Terms & conditions
These Terms and Conditions apply to all transactions between us and yourself. They do not affect your statutory rights. Please read them carefully.
We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted on our website.
These Terms and Conditions are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these Terms and Conditions.
Failure by us to enforce any of these Terms and Conditions will not affect our right to enforce the rest of these terms and conditions.
We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.
To order goods over the telephone or on our website, you must be at least 18 years of age and accept delivery within the UK. All telephone orders will be acknowledged verbally at the time of order, and all orders placed on our website will be acknowledged electronically by e-mail. Please note that verbal and/or electronic acknowledgements do not constitute order confirmation or order acceptance. Your order will be accepted and the creation of a legally binding contract between you and us will take place once the goods have been dispatched or collected. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in-person or by telephone or e-mail).
When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks. This helps to protect you and us against fraudulent transactions.
We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method
The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our suppliers' prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time the order is placed.
From time to time the prices displayed on our website may be different if you are directed to it from a third party website. Purchases at these prices can only be made on our website and by arriving on it through a relevant third party website; these prices will not be available in-store or over the telephone.
Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative or suggest that you (re-)visit one of our stores.
On occasion, the prices payable and promotions offered in respect of goods advertised on the website may differ from those prices and promotions offered at the same time in-store. We are under no obligation to honour any in-store price or promotion in the event that they differ from those on the website. Similarly, our store is under no obligation to honour any website price or promotion in the event that they differ from those in-store.
Although we endeavour to ensure that all pricing information on the website is accurate, occasionally an error may occur and goods may be mispriced. If we discover a pricing error we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.
Prices that are reduced for sales and promotions are only valid for the specified period.
Your order is sent directly to our secure till in our shop for processing. Once we have received your order and payment, our staff will pick, pack and dispatch the item. We will aim to do this within 3-4 days for all orders placed between Mondays - Friday (excl Bank Holidays).
You can track the progress of your order at any time by logging into My Account from the Home page on this website.
Security (Sage Pay)
We use the industry leading internet payment company Sage Pay to protect your card details and protect us from fraud. The following security systems are used.
Transaction security. All transaction information passed between merchant sites and the Sage Pay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the Sage Pay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Encryption and Data Storage. All sensitive data is secured on Sage Pay 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 we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.
Links to banks. Sage Pay 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.
Employee access. No individuals within our company or Sage Pay are able to decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even form our own employees because our 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
We are pleased to offer FREE DELIVERY on orders over £30* to most delivery locations within the UK. (This includes the Scottish Highlands, Isle of Man, Isle of Wight and Northern Ireland). Unfortunately we don't deliver to the Channel Islands due to high delivery surcharges.
For orders under £19, a £2.99 delivery charge will be added per order.
Pallet deliveries will arrive on a vehicle equipped with a tail lift and pump truck. Orders are off loaded to ground level and wheeled a short distance over good ground to the desired destination. If your delivery address has restricted access (narrow lanes, etc.) please indicate that you require your delivery in a 7.5 tonne lorry in the comment box of the checkout process.
Please note that we do not offer pallet deliveries to the following postcodes:
'DG' 'EH15-26/EH31-46' 'EX 19-23/EX 38-39' 'FK10' 'G13-15/G60-64/G81-84' 'KA1-26/29-30' 'KY2-5' 'LD' 'LL37-39/42-49/51-56/58-78' 'ML10-12' 'PA1-19' 'PL' 'SA61-73' 'SY10-11/SY 16-25' 'TD' 'TQ4-10' 'TR1-16' 'DD' 'FK8-9/FK 11-21' 'KY1/KY6-16/KY99' 'PH1-18' 'AB' 'IV1-28/30-32/36/55-56/63/99' 'KW1-3/5-14' 'TR17-27, TR93' 'PA21-38/41' 'PH19-26/30.41/49-50' 'IV40-49/51-54' 'KW15-17' 'HS' 'PA20' 'KA27' 'PA42-49/62-75' 'KA28' 'PA60-61/76-78/42-44' 'PO30-41' 'IM' 'JE' 'GY1-8' 'GY9'
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We aim to deliver your order(s) as soon as possible. We always advise that delivery should be made within 3-5 working days of ordering. Please allow extra time when ordering around peak times of year and Bank Holidays as delays may result
CORONA VIRUS UPDATE - DUE TO INCREASED DEMAND AND SOCIAL DISTANCING MEASURES OUR STAFF HAVE IMPLEMENTED, DELIVERY IS NOW TAKING UP TO 10 WORKING DAYS, SO PLEASE BEAR WITH US.
For further information regarding delivery, please visit our delivery page
CAN I TRACK MY ORDER?
After placing your order you will receive an email with a delivery tracking number. Furthermore, if during checkout you provide your mobile number, you should receive regular updates from Yodel or Hermes regarding the status of your delivery. * Please note that a small number of orders are dispatched by post, so on these occasions courier tracking is not available.
COURIERS WE USE
We use Hermes, Yodel and DPD. For orders under 1.5kg, we will send these via Royal Mail (Signature not required)
SIGNING FOR YOUR DELIVERY
When you place your order, you are able to leave delivery instructions for our couriers (Hermes, 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. 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 parcel and contents are found to be damaged, we must be notified within 24 hours of delivery. Photographic evidence is required of the inner and outer package, along with a photo of the delivery label on the box and a declaration* of damage completed and returned BEFORE we can consider any replacements / refunds. Any emails sent to us at firstname.lastname@example.org containing damage evidence should not exceed 8MB in total. Damage evidence is required within 7 days of the delivery taking place. Due to courier restraints we cannot entertain claims for damages after this 7 day deadline.
We strongly suggest opening our outer packaging to check the contents on receipt.
NOT GOING TO BE IN TO ACCEPT DELIVERY? INSTEAD, YOU CAN REQUEST FOR IT TO BE DELIVERED TO A SAFE PLACE
When you place your order, please provide leave safe delivery instruction for our couriers (Hermes, Yodel and DPD). If you do not leave delivery instructions, and are unavailable to take delivery, we have asked our couriers to leave our parcels in a safe place or with a neighbour. This means that rather than our couriers trying to deliver on another day, they will leave the parcel and then drop a card through the letterbox, advising where it has been left. This prevents you from having reschedule another delivery or having to drive to the nearest courier depot to retrieve your order. If you forget to add delivery notes, please email us: email@example.com and we’ll add them for you.
NOTIFICATION OF SHORTAGES ON A DELIVERY:
You can check the progress of your deliveries via your account on our site / couriers tracking details. Any shortages must be reported within 24 hours of delivery. Should the delivery be in dispute and the goods have not been found we require a [courier supplied] declaration** of non-receipt to be completed, signed and returned BEFORE we can consider any refunds. Due to courier restraints we cannot entertain claims for missing goods after 7 days of the advised delivery.
**Should you need to return a declaration of damage or non receipt and do not have access to a printer, please write out the supplied document by hand.
At Krafty Koi we pride ourselves on our delivery service. Deliveries are made within 3 - 5 working days after 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.
Hermes and Yodel deliver between 7.30am > 9pm and we CANNOT specify them to deliver within a specific time frame (ie for deliveries made to business addresses).
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.
INTERNATIONAL DELIVERY (NON-UK)
Unfortunately, we don’t offer delivery to non-UK addresses at this time.
All information provided on the products on this website is intended as a guide only. Dimensions and weights are only approximate, as are colours. If you are ordering goods that are out of stock we will dispatch them when they are received from our supplier.
On occasion goods are subject to availability and delay in delivery of goods is sometimes outside our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.
If you would like to cancel your order then please call 01707 927827 or email firstname.lastname@example.orgIf you cancel before your order has been dispacthed then you will get the full order amount refunded. However, if your order has already been dispacthed or you choose to reject the delivery, we will deduct a return delivery fee from your refund - This amount is £3.95 per 30kg
Any unwanted items must be sent back at the customer's expense in original packaging and condition. If you wish us to give you a quote for this please send us an e-mail, otherwise return the goods to:
Unit 1,The IO Centre
Hatfield, Hertfordshire ,
Telephone: 01707 927827
If you are unhappy with the goods received we will refund them if they are sent back at the customer's expense in new resaleable condition within 7 working days along with the original receipt.
We suggest for your own protection you use 1st class registered post or traceable courier.
Any refunds will be issued once we have received the goods, in their original condition. This refund only includes the total of goods sent not the delivery charge.
We will not charge a restocking fee for returned items.
Any goods with manufacturing faults on arrival will be replaced or refunded.
This does not affect your statutory rights.
These Terms and Conditions of Sale shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts. We are required by law to inform you that sales can be concluded in English only and that no public filing requirements apply.
Our VAT number is: 197452329
All correspondence must be in English.
Our telephone hours are Monday to Friday 9.00am to 5pm.