Shipping Policy

Delivery Times and Processing

We aim to dispatch all orders placed before 12 PM (Monday to Friday) within 48 hours. Orders placed on weekends or bank holidays will be processed on the next working day.

• Standard Delivery Timeframe: All orders are sent on a 2-5 working day service via our trusted courier network (including DPD, Evri, and Parcelforce).

UK Mainland Shipping Rates

Our shipping rates are based on the total value and weight of your order to ensure you always get the best value, particularly for lighter items. All services are tracked.

Note: If your basket contains any items over 2kg, the £4.99 Standard Parcel rate will apply (unless the order exceeds £50.00 for free shipping).

UK Delivery Exclusions (Highlands, Islands & NI)

Important: Our automated checkout system is only configured to process deliveries for UK Mainland addresses.

Due to the significant courier surcharges applied to certain regions, we are currently unable to accept standard online orders for the following postcode areas:

• Northern Ireland (BT*)

• Scottish Highlands & Islands (IV*, KW*, HS*, PA*, ZE*)

• Isle of Man (IM*)

• Isle of Wight (PO30-41*)

• Other Offshore Islands (TR21-25*, etc.)

If you enter a postcode from one of these regions, the checkout system will display a message stating: “There are no shipping methods available.”

Alternative for Excluded Areas

We want your business! If your address falls into one of the excluded zones, please do not abandon your order.

Instead, please use the contact us form or live help with:

1. A list of the products you wish to order.

2. Your full delivery postcode.

We will source a custom, cost-effective shipping quote for you manually and confirm the total price before you pay.

Delivery Attempts & Safe Places

Failed Delivery Attempts Our standard delivery service includes up to two delivery attempts. If the courier is unable to complete the delivery after two attempts due to no one being home or a lack of access:

• Holding at Depot: The goods will be held at the local courier depot for collection or further instruction.

• Redelivery Fees: Any subsequent delivery attempts (3rd attempt onwards) requested by the customer will incur a redelivery fee, which must be paid before the courier is dispatched again.

• Returns due to Non-Delivery: If an order is returned to our warehouse because of multiple failed attempts or a lack of response, we will refund the purchase price minus the direct cost of the return carriage charged by the courier.

Safe Place Requests We understand you may not always be home. If you request that a courier leaves an item in a “Safe Place” (e.g., a porch, vennel, garden, or with a neighbour), you do so at your own risk.

• Liability: Once the courier has provided a photo of the delivery or a GPS confirmation at your requested safe place, the risk passes to you. Leeds Koi and Pond Centre cannot be held liable for any subsequent loss, theft, or damage to the goods.

• Instructions: We recommend leaving a physical note on your door for the driver if you have specified a safe place, to ensure they see your instructions immediately.

Handling and Tracking

We use various couriers  to secure the best rates and allocate your order to the most reliable carrier based on your package size.

• Confirmation: Once your order is dispatched, you will receive an email confirmation containing your courier name and a tracking number.

• Damage/Loss: In the unlikely event that your order arrives damaged or is lost in transit, please contact us immediately so we can resolve the issue with the carrier and arrange a replacement.