Need Help? Call us on 01507 451000
Free UK Delivery On Orders Over £50
Established 1989
Customers Love Us: Rated 4.9/5

Help & Contact

Please select the subject below and click for more information.
  • How do I cancel?

    If you log in to your account, click subscriptions, and you can manage them there. 

    Alternatively you can email us at or call us on 01507451000 

  • Can I order more than item?

    Yes, you can subscribe to as many items as you like, this will give you a bigger discount and will also allow you to save money on postage. 

  • What other benefits do I get?

    5% off all subscription orders + upgrade to next working day delivery for all subscription items. 

    If your payment is cleared by midday we will send it out on the next working day service to make sure you get your order as soon as possible! 

  • Do I need to pay for delivery?

    Yes, the delivery will be the same! If your order is less than £50 you will be charged a standard delivery fee.

    However, all items will be sent out on the next-day delivery service, so the most you will be charged is £5.99 (post code restrictions apply)

  • How do I get the discount?

    Discount is automatically applied at the checkout when you select to subscribe to an item, and is available on all subscription items. 

  • When will I get my order?

    You will get your first order soon after purchasing, the following orders will arrive in the time frame you selected.


    If you picked every 4 weeks, payment would be made every 4 weeks and a few days later the products will arrive with you. 

  • How do I sign up for a subscription?

    Add your items to your basket, during the checkout stage there is a “Subscription box at the bottom of the page, if you click this you can then choose your subscription options.

  • Can I choose a delivery date or time?

    In the notes section of the orders, you can enter a date you would like to receive your order and our team will try and accommodate where possible. 

    We cannot change the delivery date once sent for the parcel is dispatched by Royal Mail.

    For parcels dispatched by DHL, you can rearrange your delivery with DHL directly when you receive your tracking information.

    For TPN deliveries, a date can be selected on checkout. Please note that this date is not guaranteed, but our logistics team will contact you if we cannot meet the requested date.

  • Do you charge extra to deliver to certain postcodes?

    Unfortunately, yes, we do as our couriers charge us significantly more to send orders to specific locations. We absorb some of the cost for the delivery. Then the additional outstanding amount is to be paid by the customer. You can see a breakdown of the other charges in the "How Much Does Delivery Cost?" Section. These areas include but are not limited to:  Northern Ireland, Isle of Man, Isle of Scilly, Channel Islands and the Scottish Highlands and Islands. Postcodes: PO36 and Above (Pallet Deliveries Only), AB, PH, IV1-36, IV63, KW1-14, PA21-41, KA27-28, PA20, PA42-49, PA60-90, ZE, JE, GY. IM, IV40-56, KW15-17, HS, BT.

  • How does delivery cost?

    We offer a few different delivery options depending on the size and value of your order.

    Orders over £50 qualify for free mainland UK delivery which will arrive within 3-5 working days of the order being processed. OR you can upgrade to next day delivery for an additional £2.99 

    Orders Below £50 in Mainland UK will be charged a standard delivery fee of £5.99.


    Additional Shipping Charges


    For any orders that do not include Aquariums, the below is charged:

    Next Working Day Parcel Delivery to Mainland UK - £7.99              

    Standard Parcel Delivery to Northern Ireland - £8.99

    Standard Parcel Delivery to Scottish Highlands & Islands – £9.99

    Standard Parcel Delivery to Jersey & Guernsey – £12.99


    For all Aquarium deliveries (Excluding biOrbs), the below is charged:


    Standard delivery - FREE (up to 5 working days)

    Next Working Day Pallet Delivery - £10

    2 Hour Booking Slot Pallet Delivery - £20

    Pallet Delivery to Northern Ireland - £38

    Pallet Delivery to Isle of Wight (PO36 and Above) and Scottish Highlands (AB, PH, IV1-36, IV63, KW1-14, PA21-41) - £38

    Pallet Delivery to Southern Ireland - £48

    Pallet Delivery to Offshore postcodes (KA27-28, PA20, PA42-49, PA60-90, ZE, JE, GY. IM) - £120

    Pallet Delivery to the Scottish Isles (IV40-56, KW15-17) - £90

    Pallet Delivery to Outer Hebrides (HS) - £120

  • How long does delivery take?

    Orders are typically processed within 1-2 working days of the order being placed. 

    Once the order has left our warehouse, in most cases it can take 2 - 3 working days to get to you (unless shipping has been upgraded). 

  • What aquariums are excluded from pallet deliveries?

    Small Aquariums like biOrbs are excluded from pallet deliveries and sent out by DHL. This is because a single person can lift them as they are lightweight.

    Small glass aquariums are only available for delivery on our own vehicle.

    Smaller cabinets will be sent out via DHL.

  • What delivery methods do you offer?

    At Lincs Aquatics, we offer various delivery methods to our customers, which allows us to ensure that your order arrives with you safely and as quickly as possible. Please see the list below of our different delivery methods.

    Method 1 – Lincs Aquatics Own Delivery Vehicle Pallets & Parcels.

    This method would be our preferred method to use as the delivery will be completed by our staff who know and understand our products. This delivery method can take between 1-5 Working days for delivery. Our vehicles are in certain areas on set days (see section "Lincs Aquatics LTD Own Delivery Vehicle" for more details of this method.

    All orders not covered by our delivery vehicle will be dispatched on a standard delivery service which can take between 3-5 working days to arrive. You can upgrade this to next day service for £7.99 or £2.99 if you spend more than £50.

    Method 2 –Parcel Delivery.

    This delivery method is a mixture of Royal Mail and DHL. Items that are small enough to go into packets are sent out via Royal Mail; this is a non-tracked method. Anything larger, excluding aquariums, will be sent out by DHL and be traceable by you.

    Method 3 – Pallet Delivery

    This delivery method is for aquariums and cabinets due to their size and weight. These will be delivered by The Pallet Network (TPN), which will be a haulage company local to your area. Pallet Delivery is a kerbside delivery only

  • What if part of my order is out of stock?

    On the odd occasion, part of your order is out of stock after you have completed your order. Our logistics team will contact you either by the number on your order or the email address to advise you that the item is out of stock.

    If you would like us to dispatch the rest of your order while you wait for the other to come into stock, please let us know and we will arrange this. 

    By default, we will put your order on hold. 

  • What is Lincs Aquatics own delivery vehicle?

    New to 2021, we have introduced our own delivery vehicle service that covers a large area of the UK. We can guarantee that your delivery arrives when booked with this delivery service. It will be an experienced delivery crew that will be able to give you advice and support on your doorstep when they deliver your new products.

    Our own delivery vehicle is a kerbside only delivery. We can provide delivery into your home so long as the end location is in a reasonable area. Please contact us to find out more.

    Our delivery vehicles only cover certain areas on specific days to ensure we supply an excellent delivery time. See the table below to see the days we are in your area.

    Postcodes outside of our delivery areas will be dispatched as a standard delivery service which can take between 3-5 working. You can upgrade to next working day delivery for £7.99.


    These delivery days are subject to change at any time. We also reserve the right to send out any items by a different service when we see fit. Items may arrive before or after the dates stated below but we will do our best to inform you of any delays.


    Run Postcodes

    Monday LN11-13, LN7, DN15-16, DN18-20, DN31-41, HU, YO1-7, YO9-99, HG, DL, TS, DH, SR, 

    Tuesday LN8, DN10, DN21-22, S1-13, S17-18, S20-21, S25-26, S32-33, S41-45, S80-81, DE45, SK7, SK9-12, SK17, SK22-23, WA16, CW, ST7-8, ST13, 

    Wednesday DN1-9, DN11-12, DN14, DN17, YO8, LS, WF, BD1-22, BB1-6, BB8-18, HX, OL, BL, M, PR5-7, PR25-26, WN, WA, HD, SK1-6, SK8, SK13-16, S35-36, S70-75, S61-66, 

    Thursday LN4, LN9-10, NG31-34, LE, CV, B, DY, WR, HR8, GL1-4, GL18-20, GL50-56, LN1-3, LN5-6, NG1-30, DE1-44, ST1-6, ST9-12, ST14-25, TF, WV, WS, 

    Weekend PE, NN, OX, SN7, RG, SL, HP, MK, NR, IP, CB, CO, CM, LU, AL, SG, EN, WD, HA, UB, TW

  • What should I do if my order is delayed?

    Deliveries can take between 3-5 working days. You should receive an email the day before your order is due for delivery with your tracking information.

    If you do not receive any communications from us, please contact us, and we will track the order and send the details to you.

    Please note: 
    Royal Mail tracking is only updated once a delivery attempt has been made. 

  • Returns Form

    Please Click Here for our digital returns form. We host the form with Google, this means all information you input is safe and secure! Please note this form will need to be filled in before we can process your return. If you are looking for a paper copy of this you can find this here

    Once you have completed the returns form the item can be sent back to us. You do not need to wait for a response. 

  • Where do I send my returns?

    Returns are to be sent to the below address. Including if you purchased your item from one of our sister stores.

    Lincs Aquatics LTD


    FAO Arran Williams

    Hanger 1

    Strubby Airfield



    LN13 0DD


  • How do I return an unwanted item/order?

    We would recommend returning anything to us on a trackable service so that you can keep track of the return coming to us. Items must be packed well, as any damage caused in transit back to us you will need to claim from the courier. In this instance, we will be more than willing to provide you with photos. You are responsible for the shipping cost of returning the item.

  • How long do I have to return an item?

    Our returns policy is 60 days from your purchase date. Your item must not be used and in a resalable condition. Please contact us via email at, and our technical team will contact you to start the returns process.

    If the return request is made after 30 days of the delivery date, then you may only be entitled to a partial refund

  • Are there any products that cannot be returned?

    We cannot accept returns of products considered perishable goods; a few examples of these are (this list Is not definitive): Fresh food, Plants, Livestock, or magazines. Additionally, we cannot refund gift cards.

  • What information will you need from me to return the item?

    To process your return, we will need to have proof of purchase from you. Proof of purchase could be in the form of an in-store receipt, order confirmation email or your order reference number. Proof of purchase will need to be sent to us in an email or brought into the store.

    If your item has arrived damaged, we will need you to send us some photos of the item. These images are:

    Photos of the damage to the item

    Photos of the external packaging (e.g. the cardboard box)

    Photos of the internal packaging (e.g. the bubble wrap and items still in the box)

    A photo of our postage label on the box.

    We will also need a brief description of what damage has occurred.

  • When will I receive my refund?

    Refunds are issued once we have received the item back and inspected them. 

    You will receive an email from us confirming that we have received your item. Once the returned item is inspected, you will receive notification if your refund has been accepted or rejected.

    If approved, your refund will be automatically applied to the original method of payment you used. Refunds usually take 1-5 working days, depending on your bank.

    If rejected, we can send the item back to you, this will be at your cost. 

  • Can I exchange my item(s) instead of having a refund?

    We will only replace items that are defective or damaged. We can exchange it for the same item.

    To request this, please email Once you have received confirmation from us via email, please return your item to our warehouse for inspection. Shipping details are provided in “where do I send my returns?”

  • I did not receive the total amount refunded I was expecting?

    We will only honour a partial refund of your order in certain circumstances. These could be due to the item being received back damaged or missing an item that was of no fault of our own, or your request was made 30 days after your delivery date.

    We will also charge you any shipping fees to get the item to you. This will be our standard rate. 

    If you believe you have still been refunded incorrectly, please contact us via email at

  • How do I make a complaint?

    Not happy with the service you have received? 

    You can email us directly at

    1. Please make sure your subject is "Complaint" this ensure it goes to the correct department. 

    2. Please put as much detail as possible in your complaint, this includes dates, times, names and any significant information to help us look into it. 

    3. Your complaint, please be as detailed as possible as to why you are making the complaint. 

    4. What is the desired outcome? This will help us work on getting the issue fixed. 


    We try our best to respond to all complaints in 7 days from you submitting the email, but due to delays in gathering the correct information, statements & facts, this can take longer. 

  • Are there any career opportunities?

    Fancy working for us? 

    We post all our job openings on Indeed, so if you would like to work for us, have a little look on there for our most recent openings! 

    But you can email us at with the subject being Careers, and send us a cover letter and CV this will be given to the HR department who will contact you when we get a new opening that might match your skillset! 


    Or visit our job page on Indeed for our most up to date vacancies Click Here


  • I have emailed you and not had a response?

    Firstly SORRY!!!

    Our spam filter is set on the highest setting and this sometimes means that genuine emails are sent to the spam folder! We do check this periodically. 

    IF you have contacted us and not had a response in 48 hours, drop us a call on 01507451000 where one of our team will be more than happy to help you!