FAQs
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 £2.50 per order for our London Delivery Service. For the nationwide delivery 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 Service area, 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 delivery courier service, there are specific cut off times to ensure a particular delivery day. Please refere to the table here, for more information. If you find you have placed your order after the cut off time for the delivery of your choice, please email us; we still may be able to move your delivery day for you, though we cannot guarantee this.
There are times, during high demand and discount weeks, whereby our next day delivery day 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 to deal with the such high demand, (specific to the local delivery zone)
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). We are unable to give a more precise window as this will depend on certain factors such as the amount and type of orders we have had the day before. 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.
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 additional notes at the check out. By doing so you accept sole responsibility for your order. We are unable to leave your order unattended without your instruction. 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 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.
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.
Can I pre-order fish for delivery at a future date?
There is no need to reserve your fish order or a delivery slot. Our fresh fish is delivered daily to us in large quantities and we always have plenty to fulfil our home delivery orders. For this reason we only offer next day delivery. If you would like to order for a specific day simply order the day before you require your delivery.*
There are times, during high demand and discount weeks, whereby our delivery day 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 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.
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 you don’t receive your confirmation email. It is worth adding us as a contact which will help prevent your email server blocking us.
Why haven’t I received my order confirmation?
Have you entered your email correctly? Please check your email Spam or Junk folders in case you don’t receive your confirmation email. Adding us to your contacts will help prevent this from happening.
How can I change my order?
Once your order has been placed changes cannot be made. 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 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 and a new window will open giving more details. If freezing your fish, please place in freezer immediately upon receipt.
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.
Do You Deliver to Me?
We deliver to many parts of the UK, either via our very reliable courier service or via our own 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
If you are at all unsure, email us an enquiry at homedelivery@theupperscale.co.uk
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 order?
Please email us at homedelivery@theupperscale.co.uk If you have an issue with any part of your 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.
I have a discount code, how do I use it?
Our discount codes are only to be used in the time frame that is given on our website. We are unable to add any discount code after the order has been placed. No pre-orders are accepted during our discount periods. Discounts are not applicable on items that are on special offer, sale or promotion. Bespoke orders are not included.
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 been also 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.*
Can I recycle the packaging?
The boxes your fish is delivered in are completely recyclable as is the paper it is wrapped in. We also use bio-degradable bags to place the portions into. Our ice packs can be collected on your next delivery; these are sanitised and reused, thus reducing our water usage.
What can I do with the ice packs?
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.
* Applies to deliveries in our London Delivery Service zone
