FAQs

Please watch the video below. If you still have remaining questions after the clip please give us a message on Whats app on +44 (0) 7384756114 and we will be happy to help. 

 

T & C ‘s

 

Guarantee of Quality

 

Fish to Your Door Ltd guarantees that all products supplied to customers are of the highest quality.

 

Payment Options

 

Fish to Your Door accept all major credit/debit cards (no minimum), PAYPAL and our website uses a secure payment system, Stripe. All transactions are in sterling GBP.

 

Acceptance Of Order

 

Our acceptance of your order takes place at the dispatch of the order, with the exception of special orders you may cancel your order up to this point. The purchase contract is made at the point of dispatch. The responsibility for the order is ours until you accept delivery of the order. We make every effort to dispatch your order as quickly as possible or to arrive on a date specified by you, but we cannot be held responsible for events out with our control. Please note due to the perishable nature of products sold on fishtoyourdoor.com we will not accept order cancellations after the point of dispatch.

 

Website Liability

 

We make every effort to ensure our website is as accurate as possible but we can accept no responsibility for any loss resulting from information contained on our website or in respect of any omissions or errors. We give no warranty to any of the information contained on our website. To the extent of the law, by using fishtoyourdoor.com you agree that we will not be liable to you or any third party for any loss or incidental damages that arise as a result of using fishtoyourdoor.com.

 

Returns Procedure

 

Please visit our returns page for full details of our returns policy.

 

Refunds

 

Refunds for valid claims will be made via the same method of payment as used to place the order. Fish to Your Door will refund the order value if they are unable to fulfil the order or have not received the payment in full. We do reserve the right to refund your orders due to any unforeseen circumstances. 

 

Right To Cancel

 

Your right to cancel starts at the time of placing the order, as all of our products are food and therefore perishable, your right to cancel ceases at the point of dispatch. We do reserve the right to cancel your orders due to any event outside our control or unavailability of stock. In such a situation, we will contact you promptly. If we have to cancel an order in these circumstances and you have made any payment in advance for products that have not been delivered to you, we will refund these amounts to you as soon as possible.

 

Delivery Methods & Times

 

Fish to Your Door deliveries are made by APC within 1 working day of dispatch, with the exceptions of remote areas, highlands and islands or any unforeseen circumstances - such as weather delay. 

 

We will deliver our products in specially designed polystyrene boxes to anywhere in the mainland UK. APC courier collects the completed orders from Fish to Your Door and delivers them directly to your door. Customers can give additional delivery instructions for their order online at the time of purchase. Deliveries are attempted at least once on the day of delivery. APC may deliver the package to a neighbouring house whilst posting full instructions for collection on an instruction card at the delivery address. If it is not possible to deliver the package on the day of delivery APC will return the package to the local depot and attempt to deliver on the next working day. 

 

Retention of Title

 

This remains with Fish to Your Door Ltd until the goods are paid for in full.

 

Delivery Charges

 

These are automatically added to the cost of the product as part of the process of submitting an order. Postage/delivery is subsidised for UK Mainland orders – Fish to Your Door charge for orders under £40, for orders over £40 delivery is free (excludes highlands, islands, saturday and international deliveries).

 

Image Liability

 

Please note that pictures on the website are for illustration only and will be different from actual product. We do not supply cooked products unless otherwise stated on the product. If in doubt, please contact us before ordering. Errors & omissions excepted.

 

Discount Coupons

 

Please note a maximum of one discount coupon can be used per shop session. We will not accept orders with multiple discounts on the same product or double discounts on all items in the order. We reserve the right to extend, withdraw or cancel promotional items, special offers or voucher codes, at any time for any reason without notice. All offers are subject to availability and while stocks last.

 

You warrant that you are using a voucher code on our site in good faith. If you redeem or attempt to redeem a voucher to which you, or a third party, are not entitled, you may be committing a civil or criminal offence.

 

If we make a refund for a Product that has been purchased under a promotional offer, the refund will be based on the terms of the promotional price. Your statutory rights are not affected.

 

In the event that Discount Voucher Codes are issued, they will have their own terms associated with them. These terms will be explained at the time the code is issued (if the code is issued electronically or physically, i.e. posted/delivered, then the terms will be explained in writing). If you are in possession of a code that does not work please contact customer services immediately. If the code is not working as a result of its individual terms and conditions then this will be explained.

 

Any introductory offers are available as one-off purchases only and we reserve the right not to honour introductory offers at our discretion.

 

Order Confirmations

 

Upon submitting an order using our automated shopping basket system, the customer will receive an email containing order confirmation and details of the order. 

 

Data Protection

 

Fish to Your Door Ltd is committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998 and General Data Protection Regulation 2018) and according to the Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. Fish to Your Door will not e-mail you in the future unless you have given us your consent. Fish to Your Door will give you the chance to refuse any marketing email from us in the future. The type of information we will collect about you includes: your name, address, phone number and email address. We will not share your email address or any other details.

 

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Web Trader Code. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

 

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a 'cookie' which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. For detailed information on data protection, cookies and privacy please request a copy of our Privacy Policy.

 

Security

 

Fish to Your Door limited provides the customer with a secure payment system by Stripe that meets all requirements issued by consumer protection and law. We regularly review the security of the system and follow the strict instructions of Stripe.

 

Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

 

Stripe forces HTTPS for all services using TLS (SSL), including its website and the Dashboard.

 

All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons is able to obtain plaintext card numbers; instead, they can just request that cards be sent to a service provider on a static whitelist. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure and doesn’t share any credentials with Stripe’s primary services (API, website, etc.). Further information on Stripe security can be found here

 

If you have any queries about the security of the system please contact fishtoyourdooroffice@gmail.com

 

Multiple Orders

 

For multiple orders (company or corporate gifts) please contact us separately by e-mail: fishtoyourdooroffice@gmail.com

 

Unforeseen Circumstances

 

While every effort will be made to meet shoppers demands, cancellations or variations may be necessary as a result of Act of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought or other causes beyond the control of Fish to Your Door Ltd.

 

Complaints

 

If you have a complaint please contact us immediately by e-mail to fishtoyourdooroffice@gmail.com or by phone 07384756114. All complaints will be acknowledged within one working day. Any complaint will be dealt with fairly, effectively and confidentially in accordance with the Web Traders Trust UK Code of Practice. These complaints will be dealt within seven working days.

 

Law

 

These terms and conditions shall be governed by and construed in accordance with United Kingdom Law and you hereby agree to be subject to the jurisdiction of the British Laws.

 

These terms and conditions do not affect your statutory rights.

 

Company Details:

 

Registered Company Name and Office Address:

 

Fish to Your Door Ltd.
Office 12, Ingleby House, Crowhurst Road, BN1 8AF.

 

Company No. 12574507