Welcome to OASE Sales Store’s FAQ section. Here you’ll find answers to common questions about our aquatic products, shipping, payments, and more. If you can’t find what you’re looking for, please contact our friendly customer service team at [email protected].

Product Questions

What types of pond liners do you offer?
We specialize in high-quality EPDM pond liners available in two thicknesses: 0.75mm and 1.00mm. These durable liners are perfect for creating long-lasting water features in your garden.
Do you carry complete aquarium setups?
Yes! We offer Aqua One Aquariums and Aqua Nano systems that include everything you need to get started. We also stock all necessary accessories from filters to lighting.
What types of water features do you sell?
Our range includes All-in-One Pump & Filter systems and Self Contained Water Features that are perfect for both beginners and experienced aquatic enthusiasts.

Shipping & Delivery

How long does delivery take?
Orders are typically processed within 1-2 business days. We offer two shipping options:

Standard Shipping (£12.95): 10-15 business days via DHL or FedEx
Free Shipping (orders over £50): 15-25 business days via EMS
Do you ship worldwide?
We ship globally except to certain Asian countries and remote locations. If you’re unsure about delivery to your area, please contact us before ordering.
How are fragile items like aquarium lighting packaged?
We take special care with fragile items – they’re bubble-wrapped and boxed securely. Pond liners are carefully rolled and protected, and all packages are sealed against moisture.

Payments & Orders

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience and security.
Can I change my order after it’s been placed?
Please contact us immediately at [email protected] if you need to modify your order. We’ll do our best to accommodate your request if your order hasn’t been processed yet.

Returns & Refunds

What is your return policy?
We accept returns within 15 days of receiving your order. Items must be in their original condition with all packaging. Please contact our customer service team to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.

Account & Customer Service

How can I track my order?
Once your order is dispatched, we’ll send you a confirmation email with tracking information so you can follow your aquatic equipment’s journey to your doorstep.
What should I do if my order hasn’t arrived?
First, check your tracking information. If your order is overdue, please contact us at [email protected] with your order number and we’ll investigate.
Can I request expedited shipping?
For urgent deliveries, please contact our customer service team at [email protected] before placing your order and we’ll do our best to accommodate your needs.

At OASE Sales Store, we’re committed to making your aquatic shopping experience as seamless as the ponds and aquariums you create. Happy fishkeeping!