FAQs
Do you deliver to me?
We deliver to many parts of the UK, either via our very reliable courier service or via our own temperature controlled vehicles. Which delivery you are offered will depend on whether you are within our London Delivery area or live further afield. Please check out our pages regarding our London Delivery Service and our Nationwide Courier Service
For our Nationwide Courier Service – some of our day boat specials may not be available.
If you are at all unsure, email us an enquiry at homedelivery@theupperscale.co.uk
Is there a minimum order cost?
There is a minimum order of £20 for our London Delivery Service. A £40 minimum order applies to orders made via our Nationwide Courier Service.
How much will my delivery charge be?
There is a flat rate delivery charge of £3.00 per order for our London Delivery Service. For the Nationwide Courier Service, a delivery cost of £10 applies, (premium rates may apply for Saturday deliveries).
Which day will I receive my order?
For deliveries within our London Delivery Zone, all orders place before midnight Sunday – Friday will be delivered the next day. Orders taken on a Saturday will be delivered on the Monday unless it is a public holiday. We do not deliver on Sundays or public holidays.
For our Nationwide Courier Service, there are specific cut off times to ensure a particular delivery day. Please refere to the table here, for more information.
There are times, during high demand and discount weeks, whereby our next day delivery service may be suspended. In this case, you will be offered the next available day. On occasion, our calendar can open for a few days (usually around Chrstimas and Easter) to deal with the such high demand.
We may also open the calendar to offer more delivery day choices during these times of high demand.
We will post this information on our homepage and shop page if this is the case.
What time will I receive my order?
Our deliveries are between 7.30am and 4pm* (although we strive to complete our deliveries much earlier than our deadline). When we are particularly busy, such as Fridays and Saturdays, we will send an ETA for your delivery in the morning. If your delivery has not arrived by 4pm, please feel free to contact us at homedelivery@theupperscale.co.uk. If you require your fish for a specific occasion or lunch then consider having it delivered the day before; your fish will still be extremely fresh.
Please note, specific requests for morning/afternoon deliveries will not be actioned. As we take our orders up to midnight, we do not organise our routes until the early hours of the morning. Depending on the route, your order may arrive in the morning or the afternoon.
If you are using our Courier Service, you will receive a delivery window via the courier on the morning of your delivery.
Do I have to be at home to accept my order?
You can leave us instructions to leave your order in a safe place using the notes section at the checkout. By doing so you accept sole responsibility for your order. We recommend you add any notes right before you proceed to payment, as if you return to the basket you may lose the notes you have added.
If there is nobody to take the package and we are unable to contact you, your order will need to be returned to us* A re-delivery charge may be also applied. It is imperative that you supply us with a telephone number that you can be contacted on and a valid email address. These details must be supplied at the checkout as our driver may need to contact you regarding the delivery so please keep your phone on.
If you are using our Nationwide Courier Service, a redelivery is not possible and therefore clear instructions must be given. The courier will leave your parcel in a safe place if nobody is at home to take the order.
Will I receive confirmation of my order?
Once an order has been placed and payment accepted, you will receive a confirmation email. Please check that your email and contact telephone number are correct. Please check your email spam or junk folders in case it has found its way there. It is worth adding us as a contact which will help prevent your email server blocking us.
It is important to check your order confirmation email as you will be able to confirm any notes you added. If they are not showing, please contact us here homedelivery@theupperscale.co.uk
How can I change my order?
Once your order has been placed you cannot amend it yourself. However, you can contact us if you would prefer to cancel the order and place an amended one. Please contact us at homedelivery@theupperscale.co.uk and we will be happy to assist you.
How long can I keep it chilled?
With the storing of fresh fish, the cooler the better. We recommend our fish be consumed within 3 days of the delivery day unless stated otherwise. The optimum temperature is 4°c or below and avoid keeping the fridge door open for any length of time.
Can I freeze the fish?
Most of our fresh fish can be frozen and consumed within 3 months of delivery, however, there are exceptions and these are shown within the description of the individual item. Just click on the picture of your item and a new window will open giving more details. If freezing your fish, please place in freezer immediately upon receipt.
Can my whole fish be filleted?
Almost all of our whole fish can be filleted upon request and we can also remove the skin. Simply add your request to the notes section at the checkout page. Any notes you make will be shown on your order confirmation email. If your notes are not showing please email us here at homedelivery@theupperscale.co.uk
If you specific prep request, email us here as well and we will speak to the prep team on your behalf.
Can I order fish that is not on the website?
There are fish we can offer on a bespoke order as long as we have a couple of days notice. larger fish such as, bass, turbot, plaice and Dover sole; different fish such as snapper and John Dory and seafood such as fresh uncooked cockles and periwinkles. Smoked cod’s roe and cuttlefish are other favourites. Just email us with your request and we can see what can be sourced.
How can I contact you?
Please email us at homedelivery@theupperscale.co.uk We usually have a very quick response time although it may take longer on exceptionally busy days, Sundays and public holidays. We aim to respond on the same day especially if the query is regarding an upcoming delivery.
What if I have an issue with my delivery/order?
Please email us at homedelivery@theupperscale.co.uk If you have an issue with any part of your delivery/order please contact us as soon as you realise the problem. Photos of the product in question will be extremely useful and help to resolve the issue quicker. We reserve the right to collect any item before any refunds are agreed to be paid.
Referrals/discount weeks
If you are happy with our products and would like to share this with a friend, we off a Refer a Friend discount scheme. Please see here for more info.
If you are placing an order during one of our very popular 20% discount weeks, this discount is automatically applied at the checkout page once your details have been completed.
How is my fish packed?
Your fish is prepared and packed by hand by our own team. Your fish will arrive in a box that has also been packed with ice. Each portion, as advertised on our website, is individually wrapped in paper and then placed in a bag. This allows our customers to easily place the portions of their choice into the freezer or the refrigerator. Your fish is then delivered using our own temperature controlled vehicles.*
For our Nationwide Courier Service, your order will arrive in an insulated box with ice packs. You usually receive your order within 24 hours of dispatch. However, the box have been designed that, should there be a delay for your delivery, your fish will be kept fresh for 72 hours.
Can I recycle the packaging?
The boxes your fish is delivered in are completely recyclable as is the paper it is wrapped in. Our ice packs can be collected on your next delivery; these are sanitised and reused, thus reducing our water usage.
What web browser/platform should I use?
Our payment platform works well with all browsers, including Google Chrome and Safari, however if you are using Internet Explorer/Microsoft Edge, make sure you are running the latest version. Our website works best with Google Chrome, if you are using any other web browser be sure to refresh your page as they can show historic information.
* Applies to deliveries in our London Delivery Service zone
