Water4Fish > Contact Us

How long will it take to receive my items with personalisation?

You will receive your personalised items in time of up to 3 weeks.
The exact time we need to reserve for the production, depends on the kind of items you chose and how much work is required to personalise them for you. We also need to make sure the production is of the best quality possible. Once, we are satisfied the last thing to do is to deliver the goods to you.

How long will it take to receive my items without personalisation?

Items without personalisation we can deliver within 5-7 working days.

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Can I order a sample?

Yes, you can. Please use our "Order a Sample" button to purchase the item.

Can I purchase more than 1 sample?

Yes, you are not limited to any number of different samples of promotional items. However we do not allow to purchase more than 1 sample of the same item.

Can I return a sample and ask for a refund?

No, samples are not refundable and cannot be returned. We offer the samples purchasing option for the future customer to check the quality and look of the item before bigger order or for the purpose of presenting them to your customers. Price paid for a sample can be deducted from the bigger order placed for the same items and a special offer code will be given over the phone whilst placing another order. In order to obtain the code please contact our Customer Service via email: info@water4fish.co.uk and provide the sample order number.

Can I order a sample via email?

No, you cannot. Our online shop gives you a unique opportunity to select and purchase samples.

Can I order a personalised sample?

No, unfortunately you cannot. The cost of personalisation is too high to offer you that kind of service. It can be only a plain item.

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What kind of files do you accept with the artwork?

We accept all vector (outlined) files (.ai, .eps. .cdr), Adobe Illustrator (.ai), CorelDraw files (.cdr), and Encapsulated PostScript (.eps).

Could I send reprinted artwork (like catalogue, business card, etc)?

No, We need you to supply the artwork only in given format. It is due to the fact that in many cases your artwork needs to be adjusted, resized or simplified.

What shall I do if I do not have the artwork in the electronic version or it does not meet your standards?

In that case we will need to convert your file to the one we accept or redo your artwork. The charge for recreating your logo in a required format may occur but we will let you know about it beforehand. The cost of that will be invoiced separately.

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What kind of returns do you accept?

We do not accept returns for Water4fish imprinted promotional items unless damaged.

Can I cancel my order?

No, You cannot cancel your order once you have confirmed it when speaking to our agent.There may be exception to the rule and any cancelation must be first confirmed with Water4Fish agent, via email.

What kind of resposibility do I hold with delivery?

Your responsibility is to check the items on delivery.

What do I have to do when my items are damaged?

If faulty items are to be returned to us you must first obtain an RMA (Returned Merchandise Authorisation) number from our Customer Services department. The RMA will be valid for 24 hours. We will arrange at our expense for collection of the items, which must be available for collection in their original packaging together with all accessories.

Do you accept unauthorised returns?

No, We cannot accept any unauthorised returns which do not have an valid RMA number.

Do you refund shipping charges?

No, Shipping charges are non-refundable unless the order has not been confirmed.

Can I contact you if for some reason I am dissatisfied with my purchase?

Yes, Your satisfaction is our primary concern, but if for some reason you are dissatisfied with your purchase please contact our customer service department via e-mail at info@water4fish.co.uk or contact customer service at +44(0) 20 33 972 172.

Can I return my personalised items?

Imprinted logo and personalised items are not returnable unless defective. All claims of damaged or defective promotional items must be made within 24 hours from receiving.

What do I have to do when my items are damaged on delivery?

You must repackage the item in its original box with your invoice. You must ship your item prepaid. You will not be reimbursed for any shipping charges unless items arrives damaged and is reported to customer service on the day of delivery.

When will I receive my money back?

The refund will be payable only to the account of the person or organization that made the payment and will be made within 24 hours.

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What kind of data will youl store on your database?

When you shop in our store, we will ask for your name, email address, billing and shipping addresses and telephone numbers. We also ask for your chosen method of payment.

Do you store my Credit card details?

No, Your payment information is securely transferred to a third party for processing. We do not have access to this data.

Do you sell any personal information to others?

No, We do not sell or rent any personal information to others.

How will I recognise that the website is secure?

The personal information that you provide to Water4fish is maintained on secure servers and protected by industry-standard Secure Socket Layer encryption. When entering personal payment details, look for an icon at the bottom of your browser window that indicates you are on a secure page. We do not have an access to that kind of information.

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Can I send to you a letter or a cheque?

Yes, You can write to us on
R&M Investment Company Ltd t/as Water4fish,
6 Binstead Close,
Hayes,
UB4 9YE

If you want to send us a cheque please please inform of your order number.

Can I talk to you directly, right now?

Yes, If you wish to speak with us, feel free to contact our customer service at info@water4fish.co.uk or alternatively call +44(0) 20 33 972 172 and we will be happy to assist you in anyway we can.

How can I contact you if your lines are busy?

If our lines are busy, please book a call-back online. Member of our team will contact you within 4 hours, Monday to Friday between 9.00-17.00.


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