Thank you!

As a thank you to our customers, we run the Charterhouse Points scheme, and it couldn't be easier. Charterhouse Points are added to your account every time you make a purchase. Points can be saved or redeemed on future purchase, and the best bit is, it doesn't cost you a thing! So, thank you for shopping with Charterhouse and enjoy

FAQ

Fast Delivery....Reliable Service

We know that receiving your order as soon as possible is extremely important so we only use fast and reliable courier services. All stock orders placed before 2:00 pm are dispatched same day and we offer free next day delivery on all orders over £50. We also have a next day delivery and Saturday delivery options available.

FAQ

12 Months Interest Free

To make purchasing those larger items just a bit easier, we offer a great range of finance options. When the goods in your cart exceed £750 you will see a full breakdown of the options available. Why not take advantage of our option for 12 months interest free credit with just a 10% deposit to pay?

FAQ

Terms & Conditions

Making a Purchase

Making a purchase couldn't be easier. Just browse our catalogue, select the products you wish to purchase and press the 'Add to Cart' button. When you have finished shopping go to 'Checkout'. New customers are invited to create an account and returning customers just have to login. Shipping costs are shown in the shopping cart and all major debit/credit cards are accepted. We offer three secure payments systems, Sage Pay, Paypal Express and PayByFinace to give us the widest selection of checkout options.


Delivery Information

We aim to dispatch all stock orders received before 2:00 pm Monday to Friday on the same day. We know that fast delivery is important to you but like all Internet retailers we rely on commercial carriers and we rely on you to be available to accept courier deliveries. We use Royal Mail Tracked for smaller packages, Interlink Express for our next day courier services and APC for livestock deliveries. Dispatch times quoted are subject to stock availability at our suppliers. Our next day shipping service will always be available on check out and this means that once your order has been dispatched from our warehouse it will be with you the next working day. If items in your cart are not in stock (e.g 2 -3 days) then your order will be dispatched via a next day service once the items arrive back in stock.


Delivery Charges

Delivery is free for orders over £50 and varies from £2.95 to £5.95 for orders under £50 depending on weight and the delivery service. In addition, a number of chargeable delivery upgrade options are available. Deliveries of larger orders to some postcodes including Northern Scotland, Northern Ireland, Isle and Man and the Isle of Wight are subject to an additional handling charge by our carriers which we have to pass on. Estimated delivery charges are shown in the shopping cart, and actual charges are shown once you have logged in. We would love to be able to offer the same rates across the UK but our couriers have delivery zones and anything outside of zone 1 will incur extra charges of up to £23.95. A next day service to zones 2 and beyond can take 1 – 2 days. APC Livestock is a flat rate of £14.95 regardless of how much you order. Livestock and dry goods are charged separately as they are dispatched from separate facilities. If you do place a mixed order the livestock will be dispatched regardless of whether the dry goods are in stock or not.


Stock Availability

We carry a very large stock and our active stock control system shows availability at the time you place an order. In the event we do not hold stock, we give you an estimated dispatch date, which is subject to stock availability with our suppliers. If due to stock availability we are likely to miss the estimated dispatch date, we will let you know as soon as possible by email. The status of your order can be checked on our site by logging in and going to 'My Account'. Due to the size of our catalogue some items can become unavailable or discontinued; in this case we will contact you immediately to ask you how you would like to proceed. If you are unsure about the availability of a product then please either use the ‘Contact Us’ page or call us on 0870 8506138.


PaybyFinance

We offer a number of different finance options on orders of £750 and above, they consist of:

- 12 months interest free credit
- 36 month credit at 13.9% APR (average)
- Buy Now Pay Later – 6 months deferred

We are offering consumer finance using an external company called Hitachi PLC. If your order qualifies for these services you will be able to select the PaybyFinance option on checkout. Most decisions are made within minutes but sometimes the transaction can be deferred and a member of Hitachi will manually handle the service. This should not take any longer than about half an hour. In some cases you may be asked to send off documents for proof of identity but most transactions are completed via the website.

If using PaybyFinance we will only be able to dispatch your goods to the billing address where you card and bank account are registered to. Please see our terms our FAQ’s section for more information.


Courier Deliveries

We use Interlink Express and all courier deliveries are sent on a next day service as standard. We send you an email when your order has been dispatched and this will include a tracking number. Delivery is usually next day Monday to Friday 8:00am to 5:00 pm, but very can occasionally be subject to delays. We will not be held responsible for delivery delays due to adverse weather conditions and delivery charges will not be refunded on any occasion. Saturday deliveries are available at an additional cost. Interlink Express will email and text you (if a mobile number is provided) giving you a 1 hour delivery time slot. If you are not available at that time then you can simply reply and re-arrange.


Livestock Deliveries

Our livestock deliveries work much in the same way as our dry goods. If ordered before 12pm Monday – Thursday your order will be dispatched the same day. We send all livestock on a handheld special next day service using APC. Please check our Livestock FAQ’s for more info HERE

Two Delivery Attempts

Interlink require a signature on delivery. If there is any possibility the delivery address will be unattended once your order has been dispatched it is essential that you contact them to arrange an alternative delivery time. Couriers will leave a card after the first delivery attempt and will attempt one further delivery after which your order will be retained at one of their depots for collection. Collection information will be on the card left by the courier. Interlink will also email and text you with time slot for your delivery so make sure you reply if you are not available the allocated time.


Orders Returned to our Warehouse

If the courier is unable to deliver after two attempts your order will be held at their local depot for your collection. If you do not collect your order or contact the local depot within the next 2 days the item will be returned to our warehouse. The courier will charge us £11.90 to return the order to our warehouse and we have no choice but to pass on this charge. If you require your order to be dispatched again the full delivery cost of £5.95 will be payable.


Change of Delivery Address after Dispatch

Please note that to change a delivery address once your order has been dispatched is chargeable. Once the email dispatch notification has been sent, the delivery address can only be changed by contacting the courier before 5:00 pm on the day of notification. If the change of address is within the same delivery area then you may be able to re-direct your parcel at no extra cost but if not then a charge of £7.90 will occur. This is the fee charged by the couriers for changes to deliveries in transit.


Collection Information

Come down and see us in store Monday to Friday between 9am and 5pm. We also now have a collection option on checkout, if you would like to collect from our premises in Dalston then simply select this through the website. We contact you when your order has been placed to arrange a suitable time and date for collection from our warehouse in Dalston, East London. We carry out a thorough inspection of the aquarium with you at the time of collection to ensure you are totally satisfied. If you have any questions on availability just give us a call. Some aquariums are listed as collection, this simply means that we are unable to post these items so they will need to be collected in store.


Glass Aquariums

In common with all aquatic retailers we cannot accept claims for damages once you have inspected and taken delivery of your glass aquarium. It is therefore essential that you are satisfied that your aquarium is in good condition at the time you take delivery. If the aquarium is damaged you should contact us immediately. We will assess the damage and either arrange for replacement parts or a replacement goods. If we are notified after 48 hours of the aquarium being delivered then we will be unable to replace it.


Cancellation Policy

You have the right to cancel an order within 7 working days of receipt. You must return the goods to us in new and unused condition in line with our Returns Policy. We must receive the goods within 21 days of the notice of cancellation during which time you are responsible for any loss or damage. Once received in new and unused condition we will refund the purchase price less the original carriage charges. If the good arrive back in any less than perfect condition, they will be returned to you and no refund will be processed.


Replacement Policy

If faulty goods are received you must notify us within 7 working days. Where possible replacement parts will be dispatched and where not possible we will ask you to return the goods to us in line with our Returns Policy. You must fill out an RMA request via the ‘Account’ section on our website and wait for instructions from our returns department. Once we have verified the damage we will supply replacements as required. Where good returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund.


Manufacturers Guarantees

We work with the manufactures to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period. We can only refund postage costs under the manufactures guarantee if the goods are returned to us within 7 days of the original purchase. We will not refund postage costs for guarantee/warranty returns unless the product becomes faulty within the first few weeks of receipt. We can only offer replacements parts or replacement goods when authorised by the manufacture. Under no circumstances should goods be returned to us without prior approval. We can only replace glass items if we are notified within 48 hours of receiving the delivery and we cannot replace glass bulbs/tubes unless they become faulty within 14 days.


Electrical Equipment

Please be aware that aquarium pumps, filters, skimmers and other electrical goods emit noise during normal operation that you may consider to be excessive. You should be aware that manufacturers wording indicating noise levels are relative only and do not necessarily give indications of measured decibel levels. Return of good under these circumstances requires the agreement of the manufacturer and where goods returned are deemed to be in good working order by the manufacturer we are unable to offer a refund and may charge return postage. We withhold the right to repair any electrical goods and a replacement will only be issued is the manufacturer or UK distributor decides this is necessary. Customers may be asked to return items to us for repair or replacement, we cannot be held accountable for collecting faulty goods.


Returns Policy

To return goods you need to use our Track a Return facility. Goods being returned for testing must be sent at your own expense. We will only refund postage fees if the order arrives damaged or becomes faulty within the first few weeks. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us. We can only refund postage costs if goods are returned within 7 days of purchase under the Replacement Policy. You need to agree a delivery service prior to shipping as we will only refund standard or tracked shipping fees, we are not able to refund the cost of any special delivery service. We cannot refund postage for good returned for any other reason and we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable. If you have made a mistake in purchase then you will need to return the goods to us and if you have received free shipping we reserve the right to deduct all postage fees plus a restocking fee.


Security Policy

Our site is regularly validated as complying with the PCI Data Security standard, so you can buy from us with confidence. We retain customer information solely to fulfil orders and to ensure successful delivery. Customer information is not disclosed to any other third parties. Cookies, where used, are only to keep track of the contents of your shopping basket. Credit card transactions are handled via secure services provided by Sage Pay and SecPay. We ensure security of data transmitted using SSL, which encrypts information during transmission. Please see below or more information about our secure payment gateways.


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