Please note this does not apply to weekends, bank holidays, or days when we are closed.

While we use next day courier services wherever possible, Legacy Koi cannot be held responsible for unforeseen courier delays caused by traffic, weather, high parcel volumes, or other circumstances beyond our control.

Important Delivery Information

• We currently do not ship items to Northern Ireland or Republic of Ireland.
• Some postcode areas, including the Scottish Highlands, offshore islands, and locations such as the Isle of Wight, may inur a delivery surcharge and are excluded from our free shipping policy. Please contact us for details.
• Our parcels are sent via trusted couriers including, and smaller items may be sent via Royal Mail.
• While most parcels arrive the next working day after dispatch, please allow up to 2 working days during busy periods.
• Some parcels may require a signature on delivery.
• If preferred, an alternative delivery address can be provided at checkout.

Live Koi Deliveries

• All live Koi deliveries are available to mainland UK only.
• Fish are shipped via APC or DX which will require a person 18years to receive the package
• Fish are double bagged with oxygen for transport.
• We may add a suitable stress-reducing treatment where appropriate.

We take every possible care preparing your fish for transport. However,once fish leave our premises, responsibility passes to the purchaser/receiver.

On Delivery

Please inspect your parcel upon arrival.

Any issues such as:

• Damage
• Missing items
• Incorrect goods

must be reported to us within 8 hours of delivery.

If damage is visible, please clearly note this when signing for the parcel and take video evidence as compensation cannot be considered . Signing as “unchecked” is recommended if you cannot fully inspect the parcel immediately.

Claims may be refused if goods are signed for as received in good condition.

Leave Safe Deliveries

If you request a parcel to be left without signature (for example: doorstep, side gate, porch, etc.), this is done entirely at your own risk and may invalidate courier insurance claims.

Stock Availability

During busy periods, some items may temporarily go out of stock.

If this happens, we will contact you as soon as possible with an estimated delivery date.

Shipping Charges & Free Delivery

Dry Goods

• Orders over £50.00 qualify for free standard delivery (unless otherwise stated due to size and weight).
• Orders under £50.00 are charged £6.75 delivery.

Koi Deliveries

• Live Koi are excluded from free shipping.
• A delivery charge of £30.00 per box applies.
• If multiple Koi can safely travel in one box, any additional box charge paid in error will be refunded.

Large or Heavy Items

Some oversized or unusually heavy products may incur an extra surcharge. This will be shown before checkout and we will           contact you .

Split Deliveries

Some items may be shipped directly from suppliers to keep costs low. This may result in your order arriving in more than one parcel.

Dispatch Times

Our aim is to dispatch orders within 24 hours where possible.

If delays occur, we will always do our best to keep you informed.

Returns Policy

Important

No goods should be returned without contacting us first.

Return Notification

You must notify us within 7 working days of receiving your order if you wish to arrange a return.

Returns Window

Returns are accepted up to 28 days from delivery.

We recommend using a tracked or signed-for postal/courier service.

Non-Returnable Items

For hygiene, safety, and product integrity reasons, we cannot accept returns or issue refunds on opened or used:

• Chemicals
• Treatments
• Additives
• Clays
• Liquids
• Food
• Any perishable goods
• or items that state non returnable in the listing

Return Postage Costs

• If the item was ordered in error or correctly described, return postage is the buyer’s responsibility.
• If we sent the wrong item or an item was incorrectly described, we will cover return postage.

Contact Us

For returns or delivery issues, please contact Legacy Koi directly before sending any items back on oue email 

info@legacykoi.co.uk