Delivery & Returns

Need to return an item? We can help with that!

• We recommend returning an unwanted item with a trackable service, so you can track your return. Please pack it well, as any damages will have to be claimed with your courier. We can always provide images to help you with your claim.

• We have a 30 days returns policy, this means you can return an item if it hasn’t been used and is in a completely resalable condition. Please contact us with details of your return and we shall issue you a unique returns reference code.

• Items that can't be returned are perishable items such as cut-to-size pond liners, pipework, spare parts and live plants.

• We aim to complete a return from start to finish within 14 days, though sometimes this can take a little longer in peak season.

• If an unwanted product is returned, Clarity Aquatics do not cover the cost of this.

• If you would like to exchange an item rather than return, that is absolutely fine. Contact the team and they shall help you with that.

• If you believe you have a faulty item, call the team and a diagnosis and fix maybe done over the phone. If not, Clarity Aquatics can arrange for collection so we can inspect the item further.

If you still haven’t found what you are after, have a look at our Terms and Conditions or contact us!

Delivery FAQs

How Much does it cost?
Orders £50 and above are free delivery and a delivery charge of £3.99 is applied to single orders under that.

Care packages are free delivery!

How long does it take?
Orders are processed and sent out within 24 hours, this may be longer if the order is placed on a sunday or bank holiday. We send most of our orders through Royal Mail so unfortunately we cannot guarantee delivery times. Care packages are sent out on the first of the month (or next working day) unless otherwise specified by the customer.

Are there any Surcharges for non-mainland UK addresses?
Yes, as our couriers charge us more to send items to certain more remote areas (including Northern Ireland, the Isle of Man, the Scilly and Channel Islands, and certain parts of Scotland, such as the Highlands) so there is a small additional cost for delivery to these areas. Areas of the UK with an additional charge include: AB30-56, IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-50, ZE, IM, BT and TR21-25.

What happens if I place an order on a sunday or bank holiday?
The order is immediately processed and sent the next working day.

What if I haven't had my delivery?
We would recommend checking your emails/text message service from the courier. There should be a link for you to locate where the parcel is and if there have been any delays. If the tracking doesn’t work or is unclear then please contact our team.

Can I choose what time of day it arrives?
Unfortunately parcels sent out via Royal Mail cannot give an ETA.

Can I get it sent to a different address than my home?
Yes, simply edit the delivery address when placing the order.

Can I change my address whilst in transit?
Unfortunately Royal Mail deliveries do not have this option. It may be possible if you have ordered a large item that is being sent by a different courier but you would need to contact them directly.

How do I track my order?
Contact us and we’ll find it for you.

Can you send orders to other countries?
Yes but each country will come with its own surcharge, contact us and we’ll let you know what they are. Care packages cannot be set up for non-UK deliveries