Welcome to Hozelocks Aquas Store’s FAQ section. Here you’ll find answers to common questions about our aquarium and pond products, ordering process, shipping, and more. If you can’t find what you’re looking for, please don’t hesitate to contact our customer service team.
About Our Products
What types of products do you specialize in?
We specialize in high-quality aquarium and pond supplies, including:
- Aquarium tanks and complete setups
- Filtration systems and media
- Aquarium décor including artificial plants and shipwreck ornaments
- Lighting and electrical equipment
- Pond liners, pumps, and filters
- Water features and accessories
What makes your EPDM pond liners special?
Our EPDM pond liners (available in 0.75mm and 1.00mm thickness) are:
- Highly durable and flexible
- Resistant to UV rays and extreme temperatures
- Fish-safe and non-toxic
- Backed by long warranties
- Perfect for creating natural-looking water features
Are your aquarium decorations safe for fish?
Absolutely! All our aquarium decorations, including the popular Aqua One shipwrecks and Hugo Kamishi plants, are:
- Made from fish-safe materials
- Non-toxic and won’t affect water chemistry
- Smooth-edged to prevent injury to fish
- Designed specifically for aquatic environments
Ordering & Payment
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Yes, we use industry-standard SSL encryption to protect all your payment information. We don’t store complete credit card details on our servers.
Do you offer any discounts or promotions?
Yes! We frequently run promotions on aquarium and pond products. Check our homepage for current deals, or sign up for our newsletter to receive exclusive offers directly to your inbox.
Shipping & Delivery
Where do you ship to?
We ship globally, excluding some remote areas and parts of Asia. During checkout, you’ll be able to see if we can deliver to your location.
What are my shipping options?
We offer two shipping methods:
- Standard Shipping (DHL/FedEx): £12.95, delivery in 10-15 business days after dispatch
- Free Shipping (EMS): Available for orders over £50, delivery in 15-25 business days after dispatch
How can I track my order?
Once your order is dispatched, you’ll receive a confirmation email with tracking information. You can use this to monitor your package’s progress.
Do you ship to PO Boxes?
Unfortunately, we cannot deliver to PO Boxes as our carriers require a physical address for delivery.
Returns & Refunds
What is your return policy?
We offer a 15-day return policy from the date of delivery. To be eligible for a return:
- Items must be unused and in their original packaging
- Proof of purchase is required
- Certain items (like pond liners that have been cut) may not be returnable
How long does it take to process a refund?
Once we receive your returned item, we’ll inspect it and process your refund within 5 business days. The refund will be credited to your original payment method. Please allow additional time for your bank or credit card company to process the refund.
What if my item arrives damaged?
If your item arrives damaged, please contact us within 48 hours of delivery with photos of the damaged product and packaging. We’ll arrange for a replacement or refund as quickly as possible.
Account & Technical Support
How do I create an account?
You can create an account during checkout or by visiting our registration page. You’ll need to provide:
- A username
- Your email address
- A password
I forgot my password. What should I do?
Click on the “Lost your password?” link on the login page. You’ll receive an email with instructions to reset your password.
How do I contact customer support?
Our customer service team is available via email at [email protected]. We aim to respond to all inquiries within 24-48 hours.
Product Support
How do I choose the right pond pump?
Selecting the right pond pump depends on:
- Pond size (volume of water)
- Desired water flow rate
- Whether you need a pump for filtration, waterfalls, or both
- Energy efficiency preferences
How often should I clean my aquarium filter?
This depends on your filter type and aquarium size, but generally:
- Internal filters: Every 2-4 weeks
- External filters: Every 4-6 weeks
- Always follow manufacturer guidelines
- Only clean filter media in tank water to preserve beneficial bacteria
Do you provide installation guides for water features?
Yes! All our water features come with detailed installation instructions. Many of our products also have installation videos available on our website. If you need additional assistance, our customer service team can help.
Didn’t find the answer you were looking for? Contact our friendly customer service team at [email protected] or call us at
for personalized assistance with your aquarium or pond needs.