Terms & Conditions
1. About Us
The Fresh Fish Shop is a trusted supplier of high-quality, sustainably sourced fish and seafood. We serve both retail and wholesale customers across the UK through our physical shops and online platform, offering hand-prepared, responsibly caught products with a focus on freshness and traceability.
We proudly operate from two retail locations:
London Bermondsey: Arch 8, Dockley Road, Spa-Terminus Business Park, SE16 3FJ
Haywards Heath: Palmerston House, 1 Commercial Square, RH16 1DR
The Fresh Fish Shop is a trading name of:
The Fresh Fish Shop Limited
Company Number: 06526367
VAT Number: 930107859
Registered Office Address:
Arch 8 Dockley Road, Spa-Terminus Business Park, London, England, SE16 3FJ
Contact Us:
Email: info@thefreshfishshop.com
Phone: 01444 451830/ 020 7846 6234
Website: www.thefreshfishshop.com
We are committed to supporting sustainable fishing practices, reducing packaging waste, and offering an exceptional experience from sea to plate. Our team sources fresh fish daily from UK coastal markets and trusted suppliers, delivering to homes, restaurants, and hospitality venues through chilled in-house delivery and third-party logistics partners.
2. Orders (Retail Customers Only)
These Terms & Conditions apply to retail customers only. Wholesale orders are subject to separate terms, available upon request at info@thefreshfishshop.com.
Retail orders can be placed either:
Online via our website: www.thefreshfishshop.com
Over the phone by calling our team on 01444 451830/ 020 7846 6234
In both cases, payment is securely processed through Shopify, using their GDPR-compliant checkout system.
3. Customer Responsibility
3.1. It is your responsibility to ensure all order details, including product selection, quantities, delivery address and contact information, are correct before completing checkout.
If you notice a mistake or need to amend your order, please contact us within 24 hours via email (info@thefreshfishshop.com) or by phone.
3.2. Availability, Substitutions & Seasonal Variations
All products are subject to availability. Because we supply fresh, responsibly sourced seafood, availability can vary due to seasonal changes, weather conditions, and sustainability practices.
3.3. If an item is unavailable, we will do our best to substitute it with a similar product of equal or greater value. If no suitable alternative is available, a refund will be issued in accordance with our Refunds & Returns policy.
4. Prices & Payment
4.1. Prices
All prices shown on our website are accurate at the time of listing and are displayed in British Pounds Sterling (GBP). Prices are subject to change without prior notice, but the price at the time of your order is the price you will pay.
4.2. We are a VAT-registered business. In accordance with UK VAT regulations:
4.2.1. Most fresh fish and seafood products are zero-rated for VAT, so no VAT will be added.
4.2.2. Ambient products (such as pantry items, preserves, sauces and non-perishables) are subject to VAT at the applicable rate. Where applicable, VAT is added at checkout for these products.
4.3. Product pages will clearly indicate whether VAT applies.
5. Payment Methods
5.1. We accept payment online and over the phone via our secure payment platform provided by Shopify.
5.2. We accept most major debit and credit cards, including Visa, Mastercard, American Express, and others, as shown at checkout.
5.3. Payment must be received in full at the time of ordering. We do not offer credit accounts for retail customers.
6. Price Errors
6.1. In the rare event of a pricing error on the website, we reserve the right to cancel or amend your order and will notify you of the issue as soon as possible. If payment has already been made, you will be offered a full refund or the option to proceed with the corrected price.
7. Delivery
7.1. Delivery Days & Times
7.1.1. We deliver from Tuesday to Saturday. No deliveries are made on Sundays, Mondays, or bank holidays.
7.1.2. Customers will be shown delivery slot options relevant to their address at checkout or when ordering by phone. We aim to deliver within the selected time slot, but this may vary due to external factors such as traffic, courier logistics, or weather.
7.2. Delivery Areas & Carriers
7.2.1. We offer delivery across most of the UK. Depending on your location, your order will be delivered by:
7.2.1.1. Our in-house driver – used where possible, limited to local deliveries.
7.2.1.2. Quiver – for many addresses within London (inside the M25). See their terms: https://www.quiver.co.uk/terms
7.2.1.3. Parcelforce – for national deliveries outside of RH16 and the M25 area. See Parcelforce terms: https://www.parcelforce.com/terms-and-conditions
7.2.2. If you live within the RH16 postcode area (e.g. Haywards Heath), we will deliver when possible, using our own driver for added care and flexibility.
7.3. Delivery Charges
7.3.1. Free delivery is available on all retail orders over £40.
7.3.2. Orders below £40 may be subject to a delivery charge, which will be clearly displayed at checkout or confirmed by our team when ordering by phone.
7.3.3. Where a third-party courier (e.g. Quiver or Parcelforce) is used, delivery charges are set by them, not by The Fresh Fish Shop. We do not add any markup to these charges.
7.4. Third-Party Courier Disclaimer
7.4.1. While we take great care in packing and dispatching your order, once a parcel leaves our premises and is handed to a third-party courier, The Fresh Fish Shop cannot accept responsibility for:
7.4.2. Delays in transit
7.4.2.1. Damaged or spoiled goods due to mishandling
7.4.2.2. Missed delivery attempts or incorrect redelivery scheduling
7.4.2.3. That said, we’re committed to helping you - if any issues arise, please contact us as soon as possible. We’ll liaise with the courier on your behalf to seek a resolution, including refunds or redelivery where appropriate and possible.
8. Receiving Your Order
8.1. Please ensure someone is available to receive and refrigerate the delivery on the day it arrives. As we sell perishable products, it is essential that goods are chilled as soon as possible after delivery.
8.2. We cannot take responsibility for any spoilage caused by delayed collection, failed deliveries due to customer absence, or improper storage after delivery.
8.3. Freshness & Storage
8.3.1. We take great care to ensure that your seafood arrives in optimal condition. All national deliveries are packed using special insulated packaging and ice packs to maintain a safe temperature during transit. This packaging is designed to withstand the higher temperatures that can occur during courier delivery.
8.4. Temperature Responsibility
8.4.1. Once an order is handed over to a third-party courier, we can no longer guarantee the temperature of the parcel, as it is outside of our control.
For this reason, we strongly recommend that customers refrigerate or cook all products as soon as possible after delivery to ensure freshness and food safety.
8.5. Best Before & Storage
8.5.1. Fresh seafood should be stored in a refrigerator (0–4°C) and consumed by the “use by” date provided.
8.5.2. For best quality, we advise cooking fish within 24 hours of delivery.
8.5.3. Certain items may be suitable for freezing - please check product labels or contact us for guidance.
9. Responsibility After Delivery
9.1. The Fresh Fish Shop cannot accept liability for spoilage caused by delayed collection, missed deliveries, or improper storage of products after they have been delivered.
9.2. Packaging Disposal & Recycling
9.2.1. We aim to use packaging materials that are functional, food-safe, and as eco-friendly as possible. Our insulated boxes and ice packs are designed to keep your seafood chilled in transit, and we encourage customers to reuse or recycle them where possible:
9.2.1.1. Insulated liners may be reused for picnics or chilled shopping. Some types are recyclable with soft plastics — please check with your local recycling scheme.
9.2.1.2. Ice packs can be reused or disposed of by emptying the gel contents into your general waste and recycling the outer plastic if accepted locally.
9.2.1.3. Cardboard outer boxes are fully recyclable in your household recycling bin.
9.3. We are continually reviewing our packaging choices to reduce environmental impact while maintaining food safety.
10. Allergens & Ingredients
10.1. We take food safety and allergen awareness seriously. Where possible, allergen information is provided clearly within the product description on our website. If you are unsure or require more detailed ingredient or allergen information, please contact our team before placing your order by emailing sales@thefreshfishshop.com or calling 01444 451830.
10.2. Cross-Contamination Notice
10.2.1. Due to the nature of our operations, all products are prepared and packed in a shared facility where common allergens may be present. This includes, but is not limited to fish, shellfish (crustaceans and molluscs), eggs, milk, mustard and celery.
10.2.2. In particular, fresh fish and shellfish are handled and stored in close proximity within our warehouse and retail premises. While every effort is made to avoid cross-contamination, we cannot guarantee that any product is entirely free from traces of other allergens.
10.3. Customer Responsibility
10.3.1. It is your responsibility to assess the suitability of any product for their dietary or allergy-related needs. By placing an order, you acknowledge and accept the risk of trace allergens due to the shared handling environment.
11. Use of Website
11.1. By accessing or using our website www.thefreshfishshop.com, you agree to comply with the terms outlined in this section, which govern all interactions with our online platform.
11.2. Website Content
11.2.1. All content on our website, including text, images, product descriptions, logos and pricing, is provided for general information and marketing purposes only. While we make every effort to keep product information accurate and up to date, we do not warrant that descriptions, pricing or any other content is error-free, complete or current.
11.2.2. Images on the website are for illustrative purposes only. Actual products may vary in appearance due to their natural and seasonal characteristics.
11.3. Intellectual Property
11.3.1. All intellectual property on this website, including branding, design and content, is the property of The Fresh Fish Shop or its licensors. No content may be copied, reproduced, distributed or used without our express written consent.
11.4. User Conduct
11.4.1. You must not misuse the website by knowingly introducing viruses or other material that is malicious or harmful. You may not attempt to gain unauthorised access to the site, the server on which it is hosted or any connected databases or systems.
11.4.2. We reserve the right to suspend or block access to the website if we believe there has been a breach of these terms.
11.5. Limitation of Liability
11.5.1. We do not guarantee that the website will always be secure, available or free from defects. Access is provided on an "as is" and "as available" basis.
11.5.2. To the extent permitted by law, The Fresh Fish Shop excludes all liability for loss or damage arising from your use of the website, including reliance on its content or any technical issues encountered.
11.6. Third-Party Links
11.6.1. Our website may contain links to third-party websites or services. These links are provided for convenience only and do not constitute endorsement. We are not responsible for the content, accuracy or availability of third-party sites.
12. Events Terms & Conditions
12.1. These terms apply to all events, workshops, tastings, or private hire experiences (“Events”) organised or hosted by The Fresh Fish Shop for retail customers only. Wholesale clients and corporate bookings are subject to separate terms, available upon request.
12.2. Booking & Payment
12.2.1. Events must be booked through our website or by contacting us directly info@thefreshfishshop.com.
12.2.2. Full payment is required at the time of booking and is collected via Shopify’s secure payment system.
12.2.3. You will receive a booking confirmation via email, which includes the event date, time, location, and a summary of what is included.
12.3. Cancellation & Changes
12.3.1. You may cancel or transfer your booking up to 2 calendar days before the event and receive a full refund.
12.3.2. Cancellations or changes made within 2 days of the event will not be eligible for a refund.
12.3.3. We reserve the right to cancel or reschedule an event due to low attendance, staffing, or unforeseen circumstances. If this occurs, we will notify you as soon as possible and offer a full refund or alternative date.
12.4. Attendance & Conduct
12.4.1. Please arrive at least 10 minutes before the start time to allow for check-in.
12.4.2. Attendees must comply with all health and safety instructions. We reserve the right to remove anyone acting inappropriately or creating a health risk.
12.5. Dietary Requirements & Allergens
12.5.1. If attendees have specific dietary requirements or allergies, these must be communicated to us at least 7 days before the event.
12.5.2. While we make every effort to accommodate allergies, our kitchen handles fish and shellfish in close proximity, so trace cross-contamination may occur. We cannot guarantee a fully allergen-free environment — attendees participate at their own risk.
12.6. Liability
12.6.1. Participation in events hosted by The Fresh Fish Shop is at your own risk. While we take every reasonable precaution to ensure a safe and enjoyable experience, The Fresh Fish Shop accepts no liability for any personal injury, loss, damage to personal property, or illness sustained during or as a result of attendance at an event, except where such injury or loss is directly caused by our proven negligence.
12.6.2. Attendees are responsible for their own safety and the safety of any minors or dependants attending with them. If you have any medical conditions, allergies, or mobility concerns that may affect your participation, it is your responsibility to inform us in advance and assess whether the event is suitable for you.
12.6.3. Where an event is hosted at a third-party venue, The Fresh Fish Shop disclaims all liability for any incidents, hazards, or failures related to that venue’s infrastructure, staffing, or health and safety compliance. In such cases, liability rests solely with the third-party provider unless explicitly stated otherwise.
12.6.4. To the fullest extent permitted by law, we also exclude liability for indirect or consequential losses, including but not limited to:
12.7.3. By booking an event, you acknowledge and agree to these limitations of liability.
12.8. Images & Media
12.8.1. We may take photographs or videos during events for marketing purposes. If you prefer not to be included, please inform us at the time of booking.
13. Refunds and Returns
13.1. At The Fresh Fish Shop, we take great care in preparing and delivering high-quality, perishable goods. As such, all sales are considered final once the order has been accepted and delivered, except in the limited circumstances described below.
13.2. Conditions for Refunds
13.2.1. Refunds may be offered at our sole discretion in the event that (i) items are missing from the delivered order, (ii) packaging is visibly damaged in a way that reasonably compromises the safety or freshness of the products, or (iii) a delivery charge has been incorrectly applied, such as where a free delivery threshold has been met.
13.2.2. Any request for a refund must be submitted in writing to sales@thefreshfishshop.com within 24 hours of delivery. The request must include the order number and, where applicable, photographic evidence supporting the claim. We are under no obligation to consider any claims made outside this 24-hour window unless exceptional circumstances are demonstrated and accepted at our discretion.
13.2.3. All refund decisions are made on a case-by-case basis and are final.
13.3. Courier-Related Issues
13.3.1. Where delays, losses, or other issues arise from the actions or omissions of third-party couriers such as Quiver or Parcelforce, The Fresh Fish Shop shall not be held liable. Once goods have left our premises and are in the possession of a third-party carrier, responsibility for delivery lies with that carrier.
13.3.2. In circumstances where delivery is delayed, partially completed, or where items are damaged during transit, we may, at our sole discretion, offer a partial refund, store credit, or discount against a future order. Such gestures are goodwill-based and do not constitute an admission of liability.
13.4. Non-Returnable Nature of Goods
13.4.1. Due to food safety regulations and the perishable nature of our products, we do not accept physical returns under any circumstances. Any unsolicited returned items will be discarded and no refund will be issued.
13.5. Refund Method and Processing
13.5.1. Where a refund is approved, it will be processed to the original method of payment used at the time of order. We do not issue cash refunds or refunds to alternative accounts. Refunds may take between 5 and 10 working days to appear in your account, depending on the bank or card issuer.
13.6. Customer Responsibilities
13.6.1. It is your responsibility to ensure that all order details, including delivery address and product selection, are accurate at the time of placing the order. You must also ensure that someone is available to receive and refrigerate the goods promptly upon delivery. We are not responsible for spoilage, damage, or quality deterioration resulting from delayed receipt, incorrect delivery instructions, or improper storage after delivery.
13.6.2. By placing an order, you acknowledge and accepts the terms of this refund and returns policy in full.
14. Complaints
14.1. We are committed to providing a high standard of service and take customer feedback seriously. If you are dissatisfied with any aspect of your experience with The Fresh Fish Shop, you may raise a formal complaint by contacting us in writing at info@thefreshfishshop.com.
14.2. All complaints will be acknowledged within a reasonable time and investigated promptly. We aim to provide a full response within five working days of receipt. In cases requiring further investigation or third-party input, we will keep you informed of any delay and provide a revised timeline where necessary.
14.3. Submitting a complaint does not automatically entitle you to a refund, compensation, or any other remedy. Outcomes will be determined on a case-by-case basis following a fair and thorough review.
15. Dispute Resolution
15.1. We are committed to resolving any concerns or disputes fairly and efficiently. In the event that a complaint cannot be resolved through our internal process (outlined in Clause 16), both parties agree to take reasonable steps to resolve the matter through informal negotiation in the first instance.
15.2. If a satisfactory resolution is not reached, you may request that the matter be referred to a recognised UK-based Alternative Dispute Resolution (ADR) provider. We will consider such requests in accordance with our obligations under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
15.3. While we are not currently subscribed to a specific ADR scheme, we will cooperate in good faith with any certified provider you choose to appoint. The outcome of any ADR process is not binding unless both parties agree otherwise in writing.
15.4. This agreement and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute not resolved through negotiation or ADR.
16. Governing law
16.1. These Terms and Conditions, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales.