European Union Shipping Policy

Updated For - May 1st - December 31st 2025

European Union Shipping Policy

Last Updated: 16 July 2026

Castle Dawn Aquatics proudly ships to customers throughout the European Union. We work with trusted international logistics partners to provide reliable delivery while ensuring all shipments are prepared with the appropriate customs documentation.

Delivery Times

Estimated delivery times for EU orders are:

European Union: 4 to 7 working days

These are estimated delivery times only and may occasionally vary due to factors outside our control, including:

  • Customs inspections.

  • Weather conditions.

  • Public holidays.

  • Airline or transport disruptions.

  • High seasonal shipping volumes.

While we always aim to meet our estimated delivery times, they are not guaranteed.

Order Processing

Orders are typically packed and dispatched within 1 to 3 business days.

During major sales events, public holidays or periods of exceptionally high demand, processing times may be slightly longer.

Tracking

All EU orders are shipped with tracked delivery as standard.

Tracking information will be sent by email once your order has been dispatched.

Please note that tracking updates may take between 24 and 72 hours to appear after your parcel has entered the carrier's network.

Customs & Import Information

We prepare every EU shipment with the required export and customs documentation to help minimise delays during customs clearance.

Although we make every effort to ensure smooth delivery, customs authorities may occasionally request additional information or inspect shipments.

Customers are responsible for ensuring that the products they purchase comply with the import regulations of their own country.

Any import duties, VAT, taxes or customs charges remain the responsibility of the customer unless otherwise stated at checkout.

Shipping Delays

Although most EU deliveries arrive within the estimated timeframe, delays can occasionally occur due to:

  • Customs processing.

  • Airline capacity.

  • Severe weather.

  • Transport strikes.

  • Port congestion.

  • Security inspections.

  • Other events beyond our control.

Current global logistics may also be affected by disruption to international air freight routes. In some cases, deliveries may experience delays of up to 3 to 4 weeks.

We appreciate your patience whenever these circumstances arise.

Sea Freight Orders

Some larger or heavier products are shipped by sea to keep shipping costs as low as possible.

Estimated transit time:

35 to 45 days

Sea freight deliveries may occasionally take longer due to vessel schedules, weather conditions, port congestion or customs processing.

Sea Freight Tracking

Sea freight shipments do not receive tracking updates while travelling at sea.

Tracking only becomes active once the shipment arrives at the destination port and is collected by the domestic courier responsible for the final delivery.

It is completely normal for there to be no tracking updates for several weeks while the shipment is at sea.

Lost or Delayed Shipments

If your tracking has not updated for 15 consecutive days, please contact our customer support team.

We will investigate the shipment with the carrier.

If the shipment is confirmed as lost, we will arrange either:

  • A replacement shipment, or

  • A full refund.

Shipments delayed by customs inspections or other events outside the carrier's control are not considered lost.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, you must notify us within 48 hours of delivery.

To help us investigate your claim, please provide:

  • Your order number.

  • A continuous video clearly showing the unopened package where possible.

  • A video showing the packaging.

  • A video showing the shipping label.

  • A video clearly demonstrating the issue with the product.

Due to the increasing use of AI-generated and digitally manipulated images, Castle Dawn Aquatics now requires video evidence rather than photographs for damage and incorrect item claims.

Claims submitted without suitable video evidence may be delayed or declined if the issue cannot be verified.

Delivery Address Accuracy

Customers are responsible for ensuring that all delivery information is accurate before completing their order.

Castle Dawn Aquatics cannot be held responsible for delays, additional delivery charges or failed deliveries resulting from incorrect or incomplete addresses provided by the customer.

Returned or Undeliverable Shipments

If a parcel is returned because:

  • An incorrect address was provided.

  • Delivery attempts were unsuccessful.

  • The parcel was not collected.

  • Import charges or customs fees were not paid.

Any refund issued will be limited to the value of the products returned to us, less the original shipping costs, return shipping fees and any charges incurred.

Our Commitment

Since 2011, Castle Dawn Aquatics has proudly served the fishkeeping community across Europe.

We are committed to providing reliable shipping, clear communication and excellent customer service. If something goes wrong with your order, we'll work with you to resolve the issue as quickly and fairly as possible.