Fish People

FAQs

 

 

Is there a minimum order?

We have a £25 minimum order. This is necessary due to the costs involved in the recyclable and chilled packaging required to keep your order fresh until arrival.

How much will delivery cost?

Delivery is charged at £4.95 for UK mainland next day. Monday-Friday. Delivery is free on weekday orders over £75. 

Saturday deliveries are charged at a premium rate of £6.50. 

Where can you deliver to?

We can deliver all throughout Scotland (excluding the Highlands as defined by DPD zones) England & Wales.  

Post codes covered are as follows:

AB: 1-30, 39-40, 46-50 &57-99  AL: 1-99 B: 1-99

BA: 1-99  BB: 1-99 BD: 1-99 BF: 1-99 BH: 1-99

BL: 1-99  BM: 1-99 BR: 1-99 BS: 1-99 CA: 1-99

CB: 1-99  CC: 1-99 CF: 1-99 CH: 1-99 CM: 1-99

CR: 0-99 CT: 1-99 CV: 1-99 CW: 1-99 DA: 1-99

DD: 1-99 DE: 1-99 DG: 1-99 DH:1-99 DL: 1-99

DM: 1-99 DT: 1-99 DY: 1-99  E: 1-99  EC: 1-99

EH: 1-99 EN: 1-99 EX: 1-99 FK: 1-99 FY: 1-99

G: 1-99  GL: 1-99 GU: 1-99 HA: 1-99 HD: 1-99

HG: 1-99 HP: 1-99 HR: 1-99 HS: 1-99 HU: 1-99

HX: 1-99 IG: 1-99 IP: 1-99 

IV: 29, 33-35,37-39,57-62,64-99

KA: 1-99 KT: 1-99 KW: 9, 18-99

KY: 1-99, L: 1-99, LA: 1-99 LD: 1-99 ML: 1-99

LE: 1-99 LL:1-99 LN: 1-99 LS: 1-99

LU: 1-99 M: 1-99 ME: 1-99 MK: 1-99

N: 1-99, NE: 1-99 NG: 1-99 NN: 1-99 NP: 1-99

NR: 1-99 NW: 1-99 OL: 1-99 OX: 1-99 

PA: 1-19, 39-40, 59, 79-99

PE: 1-99 PH: 2-4, 11-14, 27-29, 45-48, 51-99 

PL: 1-99 PO: 1-99, PR: 1-99, RG: 1-99 RH: 1-99

RM: 1-99 S: 1-99 SA: 1-99 SE: 1-99 SG: 1-99

SK: 1-99 SL:1-99 SM: 1-99 SN: 1-99 SO: 1-99

SP: 1-99 SR: 1-99 SS: 1-99 SR: 1-99 SS: 1-99

ST: 1-99 SW: 1-99 SY: 1-99 TA: 1-99 TD: 1-99

TF: 1-99 TN: 1-99 TQ: 1-99 TR: 1-20, 26-99

TS: 1-99 TW: 1-99 UB: 1-99  W: 1-99 WA:1-99 

WC: 1-99 WD: 1-99 WF: 1-99 WN:1-99 WR: 1-99

WS: 1-99 WV: 1-99 YO: 1-99 ZE: 4-99

When will my delivery arrive?

Your delivery will arrive on your chosen delivery date. If there is a delay expected on your order, we will advise you via email the day before the delivery is due. 

We ship all of our orders on a next day service with DPD. In a small number of cases, parcels can be delayed by one additional day due to misrouting errors within the DPD system. Whilst we understand this is frustrating, the goods are packed sufficiently to keep them chilled for up to 60 hours and will still be in great condition when they arrive. We are not liable for any delays with DPD. 

What if I am not in when the parcel arrives?

If you are not in, the parcel will be left in a safe place. DPD cannot return the parcel to the depot as it is perishable. You will receive tracking updates via DPD, so please ensure you leave the correct email address and preferably a mobile contact number so that you may receive this. You can also download the DPD app which provides more accurate tracking and further safe place options. If you are not at home to collect your parcel we cannot be held responsible for weather damaging your parcel or theft.

Can I place a repeat order?

You can place multiple orders in advance or if you would like, you can subscribe to your weekly, fortnightly or monthly fish boxes, offering a selection of fine fish at your chosen interval. You can elect to omit any fish you do not wish to receive.

How will my produce be packaged?

All fresh fish will arrive vacuum sealed and ready for freezer storage. Freshly prepared meals will arrive in plastic containers which can be fully recycled within your household waste. The vacuum packs and containers are then placed inside a wool cool inner, alongside some freezer packs and then carefully wrapped and placed inside one of our simple cardboard boxes. We felt it necessary to use cardboard as polystyrene boxes are not only unsightly but also not easy for our customers to recycle or re-use!

How is my produce chilled during transit?

Each order is placed inside a wool cool sleeve, which keeps the temperature below 5° when used in combination with ice packs. Keeping the produce chilled during transit. Once your parcel arrives, remove it from the box and wool sleeve and place in the refrigerator or freezer (if safe to do so, follow product storage guidelines).

Where does your fish come from?

We source the finest quality seafood from many different Scottish suppliers that we have worked closely with for many, many years. Scottish waters are considered by many as the best in the world for fish, with just the right temperatures for producing excellent quality seafood.  Each item you receive will detail the catch area and landing area, so you know exactly where it comes from.

Can I freeze my fish?

Yes, all our fresh produce is suitable for freezing on the day of receipt. Our fresh meals will have advice on the labels as to whether they are suitable for freezing. Some of the items are not suitable for freezing as we do not believe they will retain their quality once defrosted. We believe they are best enjoyed as freshly as possible.

How can I get in touch?

We can be contacted via email – orders@thefishpeopleshop.co.uk 

We are also on Facebook & Instagram, feel free to send a private message with your query and we will reply to you as quickly as we can.

Can I purchase a gift voucher?

Yes! We have gift vouchers available here if you would like to give a friend a treat, we can also send a box on your behalf to a friend or loved one if you wish.

How do I redeem my gift voucher?

After you have selected your items, during the checkout process there is an option to apply a discount code, please enter your voucher code here and press apply. The value of the gift voucher will automatically be deducted from your order total.

There is an item missing from my order, what happens next?

Should any item be missing from your order or something is not as you expected, please get in touch and we will rectify as soon as possible.

We believe in only supplying the highest standard of fresh produce, on a very rare occasion, should we feel something is not of the standard we expect, we would rather not send to you than to send you something we would not feel comfortable serving at our own table. You will of course receive a full refund if this is the case.

Can I amend my order after I have placed it?

Unfortunately, for your own security, we are not able to alter the amounts charged to your payment card, this means we cannot add additional items to your order. If something is urgent, please get in touch and we will do our best to accommodate.

What if an item from my order is unavailable?

Whilst we do have steady supplies of most seafood, from time to time some items are unavailable. If this happens we will process a refund for this item and you'll be notified of this via your delivery note. If you require the items for a special occassion, please make note of this in the 'additional notes' section. This will ensure someone contacts you to offer a suitable alternative. 

I've entered the wrong address - what should I do?

If you have entered the wrong address during checkout, please get in touch with us as soon as possible. Once the order leaves us we cannot amend the delivery address and if the parcel does not reach you due to incorrect information given at the time of ordering, we cannot be held liable for items not delivered. 

My parcel is delayed, should I reject it?

All of our parcels are issued on a next day service with DPD. On occassion, due to unforseen circumstances, there can be an additional 24 hour delay with delivery. The goods are well packaged and are kept safely chilled for up to 60 hours. You should not reject delivery of your parcel, we are unable to accept liablity for rejected parcels as these are not returned to us. Should there be an issue with the parcel, please photograph and send images to enquiries@thefishpeopleshop.co.uk quoting your order number.

Can I cancel my order?

If you wish to cancel your order, please contact us as soon as possible. Unfortunately, if your order is already with the courier, we are unable to cancel your order.

Can I return items?

Due to the nature of the fresh produce we cannot accept returns. However, if the produce arrived in an unsatisfactory condition, please get in touch and we will endeavour to rectify as quickly as possible. Please provide photo evidence where possible.

I would like to make a complaint

If you are not entirely satisfied with your produce, please contact us as soon as possible via email or telephone, we will endeavour to reply as soon as possible and agree a resolution. Whilst complaints are rare, we will value all feedback and will work to ensuring it does not happen again.

I am signing up for a subscription, what do i need to know?

Thank you for considering a subscription with us! You can choose to recieve your box weekly, fortnightly or monthly. There's not hassle, your payments automatically generate and a few days later your box will be delivered. You'll be kept up to date on when it is arriving and you can track this with DPD. 

Whilst we know you will be delighted with your fish deliveries, should you wish to cancel, please note there is a minimum term of 3 payments before a subscription can be cancelled. After this 3 month period you can log into your account, access subscriptions & cancel.

If you need to make any changes to your subscription, i.e frequency or delivery address then just get in touch at enquiries@thefishpeopleshop.co.uk and we'll take care of this for you.