Frequently Asked Questions
Answers to the most commonly asked questions
- Where Am I?
- What Do I Do Now?
- What is in The Catalogue?
- How Do I Find The Products I am Looking For?
- How Do I Buy the Goods?
- How Do I Change Items in my Shopping Basket?
- Why Does my Shopping Basket show Incorrect Items?
- Do I Have to Pay Carriage Charges?
- How Much is Carriage to My Destination?
- Is VAT Included?
Where Am I?
Welcome to the new Aquatics-online.co.uk website. Within our catalogue is listed just about everything you could ever need for your Aquarium, Pond, Water Garden or Reptile
What Do I Do Now?
Please read our Conditions of Use & Sale before purchase. Information about our services, delivery charges, your rights to cancellation and much other information is available there and does form the basis of any contract with us.
What is in The Catalogue?
The Catalogue is split into various sections and many sub-sections: this was necessary to try to overcome long page lengths due to the huge number of stock items. The range covers equipment and spares for Tropical, Marine and Coldwater Aquariums, Ponds, Fountains, Dog Kennels, Reptiles, and many Books on these subjects. At present there are over 3500 individual product lines: so despite the claims of some others, this is the largest e-commerce web-site of its kind in the UK.
How Do I Find The Products I am Looking For?
You can either browse the catalogue sections, or find products using the Search system. The Search facility is now much improved and you may need to be more specific about the items you are searching for to reduce the list of results each time.
How Do I Buy the Goods?
Select goods you wish to purchase and "Add" to basket. At this point you will have the opportunity to select the Quantity of those goods you wish to purchase. Or to change your mind and return to the catalogue page. Once you have selected "Add to basket " the item will be added to your current Shopping Basket which is always visible at the top. If the item is currently Out of Stock, you will have the opportunity to continue with the order or to go back to the catalogue page. In some cases you may be offered alternatives if your selection is not available.
How Do I Change Items in my Shopping Basket?
If at any time you wish to change the quantity or items in the Shopping Basket, choose "Amend" from the Shopping Basket menu. Click on the individual item if you wish to alter the quantity of that item. If you wish to delete that item from your basket, set quantity to zero if there are other items in the basket, or choose "Clear" at any time to totally empty your Shopping Basket.
Why Does my Shopping Basket show Incorrect Items?
You may have used the Browser Back Button: The contents of your Shopping Basket is stored as a cookie on your computer hard drive. If you use the Back button on your browser to return to previous pages, you may have to refresh those pages to update your current shopping basket.
Do I Have to Pay Carriage Charges?
Yes: due to increasing costs we have had to introduce extra charges on all orders to all destinations. Whenever the term "carriage charge" appears: this refers to a charge for handling, packaging, and carriage. For mainland UK & IOW (excluding certain parts of Scotland) if goods ordered exceed £75.00 in value then a discount equal to the carriage charge is applied.
If you are likely to be out when the carrier delivers your parcel, you must let us have alternative delivery instructions i.e. "behind dustbin" in garage" "with neighbour at 23" or similar. If the carrier has to attempt a re-delivery we are charged an additional £3.50 each time this happens: and we will have to pass this on to you.
How Much is Carriage to My Destination?
Carriage charges are displayed during ordering, prior to entering payment details and are based on your destination country or post code. So you can check the carriage charge that would apply to your order prior to having to pay or confirm the order.
Is VAT Included?
Yes: the prices shown in the catalogue are inclusive of VAT. If you live in an area that does not have to pay VAT: this will be removed during the Checkout process based on your post-code and/or country selection.
Do I Have to Pay VAT?
All orders placed with an invoice address in the UK or member countries of the EU are subject to VAT . If your invoice address is outside of the EU or in the Channel Islands, VAT will be deducted during the Checkout procedure. Goods ordered from an EU address for delivery to a destination outside of the EU are still subject to VAT . Goods ordered from outside the EU for delivery to destinations outside the EU are not subject to VAT, but goods ordered from outside the EU for delivery within the EU are subject to VAT.
Can I Check the Progress of my Order?
Order completion triggers the system to send you an Order Confirmation email. Further emails are sent to confirm any alterations and again on despatch. The Despatch email contains date, method of shipping and any Tracking Numbers if applicable.
Why Didn't I Get Any Email?
You probably entered it incorrectly. The system uses the email address you entered during the ordering process, and if it was not entered absolutely correctly, then you will not receive these emails. Our system is pretty sophisticated, but not that clever!
Can I Order Over The Phone?
We would be only too happy to take amendments to your order, take payment details and answer any queries regarding your order over the telephone without you incurring any Administrative Charge, however
If you would like us to take your complete order over the phone, there is an Administrative Charge of £3.50 per order for each order you place in this manner. This charge is in addition to any carriage charges which may apply to your order. Of course if you place your order via our Website, there would be no such Administrative Charge applied.
How do We Get in Touch?
You can fax us on at any time at all: please include full details of your query in this fax. Your fax will be answered as qucikly as possible.
Order Alterations and Cancellations should be emailed to firstname.lastname@example.org
General Enquiries should be emailed to email@example.com (but customers should please note that due to anti-spamming and security measures, this triggers an Auto-response email to be sent to you which gives answers to many common questions, and information on returns etc. Included in this email is another direct email address which should be used to contact us if the auto-response doesn't answer your query)