Shipping and payment

On this page you can read how payment, quarantine, collection and transport of a koi you have won are arranged.

Payment

After winning an auction you will receive the payment details by email and in your account.

You pay easily and securely through Mollie. The available payment methods are shown when you check out.

The full purchase price and any transport costs must be paid within 7 days after the auction has definitively closed. You can find the payment deadline in your account and/or payment confirmation.

If we have not received your payment in time, we will contact you. You can read more about this in article 7 of our terms and conditions.

Quarantine at Koi & Vijverbouw

After import, every koi stays in our own quarantine at Koi & Vijverbouw for at least 4 weeks.

During this period we closely monitor the health and behaviour of our koi and test for KHV and CEV. If there is any doubt about its health, a koi is not offered at auction.

A health check or test is always a snapshot. With live animals, every future health risk can never be ruled out completely.

Collection or transport takes place after the quarantine period has ended and full payment has been received, unless we have expressly agreed otherwise with you.

You can find more information about our quarantine and health checks in article 9 of our terms and conditions.

Collection in Wintelre

You can collect your koi by appointment at:

Koi & Vijverbouw
Mostheuvel 11
5513 NT Wintelre
The Netherlands

No transport costs are charged for collection.

We make sure your koi is carefully packed in water and oxygen and properly prepared for the journey.

From the moment you, or someone on your behalf, takes receipt of the koi, you are responsible for suitable transport, the travel time and the further conditions and care during the journey.

Transport

If you choose transport, your koi is carefully packed in water and oxygen and prepared for the journey.

We generally ship our koi once a week, on Thursday. Within the Netherlands, the shipment is usually delivered the next working day, on Friday.

For international shipments, the transit time depends on the country and postcode. For some destinations, transport may take several working days.

Koi are not transported during our winter break. The current winter break runs from 1 November to 31 March. Outside this period, too, we may postpone transport if the temperature or weather conditions do not allow responsible transport.

Countries we ship to

Transport is currently available to:

• Netherlands
• Austria
• Czechia
• Luxembourg
• Poland
• Slovakia

Transport costs depend on, among other things, the destination, the weight and volume of the shipment and the carrier's surcharges applicable at that time.

You will see the transport costs that apply to your order before you complete payment.

Weather conditions and time of transport

Transport takes place without active temperature control.

That is why we always assess whether the temperature, weather and other conditions are suitable for responsible transport of the koi.

If, in our judgement, transport at the planned time is not responsible, we may postpone it. In that case we will contact you to arrange a new time for transport.

The health and welfare of the koi take priority over the planned shipping date.

Receiving your koi

Please make sure that someone is present and reachable at the agreed delivery time to take receipt of the koi.

Where available, you will receive information that allows you to track the shipment.

For transport offered or arranged by us, the koi remains at our risk until you, or a third party designated by you who is not the carrier, has actually taken receipt of the koi.

If a shipment cannot be delivered because nobody is present or because the details you provided are incorrect, any additional transport or delivery costs may be charged to you.

After receipt

On receipt, check the koi as well as you can for visible problems, and then let it acclimatise calmly.

We advise you not to let the transport water end up in your pond. Preferably use a separate tub in which you transfer the koi from the transport bag and from which you then place it in a quarantine facility or pond.

Your own quarantine

Although every koi stays in our own quarantine for at least 4 weeks before it is offered, and during this period we test for KHV and CEV among other things, we advise you to keep a new koi in quarantine yourself after receipt before adding it to an existing collection.

We particularly recommend this if you already have a valuable or vulnerable collection of koi. Your own quarantine period lets you observe the new koi separately and reduces the risk of any health problems affecting other fish.

No health check or test can completely rule out every future health risk in a live animal.

From delivery onwards, you are therefore responsible for suitable quarantine, water quality, housing, acclimatisation and further care of the koi.

This advice does not affect your statutory rights where there is a problem for which we are responsible by law.

Water quality

Good water quality is important for the health of your koi. So before adding a new koi, check whether the conditions in your pond are suitable.

At Koi & Vijverbouw you can have your pond water tested free of charge. Just bring a small bottle of pond water to our location in Wintelre.

Do you have doubts about your water values or about adding a new koi to your existing collection? Feel free to contact us. We are happy to help.

Problems after receipt

Do you notice anything about the health or condition of the koi after receipt? Please contact us as soon as possible.

With health problems, acting quickly can be important. If possible, send clear photos or videos and include information about the circumstances, such as:

• the time of receipt;
• the acclimatisation;
• the housing;
• the water temperature;
• relevant water values;
• any other fish in the quarantine facility or pond.

You can find more information about complaints and health problems in article 13 of our terms and conditions.

Would you like to use your statutory cooling-off period as a consumer? Then see our Returns and withdrawal page.