Every effort has been made to ensure that the descriptions of our products and photographs are correct, however we cannot guarantee that our descriptions are totally error free and that our photographs match the products exactly

All items are subject to available stock and we do our best to ensure that items on the website are available. However there may be an occasion when an item is out of stock and you will be contacted immediately if this is the case

Once an order has been placed, you will be contacted to inform you when your item will be dispatched



Shipping costs for dry goods set at,

Purchases up to £15 - £3 shipping

Purchases above £15 - £5 shipping

Purchases above £300 - FREE!







We dispatch stock items within 2 working days of receiving cleared payment. You should receive your order within 7 working days. However we cannot be held responsible for delays such as Postal Strikes, or incorrect address information. If you order does not arrive within 7 working days from notification of dispatch, please contact us and we will trace your item(s), where possible

We hope that you will be pleased with your purchases from us. However, there maybe occasions when you will need to return items to us

Combined shipping is not always available due to certain items being dispatched from a main supplier


Shipping charges will be added during checkout



Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us upon receipt of the goods. If the items are visibly damaged on receipt the delivery note must be signed for accordingly or the item not accepted. In any case the damage must be reported within the same business day (9-5) as arrival in order to meet the terms of our insurance. Damage reported outside of this time scale may result in items not being replaced. Items should be returned in their original packaging complete with your details enclosed. Once the item is received back into our warehouse, we'll issue a replacement or refund (minus postage costs)

Do not just send items back without contacting us first



Live Fish

All fish offered for sale have been quarantined for a minimum of two months before being sold
All fish are checked to ensure they are healthy, feeding well, and full of vitality before being sent
All fish are sent in bags filled with the correct water to oxygen ratio then boxed to ensure safe arrival
All fish measurments are approximate. Fish will not be sexed or measured before sending to avoid stress


In the very unlikely event that a fish is found dead on arrival the following steps must be followed
1. A photograph of the dead fish in the unopened bag must be emailed to info@houseofkoi.net before 2pm on the day of arrival
2. All replacement fish will be sent on a like for like basis and will be included with your next purchase unless further postage is paid
3. Any refunds offered by House of Koi will be by way of a credit note against your next purchase
4. Only claims which have met step 1 will qualify for any form of replacement or credit
5. All claims will be handled on an individual basis
6. Once you have signed for the delivery of fish you will be deemed the owner of the fish
7. The fish you now own must be cared for, if in doubt please seek advice without delay
8. Under no circumstances will House of Koi be held responsible for any fish you purchase from House of Koi or existing fish you own, once your new fish have been introduced to your pond or quarantine system


Items Faulty on Arrival

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault. Items should be returned in their original packaging with your details enclosed. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. We check returned items, and if a returned item is found not to be faulty, we will refund the value of the item excluding any postal costs incurred

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received, we'll issue a full refund for the product to your original payment method minus any postage costs

Need to return an item?

Please DO NOT simply return an item to us without first letting us know. You can let us know by using any of the methods on our Contact Us page, although we would prefer email notification

What is the best way for me to return my items to you?

We always advise our customers to obtain Proof of Postage from either a carrier or Royal Mail when returning an item

I have received an incorrect item, what should I do?

You should contact us first by using any of the methods on our Contact Us page, although we do prefer email notification. We always advise our customers to obtain Proof of Postage from either a carrier or Royal Mail when returning an item. We will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly

Returned parcels remain the customer's responsibility until safely received by us


These terms do not effect your statutory rights