delivery & returns

FRESH/FROZEN SEAFOOD

‍The majority of our seafood arrives through the night. As a fresh caught product, due to many different factors such as bad weather conditions and seasonality, It may occasionally be substituted with a similar alternative - we will always notify you of this. The daily fish market closes very early, so when ordering for 'next day' postage, if fresh fish is unavailable, we will use frozen fish.

All though every attempt is made to ensure frozen produce arrives frozen, we cannot guarantee that it will 100% of the time. This is due to circumstances outside our control. By ordering you are happy to accept this is the case.

‍DELIVERY COST

‍Preparing and delivering perishable products in packaging that is hygienic yet both safe for our environment and entirely kerb side recyclable is a complicated and expensive process. We try and absorb this cost but unfortunately this is only economically possible on larger orders, therefore we charge the following:

NATIONWIDE:

‍Under £75:      £7.50 for deliveries Tuesday - Friday, £15 on Saturday

Over £75:        Free for deliveries Tuesday - Friday, £10 on Saturday

‍LOCAL:            

Under £25:      £3 for deliveries on Wednesday & Friday            

Over £25:         Free

HOW WILL MY SEAFOOD AND MEAT BE DELIVERED?

‍For Nationwide delivery your products will be delivered to your door by DPD inside an unbranded fully recyclable paper & cardboard insulated box with reusable ice gel packs. Your products will be safe in this packaging for up to 48 hours from dispatch.

For Local delivery your products will be delivered by us. Again, inside an unbranded insulated bag/box with reusable ice gel packs. Your products will be safe in this packaging for up to 24 hours from dispatch.

‍HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

‍Orders for nationwide delivery placed before 4pm on the following days Mon - Thursday will be dispatched the next working day for overnight delivery. Orders placed Friday – Sunday 4pm will be dispatched on Monday for overnight delivery unless selected otherwise.

Local orders placed before 4pm Tuesday and Thursday can select Wednesday or Friday local delivery at checkout if your address is within designated postcodes. This option is Automatically decided once you have entered your postcode at checkout.

WILL YOU DELIVER TO MY WORK ADDRESS?

‍We can deliver to your residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the package will be delivered to the place not the person.

‍DO YOU HAVE A SHOP?

‍No, we do not have a shop. All orders must be made online.

‍CAN I RING UP AND PLACE AN ORDER?

‍No, we are very sorry, but we cannot take orders over the phone orders. All orders must be made online. However, we will happily answer any questions you may have before you order.

‍HOW WILL I KNOW IF MY ORDER HAS BEEN RECEIVED?

‍After you hit the Submit button you will receive an email confirming the order (please make sure your email address is correct and always check your junk folder). Please allow up to 30 minutes for this email to arrive. Our Courier company will also be in touch via email or text once your order has been booked onto their system so you know when it will be arriving.

I HAVE RECEIVED A FAULTY ITEM, WHAT SHOULD I DO?

‍Please email us at ben@thesurfandturfcompany.co.uk with your name, address and a photo of the damaged item.

‍AN ITEM IS MISSING FROM MY ORDER

‍Regrettably, mistakes can happen, if the invoice states an item should be in your parcel but it’s not, please contact us at ben@thesurfandturfcompany.co.uk within 24 hours of receiving your order, and we will rectify the mistake as quickly as possible.

‍I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT SHOULD I DO?

‍Please provide us with a photo and a short description of the error and include name, address and phone number to ben@thesurfandturfcompany.co.uk so we can deal with the issue as quickly as possible.

‍WHAT IS YOUR RETURNS POLICY?

‍Faulty products: Under the Consumer Rights Act you have a right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described. Please advise us of any problems on arrival of your products so we can put things right as soon as possible. All original packaging needs to be kept with the products so we can effectively investigate the situation. Subject to evidentiary inspection and acceptance by us, we will fully/partially refund or provide a replacement where applicable.

Non-faulty products: Due to the perishable nature ofSeafood and Meat we cannot accept non faulty returns once your item has been dispatched. Should you change your mind prior to dispatch please contact us on 01299 513080 and we will do our best to rectify the situation.

I WAS OUT WHEN MY ITEM WAS DELIVERED, WHAT SHOULD I DO?

‍Please always be in to receive your delivery, but if you know you are going to be out… PLEASE SPECIFY A SUITABLE SAFE PLACE TO LEAVE YOUR DELIVERY… on the email/text verification that you will receive from our courier. These are perishable items and as such we cannot be held responsible for loss if your package cannot be delivered.

‍WILL THE DRIVER KNOCK ON MY DOOR?

‍Please be aware that delivery procedures evolved considerably during the pandemic. We would prefer it if the driver always knocked or rang, but many no longer do and we cannot make them. Instead, the completion of your delivery is usually notified by a text. You need to look out for this text and act on it when received. If your order does not arrive in the delivery window, please call us. We will chase it on your behalf. Our team tracks all deliveries. If we see an issue, we will let you know as soon as possible.

‍MY ITEMS HAVE NOT ARRIVED

‍If you have not received your parcel, please contact us on 01299513080 or email ben@thesurfandturfcompany.co.uk

‍Please note: If your parcel has been correctly delivered by our courier and there is evidence to show this (picture) we will not be able to refund or resend your parcel as both companies have done their respective roles correctly.
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Please always be in when your time slot is allocated and if you are not in our courier will let you specify a safe place for your parcel to be left. 

‍MIS-DELIVERY

‍We monitor courier deliveries via the courier's website, but we need YOU TO ACCEPT RESPONSIBILITY YOU 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 the end of your delivery window, please call us on 01299 513080. Normally, customers who provide a mobile phone number will receive a text with a tracking link and another text or email once the parcel has been delivered. 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 amis-delivery.  

‍I HAVE ENTERED INCORRECT INFORMATION FOR MY ORDER, WHAT DO I DO?

‍Please make sure all your address and contact information is correct on your order because once it has been shipped, we are unable to change your address/phone number/email with our courier.
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If you provide the wrong address on your order and we subsequently deliver to that address we cannot offer a refund.