FAQ'S

Here you’ll find the answers to the questions we’re often asked. If you can’t find the answers you need below, please get in touch via the button below.

 

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TODAY'S FRESH DAY BOAT LANDINGS

Ordering

Do you only supply to businesses?

Our Wild Harbour website and app are mostly for businesses, but we do have a retail website that can deliver restaurant-quality fish and shellfish to your doorstep.

Please visit to order online: https://coast-to-home.co.uk/ 

How do I place an order?

For new customers, we ask that you create an account with us before placing an order. You can do so here, or contact our friendly team by phone at 01736 448668 or by email at info@wildharbour.co.uk

By phone: 
Monday through Friday, 8 a.m. to 5 p.m., our courteous and committed customer care team can be reached by phone at 01736 448668. You can also leave a message for us on our 24-hour phone line, and we’ll contact you back the next business day.

Email: 
If you prefer to order by email, please email info@wildharbour.co.uk with your complete name, company name, and the items you wish to order. Please check our app for updates if you’d like to see what’s available before purchase. Alternatively, our helpful staff will be pleased to provide assistance, advice, and support.

Download Our App: 
Our Wild Harbour App was created in-house and gives information on the daily catches that are available for order each morning, as well as other information. Each day, the App will notify you when the daily landings have arrived at our HQ and what is available for next-day delivery. Our app is available on the App Store for iOS and the Google Play Store for Android.

Can I place an order via the website?

The daily catch from local day boats lands fresh Cornish crab and lobster, magnificent line-caught sea bass in season, mackerel, pollack, sole and place. Wonderful Cornish native oysters, mussels and hand dived king scallops. But with over 40 local species, from  Cornish Sole to Sardines, the truth is we never know what the tide will bring in.

Due to all our produce being sourced by day boats and landed daily, we can not provide live stock levels on our website nor allow ordering online. Our produce is fresh daily, sold daily and delivered to you. We publish every morning the fish that has been landed that morning and is available for sale. 

Download our App on Apple Store OR Play Store.  

Do I have to open an account?

Yes, all new customers will be required to apply for an account with us. If you’d like to open an account with us, we’d love to welcome you onboard! Please contact our customers services team via phone on 01736 448668, email us at orders@wildharbour.co.uk OR please apply online here

How do I know what's available to order?

Our fresh and seasonal fish and shellfish is landed by Cornish day boats each morning, packaged and delivered direct to you within 48 hours. Each morning, the landed produce is listed on our app with stock levels. If you download our app, it will automatically notify you when the list has been updated this is usually before 9AM each day. 

Download Our App: 
Our Wild Harbour App has been developed in house and provides information on the daily catches available to order each morning and general information. The App will update you each day when the daily landings have arrived at our HQ and what is available to order for next day delivery. Download our App on Apple Store OR Play Store.  

Alternatively, please contact our customer service team on 01736 448668 who will be able to provide details of the produce available that day and also give you advice and support on alternative species should the type of fish or shellfish be out of season. 

 

Is there a minimum order?

Your account manager will provide minimum order value upon opening an account with us. 

When do I need to place my order by?

Our fresh fish and shellfish is caught and landed daily by local day boats in Cornwall. The produce is brought in each morning and stock levels are listed on our app, the produce is sold fairly quickly once listed. We’d suggest ordering by 11.30AM for next day delivery, if you are ordering later than 11.30AM please contact our customer service team on 01736 448668 to confirm availability. 

During busy periods, next day delivery may not always be available.

Can I add to my order once it has been placed?

Yes, however this will depend on availability of produce and if your order has been packaged ready for shipping or shipped. Please contact our customer service team as soon as possible on 01736 448668.

Can I change my delivery address after I have placed my order?

If you need to change your delivery address after you’ve placed your order, please contact our customer service team as soon as possible to have the address amended. If your parcel has left our premises with the courier, you will need to contact the courier company to have the address changed. We use DPD courier for the majority of our deliveries, they do provide an option to enter another delivery address via the tracking number you are provided with after you’ve placed your order. If you change your delivery address via DPD, Wild Harbour will not be liable for the address details entered and provided to the courier company. 

Can you prepare my fish and shellfish for me?

Yes! We are more than happy to prepare your fish or shellfish for you. Please view our Cuts & Portion’ guide. 

If you’d like to request selected cuts and portions or anything bespoke, please contact our customer service team on 01736 448668 or at orders@wildharbour.co.uk, and we will be happy to help.

Something I'd like to order is unavailable. Will it become available again?

The majority of our fish is landed daily by local day boats into Wild Harbour, therefore we never quite know what the tide will bring us each day. We also fish in seasons, therefore in some seasons particular species are not available due to protection of breeding and population. Please view our seasonal species guide here.

Our produce is listed daily on our app and is available via our customer team, if there is a particular species of fish that isn’t available on the day of your order our team will be able to advise the best alternative 

Something is missing from my order, what do I do?

It is very rare that produce would be unavailable or missing from your order. If something has accidentally been missed from your order, please contact our Customer Service team at: 01736 448668 or orders@wildharbour.co.uk

Can I cancel my order?

Yes, you can cancel your order before it has been shipped from our premises. To cancel your order please contact us on 01736 448668 or email orders@wildharbour.co.uk 

Payment

When do you take payment for my order?

After opening an account with us, you will be provided with an account credit limit. Once you place an order, you will receive an invoice and delivery details of your order. Our credit terms are 5 days after month-end unless otherwise agreed, and all accounts must be settled in full on the 5th of each month. 

We also accept payment at the time of placing your order, should you prefer to pay for your orders in advance.

What payment methods do you accept?

 The majority of payments is via bac’s transfer, we can also accept all major credit and debt cards.

Do you retain card details?

No we do not retain card details. 

My Account

How do I open an account?

We’d love to welcome you aboard! Please contact our customer services team on 01736 806233 or orders@wildharbour.co.uk, and we will be happy to help.

Alternatively, apply online here.

How do I amend my personal details, delivery, or billing addresses?

Please contact our customer services team on 01736 806233 or orders@wildharbour.co.uk, and we will be happy to help.

How do I update my delivery instructions for my order?

Please contact our customer services team on 01736 806233 or orders@wildharbour.co.uk, and we will be happy to help.

How do I update my payment details?

If you’d like to update your payment details, please contact our customer service team on 01736 806233 or orders@wildharbour.co.uk

Where can I find my previous orders?

If you need extra copies of your invoices, please contact our customer services team on 01736 806233 or orders@wildharbour.co.uk and we will be happy to help.

How do I close my account?

We will be sorry to see you go, but if you need to close your account please give Jace or Patrick a call on 01736 806233 or email orders@wildharbour.co.uk, and they will be in touch to close this down for you.

Delivery

Where do you deliver?

We deliver to the whole of the mainland of the UK and Europe Only. 

Do you deliver to Highlands, Ireland and Northern Ireland?

Currently, we are unable to deliver to the Highlands, Ireland, Islands and Northern Ireland. Due to the produce being raw, fresh and unfrozen the shipping times do not allow for a quick enough turn around to ensure the produce is delivered as fresh as possible. 

What are your delivery charges?

The majority of our produce is shipped the same day as ordering to ensure next day delivery, the pricing for delivery is based on the weight, number of boxes and destination of your parcel. The cost of your order including delivery will be confirmed with you when your order is placed. 

Please note: 
Saturday / Sunday deliveries maybe charged at an extra rate.

Do you deliver my order yourself?

We do not deliver the orders ourselves, we use DPD as our trusted delivery partner.

DPD offer a ‘predict’ delivery service whereby they inform customers of a one-hour delivery window notified by SMS and/or email – so you know exactly when your delivery will arrive.

Do I need to sign for my delivery?

As the produce is fresh, and chilled within the packaging, the delivery driver will not be allowed to keep the parcel if you are not on the premises. You will need to be available to take the parcel or alternatively simply tell us at the time of ordering, where you would like us to leave your order and our courier will follow your instructions. 

Please note: 
Once the Goods have been delivered in accordance with your delivery instructions, you will be responsible for them. Our responsibility for everything other than damage due to our negligence or due to a manufacturing design or design fault will cease upon delivery.

How do I track my delivery?

When you place an order online, you will receive a live tracking code from our courier DPD via your provided email or phone number.

On the morning of your delivery the live tracking link will update with a timed delivery slot. You will be able to see exactly where your parcel is and approximately what time it will be delivered to your door.

If you have downloaded the DPD app you will also receive notifications via the app for your order.

Our customer service team track every order between 8am – 5pm to ensure they will be delivered on time.

What should I do if my order hasn't arrived?

If your box has not arrived by the allocated delivery slot please contact our Customer Service team as soon as possible on: 01736 448668

Please be aware during busy periods deliveries may be slightly delayed. If your order has not arrived within 2 hours of your delivery slot please give us a call.

How is the food packaged and does it stay fresh?

Our cardboard boxes are FSC certified and can be put into regular household and business recycling bins. We have just moved over to using Wool Cool eco Food packaging that are produced using 100% pure wool. They have a proven track record within the food industry as the trusted performance insulated packaging solution that delivers perishable goods in perfect condition. The wool packaging is completely recyclable and re-usable, we are offering a reward scheme for returning your wool cool packaging also, please see the packaging for details! 

What do I do with my empty boxes & packaging? Can they be recycled?

If your box has not arrived by the allocated delivery slot please contact our Customer Service team as soon as possible on: 01736 448668

Please be aware during busy periods deliveries may be slightly delayed. If your order has not arrived within 2 hours of your delivery slot please give us a call.

Our Fish & Shellfish

Is all your seafood from Cornwall?

Yes! Our local fisherman fish the inshore waters of the Cornish coast, landing daily in St Ives, Newlyn, Porthleven, Falmouth, Hayle and Portreath just to name a few! By choosing to buy your seafood from us, you are supporting the Cornish fishing industry! 

Is all your seafood sustainably caught?

Without doubt, one of the most important factors in our business is the sourcing of sustainable species. With this in mind, our buyers work hard to source sustainable fish and shellfish from the local Community and further afield, with the aim of minimising the effect of overfishing, thus ensuring the survival of livlihoods and species for years to come.

Is all your seafood traceable?
Our beautifully wild produce is brought to you from local independent fishing vessels, who are just as passionate about sustainability, catch care, and delivering stunning fresh fish to you as we are.
All our fish is fully traceable with details of the boat, fisherman, date, time and catch method all available and detailed within your order.
Why is seasonality of fish important?
We feel it is our duty to educate and inform our customers about the variety of fish and shellfish available on their doorstep. We have been instrumental in championing relatively unknown species, such as the Cornish Megrim Sole, as a viable alternative to other species which are threatened with overfishing. Not only does this serve to increase interest in Cornish fish, but also is in keeping with our ethos. Learn more about seasonality here.

wild, fresh & fair

Still have a question?