We are pleased to offer FREE DELIVERY on orders over £25* to most delivery locations within the UK. (This includes the Scottish Highlands and Northern Ireland). Isle of Man, Isle of Wight, Channel Islands, do incur a delivery surcharge. This will be calculated at checkout.
For orders under £25, a £5.00 delivery charge will be added per order.
We aim to deliver your order(s) as soon as possible. We always advise that delivery should be made within 3-4 working days of ordering. Please allow extra time when ordering around peak times of year and Bank Holidays as delays may result.
Once you place your order, you can log-in to the âMy Ordersâ section of your customer account on our website, which will display the courier tracking information. Furthermore, if during checkout you provide your mobile number, you should receive regular updates from Yodel or DPD regarding the status of your delivery. * Please note that a small number of orders are dispatched by post or another courier, so on these occasions courier tracking is not available.
For orders under 1.5kg, we will send these via Royal Mail (Signature not required)
When you place your order, you are able to leave delivery instruction for our couriers (Yodel and DPD) if you know that you will be unable to take delivery. Furthermore, after listening to our customers, we have also asked our couriers to leave goods in a safe place, or with a neighbour, if you do not leave delivery instructions, but are unable to take delivery. This means that rather than our couriers trying to deliver on another day, they will instead leave the goods in a safe place, or with a neighbour, and then drop a card through the letterbox, advising where the goods have been left. This helps to prevent our customers from having reschedule another delivery or having to drive to their nearest courier depot to retrieve their order.
If you are at home to sign for a delivery, then by signing for the goods means you are accepting they have been delivered in good condition. Please check the number of parcels you are signing for and if in doubt note the number of parcels received alongside your signature. We will not be held responsible for any goods signed for but not received.
Should the outer packaging be breached or the contents of a parcel appear to be damaged, REFUSE the effected parcel. It is not necessary to refuse the whole delivery.
If you sign for your delivery without checking or it is left without a signature and the contents are found to be damaged, we must be notified within 24 hours of delivery; and photographic evidence supplied of the inner and outer package BEFORE we can consider any replacements / refunds. We strongly suggest opening our outer packaging to check the contents on receipt.
Any shortages must be reported within 24 hours of delivery.
At Krafty Koi we pride ourselves on our delivery service. Deliveries are made within 3 - 4 working days from ordering, if ordered at the weekend or on a bank holiday, we aim to dispatch your order on the first or second next available working day. Please allow extra time for delivery during and after public holidays.
DPD deliveries are made Monday to Friday. On the morning of delivery, you will receive an email and text message, giving you a 1 hour delivery slot. If this is not suitable, you can re-schedule very easily with DPD by following their instructions.
If your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Tax Charges for orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.
Unfortunately, we donât offer delivery to non-UK addresses at this time.
Krafty Koi is committed to providing the best customer service that we can.
If after placing an order you change your mind, you are entitled to cancel the contract within 7 working days, beginning on the day after you receive your order.
So if you are not completely happy with your purchase, simply return the unused goods in their original condition within 7 days of receipt. To cancel a contract you must -
We will examine the returned product(s) and will notify you of your entitlement to a refund via email within a reasonable period of time. Unfortunately, we cannot make a refund for goods that have been opened or used or damaged or worn by you after receipt. In such cases, Krafty Koi reserves the right to refuse to accept such item(s) and to return the same to the purchaser without refund.
If you are returning a Product(s) to us because of a defect you will be entitled to a full refund (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us) or replacement. The faulty or damaged product must be returned to, and received by Krafty Koi before the refund or replacement can be issued.
Please note that the Product(s) are your responsibility until they reach us. We recommend that you send the goods using a delivery company that insures you for the value of the goods.
Please note that your entitlement to a refund does not include a refund of the delivery charges (except in the case of a defective product). Further, the delivery costs for returning the goods to us are your responsibility and will only be reimbursed by us in the case of faulty or damaged goods. All orders are checked thoroughly for faults or damage prior to dispatch.
Please note that our returns policy at KraftyKoi.co.uk is different to the returns policy for purchases made within us.
When you shop with us, our secure server encrypts all of your personal information, including name, address and credit card information. We use SagePay which are an industry leader in secure internet transactions. SagePay are used by thousands of other UK businesses for transaction security.
All transaction information passed between our website and the SagePay Payment System is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and all messages from SagePay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to SagePay can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on the SagePay system, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data they hold is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.
SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within our company or SagePay are able to decrypt transaction information or cardholder data. Their systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your card information is secure even from their own employees because the systems never display the full card numbers, even on administration screens.
We use the industry leading internet payment company PayPal to protect your card details and protect from fraud. PayPal keep your information safe. We will never actually see your bank or credit card details, they are passed in a highly secure way directly to PayPal for processing. Industry-leading fraud prevention is just one of the reasons PayPal is a safe way to pay online. PayPal uses proprietary technology and constantly innovates to monitor transactions and maintain a secure payment system. To help you keep track of your account activity, PayPal sends an email confirmation of every account transaction. For more information visit www.paypal.co.uk
Please be advised that we are currently experiencing high levels of demand & orders are taking longer than normal to process.
Keep in touch for the latest updates and offers...