Delivery

ESO Logistics Standard Delivery (Except Koi/Filtration)

We only deliver to mainland UK excluding Scotland

There is a Postage and Packing charge of £9.99 up to 10kg then an additional 33p per kilo will be added. This is a tracked 2 working days delivery. We always strive to pick, pack and dispatch all orders placed before 2:00pm on the same working day.

It is essential that you provide an email address/contact number and full address including postcode for deliveries. ESO will attempt to deliver the item once at the address provided. If no-one is in to sign for it, they will keep the parcel for a week. They will then use your contact info to send a message to you to re-arrange the delivery for a day that is suitable. They will also send a confirmation message to say when the delivery has been completed.

Due to ESO Logistics deliveries requiring a signature upon arrival, if no-one is home to sign for the order then perhaps a work address would be more suitable.

All Next Working Day deliveries can be delivered any time from 8am up to 5pm the next working day.

Collection

Please contact sales@westmidlandskoi.com to arrange a collection date.

Shipping of Live Fish

ESO Logistics Koi Deliveries

We offer Next Working Day delivery on Koi shipments. The charge for this is £30.00 per box. Multiple Koi can fit in one box. We take every precaution to ensure that your Koi arrive to you in the optimum condition possible. The boxes they are dispatched in are double walled, double bagged and insulated with the correct level of water and oxygen. If more than one box is required, we will pack accordingly to provide the best conditions possible (dependent on size of Koi).

Koi will not be sent unless we have confirmed a delivery date with you either by phone or by email. You must provide us with a contact number, email address and full delivery address.

Health and Livestock Guarantees 

All live koi are visually inspected for health before dispatch. 
We take every care to ensure fish arrive in good condition. 
Due to the sensitive nature of live animals, we cannot guarantee their condition after delivery unless issues are reported within 2 hours of receipt with clear photographic evidence. 

Filtration / Pallet deliveries

For larger items like filtration, deliveries will be sent via our pallet courier. We aim to delivery these for Next Working day delivery from 8am – 5pm. Pallet charges are £120.00. Please contact us for delivery arrangements.

Due to the pallet needing to be left at your property someone will need to be in to sign/take the delivery, because of this will need to confirm a delivery date that will be suitable before the pallets are dispatched. Please make sure you leave an email address / telephone number on the order so we can get in contact with you to arrange this.

Tank deliveries

All tank deliveries will be delivered at a cost of £350. All tank deliveries are kerbside delivery only excluding deliveries that require a crane, because of this we will need to confirm a delivery date that will be suitable before the tank is dispatched. Please make sure you leave an email address / telephone number on the order so we can get in contact with you to arrange this.

Cancellation/Returns Policy

Right to Cancel – Dry Goods Only 

If you order non-perishable goods (e.g. pond equipment, food, accessories) online or by phone: 
 
– You have a 14-day cooling-off period under the Consumer Contracts Regulations. 
– You must notify us of cancellation within 14 days of receiving your goods. 
– Goods must be returned unused, in original packaging, within 14 days of cancellation notice. 
– Refunds will be issued within 14 days of receiving the returned goods. 
 
Return Address: 
West Midlands Koi 
The Field House, Forshaw Heath Road, Earlswood, B94 5JU

Customers are responsible for return postage unless the item is faulty or incorrect. 

Custom-made or special-order items cannot be returned unless they are faulty or damaged.

West Midlands Koi’s in-store return policy permits returns of non-faulty items within 28 days of purchase, as long as they are in a resalable condition.

Deposit Policy.

A deposit is required to secure your order and confirm commencement of works. This deposit reflects a commitment of time and resources and is used to cover initial costs.

Please note: Deposits are non-refundable. In accordance with UK consumer law, this is to cover reasonable losses incurred in the event of cancellation. By proceeding with payment, you acknowledge and accept these terms.

7. No Right to Cancel – Live Fish 

Under UK law (Consumer Contracts Regulations 2013), live animals are exempt from cancellation rights. 
 
This means you cannot cancel or return an order for live koi once it has been processed or dispatched. 
 
This is due to the perishable and sensitive nature of live animals and the specialist handling required. 

8. Faulty or Damaged Goods 

Dry Goods: 
– If your goods arrive faulty, damaged, or incorrect, contact us within 7 days of delivery. 
– We will offer a replacement, repair, or refund as appropriate. 
 
Live Fish: 
– If your koi arrive dead or visibly unwell, you must contact us within 2 hours of receipt. 
– Please provide clear photographs of the fish in the unopened bag. 
– We will review case-by-case and offer credit, replacement, or refund as appropriate. 

9. Limitation of Liability 

We are not responsible for any indirect or consequential losses, including costs incurred from pond illness, equipment failure, or poor water conditions after delivery. 

10. Governing Law 

These terms are governed by the laws of England and Wales. Any disputes shall be resolved in the UK courts. 

This refund policy does not affect your statutory rights.