How can we help?

To help you get the information you need as quickly as possible we have put together some Frequently Asked Questions (FAQ’s) which may help to answer your query without having to wait to hear from us. Please refer to the categories down the left-hand side of this page to see if they help to answer your question.

For questions relating to Click and Collect, please refer to our Click and Collect Information page here.

If you can’t find the information you need in our FAQ’s, or you need to speak to our team about something specific to you, our Customer Service team is available Monday to Friday between 9.00am – 5.00pm (excluding Bank Holidays). All enquiries will be replied to within 24 hours during the working week and within the next working day when received over the weekend or on a Bank Holiday.

Contact details for our 150+ stores can be found here on our Store Finder.

Where is my order?

All orders placed on a working day before 3pm will be dispatched on the same day, for a next working day delivery. Orders placed after 3pm will be dispatched on the following working day. No orders are dispatched on a Saturday, Sunday or bank holiday.

If your order contains live aquatic plants, delivery can take up to 2 weeks as stated on the product listing. This is because we get the plants specifically in to order to prevent wastage and ensure they are of the very best quality.

If your order contains certain large aquariums, delivery of these can take up to 4 weeks. The relevant delivery information is available on the product listing. If applicable, you will receive a phone call to arrange a convenient delivery time period. If you get a courier notification via text or email, this will be for any smaller items you may have ordered at the same time. These certain aquariums will not arrive by courier and will not be shipped prior to a pre-arranged delivery slot.

If you have any further questions please do get in touch using the form below.

What do I do if my order arrives damaged?

In the unlikely event that your order is damaged when it arrives with you, please contact us using the form below, we will need an image of the damaged product along with your name, postcode, and your 9-digit order number. We can then work to resolve this as quickly as possible for you.

Did my payment go through?

There may be occasions where you are unsure as to whether a payment you have made for an online order has completed (for example, perhaps your internet connection timed out). First of all, please check to see if you have received a confirmation email (looking in your spam/junk email folder as well as your inbox just in case). We also recommend that you check to see if the payment shows on your bank statement or online banking.

Please note that if the payment is showing as pending rather than complete it may not have come through to us. Pending payments are usually reversed within 24 to 48 hours by your bank if not claimed. We kindly request that you check with your bank before contacting us.

If you have any further questions, please do get in touch.

How do I return my order?

If you need to return one or more items in your order for any reason, please complete the form at the end of this section with details of why you are returning your goods, along with your name, postcode, and order number and we will advise on how to proceed.

To return the product to us, please package the order (along with a packing slip or a note including your name, address and order number) and send it to the following address: Maidenhead Aquatics, PO Box 619, Egham, Surrey, TW20 2BS. If a PO box is not appropriate, please email in and we can provide an alternative address.

If you had an account before making the purchase, then you can head over to your account and access more return options there.

Full returns terms and conditions can be found here.

Why have I been charged a delivery fee? 

Free shipping is available on most orders over £30, however there are some exceptions:

  • Gift cards have a delivery fee of £1.95, this is to cover material costs (a free electronic online gift card option is currently under development, but is not available just yet).
  • For large aquariums, a delivery charge of up to £50 may be applicable.
  • All orders for the Scottish Highlands, Scottish Isles, Northern Ireland and Offshore Islands will incur an additional charge for delivery. Any delivery fee will be shown in the checkout process, and if applicable for this surcharge, will be added after you have entered your delivery address.

Full delivery terms and conditions can be found here.

Contact us for questions about an online order

Contact form for Online Order questions

Please see our questions and answers above. We may already have an answer to your question! 


 

What do I do if I have a problem with a fish I purchased from a store?

We are always very sorry to hear if you experience an issue with any of the livestock you have purchased from us. All of our stores are responsible for their own livestock health and sales. Therefore, please always contact the store that you purchased them from directly first as they’ll be able to help you. You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

What do I do if an item purchased from a store is faulty?

If you experience any issues with items you have purchased from one of our stores, you will need to contact the store directly if you wish to return it or discuss the issue. The store will do their upmost to recitfy the problem but please try to bring along any form of proof of purchase. If you require a refund, a valid Maidenhead Aquatics receipt will be required. Without this receipt, we will be unable to provide a refund. You can find out more about by reading our Returns Policy. You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

Can I have an update on a special order placed through a store?

Unfortunately, we are unable to view any store special orders at our head office so our customer service team will not be able to assist you with this. Therefore, please always contact the store that you specially ordered that item from, as they will be able to help you. You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

Is my item under warranty?

Most electric items have a minimum 1-year manufacturers warranty, with some having longer. For reference, the warranty period is included on the item's description on our website. To help, any listed product can be easliy found using the search function at the top of all our website pages. If you are unsure please contact us via the form in the tab below and provide the product's name and brand. 

What do I do if my item is under warranty and needs replacing?

If the item was purchased from any one of our stores, you will need to contact the store you purchased the item from, and they will do their best to resolve the problem.

If it was an online order please contact us using the form in the tab below, providing your name, postcode, order number, name of the item, and a brief description of the fault and we will do our best to resolve this for you.

Can you Price Match an item for me?

Online Price Match requests cannot be processed manually by the customer service team, so must be submitted using the online form found by clicking the 'Price Match' link located next to the price on all product pages. This will ask you for the corresponding weblink (URL) offering the product cheaper, along with a few of your contact details. Our online team will then review your price match request, and if valid, we will email you a discount code to match the price of the offer you have found elsewhere. Please note, this discount code is for online use only and cannot be used in store.

If you wish for a store to Price Match an item, you must speak to the store directly with evidence of that product being in stock at that time, along with the requested price, including any P&P costs applicable.

Full Price Match terms and conditions can be found here. 

Are you able to rehome my fish?

Whilst some of our stores may rehome fish, it will depend entirely on the circumstances of the individual store and the species involved. We recommend you contact your closest branch directly to see if they can help? Please do not attempt to take any fish into a store for rehoming without prior arrangement. You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

Do you buy back unwanted or surplus fish from home breeding?

Whilst some of our stores may be interested in purchasing fish you have produced or no longer want, it will depend entirely on the circumstances of the individual store and the species involved. We will only issue store credit and the value will very much depend upon the market value at that time. We therefore strongly recommend for you to contact your closest branch to determine their interest first. Please do not take any fish into a store without prior arrangement. You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

Do you have any jobs available?

If you are interested in working in any of our stores, please contact that store directly to enquire about current opportunities. Our Customer Service team plays no part in the hiring of individual store staff. All current vacanices at Maidenhead Aquatics are posted on our job page.

Can I register my name for potential future jobs?

Thank you for your interest in working for Maidenhead Aquatics, however, the Customer Service team is not involved with the hiring of store staff. Therefore, we recommend for you to contact your chosen branch directly, or pop down and ask in person. All current and future Maidenhead Aquatics vacancies are posted on our job page.

Do you offer work experience?

Whilst many of our stores may be able to offer work experience placements, this is done at the discretion of the individual stores rather than by our Head Office. We therefore recommend that you contact some of the stores in your area directly to enquire about any potential opportunities and to register your interest. You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

My fish doesn’t look very well, can you help?

We are very sorry to hear your fish maybe unwell. However, it can be extremely difficult to diagnose an issue via email or phone by our Customer Service team. So, for the very best help we strongly recommend getting directly in contact with the store from where the fish was purchased. They will undoubtedly have first-hand knowledge of the fish in question, along with a wealth of fishkeeping expertise to share with you. You can easily find contact details for all of the stores in your area by entering your postcode into our Store Finder.

Contact us for general enquiry questions

Contact form for General Enquiries

Please see our questions and answers above. We may already have an answer to your question! 


 

How do I check availability of livestock for a particular fish I am looking to buy?

Unfortunately, we do not have a central livestock availability database for our stores as stocks are constantly changing. If you are looking for a specific fish, plant or invertebrate, you will need to contact a store to see if they have what you are looking for. If they unfortunately do not have what you are looking for at the time of enquiry, they may possibly attempt to obtain the species as a special order. Obviously, with the nature of livestock, seasonality can have a huge bearing on current availability and price. You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

When will you have the item I want in stock online again?

The quickest way to be notified when an item is back in stock on our website, is to sign up for the email notification on the product page. As soon as that item is back in stock you will receive an email letting you know that it is available once again for purchase online. If you need the item urgently, you may want to take advantage of our Click & Collect service. This service allows you to search if the item is available in one of our 'bricks and mortar' stores local to you and secure it by full payment. You can find out more about Click and Collect here.

Does my preferred store offer the item I want?

You can check with your local store as to specific product availability by calling them direct. Alternatively, you can select our Click & Collect option on the page of the product you are interested in on our website, and select your preferred store to check their availability. Please note that the stock levels shown on the site are dynamic and will change as other customers buy the item in store or online. If you wish to secure the item before you visit the store, please checkout using the Click & Collect option on the website, or call the store directly before making your journey (please be aware, this latter option does not always guarantee securing the item). You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

If an item is out of stock online does that mean it is out of stock in store?

No, our online store has its own stock and sometimes its own unique deals. If you cannot find what you are looking for online you can use our Click & Collect feature to check if your local store has it in stock. You can also contact a store directly to see if the item is available as a special order. You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

Do you offer custom built aquariums?

Yes, custom made aquariums are definitely available from Maidenhead Aquaitcs, however this can only be done through our stores and not via our online customer service team. All quotes and orders for custom built aquariums must be submitted through a store. You can easily find phone numbers for all the stores in your area by entering your postcode into our Store Finder.

How do I make a complaint about an online order?

If, for any reason, you need to make a complaint about a product you have bought online or the service you have received during an online transaction, please complete the form below with your name, post code and order number, along with a description as to what has happened and we will do our best to resolve this for you as soon as possible.

How do I make a complaint about a store visit or purchase?

If, for any reason, you need to make a complaint about a product you have bought in one of our stores, or the service you have received during your visit to that store, please provide as many details about the issue in the form below. We will also need the name of the store, along with your name and your contact details (such as an email and/or phone number). This information will then all be forwarded onto the relevant person for them to investigate and respond.

Contact us to make a complaint

Contact form to make a Complaint

 

Head Office

If you need to write to us, or send us something, please address your package to:

Maidenhead Aquatics
PO box 619
EGHAM
TW20 2BS