Aquatic Biotope FAQs

Q. What methods of payment do you accept?

A. Our online shop accepts most major credit and debit cards. This is built around a secure server with 128-bit encryption. For your security and confidence we use Protx, By using this method we never see your payment details, we only receive an e-mail informing us that you have made a purchase and where to ship your order.

Q. Do I have to register with Aquatic Biotope to make a product purchase?

A. No. You can purchase any item from us without going anywhere near our buyer’s registry area. Just click on the products that you wish to buy and hit the buy now button, confirm the items in your shopping basket and click to go to the checkout. Here you will be asked a few painless questions and the purchase is complete.

Q. Do you have a customer help line?

A. We ask you to contact us in the first instance via email. We have several email addresses; depending on your particular query, see our contact page. Our customer support is available by email 9.00am to 5.30pm Monday to Friday, where we will endeavour to reply by return, or if the office is closed, the next working day. We also ask customers to supply as much information as possible on their enquiry, together with any Order or Returns reference. Please also supply a contact telephone number; so that in the event we need to speak to you personally, we have the necessary contact details.

Q. How much do you charge for package and postage?

A. We charge the following rates for packing and postage.
Orders up to £49.99 are £4.95. Orders of £50.00 or over are FREE in delivery Zone A & B (additional charges apply to Zone C & D and large or heavy parcels). Please see our Terms & Conditions for details of all additional Delivery costs.
The packing & postage charge will apply to each delivery address when placing multiple orders. We will endeavour to despatch your goods within 24 hours of receiving your order. Where we are temporarily out of stock of an item, you will be notified by email with a likely despatch date. Please allow up to 28 days for delivery. INTERNATIONAL DELIVERY: We currently only supply the UK Mainland, but please enquire via email enquiries@aquatic-biotope.co.uk and we will look at the cost and feasibility of any request.

Q. What is your returns policy?

A. If, when the goods arrive, they are not what you expect, please contact us for a returns reference within 2 working days. We will give instruction on the procedure to follow. When returning goods, please send them in the original packaging in a resalable condition. We will either provide an exchange or refund. However, please note, we cannot refund postage costs incurred in returning any item. Please see our Terms and Conditions for a full description of our returns policy.

Q. What happens to any information you obtain about me?

A. In accordance with the Data Protection Act 1998, we will only use information about you to process an order, or to send you relevant information or a catalogue. We will not under any circumstances give your details to any other party. You can check the information we hold about you by submitting a request via email to support@aquatic-biotope.co.uk

Q. Are you VAT registered?

A. Yes, our VAT Registration number is 732 5344 48 all prices include VAT at 17.5% where applicable.