We hope to answer any queries you may have right here.
Our fish, use-by dates and storage
Where does your fish come from?
We work very closely with trusted, responsible fish merchants based on the docks at the Port of Grimsby. We will always support the local fishing industry who bring the freshest, seasonal seafood to our shores in a safe and sustainable way.
What about traceability?
It’s incredibly important to know exactly where our fish comes from. For every single portion of fish, our merchants provide us with all the details of where, when and how the fish was caught.
How is my fish selected?
We make sure that the fish in our boxes has been responsibly and sustainably sourced, and this means that we will only send you fish that’s in season. This will include white, oily, and flatfish, and the exact content depends on the catch of the day. If you require a specific fish in your order, contact us with your requirements.
Where can I check the use-by date?
When stored correctly, fish will be safe to eat two to three days after your order has been delivered.
Can my fish be frozen?
Absolutely. Fish can be frozen from the moment your order arrives. Always defrost your fish in the fridge overnight before cooking, and do not re-freeze once it’s thawed. For more information on storing and freezing food and leftovers, visit the NHS Choices website.
What does chilled mean?
Our chilled range is despatched frozen and will arrive to you defrosted or partially defrosted.
How do I store my chilled products?
Chilled products are best kept in the refrigerator and eaten within two to three days after your order has been delivered.
Can I put the tray in the oven?
Yes, the tray our chilled products are packaged in is oven proof. Make sure you completely remove the top film cover before putting them in the oven.
Is the tray recyclable?
Yes, the tray is widely recyclable.
Orders and deliveries
Can I change or cancel my order once it’s been placed?
If you need to make any changes to your order, email us at firstname.lastname@example.org and we’ll get back to you asap.
Can I postpone or have a break from my subscription?
Of course! Whenever you need to postpone your subscription, let us know by emailing email@example.com.
If I subscribe, when will I receive my first box?
When it comes to subscriptions, pick the delivery date of your first delivery. You can opt for fortnightly or monthly deliveries. For fortnightly subscriptions, your box will arrive every 14 days. For monthly deliveries, your order will arrive on the same (or nearest) delivery date every month.
Where do you deliver?
Ish Fish boxes can be delivered all across England, Scotland and Wales. We will deliver to Northern Ireland at a fixed flat delivery rate of £40. Unfortunately, we can’t offer international shipping just yet.
How much does delivery cost?
Orders under £45 will be charged a flat rate of £5, orders over £45 will be delivered free of charge. Again, Northern Ireland is a fixed flat rate of £40 as we are unable to offer free delivery in this area.
When can I expect my order to arrive?
When you place your order, you can pick a nominated day for delivery to make sure that your fish arrives on a day that is convenient for you. You can get in touch if you have any questions.
What about deliveries over Bank Holidays?
Unfortunately, we aren’t able to deliver over Bank Holidays or weekends. This is because we work to the operating times of the local Fish Market, where fish lands Monday to Friday.
Do I need to be in to receive my delivery?
We recommend that someone be available to collect your delivery so that your fish can be safely and properly stored. However, if this isn’t possible, please leave instructions so your Box can be left in a cool, dry, safe place.
How do I change my delivery address?
You can edit your delivery address when you log into the My Account section of the website. Unfortunately, we are unable to change the delivery destination once your box has been shipped. If you do need to change an address on an order that’s on its way, get in touch asap.
Uh oh, my box hasn’t arrived.
Send us an email with your name, address and order number and we’ll track it down for you.
Your account and payment
Help, I can’t log in!
To reset your
How do I unsubscribe from your emails?
If you don’t want to receive our emails anymore, click the ‘unsubscribe’ link on the bottom of your emails and follow any instructions.
I’m sorry but I want to close my account.
We’ll be so sad to see you leave, but if you do want to close your Ish account, email us at firstname.lastname@example.org and we’ll get this sorted.
Which payment methods do you accept?
We accept all major debit and credit cards and you can also pay via PayPal.
When will payment be taken from my account?
The first payment is taken immediately. If you have placed a subscription, payment will be taken before your next delivery.
How do I update my payment details?
We don’t store any payment method data. However, if you’ve placed a subscription, you can log in to My Account and edit, your new payment card details.
Why has my payment failed?
There’s no way of us knowing why your payment has failed. However, if you get in touch with your bank they will be able to tell you more.
Can I get a refund?
If you are not 100% happy with your order and can get in touch within 12 hours of your Ish Fish delivery, we can offer a refund.
We are able to fulfil larger, specific seafood orders to trade. To arrange a chat, send us an email to enquiries@ishfish. and we’ll get it in the diary.
How we use your data