Updated 21 July 2020

Our Stores

The majority of our stores across the UK, including our Scottish stores have now re-opened and you can check the status of your local store including opening hours and any local restrictions on the store Facebook page.

Please be aware that this is a rapidly changing situation so please make sure you check these details before making a journey. You can also call the store or message them directly via their Facebook page with any stock questions, fishkeeping questions and to check for any changes to normal operating hours.

Store contact details can be found here: https://www.fishkeeper.co.uk/storefinder

Some stores that remain closed in terms of customer entry into the store may be able to take orders over the phone for a limited period of time while staff are in store caring for livestock. Please check via the store Facebook page or by calling these stores direct.

Face Coverings

As from Friday 24th July, it will be compulsory to wear a face-covering in all of our stores in England and Scotland, as set out by the UK Government in response to the continuing COVID-19 situation. 

Please ensure you and any members of your family/friends have a suitable face-covering in place before you enter one of our stores. If you require any assistance or have any questions regarding this, then please wait at the entrance until a member of staff can help you.  If you are medically exempt from wearing a face covering, please do not attempt to enter a store until you have spoken to a member of staff. Valid proof may be required. 

Whilst children under the age of 11 are exempt from this ruling, we would still very much appreciate if they could wear a covering wherever possible, please. 

Please remember that our staff are doing their very best to keep both our colleagues and customers safe during this difficult time. We kindly ask for you to respect our store teams and help them to help us all get through this as smoothly and safely as possible.

 Thanks in advance for your cooperation.

Social Distancing

Please be aware that the stores that are open will be strictly observing social distancing measures to protect our staff and keep our customers safe at all times.

These measures include the following:

  1. Ensure you stay a minimum of 2m away from other customers and staff members at all times.
  2. We may limit the number of people allowed in a store at any one time (only 2 people maximum per household) and children must be accompanied by an adult at all times. Please help support our teams by working with them to make this as efficient as possible and following staff guidance and store signage.
  3. We are here to supply all your essential fishkeeping requirements, but we are also now able to supply livestock too. You will be able to view the fish but you will be asked to keep well away from staff as they catch fish for you and you may not be able to select individuals.
  4. We reserve the right to refuse entry to our stores and abusive behaviour and language towards our staff will not be tolerated. They are there to help and support you and to keep you safe while on our premises. Please allow them to do this for the welfare of all.
  5. Where possible we request that you use contactless payment methods and avoid touching all surfaces instore unnecessarily, including products that you don’t intend to buy.

Shopping Online

Our online shop is still open at fishkeeper.co.uk, with express next working day delivery available on many items, and we remain committed to supplying you with all your fishkeeping needs at this difficult time.

Our Customer Service team continues to be available between 9am-5pm, Monday to Friday (excluding Bank Holidays). However, as they are working remotely, it may take a little longer than normal to come back to you, and you may not get through to a team member on the phone immediately if they are helping other customers.

We really appreciate your patience at this difficult time and request that if you do get put through to a voicemail, please leave us a message and be assured we will get back to you as soon as we are able. This does not mean that the phone is unmanned – simply that we are looking after another customer. We are still working to respond to all customer service enquiries within a day.

Please note, our Customer Service telephone number is for calls relating to online enquiries only. If you have a question relating to a specific store or a recent store purchase, please contact that store directly via their Facebook page messenger or post or call them and they will be able to help you. Even where stores remain closed to the public a member of their team will be available on Facebook to help you.

Our Livestock

Please be assured that throughout this crisis our commitment to the health and welfare of our livestock has been and continues to be a priority. Our livestock are checked and fed daily, whether or not the store is open, and will continue to be well-cared for while our stores are closed.

Gift Cards

As a resulting impact of Covid-19, Maidenhead Aquatics have taken the decision to automatically extend all Gift Cards that are due to expire between 1st March 2020 through to 31st May 2020 by an additional 3 months. 
Our terms and conditions regarding Gift Cards still remain the same and can be found on the following link: https://www.fishkeeper.co.uk/gift-cards
If you have further questions regarding this please contact your local store.

Thank you for your ongoing support and keep safe!