Terms & Conditions
THE IMPORTANT STUFF
Late delivery. As of June 2020, around 98% of our deliveries are made on the day you select. The others arrive a day late. Causes of delay include mis-sorts by the courier company, traffic accidents and driver errors. Unfortunately, these cannot be eliminated so by placing an order, you agree to accept your delivery a day late. Your order will normally stay frozen inside our packaging until the day following delivery. If the contents have defrosted and are no longer cold, we will refund or replace them. In order to qualify for this refund or replacement, you must accept the delivery, inspect the contents and contact us within 18 hours.
No signature. If you do not answer your door at the point of delivery, your parcel will be left at your risk, assuming the delivery person considers there is a suitable place to leave it. If your order is returned to the depot, you will have to collect it at your own expense or wait an extra day for delivery.
Non-delivery. We monitor courier deliveries via the courier's website, but we need you to take responsibility at your end. For instance, occasionally, a courier leaves a parcel in the porch of the wrong house. We cannot correct such an event unless you tell us you do not have your delivery. So, if your courier delivery is not in your hands by 3pm on the due date please contact us by telephone or email: email@example.com. If you cannot get through to us on the delivery date we need you to contact us again the following morning. You will be sent the tracking number via text message which allows you to track your order and can spot any upcoming issues with the delivery. You will be sent an email once the parcel has been delivered or left safe. If you are at the delivery address and receive this but don't have the parcel you must call us immediately so that we can rectify a mis-delivery.
Emails. We will send you a) an order confirmation email, b) if necessary other emails relevant to the good delivery of your order and may send you c) an order review email.
Phone calls. We will call you within one month of the delivery of your first order to check that you found our fish and service satisfactory. During this call we will ask if you would like to receive up to one call every six weeks about special offers which based on the contents of your basket, we believe will interest you. If you decline this offer we will not call you again.
Returns. You cannot return frozen or chilled items to us. If you wish to return other items (eg a tin of fish) for any reason other than it not being of satisfactory quality, you may do so at your own expense. We will refund the cost on return to us in good condition within ten days.
Substitution In cases of stockouts etc, we are entitled to substutute any item in your order with an item of the same or higher value of the same or very similar product.
Guarantee. We aim to supply fish and provide an overall service of the highest quality. If you think we have failed, please contact us. We will offer a resolution with three working days.
The small print
Cancellation. You may cancel your order up to 10am the day before delivery. If cancelling this late, please do so by phone. We will refund you, but reserve the right to charge £10 (£20 for international orders; advise us by 10am UK time).
Customer support. Call us on 01428 687768 at any time (from outside the UK, +44 1428 687768). This number is manned Monday to Friday 9-5 and will otherwise accept a message. We aim to respond to all calls within 24 hours except at weekends / public holidays. Alternatively, email firstname.lastname@example.org.
Taxes and duties on international orders. You are responsible for these and please note that if you are contacted by the courier company for payment of such charges, you will need to make the payment quickly to ensure your goods arrive at an acceptable temperature.
Payment. Your order will be charged to your card when the order is placed. Our card payment partner (Stripe) uses SSL (Secure Socket Layer) for security. This encrypts information on input. We do not see your card number when you place an order on our website. If we need to call you for your card details in the event of a failed payment or we take your order by phone, we will not keep a record of them unless you ask us to do so for your own convenience.
Complaints. If you wish to complain, please call or email as above. We will try to acknowledge your complaint within one working day, and say how we propose to resolve it within five working days.
Freefone number. You can use the following freefone number to update us about your marketing preferences: 0800 231 5998. This number is not manned but will take a message. Please state your surname, postcode, phone number and marketing preferences. We will do our best to comply within ten working days.
Collateral contract. When we despatch an order to you, a collateral contract between you and the courier company may come into force. By placing an order, you assign to us your rights under this collateral contract.
Links to other sites. We take reasonable care with links provided to other sites, but accept no responsibility for their content.
VAT. There is no VAT on fish. For other items, VAT at the relevant rate is included in the price. Our VAT registration number is 591 8946 82.
Company details. The Fish Society is the trading name of SAF Ltd, registered in England number 2797697 at 1 Coopers Place, Wormley, Surrey, GU8 5TG.
Governing law. These terms and conditions are governed by the Laws of England and Scotland.