FAQs

This FAQ page will hopefully answer any questions you have about placing an order, specific product information or advice on building your pond.

If you are unable to find an answer to your question then please contact our friendly sales team.

How long does delivery take?

We place 99% of our orders on a next working day service. If your order is placed before 2pm then you will receive your order the following working day. Any order placed after 2pm will be with you in 2 working days.

Rubber liners (EPDM, Butyl & Firestone) can take 3-7 working days for delivery as they are shipped directly to you from our supplier.

Please note our next working day service is for UK mainland deliveries only. Deliveries to Scottish Highlands, Islands and Northern Ireland can take up to 72 hours. For more information about international deliveries please contact us.

How much is delivery?

Our standard delivery charge is £4.99.

Items over 30kg will be sent as a pallet. A next working day pallet delivery is £60.

Items being delivered to Scottish Highlands, Islands and Northern Ireland may incur an additional delivery charge. We will contact you about this and will not despatch your order until you have agreed to the delivery charge.

Can I have my order delivered to a different address?

Of course! At the checkout you can select the option "I need different shipping details". This will allow you to enter an address which is different to your billing address.

I need my order delivered on a Saturday, is this possible?

Please contact us to discuss this option.

The item I want is out of stock, when will you get it back in?

We usually have estimated delivery dates for incoming products, please contact us for specific product information.

Can I amend my order?

Absolutely, provided we have not already despatched it. Just call us on 01642 370888 and one of our friendly team will be happy to assist.

What payment methods do you accept?

We accept Visa, MasterCard, Maestro and PayPal on our website. We accept Visa, MasterCard, Maestro and American Express over the telephone.

How do I return or exchange an item?

Please see our returns page for more information on how to do this.

My product is faulty, what can I do?

Please contact us on 01642 370888 at your earliest convenience to discuss a resolution.

I have an issue with my pond, can you help?

If you have a problem with your pond, equipment or would simply like general pond-keeping advice then we will be happy to help!

Check out our blogs to see if your query is covered
Talk with our experienced advisors on Live Chat
Send us an e-mail: info@pondkeeper.co.uk.
Give our office a call on 01642 370888, all of our operators are trained and will be able to assist with any query you may have.

Why doesn't my equipment have a plug attached?

It is a legal requirement of Part P of the Building Regulations 2000 that electrical items intended for outdoor use which come into contact with water and are classed as a permanent fixture, i.e. pumps, cannot be fitted with an electrical plug.
Please also see the following link for further information, specifically Page 5 Part 2.2:
http://webarchive.nationalarchives.gov.uk/20151113141044/http://www.planningportal.gov.uk/uploads/br/br_pdf_ad_p_2013.pdf .