N-Koi Service Disclaimer: Our Commitment to Fish Health & Safety

1. Health and Condition of Fish.

All live fish are carefully selected and packed to ensure they arrive in optimal condition. However, because factors such as shipping conditions and external handling can affect livestock, please inspect your fish immediately upon arrival. If you have any concerns, contact us at: Office: 0330 043 6676 / Mobile/WhatsApp: 07596 101873

2. Shipping & Delivery Information

• Fish Food: Orders are shipped via Royal Mail Tracked 48. Please provide a mobile number during checkout to receive automated delivery updates.
• Live Fish Shipping: We use a licensed live fish courier for next-day delivery. Shipping is £19.99 per box.
• Important: To receive tracking notifications and delivery updates, a mobile number must be provided. Please note that if a landline number is used, automated updates cannot be sent.

3. Tracking and Confirmation

Once your order has been dispatched, you will receive a confirmation text containing your tracking details (provided a mobile number was supplied at checkout). This allows you to monitor your delivery’s progress in real-time.

4. Delivery Restrictions

• Service Areas: We currently deliver live fish to England, Scotland, and Wales. Some remote locations may be outside our courier’s reach; if we cannot deliver to your address, we will contact you, cancel the order, and issue a full refund. If you are unsure about your location, please contact us before ordering.
• Ireland: We can only deliver fish food to Ireland; live fish deliveries are not currently available for this region.
• Weather & External Factors: To protect the well-being of our fish, shipments may be delayed due to extreme weather, traffic, or unforeseen logistics issues. Rest assured, our fish are packed with expert care to ensure they remain healthy during transit.

5. Receiving Your Fish

To ensure a smooth transition for your new arrivals, please ensure someone is available to receive and sign for the delivery on the scheduled date. Unattended deliveries of live fish may void any claims for “Dead on Arrival” (DOA).

Upon arrival, please follow the acclimatisation instructions provided in the care leaflet enclosed with your fish.

6. Returns and Refunds

• Live Fish: Due to the nature of livestock, we cannot accept returns on live fish.
• Fish Food: We offer full refunds for fish food, provided the packaging remains unopened and is returned in its original condition.

Thank you for choosing N Koi! We’re committed to making your shopping experience as smooth and enjoyable as possible. If you have any additional questions, feel free to contact us on:

Email: hello@nkoi.co.uk / accounts@nkoi.co.uk / neil@nkoi.co.uk
Office: 0330 043 6676
Mobile/WhatsApp: 07596 101873