FAQs

Please find our frequently asked questions listed below by A-Z of relevant topic.

Aftersales - What should I do if there's a problem with my electrical product?

To report a problem with an electrical product, Please call our technical services line on 01708 226699 and we will be happy to help you. If you would prefer to email us, please use the following email address:

sales@koilogic.co.uk

Aftersales - What should I do if I have a problem with a special order product I bought from Koi Logic?

To report a problem with a special order product, please call our technical services line on 01708 226699 and we will be happy to help you. If you would prefer to email us, please use the following email address:

sales@koilogic.co.uk

Buying guides - Where can I get information on guarantees before I purchase an electrical product?

Large or small electrical products and electronic devices will have a standard guarantee message underneath the product code. 

Cancelling an Order - Can I cancel an order online?

In some circumstances we may be able to cancel your order, so please call us. However, if you've received email confirmation that your order has already been despatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products. You can also of course return them to the Koi Logic shop.

Cancelling an Order - Can I change my order?

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. Please contact our customer service team by telephone to see if this is possible.

If you'd like to add items, please place a new order.

For unwanted delivered items please follow our returns procedure

Cancelling an Order - How will I know if you have successfully received my order?

Once the order has been processed a confirmation email will be sent to you. This is usually within 2 hours. Please note that this may go into your spam/junk email folder if you have not shopped with us online before.

Alternatively, you can check the status of your order in our system by signing in to your account.

Cancelling an Order - Can I add to or delete a product from my order?

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items. Please contact us by telephone if you would like more advice.

Cancelling an Order - Can I change my delivery address?

Please call us for advice. Please be ready to quote your order number and order date. Changing my delivery address can only be completed before your order has been despatched.

Cancelling an Order - Why has my order been cancelled. What should I do?

We're sorry your order has been cancelled. In the event that you receive an email informing you of a cancelled order, please call us or if you prefer email us at the following address: sales@koilogic.co.uk

Cancelling an Order - Can I change my delivery service to Standard delivery, Named day Delivery or Click & collect?

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. Please contact us for more advice

Cancelling an Order - Can I change my order from home delivery to Click & collect?

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. Please contact us for more advice

Cancelling an Order -My order's been cancelled due to availability, but the products are still showing as available online?

Sometimes products in high demand can sell out faster than our system updates. Please contact us for more advice

Cancelling an Order - Can I update my account details including name, address, email and phone number?

Yes you can. If you would like to update any account details, please log into my account at the top of the page to make the necessary changes.

Cancelling an Order - Can I change the collection store for my order?

We're sorry, but all online orders are only able to be collected from our Essex store. See map.

Cancelling an Order - Returning an unwanted product

If you buy online or by phone, you are entitled to a full refund if you request one in writing within 7 working days of receipt of your delivery. The product you are returning must be in a new, unused condition and still in the original unwrapped, undamaged product packaging. If a refund has been requested, your credit or debit card will be credited within 7 days after we have received the returned product. All items returned that are not faulty, may at the managers discretion be subjected to a 10% handling fee. All postage costs for returned items which are not faulty will be paid for by the customer. Please call us for more advice.

Cancelling an Order - How do I remove items in my basket?

To remove items from your basket, simply click the checkout tab near the top right hand corner of the screen to enter the shopping basket. Once in the shopping basket you can use the "+" and "-" buttons to alter the quantity of a product, or by clicking the red "x" next to a product line the item will be deleted from the basket. Please call us for more advice.

Click and Collect - Where do I collect my click & collect order from?

All online orders are only able to be collected from our Essex store. See map.

Click and Collect - How long do I have to pick up my click and collect order?

We keep click and collect orders in store for 7 days.

Click and Collect - What is click & collect?

You simply place your order online anytime before midnight for a collection after 1pm the following day. It may be possible to receive an urgent order update or an earlier collection time, please call us for more advice.

Note: Koi Logic is closed on Sundays and as such no parcels can be collected on Sundays.

Click and Collect - What do I need to bring with me when I collect my click and collect order?

For your protection against fraud, we cannot release your purchase without seeing your payment card you used to place the order online.
If you've paid entirely by gift vouchers then please bring a photo ID, which must be your passport or driving licence.

Please bring a printout of your order receipt or order confirmation email as proof of purchase, along with the payment card you used.
We're happy for someone else to collect your order, but to prevent fraud the person you've nominated must present your order number and their photo ID (passport or photo driving licence).

Click and Collect - What time can I collect my order from the shop?

You simply place your order online anytime before midnight for a collection after 1pm the following day. It may be possible to receive an urgent order update or an earlier collection time, please call us for more advice.

Note: Koi Logic is closed on Sundays and as such no parcels can be collected on Sundays.

Click and Collect - What happens if I don't pick up my click & collect order?

Your order will be kept in the Customer Collection Point at the Koi Logic shop for 7 days. After this time we will contact you by email or phone to advise you of your current outstanding collection.

Click and Collect - How do I choose click & collect for my order?

Simply select the free click & collect option when placing your online order for collection at the Koi Logic shop. Please call us for more advice.

Click and Collect - Is there a charge for click & collect?

For all orders of any value, our click & collect service is free of charge.

Click and Collect - What happens if I don't want to keep an order I?ve collected from a shop via the click & collect service?

Simply return to the Koi Logic shop with the delivery note or order confirmation and the unwanted product you wish to return and tell the store staff you bought it online. The member of staff will then simply deal with the return while you wait. This applies to non-faulty products only.  Faulty products may require extra time for manufacturers to inspect the product under guarantee and cannot always be dealt with while you wait.

Click and Collect - Which products can I order for shop collection?

The click and collect service is available for every product we sell.

Corporate Sales - Will I receive a VAT receipt for my order?

Yes, you will automatically receive a VAT receipt with delivery of your order.

Corporate Sales - What discount will my business receive on a corporate order?

Contact us for all corporate account and corporate discount enquires. sales@koilogic.co.uk

Corporate Sales - What are the payment options for my business order?

Corporate business customers can pay by bank transfer, credit or debit cards

Corporate Sales - Do you offer a corporate sales service?

Yes we do. Contact us for all corporate account and corporate sales enquires. sales@koilogic.co.uk

Corporate Sales - How do I place a bulk order for my business?

Contact us for all corporate account and corporate bulk order enquires. sales@koilogic.co.uk

Corporate Sales - Is there a minimum spend on corporate sales?

Contact us for all corporate account and corporate sales enquires. sales@koilogic.co.uk

Corporate Sales - Can I use the Koi Logic logo within my promotion?

Not without contacting us first. sales@koilogic.co.uk

Corporate Sales - Can I use the Ogata Koi Farm logo within my promotion?

Not without contacting us first. sales@koilogic.co.uk

Our Company - Do you have any job vacancies?

For all job enquires you will need to provide an up to date CV sent to us at the following email address: james@koilogic.co.uk

Our Company - How do I apply for a job with Koi Logic?

For all job enquires you will need to provide an up to date CV sent to us at the following email address: james@koilogic.co.uk

Our Company - How many Koi Logic shops are there?

There is currently one family owned and managed Koi Logic shop located in Upminster Essex. See map

Our Company - How does Koi Logic deal with its suppliers?

We always aim to build long term honest and fair relationships with our suppliers.

Our Company - What's your policy on recycling?

Where possible we aim to recycle. We often use suppliers packaging within our customers packaging which reduces the need for more new packaging materials.

Our Company - How many employees do you have?

Currently we have three employees 

Our Company - How does Koi Logic support UK manufacturers?

Where possible Koi Logic try's to do business with British manufacturers and is always looking to increase product ranges from British suppliers.

Our Company - What initiatives have you put in place to minimise packaging?

Where possible we aim to recycle. We often use suppliers packaging within our customers packaging which reduces the need for more new packaging materials. Bubblewrap, cardboard and other packaging materials will often be re-used.

Our Company - How can I follow Koi Logic on Facebook?

Go to www.facebook.com/koilogic or search for KoiLogic within your facebook app.

Our Company - What measures are you taking to reduce your impact on the environment and promote good environmental practice?

We recognise how important our environment is for now and future generations. By reducing our emissions, improving shop energy efficiency and water consumption, exploring sources of renewable energy, making our transport operations as environmentally responsible as possible and minimising packaging we aim to operate and grow our business as green as possible.

Our Company - Can I follow Koi Logic on Twitter?

Search www.twitter.com/koilogic or search for koilogic in your Twitter app.

Payment Options - Which payment options do you accept?

We accept the following payment types: Visa; Visa Debit; MasterCard; Delta; Maestro; Solo; American Express and Cash.

Payment Options - Do you offer Interest Free Credit?

We're sorry but we do not offer interest free credit.

Payment Options - How do I pay for my order?

After you have chosen your product's, simply click on the "checkout" button at the top right of the screen and you'll be guided through the payment process. 

Payment Options - Do you accept PayPal?

We're sorry, but we do not accept paypal. We offer these payment options: Visa; Visa Debit; MasterCard; Delta; Maestro; Solo; American Express and Cash.

Payment Options - Why has my payment been refused?

Please contact your card issuer for details on why your card was refused. Call us if you need further advice.

Payment Options - Can I pay by BACS in your shop?

This is not a usual method of payment for retail customers. Although business account customers can request this method of payment whilst in-store.

Payment Options - I'm unhappy about buying goods online - is there another way I can order?

Yes, you can purchase the product from our Essex based store or call us to place a phone order.

Payment Options - I've been charged a different price to the one advertised on the website?

If you want to query a transaction please call us or email us. sales@koilogic.co.uk

Payment Options - When will I be charged for my order?

You'll be charged between, when your order is placed online and before your order is despatched.

Payment Options - I've used the wrong credit card for my order - can I change the payment method?

Once your order has been placed, we're unable to change your payment method. You would need to cancel your order, and then place it again using your preferred payment method

Payment Options - I have a query regarding my transaction.

Please Call us for help regarding your order transaction.

Payment Options - Do you accept cheques in your shop?

We're sorry but we do not accept cheques. We accept the following payment types: Visa; Visa Debit; MasterCard; Delta; Maestro; Solo; American Express and Cash.

Payment Options - Are my credit or debit card details saved in my Koi Logic account?

For security, no credit card or debit card data is stored within your Koi Logic account.

Payment Options - What is the card validation/security code?

The validation/security code is the last 3 digits of the number printed on the signature strip on the back of your card.

Payment Options - Is it safe to enter my payment details online?

Your payment is handled by Sage Pay which is a trusted and safe payment gateway provider.

Prices - Where can I find information on pricing?

Prices are shown next to each product listed. Contact us if you require further price information.

Prices - There is a promotion code online, can I use it in your store?

Promotional codes are only valid on koilogic.co.uk and are not available for use in-store.

Ratings and Reviews - Can I ask a question about any product on koilogic.co.uk?

Contact us by email or phone for further information on any product listed.

 

Ratings and Reviews - How do I ask a question about a product?

Contact us by email or phone for further information on any product listed.

Ratings and Reviews - How do I rate a product?

Below the listed product, click on the "write a review" button where you can rate and review the product.

Shop information - How do I get to your shop?

See location map and directions for our shop

Shop information - Does your shop have a customer collection point?

Our shop does have a customer collection point. Please look for "Customer Services" where the collection point is located or ask a member of shop staff.

Shop information - Do you have disabled toilets in your shop?

Although we do not have designated disabled toilets our Female and Gents toilets both have good access with a a door opening of 840mm.

Technical Information - What are cookies?

Cookies are small text files stored on your computer when you visit certain web pages. koilogic.co.uk uses cookies to keep track of what you have in your basket and to remember you when you return to our site.

Technical Information - Can I order products without having cookies enabled?

To order products at koilogic.co.uk, you will need to have all cookies enabled. If you don't wish to enable cookies, you'll still be able to browse the site. Call us for help on enabling cookies

Technical Information - What is phishing?

Phishing is the practice of tricking a person into giving out confidential information. Examples can include falsely claiming to be a legitimate company when sending an e-mail to a user, in an attempt to get the user to send private information that will be used for identity theft and fraud.

We'll never ask you to send any personal details via email. If we require such details, for security reasons we'll ask you to contact us by phone. Should you receive an email claiming to be from koilogic.co.uk requesting this kind of information, please do not respond but let us know. 

Technical Information - Can I access Wi-Fi in the Koi Logic Shop?

We're sorry, but we do not have an open wireless network. We do though, have a good mobile signal strength across our shop.

Technical Information - Can cookies harm my computer?

Cookies cannot harm your computer, but we do use encrypted information gathered from them to help improve your experience of the site. Contact us for more advice on cookies.

VAT - How do I get a VAT receipt?

An automatic order confirmation/receipt email will be provided after your order has been placed with us online. For telephone sales a receipt will be dispatched within your parcel with your ordered products.

VAT - How do I claim VAT back?

If you qualify for a VAT refund, please call or email us, sales@koilogic.co.uk after your goods have been delivered and we will discuss a credit for the amount ot VAT charged.

VAT - Can I get my VAT deducted at the point of sale?

Unfortunately, we don't have the facility to deduct VAT when charging for goods. If you qualify for a VAT refund, please call us after your goods have been delivered. 

Warranties and Guarantees - How long is my electrical product guaranteed for?

As standard most electrical products are guaranteed for one year. Some manufacturers offer longer guarantees which we pass on to the customer at no charge. Please note as an example, if a product has electrical parts and non-electrical parts like an airpump, if the diaphragms were to fail in the airpump these are not covered under the one year electrical manufacturers guarantee, but are considered as a consumable part. Call us for further advice on products with guarantee restrictions.

Warranties and Guarantees - Does my guarantee cover commercial use?

All guarantee's cover domestic use only, unless stated "for commercial use" within a manufacturers guarantee.

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