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Shipping & Returns Information

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Before you order it's important to note that some of our products are not available for home delivery, this is to protect the product from delivery issues. Each product page will display a notice if a product is not available for delivery, you will however be able to reserve any product for collection from our store.

 

UK Delivery Options

For UK based customers, we have various delivery options which can be selected at the checkout.

Dry Goods

1. Free Postage - Royal Mail Tracked 24 / Amazon One Day Shipping / DPD - *Please allow up to 1 week for delivery during the Royal Mail Industrial Action - FREE when spending over £49.00

*Items over 20kg and Orders over £120.00 will be shipped with DPD Next Day service which excludes Weekends and Bank Holidays.

2. Royal Mail Tracked 48 / Amazon Two Day Shipping - *Please allow up to 2 weeks for delivery during the Royal Mail Industrial Action - £2.99

3. Royal Mail Tracked 24 / Amazon One Day Shipping - *Please allow up to 1 week for delivery during the Industrial Action - £3.49

4. Expedited Postage - (DPD Next Day Service if ordered before 3pm) - Cost £4.99. (Please Note: DPD only deliver Monday to Friday, so orders shipped on this service on Fridays will not arrive until Monday). Please note: Orders shipped to Northern Ireland with this service will be a 2 working day service.

5. DPD Saturday delivery - this can be selected if you can only accept delivery on Saturdays. For this service, orders can be placed any time before 4pm on Friday.

Please Note: Due to the Industrial Action by Royal Mail, there is increased pressure on DPD. Therefore, DPD delays may occur.

Livestock

6. DX Shipping (DOA Cover) - £24.99 (Please see Livestock Shipping section below) 

Palletised aquarium Deliveries

7. Some smaller aquariums require a pallet charge for shipping, which should be automatically applied at checkout. Otherwise, please select the "Free Shipping" option. Please refer to the "Larger Item Delivery" section below for further information on how we fulfil aquarium orders. 

 

Contract of sale & Price

Where possible all our prices are correct at the time of publishing, however sometimes mistakes are made with pricing. We reserve the right to cancel or refuse an order if a price is incorrect and a full refund for the order will be made. Once an order is despatched the contract of sale is deemed complete and the price will be honoured.

Delivery is priced in several ways based on weight and the type of product being sent. Prices are shown during the checkout process.

Free Delivery is available on Dry goods orders over £49 (subject to change). however this may not be available to all postcodes and will exclude heavy fragile items which incur extra delivery cost such as sumps and certain tanks. Orders for livestock will incur a shipping charge calculated at checkout and at shipped in polystyrene shipping containers with heatpacks depending on the weather.

Item Despatch

We aim to despatch all in-stock orders placed before 4:00pm the same day, Monday to Friday. Any orders placed after 4:00pm will not be despatched until the following working day. Our courier delivers on Mondays - Fridays only with the exception of our expedited Saturday delivery service.

Please Note: DPD only deliver Monday to Friday, so orders shipped on this service on Fridays will not arrive until the following Monday.

We only despatch as a single parcel when all goods are in stock, orders with back ordered items will wait until all items are together before despatch, this saves on boxes and courier fees.

If requested at an additional cost we can send all in stock items, and follow with a second shipment for all items that were back ordered at the time of ordering.

Our dispatch team are highly efficient! If you wish to amend, cancel, or have any issues with your order prior to shipping, we must be notified as soon as possible, ideally via phone call to confirm the this. Although our customer service team work extra hard to read your emails, we cannot guarantee that a request sent via email will be seen before despatch.

If your order has been shipped and you do not wish to keep the order, any return postage for the item(s) must be covered by the buyer.

Larger Item Delivery

If you have ordered a large aquarium or filter system from us, we will attempt to contact you by telephone or email to arrange the delivery of your new aquarium. Large aquariums are shipped on a pallet service through Palletways or Drop Shipped from our supplier. Please be aware that this is a kerbside delivery service. Please Note: The delivery driver is unable to assist with the unloading of your aquarium from the pallet, and the responsibility for this lies solely with the consignee.

Please note: Delivery times and availability are subject to the suppliers of the aquarium. Additional charges may be incurred when aquariums are being dropshipped directly from supplier, depending on the size of the aquarium and the delivery location. We may contact you after your order has been placed to discuss these if necessary.

For larger glass aquariums, it may be necessary to have additional assistance to help with the unloading process. If you have any questions about the delivery of large aquariums, please do not hesitate to contact us here.

Delivery Days

We post dry goods Monday-Friday, but due to courier restrictions we only post LIVESTOCK on a Wednesday ONLY to reduce the chances of issues. we can possibly post other days if you consult with us before despatch. When ordering live goods you will be contacted to ensure a suitable delivery day before we despatch the items to prevent them being left in the postal system longer than necessary.

Price Match

Where possible we do try and be as competitive we can. We do offer a price match service but this is at our discretion as it may not always be financially viable to offer a price match on all products. We do not price match against Ebay or Amazon or against other stores discounted or sales items.

Our dispatch team are highly efficient! If you wish to cancel, amend or have any problems with your order prior to shipping, we must be notified as soon as possible, ideally via phone call to confirm this. Although our customer service team work extra hard to read your emails, I am afraid we cannot guarantee that they will get to it before your order is despatched. If your order has been shipped and you do not wish to keep the order, any return postage for the item(s) must be covered by the buyer.

 

Damaged or Missing Items

We package all items as best as we can, although due to us using external postal services and couriers, we cannot guarantee all items will arrive undamaged.

If you received an item that is damaged or missing parts, we will require photographs via email for our records. Without photographic evidence, we regret that we will be unable to help resolve the issue.

We must be notified of damaged or missing items on the day of receipt of your order. After this, we regret that we may be unable to issue replacements or refunds for the damaged / missing item(s). Please contact: info@krakencorals.co.uk

 

Frozen Food Deliveries

We package all Frozen items as best as we can to prevent defrosting in transit. If you do receive Frozen Food that is defrosted, we must be made aware as soon as possible with photos of the defrosted food. Please contact: info@krakencorals.co.uk

 

Dead on Arrival Guarantee

We have close to a 99% success rate when shipping corals with our packing techniques!

We guarantee live arrival with a signature upon delivery. Someone must be present to sign for the package. We ship all our corals on a before 1pm delivery unless higher priority shipping is selected at the checkout. We cannot be responsible for DOA when the product has been returned to the sorting / parcel office because you were not in to sign for the item or if the courier / postal service is late delivering, livestock is sent at buyers risk.

If there are DOA fish, corals or critters, we must receive notification of DOA via email info@krakencorals.co.uk within 2 hours of delivery.

Within 8 hours we must receive a clear picture of DOA* coral(s) / critters. We may request to have the coral skeleton sent back to us. Its also important that any packaging / packaging damage is photographed should a claim against the couriers be required for mishandling our parcels.

Because shipping stress may cause corals to change colours or be damaged, we may ask you to allow a period of time for the coral to come back, and then be evaluated for DOA. Some products such as zoa and acans make take some acclimatization before they fully open please take this into consideration when contacting us regarding a DOA.

If you do receive a DOA coral or critter we will happily replace the coral if possible, if the coral is not available for replacement we will issue a store credit for coral purchase only (store credit valid for 6 months after purchase), shipping is nonrefundable.

 

Dry Goods

Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with any seals still being intact. If any seals are broken, this will void the standard change of mind returns policy.

Several types of goods are exempt from being returned. Perishable goods such as live and frozen food cannot be returned.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer unless instructed to do so by our technical support staff.

 

Cancellation Fees (if applicable)

Some companies like Paypal no longer return our processing fees should an order be cancelled and refunded. If you choose to cancel a full order and you have paid via paypal we may claim these and apply a cancellation fee equal to those fees imposed on us to your cancellation and deduct it from the monies to be refunded.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@krakencorals.co.uk letting us know about the issue, and then send your item to:

FINEST AQUATICS

C/O KRAKEN CORALS

UNIT 16 MONTAGUE ROAD

WIDNES

WA8 8FZ

United Kingdom

 

Shipping a returned product

To return your product, you should mail your product to:

FINEST AQUATICS

C/O KRAKEN CORALS

UNIT 16 MONTAGUE ROAD

WIDNES

WA8 8FZ

United Kingdom

You will be responsible for paying for your own shipping costs for returning your item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please include your original order number and contact details so we can deal with any returned products swiftly.