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Delivery & Returns Information

Shipping Costs

United Kingdom (Mainland)
Orders £20.00 and above will be shipped free-of-charge using the appropriate delivery method.
Orders £19.99 and below will be subject to a standard fee of £3.95.

United Kingdom (Extended Areas)
We do not apply an "extended area" surcharge to orders less than £40.00 total value.
Orders valued £40.01 and above sent to destinations classed by courier companies as "extended areas" will be subject to a £15 additional charge.
We do not profit from this charge and are simply passing on our incurred costs.

Extended Areas Defined
Locations typically defined as “extended areas” and subject to an additional charge are as follows: Northern Ireland, Channel Islands, Scilly Isles, Scottish Highlands and Isles, Isle of Man and Isle of Wight. Please contact us for more information if in doubt about whether you live in an “extended area”.
Please be aware that it may take longer to deliver to “extended areas”.

Additional Costs / Unservicable Areas
Pallet deliveries (e.g. aquariums) may be subject to additional fees. "Extended areas” (including Norther Ireland NI) are usually serviced for no more than £15, however pallet deliveries to certain surrounding islands may not be possible or may incur further charges, which we will notify prior to despatch. We reserve the right to cancel orders subject to pallet delivery in unserviceable areas, and we recognise that you have the right to a full refund if you do not want to pay additional delivery surcharges.

Worldwide Overseas
We do not currently ship overseas via this website.

Dispatch Fulfilment Timescales

Each product listing is allocated a despatch processing time:

Immediate Despatch
Orders received before 1pm (GMT) for products available for Immediate Despatch will be packed and despatched on the same day, for delivery via the applicable delivery method (see below)
Orders received after 1pm will be despatched the following working day.

Standard Despatch
Orders received for products available for Standard Despatch will be packed and despatched within 1-3 working days, for delivery via the applicable delivery method (see below)

Pallet Despatch
Orders received for bulky products available for Pallet Despatch will be palletised and despatched within 1-2 days for delivery via the applicable pallet delivery method.

Made to Order 2-4 Weeks
These products will be specially ordered or manufactured to order for despatch within 2-4 weeks.
Made to order products can be paid in full through checkout, or reserved for a deposit payment of 33% made by contacting our customer service team.

Made to Order 5-8 Weeks
These products will be specially ordered or manufactured to order for despatch within 5-8 weeks.
Made to order products can be paid in full through checkout, or reserved for a deposit payment of 33% made by contacting our customer service team.

'Made to Order' will generally apply to bespoke or bulky items, such as aquarium fish tanks and vivariums. Buyers will be notified once ready for despatch.

If you are unsure about our despatch timescales, feel free to contact our customer service team or request a call-back.

Combined Orders
Multiple combined orders will be grouped and despatched using the slowest applicable availability. For example, a product with 'Immediate Despatch' combined with a product available for 'Standard Despatch' will be grouped together and shipped via the 'Standard Despatch' method.


Delivery Methods

Once despatched, orders will be delivered using a service appropriate to the value of the goods.
Items will typically be shipped as follows:

Orders totalling £40.00 or less will be sent via Royal Mail Tracked, Royal Mail 24 or Royal Mail 48.
Orders totalling £40.01 or more will be shipped via Express Courier (1-2 days)

Glass lighting lamp tubes will be sent via Royal Mail 48, MyHermes economy, or Courier Glass Service depending on order value and tube length.

Orders subject to Pallet Despatch will be shipped via an economy service as standard (2-5 days)


Delivery Upgrades
Where applicable, we are able to upgrade Parcel deliveries to guaranteed next-day, timed (am) and weekend services.
Pallet deliveries can be upgraded to Express (1-2 day) delivery depending on location.
Please call, email or request a call-back from our customer service team to enquire about delivery upgrades and costs.


Delivery Addresses

For consumer protection purposes we will only ship to the specified delivery address entered upon checkout. Please do not ask us to amend delivery addresses after purchase. You must ensure provision of the correct address details prior to despatch. Failure to do so may result in items being returned to us.
We reserve the right to apply a re-delivery fee in such event.

All tracked orders are monitored independently by delivery service providers. We insist that all tracked items are delivered upon signature, and give no prior approval to couriers and service providers to leave parcels in safe places or deliver to alternate addresses. Please ensure you are available to accept delivery. Signing ‘unchecked’ does not alter any delivery terms or provide additional consumer protection outside of standard rights.

Tracking information will only be provided on request. Parcels will only be deemed lost if they fail to arrive within 30 days of despatch.

We pledge that all items are despatched in the condition specified in the listing and packed suitably in all cases by our dedicated handling staff. Please notify us of any damages or order shortages within one working day of receipt.

Accepting Pallet Deliveries

Bulky orders, including fish tanks, and other large or particularly heavy products will be despatched using a third party pallet network delivery service.
The Pallet Despatch icon will be displayed on each applicable product page. If ordering a palletised item, please follow these guidelines when accepting delivery. Failure to do so may restrict your ability to receive delivery, and limit our ability to claim in the event of damage.

Palletised products will be delivered by an approved supplier to the nearest kerbside adjacent to your address. Our haulier will contact you to arrange a convenient delivery day and time – please ensure a valid contact number is provided upon checkout.

Please inspect all palletised deliveries before signing to accept delivery. You are entitled to inspect the goods for a period of 15 minutes upon delivery. It is particularly important to check glass for damage. If you discover damage, please reject delivery and contact us. Please do not sign “unchecked” as this will not be sufficient in the event of a claim.

Handling Pallets

It is recommended that at least 2 people are present to assist with the handling of palletised deliveries.
Delivery drivers are not obliged nor insured to assist with additional handling or installation.
Take care not to damage contents if using a knife to remove outer packaging.

Please visit our Terms and Conditions for information regarding damages and product returns.



We will endeavour to deliver your order within the specified time, however delivery times are not guaranteed. We accept no liability for delays due to extended third party carrier processing, industrial strikes, weather or other circumstances beyond our control. We pledge to contact buyers where possible if we discover that an order cannot be delivered within a reasonable time from date of purchase.

Our warehouse opening hours are Monday to Friday 9am-5pm (GMT)
No items will be packed or shipped outside of these times.

If you have further questions about any aspect of delivery, please contact us.

Returns Policy
You have the right to return any item, please ensure prior to purchase that the item you have selected is suitable for your needs. All returns will be subject to our scrutiny prior to refund or exchanges being made.

10.1 We request that we are informed of your intention to return items prior to return. We will subsequently provide you with a return address and allocate a returns reference number. Failure to do this will affect our ability to process your return.

10.2 We request that a covering note outlining original order details and proof of purchase be included with all returned items. Failure to do so may affect processing times.

10.3 If an item is being returned as faulty or mis-described, we request that a note outlining the fault or mis-description be included with the returned item. Failure to do so may affect processing times.

10.4 All returns must be packaged adequately for posting. We reserve the right to refuse to process items that are damaged in transit back to us. All products received damaged in transit will be returned to you, and will be the responsibility of your delivery provider to compensate.

10.5 All returns must be packaged safely for handling by our staff. We reserve the right to refuse to process items that are deemed dangerous or hazardous to handle. This includes items that are unclean, wet, or dangerous (i.e. broken glass). All returned products received deemed hazardous or unsafe to process will be returned to you.

10.6 Unwanted items (only) must be returned within 14 days of accepted delivery in the exact condition in which they were despatched. Items returned showing signs of usage will be subject to scrutiny before any form of refund is initiated.

10.7 We reserve the right to reduce refunded amount to reflect any reduction in value due to unacceptable handling or use.

10.8 We reserve the right to return to you any unwanted item found not to be in good order as supplied, and recover our costs for delivery.

10.9 All return postage costs for unwanted items must be covered by you. We do not accept liability for postage costs incurred by you for returning unwanted products.

10.10 If a product is deemed to be faulty or mis-described, we will refund the original purchase price plus reasonable postage and packing costs.

10.11 If products cannot be returned by mail or overnight courier, we require that you contact us before attempting to return items outside of traditional postage methods.

10.12 Any return item postage and packing fees likely to be incurred above those deemed reasonable (i.e. within our original costs for delivery the parcel to you) must be notified to us in writing prior to despatch. We reserve the right to refuse to refund return postage costs deemed overly excessive in comparision to our original postage costs.

10.13 Proof of receipt is required in all circumstances in relation to returned item disputes. It is your responsibility to ensure that a) you obtain proof of delivery for each individually returned item b) you package the items securely c) all return postal fees are paid. Failure to do so may result in our inability to process your return.

10.14 Refunds for returned items will be made to the original payment method or source used for purchase unless agreed otherwise by us in writing.
Faulty Items, Damages or Loss
14.1 You agree to follow all provided instructions prior to assembly of any item supplied by us to you. Failure to do so may result in voiding of warranty.

14.2 Please consult with us prior to returning any faulty item to enable us to attempt to assist before items are returned.

14.3 Items returned for repair are subject to variable processing times.

14.4 Any item found to have no fault when tested will be liable for a re-delivery cost.

14.5 Items subject to irreparable operating faults will (dependent on circumstances) be replaced by an identical or simlar product if warranty is applicable.

14.6 Aquariums with suspected faults or leaks will need to be collected by our pallet company for inspection and repair at our premises. No call-outs or home visits will be made.

14.7 All palletised collections, including aquarium fish tanks, are curb side collections only. It is your responsibility to safely bring the item to the curb side. Drivers are not obliged or insured to assist with the handling or the disassembly of palletised units. It is advised that sufficient preparation is made to handle larger bulky items prior to collection.

14.8 No provisions will be made or lent, nor replacement products sent while products are being repaired unless prior agreed. It is your responsibility to make provisions (i.e. keep spares) for the care and wellbeing of livestock.

14.9 We accept no liability for the welfare or wellbeing of livestock in proximity to any product offered for sale on this site.

14.10 Any and all claims in relation to branded items offered for sale on this website will be redirected to the manufacturer of said items in all cases.

14.11 Real Aquatics accepts no responsibility or liability beyond the statutory responsibilities of a retailing merchant in relation to damages claims directed towards branded products offered for sale on this website.