Delivery Information
Delivery and Dispatch
We aim to dispatch all orders placed before 1:00pm GMT on a working day on the same day. However, same-day dispatch cannot be guaranteed. Most orders are ordinarily delivered within five working days.
Delivery dates and timeframes are estimates only and are not guaranteed. Aquacadabra will not be liable for any losses, costs, damages, charges or expenses resulting from a delay in delivery where the delay is outside our reasonable control.
If you have not received your order within 14 days of placing it, please contact us and provide your order number. We will investigate the matter and provide an estimated delivery timeframe or, where appropriate, offer a full refund.
Incorrect or Incomplete Delivery Addresses
Customers are responsible for ensuring that the delivery address entered when placing an order is complete and accurate, including the house or building number, street name and postcode.
If an incorrect or incomplete address results in a failed delivery, the parcel being returned to us or the courier being required to attempt delivery again, the customer will be responsible for any applicable redelivery or return charges. Any redelivery charge must be paid before the order can be dispatched again.
We cannot accept responsibility for delays or failed deliveries caused by incorrect or incomplete address information supplied by the customer. Please contact us as soon as possible if you notice an error. Once an order has been dispatched, we may be unable to amend the delivery address.
Damaged or Missing Goods
You are responsible for inspecting your order as soon as it is delivered. Any goods damaged or missing during transit must be reported to us in writing within two working days of delivery by emailing sales@aquacadabra.com.
Once notified, we reserve the right to replace the damaged or missing item, or issue an appropriate refund.
If an item arrives damaged, we may:
- Arrange collection of the damaged item
- Ask you to dispose of the item safely where applicable
Where we arrange collection, the damaged item must be kept in its delivered condition and made easily available for the courier.
To the fullest extent permitted by law, Aquacadabra will not be liable for consequential loss or damage arising from an order being damaged or lost during transit.
Free and Next Working Day Delivery
We offer free delivery wherever possible to qualifying UK locations. Customers in most mainland UK areas may also be able to upgrade to a Next Working Day delivery service when ordering before 1:00pm on a working day.
Next Working Day delivery is provided by Parcelforce. Customers should ensure that someone is available at the delivery address to receive the parcel. Although we will dispatch qualifying orders using the selected service, delays caused by the courier or circumstances outside our reasonable control may occasionally occur, and the stated delivery date cannot be guaranteed.
Delivery Charges and Restricted Locations
Where applicable, delivery charges are calculated during checkout and will depend on the products ordered and the delivery location.
Free delivery is not available for certain heavy or oversized items being delivered to locations including the Scottish Highlands, Isle of Man, Isle of Wight, Channel Islands and Northern Ireland. This is due to the additional charges applied by our couriers for these areas.
Unfortunately, we are also unable to deliver palletised goods, including certain aquariums, to locations classified as “out of area” by our delivery providers.
Click here for information on our pallet deliveries for aquariums and other very large items.