Terms and Conditions:

• Payment can be made through our website using Pay Pal, which is a secure online payment system.

• All prices stated within our online store include postage and packaging within the UK only.

• All items are usually posted 2nd class recorded delivery, and can normally be expected within 3-5 working days from the date of posting.

• International orders: When ordering directly from our online store, please contact us before payment so that we can advise you on postal charges. A Pay Pal invoice will then be sent to you with the payment amount.

• Returns Policy: We hope that you will be happy with your purchase, however should you wish to return an item(s) you may do so. Should you want to return your purchase, please email us at or alternatively call us on 01949 875234 Monday – Sunday 9am-7pm to notify us and we can inform you where to return it to.

The item(s) to be returned must be sent back to us and received by us within 14 days of receipt of the item(s). Please note that we are unable to refund the postage cost of returning the item(s) to us.

We advise that you obtain proof of postage and postal insurance in accordance with the value of the item(s), in the event of the item(s) being returned to us as damaged, or being lost in transit.

We apologise that bespoke item(s) can not be returned.

Once the item(s) has been received by our selves a refund for the item will be issued.

• Privacy Policy: Here at the Wooden Koi Company we pride ourselves on respecting the privacy of our customers. We will never pass on your details to any third party companies or subsidiaries. We only ask for your personal information at the time of your order so that we can fulfill your order with us.
We reserve the right to remove any item from the website and cancel any sale for any reason we deem not in our interest

• Copyright and use of the site: All designs on this website remain the property of the Wooden Koi Company. This site is for personal use, not commercial use.Also if you wish for us not to use your koi photographs to reproduce other plaques from them you must contact us in writing before we commence

• Disclaimer: All our items are hand made. Therefore, no two items are exactly the same due to them being hand painted, however the differences will be small. All measurements are approximate.
Some items contain small parts (clock hands etc) and are not suitable for young children.

Q How long will I have to wait for my customized order?
A This will depend on the level of work that is involved in creating your customized order. Generally we state that orders will be completed within 28 days of the receipt of payment. Usually orders are completed much sooner than this. When you place your order with us we will give you an idea of the timescale in which you can expect for us to create your order and when you can expect to receive an email with a picture of your completed order to be dispatched.

Q How will I know my order has been dispatched?
A When the item is completed we will send you an email with a picture of the finished item. Once we have received confirmation from you that you are happy with the finished item, we will arrange to dispatch the order to you. We will send you notification by email to state when you order has been dispatched and when you can expect to receive this.

Q Can I make changes to my order once it has been created?
A We try to make sure all of our customers are happy with their finished items. We do endeavor to include you in the design process so that we can get a clear vision of what you want for your customized item. Once the item is finished we will send you an email of the item to view. At this stage we can make alterations to the order, within reason.

Q How can I pay for my order?
A We accept most forms of payment. You can pay safely and securely on our website through PayPal. If you want to make a payment by card over the phone, by cheque or postal order you can call us on 01949 875234 (Mon-Sun 9am-6pm). Please note that customized orders can not be paid over for on the website.

Q I want a plague painting of my pet, how do I do this?
A You can send us an email at with an attached photo of the pet you want us to paint, detailing what you would like for your customized plaque. Please note that we require a decent photo of your pet to help us to create a good likeness for your plaque. If you are unable to email us a photo then you can send us a photo directly of your pet – please call us on 01949 875234 (Mon-Sun 9am-6pm) for address details. Please be aware that we do not accept responsibility for the loss or damage of any photographs you send in the post. If you post us a photo we will send the original back to you along with your completed order.

Q How do I know that the painting will be a good likeness of my pet?
A We try our best to get a good likeness of your pet but we can only work from the images you send to us. This is why it is important that you try to send us good quality images of the animal for us to work from. There may be slight variations in color dependent on the quality of image you send to us. We may be required to use artistic licence should the quality be poor or the pose of the animal in the photo be difficult to work from.

Q If I don’t like the customized item can I have a refund?
A We are unable to refund customized orders. This does not affect your statutory rights. We do try to involve you in the design process and always send customers a photo in an email of the completed item to ensure that our customers are happy with the work we have done. If you really are unhappy with your order please contact us directly to discuss and we will see what can be done.