Making a Purchase
Making a purchase couldn't be easier. Just browse our catalogue, select the
products you wish to purchase and press the 'Add to Cart' button. When you have
finished shopping go to 'Checkout'. New customers are invited to create an account
and returning customers just have to login. Shipping costs are shown in the shopping
cart and all major debit/credit cards are accepted. We offer three secure payments
systems, Sage Pay, Paypal Express and PayByFinace to give us the widest
selection of checkout options.
We aim to dispatch all stock orders received before 2:00 pm Monday to Friday on the same day. We know that fast delivery is important to you but like all internet retailers we rely on commercial carriers. We give an estimated delivery date in the cart and at checkout, but we are not able to guarantee a delivery date and time.Hermes provide our tracked economy service, DPD our next day courier services and APC for all livestock deliveries. Dispatch times quoted are subject to stock availability with our suppliers. Our next day shipping service is available on check out and this means your order will be dispatched from our warehouse on a next working day service. If items in your cart are not in stock (e.g 2 -3 days) then your order will be dispatched via the selected service upon their arrival back into stock. Please note the dispatch cut off time for all deliveries shipped via a pallet delivery service is 10pm. No pallet deliveries will be attempted until we have booked in delivery date. You now have the option to select a shipping date in the future
- When checking out we now offer you to select a preferred future delivery date. Please note that this service is only available on order where all items are in stock.
Delivery is free for orders over £50 and varies from £3.95 to £5.95 for orders
under £50 depending on weight and the delivery service. In addition, a number
of chargeable delivery upgrade options are available. Deliveries of larger orders
to some postcodes including Northern Scotland, Northern Ireland, Isle and Man
and the Isle of Wight are subject to an additional handling charge by our carriers
which we have to pass on. Estimated delivery charges are shown in the shopping
cart, and actual charges are shown once you have logged in. We would love to be
able to offer the same rates across the UK but our couriers have delivery zones, some of which may incur extra charges. Please note that a 'next day' delivery service to some of these locations can become a 2 day service. APC Livestock delivery is a flat rate of
£14.95 regardless of how much you order. These parcels are shipped Mon-Thurs which ensures livestock is in transit for no longer than 24hrs. Livestock and dry goods are charged
separately as they are dispatched from separate facilities. If you do place a mixed order the livestock will be dispatched regardless of whether the dry goods are in stock or not. Please note Sunday deliveries placed after 2.00pm on the previous Friday will not be delivered that same weekend.
We carry a very large stock and our active stock control system shows availability
at the time you place an order. In the event we do not hold stock, we give you an
estimated dispatch date, which is subject to stock availability with our suppliers. If
due to stock availability we are likely to miss the estimated dispatch date, we will let
you know as soon as possible by email. The status of your order can be checked
on our site by logging in and going to 'My Account'. Due to the size of our catalogue
some items can become unavailable or discontinued; in this case we will contact you
immediately to ask you how you would like to proceed. If you are unsure about the
availability of a product then please either use the ‘Contact Us’ page or call us on
A Price Match can be requested by clicking the blue button on the product page and completing a simple form. The request will be reviewed within 24 hours and the results communicated by email. If we are able to offer a reduced price it will be shown on the product page and in the cart the next time you login. You then have three days to complete the purchase before the reduced price expires. The price match product must be identical, in stock, not clearance or special offer, and must include the cost of a comparable delivery service. We unfortunately can not offer to price match any livestock or items fro outside of the UK. Please note we do not price match against auctions sites or third party sites, and we reserve the right to refuse a price match request.
Charterhouse Coupon Codes
All codes must be entered in the shopping cart for discounts to be applied. Once a valid Coupon Code is entered the discount will be automatically added and displayed in your shopping cart. If this is not the case please re check that the coupon code added is valid for the specific items in your cart and that the code has not expired. Only one coupon or promotion code can be applied per order. Coupon codes are not valid on price matched items or on products that are already discounted or on sale. Codes are not transferable or redeemable for cash or credit. Codes can not be applied to existing orders.
We offer a number of different finance options on orders of £750 and above, they
- 12 months interest free credit
- 36 month credit at 13.9% APR (average)
- Buy Now Pay Later – 6 months deferred
We are offering consumer finance using an external company called Hitachi PLC. If
your order qualifies for these services you will be able to select the PaybyFinance
option on checkout. Most decisions are made within minutes but sometimes the
transaction can be deferred and a member of Hitachi will manually handle the
service. This should not take any longer than about half an hour. In some cases you
may be asked to send off documents for proof of identity but most transactions are
completed via the website.
If using PaybyFinance we will only be able to dispatch your goods to the billing
address where you card and bank account are registered to. Please see our terms
our FAQ’s section for more information.
Charterhouse Aquatics authorised and regulated by the Financial Conduct Authority. Credit is provided by Hitachi Capital UK trading as Hitachi Capital Consumer Finance authorised and regulated by the Financial Conduct Authority.
We use DPD and all courier deliveries are sent on a next day service as standard. We send you an email when your order has been dispatched and this will include a tracking number. Delivery is usually next working day Monday to Friday 8:00am to 5:00 pm, but very can very occasionally be subject to delays. We cannot accept responsibility for delivery delays due to third party couriers and delivery charges will not be refunded on any occasion. Premium services such as morning, select day and Saturday deliveries are available at an additional cost when checking out
. DPD will email and text you (if a mobile number is provided) giving you a 1 hour delivery time slot. If you are not available at that time then you can simply reply and re-arrange.
DPD do offer a ship to shop service, please note that when this service is requested it is done so at your own risk. Availability of this service will depend on the store that is selected. Please ensure that you take your ID with you when collecting your parcel.
All pallet service deliveries will need to be booked in before a delivery attempt is made. No order will be shipped from our warehouse if a date has not been requested at checkout or discussed with the customer via email/phone. Once booked your order will be shipped via PalletForce and an email confirmation will be sent with details of the pallet signature procedure. If the goods can not be be checked for damage upon arrival please be sure to sign the delivery paperwork as unread. Failure to do this may result in us being unable to provide replacements. Please be aware that ALL
pallet deliveries will be a kirb side drop. Whilst some drivers may be willing to help load the goods into your home this can not be guaranteed.
Our livestock deliveries work much in the same way as our dry goods. If ordered
before 12pm Tuesday – Thursday your order will be dispatched the same day. We
send all livestock on a handheld special next day service using APC. Please note Livestock deliveries only operate Tuesday - Thurs. Please check
our Livestock FAQ’s for more info HERE
Two Delivery Attempts
Interlink require a signature on delivery. If there is any possibility the delivery
address will be unattended once your order has been dispatched it is essential that
you contact them to arrange an alternative delivery time. Couriers will leave a card
after the first delivery attempt and will attempt one further delivery after which your
order will be retained at one of their depots for collection. Collection information will
be on the card left by the courier. Interlink will also email and text you with time slot
for your delivery so make sure you reply if you are not available the allocated time.
Orders Returned to our Warehouse
If the courier is unable to deliver after two attempts your order will be held at their
local depot for your collection. If you do not collect your order or contact the local
depot within the next 2 days the item will be returned to our warehouse. The courier
will charge us £11.90 to return the order to our warehouse and we have no choice
but to pass on this charge. If you require your order to be dispatched again the full
delivery cost of £5.95 will be payable.
Change of Delivery Address after Dispatch
Please note that to change a delivery address once your order has been dispatched
is chargeable. Once the email dispatch notification has been sent, the delivery
address can only be changed by contacting the courier before 5:00 pm on the day of
notification. If the change of address is within the same delivery area then you may
be able to re-direct your parcel at no extra cost but if not then a charge of £7.90 will
occur. This is the fee charged by the couriers for changes to deliveries in transit.
Come down and see us in store Monday to Friday between 9am and 5pm. We
also now have a collection option on checkout, if you would like to collect from
our premises in Dalston then simply select this through the website. We
contact you when your order has been placed to arrange a suitable time and date
for collection from our warehouse in Dalston, East London. We carry out a
thorough inspection of the aquarium with you at the time of collection to ensure you
are totally satisfied. If you have any questions on availability just give us a call. Some
aquariums are listed as collection, this simply means that we are unable to post
these items so they will need to be collected in store.
In common with all aquatic retailers we cannot accept claims for damages once you
have inspected and taken delivery of your glass aquarium. It is therefore essential
that you are satisfied that your aquarium is in good condition at the time you take
delivery. If the aquarium is damaged you should contact us immediately. We will
assess the damage and either arrange for replacement parts or a replacement
goods. If we are notified after 48 hours of the aquarium being delivered then we will
be unable to replace it.
You have the right to cancel an order within 14 working days of receipt. You must
return the goods to us in new and unused condition in line with our Returns Policy.
We must receive the goods within 21 days of the notice of cancellation during which
time you are responsible for any loss or damage. Once received in new and unused
condition we will refund the purchase price less the original carriage charges. If the
good arrive back in any less than perfect condition, they will be returned to you and
no refund will be processed.
If faulty goods are received you must notify us within 14 working days. Where possible replacement parts will be dispatched and where not possible we will ask you to return the goods to us in line with our Returns Policy. You must fill out an Returns request form which will be provided by a member of our customer services team. Once we have verified the damage we will supply replacements as required. Where good returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund. We cannot take responsibility for any consequential loss or damage arising directly or indirectly from goods supplied. Please be aware that all items purchased as a used or ex-display model will not retain a manufacturers warranty and are sold as seen.
We work with the manufactures to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period. We can only refund postage costs under the manufactures guarantee if the goods are returned to us within 14 days of the original purchase. We will not refund postage costs for guarantee/warranty returns unless the product becomes faulty within the first few weeks of receipt. We can only offer replacements parts or replacement goods when authorised by the manufacturer. Under no circumstances should goods be returned to us without prior approval. We can only offer to replace damaged glass items if we are notified within 48 hours of you receiving the delivery. We cannot replace glass bulbs/tubes unless they become faulty within the initial 14 day period.
Please be aware that aquarium pumps, filters, skimmers and other electrical goods
emit noise during normal operation that you may consider to be excessive. You
should be aware that manufacturers wording indicating noise levels are relative only
and do not necessarily give indications of measured decibel levels. Return of good
under these circumstances requires the agreement of the manufacturer and where
goods returned are deemed to be in good working order by the manufacturer we are
unable to offer a refund and may charge return postage. We withhold the right to
repair any electrical goods and a replacement will only be issued is the manufacturer
or UK distributor decides this is necessary. Customers may be asked to return items
to us for repair or replacement, we cannot be held accountable for collecting faulty
To return goods you need to use our Track a Return facility. Goods being returned
for testing must be sent at your own expense. We will only refund postage fees if the
order arrives damaged or becomes faulty within the first few weeks. It is important
that you obtain proof of posting as the goods are your responsibility until they are
received by us. We can only refund postage costs if goods are returned within 7
days of purchase under the Replacement Policy. You need to agree a delivery
service prior to shipping as we will only refund standard or tracked shipping fees,
we are not able to refund the cost of any special delivery service. We cannot refund
postage for good returned for any other reason and we reserve the right to deduct
our original postage cost and a restocking fee from any refund applicable. If you
have made a mistake in purchase then you will need to return the goods to us and if
you have received free shipping we reserve the right to deduct all postage fees plus
a restocking fee.
Ex Display Warranty
Please note that any ex-display product purchased online or in store will not come with a warranty unless otherwise stated.
Our site is regularly validated as complying with the PCI Data Security standard, so
you can buy from us with confidence. We retain customer information solely to fulfil
orders and to ensure successful delivery. Customer information is not disclosed to
any other third parties. Cookies, where used, are only to keep track of the contents
of your shopping basket. Credit card transactions are handled via secure services
provided by Sage Pay and SecPay. We ensure security of data transmitted using
SSL, which encrypts information during transmission. Please see below or more
information about our secure payment gateways.
We do not store or share financial information with third parties