Frequently Asked Questions
Have a question about our seafood or delivery?
You're in the right place. Below you'll find answers to the most common questions we’re asked — from how your fish is packed and delivered, to storage guidance and ordering tips. If you can’t find what you’re looking for, we’re always happy to help — just get in touch.
Our Fish
What makes your fish so fresh?
Our fish is sourced, filleted, and packed fresh on the day of dispatch.
We don’t hold stock — everything is prepared to order to ensure you receive the freshest possible fish, straight from the market to your door.
How long will my fish last?
Your fish will include a use-by date and will stay fresh in the fridge for around 4 days. Almost all of our fish is suitable for freezing and will last up to 6 months in the freezer.
Is your fish sustainably sourced?
Yes. We are committed to sustainability and personally buy from the daily Brixham Fish Market auction, prioritising day boats and responsible catch methods. We also stock certified sustainable options such as MSC hake and ASC-approved farmed fish.
Packaging
How is my fish packaged?
All our fish is vacuum packed and clearly labelled, then placed into fully recyclable cardboard boxes. Local deliveries are packed as they are, while nationwide orders include eco-friendly wool insulation and frozen gel packs to maintain temperature during transit.
How is the fish kept cold during delivery?
For nationwide orders, we use frozen gel packs and insulated wool liners inside robust cardboard boxes. This system has been rigorously tested to keep your fish cold for up to 48 hours. Local deliveries are made in our own vans.
Will frozen products arrive fully frozen?
The majority of the fish we sell is delivered fresh, and our packaging has been specifically designed to keep fresh seafood at a safe chilled temperature. While we do send some items out frozen, these may begin to defrost during delivery and will not be suitable for refreezing. Please store them in the fridge and use them within 48 hours.
Christmas Delivery Information
What are your Christmas delivery dates?
We’re delivering throughout December, with your preferred day selected at checkout (dispatch Tuesday–Friday).
To help during the festive week, we’re also offering extra delivery days on Sunday 21st, Monday 22nd and Tuesday 23rd December, which we don’t normally operate.
Last delivery day: Tuesday 23rd December.
Last day to place an order: Sunday 14th December (some dates may close earlier once capacity is reached).
Is there a Christmas delivery surcharge?
Yes — a £4.95 Christmas delivery surcharge applies to all orders delivered on Monday 22nd December and Tuesday 23rd December.
This small charge helps cover increased courier and staffing costs during the busiest week of the year.
How do I choose my Christmas delivery day?
You’ll be able to select your preferred delivery date at checkout.
If a date appears greyed out, it’s either full or unavailable.
We’ll email confirmation of your order, which will include your delivery date.
How are Christmas orders packaged?
Every product is vacuum-packed and clearly labelled with a use-by date.
We use eco-friendly wool insulation and frozen gel packs to keep your fish perfectly chilled.
Local deliveries arrive in cardboard boxes, while nationwide orders are sent in insulated wool boxes for maximum freshness.
How will I be notified on delivery day?
Nationwide deliveries are handled by DPD, who’ll send a 1-hour time slot via email, text or the DPD app.
Local deliveries are completed by our own vans — you’ll receive an email notification from us.
A DPD by 1pm upgrade is also available at checkout for an additional £4.95
Can I order now for a December delivery?
Yes — and we recommend ordering early. December delivery slots fill up quickly.
Can I collect my Christmas order instead of delivery?
Yes — simply choose Click & Collect at checkout.
Collection is from:
Hamiltons Fish, Unit 2 Lower Mill, Pottery Road, Bovey Tracey, TQ13 9JJ.
or
Our Pop up fishmongers - Launceston Town Square, Launceston PL15 8AE
You can select your preferred date and time when you checkout.
Can I include a gift message or remove pricing?
Of course — add your gift note on the cart page and we’ll include it in your parcel.
We never include pricing or invoices inside any Christmas orders.
What if there’s a courier delay or issue with my order?
If there’s ever a delay or delivery issue, please contact us right away. We can track your parcel via GPS and work with DPD to resolve it quickly.
Occasional courier delays can happen, especially at busy times of year such as Christmas. If your order is for a special occasion, we recommend selecting delivery for one day earlier where possible — just in case.
Our insulated packaging has been tested to keep products safely chilled for over 48 hours, ensuring your seafood remains in perfect condition even if delivery takes a little longer than expected.
Will you substitute products if something isn’t available?
We do not make automatic substitutions. If a product becomes unavailable, we’ll always contact you before making any change to offer a suitable replacement or a refund.
This ensures you receive exactly what you want, and that every order meets our usual high standards.
Delivery Information
Why don’t you offer next-day delivery?
Unlike many online retailers, we don’t hold stock. Every order is prepared to meet your chosen delivery day — meaning we source your fish fresh from Brixham Fish Market, fillet or portion it, and pack it all on the same day it’s dispatched. This extra step takes time, but ensures you receive the freshest fish possible, not something that’s been sitting in a fridge.
Where do you deliver?
We deliver across the UK mainland (excluding Highlands and Islands) four days a week — Wednesday to Saturday. Local delivery is available in TQ12, TQ13 & TQ14 every Thursday.
Can I choose my delivery day?
For DPD deliveries, we use sheep’s wool insulation and frozen gel packs to keep your order cold for up to 48 hours.
Yes — once you enter your address at checkout, you’ll see a calendar with available delivery days for the next 3–4 weeks.
What areas do you deliver to?
Local Delivery (by Hamiltons Fish)
Available every Thursday to the following postcodes:
TQ12, TQ13, TQ14.
Nationwide Delivery (by DPD)
Available Wednesday to Saturday across the UK mainland (excluding Northern Ireland, Highlands & Islands).
How much does delivery cost?
For local delivery in South Devon, we charge £4.95 for orders between £20 and £59.99. Orders of £60 or more qualify for free delivery.
For DPD deliveries, standard delivery is £4.95 on orders under £60, or free for orders over £60. You can also upgrade to 1pm or Saturday delivery from £4.95 depending on your order total.
Is there a minimum order amount?
Yes. The minimum order value is £20.
Is there a maximum order size?
No. You can order as much fish as you need — there is no upper limit.
Can I send my order to a different address?
Yes. You can enter a different delivery address at checkout. Please double-check your confirmation email to ensure the details are correct.
What if I miss my delivery?
At checkout, you can enter a note in the delivery instructions box for a safe place for your parcel if you’re out, such as a porch, shed or neighbour. If your order is left in your chosen safe place, we cannot accept responsibility for any missing, damaged or tampered parcels. If a parcel goes missing, we will require a crime reference number to open a claim with DPD.
Do you deliver to the Scottish Highlands?
No. Due to the extended delivery times, we are currently unable to deliver to the Scottish Highlands.
Will the driver ring the doorbell?
For local deliveries that we personally handle, we’ll always ring the bell or knock before leaving your fish in your chosen safe place.
For nationwide deliveries made via DPD, the driver may leave your parcel by your front door or in your designated safe place without knocking. We recommend downloading the DPD app to track your parcel and keep an eye out for your 1-hour delivery window, which will be sent to you on the day of delivery.
What if I live in a flat or apartment?
If you live in a flat, apartment or university accommodation, please be aware that some buildings may not allow delivery drivers access beyond the main entrance. In some cases, the driver may not be able to deliver to your door or leave the parcel at the entrance. Additionally, many reception desks or security teams will not accept perishable items on your behalf. We strongly recommend using the delivery notes section at checkout to give clear instructions or an alternative safe place if access may be restricted. Or ensure you are available to meet the drive at the main entrance.
Click & Collect
Can I collect my order?
Yes. You can select “Click & Collect” at checkout. We don’t have a shop, so all collections must be pre-ordered and arranged in advance.
Where exactly are you located for collection?
We’re based in Bovey Tracey, just opposite the House of Marbles. To find us, enter through Kenmart’s customer car park and drive up the small hill — we’re on the left at the top. Parking is limited and the turning space is tight, so we recommend parking on Pottery Road and walking up (feel free to admire the roofing products along the way!).
On Fridays, we also run a pop-up fishmonger in Launceston Town Square, where you can collect pre-orders from our branded van and display. Just select ‘Launceston Pop Up" – at checkout and we’ll have your order ready to collect.
What time can I collect my order?
You can select your preferred collection day and time slot during checkout. We'll have everything freshly packed and ready for you when you arrive.
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