Ordering From Dock Koi:
Browse through our catalogue and click on any items that you wish to buy and put them into the shopping basket. When you have made your selection, click on “checkout” You will then be asked to provide details so that we can process the order. Orders can only be sent to the billing address of the cardholder placing an order unless otherwise specified.
We try to process all orders, where possible, within 24 hours. Whilst most items will be despatched within 1-2 working days, please allow 3-5 working days for delivery within the UK. Where possible we will advise you of delivery day so that someone can be available to accept a courier delivery.
We accept payment by telephone using credit/debit cards. We also accept PayPal & Nochex-safe online payments that allow you to pay with your credit or debit card.
At Dock Koi, we want you to receive your purchase in the same great condition it left us. We use only good quality materials for packaging and take great care to insure that happens. We too buy online and can assure you NO ONE takes better care of your purchases. In the unlikely event that an item should arrive damaged due to our negligence, simply return the item and a replacement will be mailed out within one working day, free of any charge.
Deliveries to UK mainland:
For UK mainland deliveries, postage will be charged at cost PLUS a small fee for packaging and handling. The postage cost should be shown on the Checkout page if it is not, please email Dock Koi for a quote. Items mailed within the UK will normally be sent first class and insured for £50.00. Heavier items may be sent by FEDEX for next day delivery and will normally be insured for the full replacement value of the item. If a buyer requires enhanced insurance, Special Delivery or an expedited service please email the above for a quote BEFORE placing your order. If on arrival you cannot be certain that no damage has taken place in transit, please Sign as Unchecked. We are unable to accept responsibility for damage if the goods have been signed for and accepted in *Good Condition*. Dock Koi reserves the right to replace any of the above services, without notice, for a similar or enhanced service, where we deem it to be more appropriate.
For non-mainland UK deliveries including Northern Scotland and Northern Ireland, postage will be charged at cost PLUS a small fee for packaging and handling. The postage cost per item should be shown along side the item description, if it is not, please email us at for a quote before placing your order. Items mailed outside mainland UK will normally be sent first class and insured for £50.00. Heavier items may be sent by Courier and will normally be insured for £50.00. If a buyer requires enhanced insurance or an expedited service please email the above for a quote BEFORE placing your order. Dock Koi reserves the right to replace any of the above services, without notice, for a similar or enhanced service, where we deem it to be more appropriate.
If you are not happy with your purchase,i.e. damaged or faulty then you should notify us within 24 hours of delivery. We reserve the right to replace or repair faulty or damaged goods. Notification of impending return should be made within 7 days of delivery preferably by phone. We will accept returns up to 28 days from date of delivery. We recommend recorded signed for or a courier service is used. Please return the delivery note with the item and state the reason for the return. We do not refund postage costs unless an item arrives damaged due to our negligence. Items lost or damaged in the post that have been packed correctly are usually insured, therefore we will fill out any necessary claim forms if appropriate at the post office on your behalf and liaise with the correct Postal service to achieve a satisfactory outcome on your behalf. In the event that this becomes necessary please be aware a refund will be made as soon as we have clearance from the Royal mail/Parcel force, this can take several weeks but we will endeavour to keep you informed of all developments as appropriate. Any item purchased in error or is returned unwanted without any faults will incur a 10% restocking charge and will be deducted from any refund along with any shipping charges incurred by Dock Koi. Buyer to pay for RETURN POSTAGE if the item has been correctly described and purchased in error. We will pay for RETURN POSTAGE if the item has been incorrectly described or the wrong item sent.
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