We hope that these frequently asked questions will help to explain what we do. If there is anything else you may need to ask, please contact us by email at info@frozenfish.direct.

Ordering

How do I place an order?

Simply browse our website at frozenfish.direct, add items to your basket, and proceed to checkout. You can also contact us during our opening hours and we would be happy to take your order over the phone and discuss your needs.

What are your opening hours?

Our customer service team is available during the following hours:

  • Monday to Friday: 9am – 5pm
  • Saturday: 9am – 1pm
  • Sunday: 9am – 12pm

Is there a minimum order?

Please check our website for current minimum order requirements. We recommend ordering enough to make the most of your delivery, as our products keep perfectly in your home freezer for up to 3 months.

Can I order by phone?

Yes, you can contact us during our opening hours to place an order. Our team will be happy to help you choose the right products and discuss your requirements.

Do you offer gift vouchers?

Yes, we offer gift vouchers that make a perfect present for seafood lovers. Gift vouchers can be purchased and redeemed through our website. They are valid for 12 months from the date of issue. Please contact us for more details.

Can I amend or cancel my order after placing it?

Please contact us as soon as possible if you need to make changes to your order. Once your order has been packed and dispatched, we are unable to make amendments or offer cancellations due to the perishable nature of our products.

Our Products

Is frozen fish as good as fresh fish?

In most cases, our frozen fish is actually fresher than fresh fish. Our fish is filleted, packed and frozen within 3 to 4 hours of being caught, locking in all the flavour, nutrients and goodness at the peak of freshness.

So-called fresh fish, unless you have seen it being caught yourself, is normally at least three days old. If it is caught a hundred miles out at sea, then landed and sent by road to fish markets, bought and sent to the shops, it can be many days before it reaches you. Most of the swordfish, tuna and marlin loins advertised as fresh are anything up to 12 days old, kept looking fresh by pumping pure oxygen through the fish loins.

With modern freezing technology, frozen fish takes the worry out of how fresh the fish you are eating really is. Our opinion, backed by decades of experience in the industry, is that frozen fish is superior to supposedly fresh fish in the vast majority of cases.

What does “frozen at sea” mean?

Frozen-at-sea fish and cold-water prawns are caught at their peak of quality and frozen within 4 hours of catching, right there on the fishing vessel. This makes it the freshest and tastiest seafood available, as the fish never enters the traditional distribution chain where freshness is gradually lost over days.

What is the difference between frozen fish and chilled fish?

Chilled fish sold in supermarkets is often frozen fish that has been defrosted and then distributed through the chilled food chain. It is then sold to you as “chilled” with a shorter shelf life and often at a higher price. By buying frozen directly from us, you get the fish in its freshest possible state and can defrost it yourself whenever you are ready to cook.

How many products do you stock?

We stock over 400 different frozen fish and seafood products sourced from waters all around the world. Our range includes traditional favourites like cod, haddock and salmon, as well as exotic species, shellfish, sushi-grade fish, smoked fish, and our famous jellied eels. Because we sell frozen, you do not have to wait for your favourite fish to be in season.

Are your prices competitive?

Absolutely. As a major supplier with substantial buying power, we are able to offer exceptional prices across our entire range. We pass these savings directly onto our customers, meaning you get premium quality frozen fish and seafood at prices that are highly competitive compared to supermarkets and traditional fishmongers.

Do you sell wild-caught fish?

Yes, we offer a wide selection of wild-caught fish including sea bass, halibut, Dover sole, mackerel, red snapper, swordfish, and many more. Wild-caught fish is clearly labelled in our Frozen Wild Fish category so you can easily find what you are looking for.

Do you sell farmed fish?

Yes, we stock high-quality farmed fish and seafood such as salmon and warm-water prawns. Farmed fish and seafood is frozen within 4 hours of harvest, ensuring optimum freshness and quality.

Do your products contain allergens?

All of our products are fish or seafood based and therefore contain fish and/or crustacean/mollusc allergens. Individual product pages list specific ingredients where applicable. If you have any allergen concerns, please contact us before ordering and we will be happy to provide detailed information.

Are nutritional values provided?

We provide estimated nutritional values on our product pages. Please note that these are approximate and may differ slightly from batch to batch. We do not accept refund requests based on nutritional value variations.

Storage & Preparation

How long will frozen fish last in the freezer?

We recommend consuming our products within 3 months when stored in a standard domestic freezer. Our products are stored at -21°C in our commercial freezers. For best results, ensure your home freezer is set to at least -18°C and that products are stored correctly without repeated temperature fluctuations.

What is the best way to defrost frozen fish?

The best method is to place the fish in the refrigerator overnight, allowing it to thaw slowly and safely. This preserves the texture and flavour of the fish. For faster thawing, you can place the sealed fish in a bowl of cold water, changing the water every 30 minutes. Never defrost fish at room temperature or in warm water, as this can encourage bacterial growth and affect the quality of the fish.

Can I refreeze fish once it has been defrosted?

We do not recommend refreezing fish once it has been fully thawed, as this can affect the texture and quality. However, if the fish has been thawed in the refrigerator and is still very cold with ice crystals present, it may be safely refrozen, though there may be some loss of quality.

What is the best way to cook fish?

There are many wonderful ways to cook fish, but the golden rule is to cook it lightly. Fish tends to become tough and dry if overcooked, especially shellfish. Most fish fillets only need a few minutes on each side. A good test is that the flesh should be opaque and flake easily with a fork. For specific cooking guidance, check the individual product pages on our website or browse our cooking recipes section for inspiration.

Can I cook fish from frozen?

Many of our products can be cooked directly from frozen, which is a great time-saver. This works particularly well for thinner fillets, fish fingers, and pre-prepared products. For thicker fillets and whole fish, we recommend defrosting first for more even cooking. Always ensure the fish is cooked through to the centre before serving.

Delivery

Where do you deliver?

We deliver frozen fish and seafood to addresses across England, Scotland and Wales. We have an extensive delivery network covering hundreds of towns and cities. Visit our website to check if we deliver to your area.

How is my order kept frozen during delivery?

We take great care to ensure your order arrives completely frozen. Your fish is taken from our freezers which operate at -21°C. Our packers assemble your order in thick polystyrene insulated boxes with slices of dry ice added to maintain the temperature. The boxes are taped shut and shrink-wrapped, then stored back in our freezer until the courier collects them between 2–3pm each day.

The dry ice, which is much colder than your order at approximately -60°C, lasts around 24 hours, evaporating safely into thin air. During transit, your order is maintained at below -20°C, ensuring everything arrives completely frozen.

How long does delivery take?

Orders are dispatched via overnight courier. Once collected from us in the afternoon, your order is transported to the courier depot and dispatched the following morning for delivery to your door. Typical delivery is next working day, though this may vary depending on your location and the day of the week.

What should I do when my order arrives?

When your order arrives, simply unpack the products and place them straight into your freezer. Important: Be careful not to handle any dry ice packs that have not fully evaporated. Dry ice can cause cold burns if touched with bare hands. If any dry ice remains, leave it in a well-ventilated area to evaporate safely.

What happens if my order arrives damaged or not frozen?

We guarantee that your order will arrive frozen. In the unlikely event that there is an issue with your delivery, please contact us immediately at info@frozenfish.direct with photos if possible. We will resolve the issue as quickly as we can.

Do you deliver on weekends?

Our standard delivery service operates on weekdays. Please contact us if you have specific delivery requirements and we will do our best to accommodate your needs.

Payment & Pricing

What payment methods do you accept?

We accept all major credit and debit cards through our secure online checkout, including Visa, Mastercard, and American Express. All payments are processed securely.

Is it safe to order online?

Yes, absolutely. Our website uses industry-standard SSL encryption to protect your personal and payment information. Your data is handled securely and in accordance with our Privacy Policy.

Do prices include VAT?

All prices displayed on our website are the final prices you pay. What you see is what you pay at checkout, plus any applicable delivery charges.

Returns & Refunds

What is your returns policy?

Due to the perishable nature of our products, we are unable to accept returns once goods have been dispatched. This is for health and safety reasons. However, if you receive goods that you consider to be unsatisfactory or not as described, please contact us and refunds may be issued at our discretion.

How long do refunds take to process?

Any approved refunds will be processed within 10 business days. Refunds are returned to the original payment method used at checkout.

What if I receive the wrong item?

If you receive an incorrect item, please contact us immediately at info@frozenfish.direct. We will arrange a resolution as quickly as possible.

About Us

Who are Frozen Fish Direct?

Frozen Fish Direct is a family-run business with over 75 years of heritage in the seafood industry, specialising in delivering premium quality frozen fish and seafood direct to your door. We stock over 400 products sourced from waters around the world, and our team is always on hand to help you find exactly what you need.

How can I contact you?

You can reach us by:

Our customer service team is available Monday to Friday 9am–5pm, Saturday 9am–1pm, and Sunday 9am–12pm.

Do you have special offers?

Yes, we regularly run special offers and promotions across our range. Keep an eye on our Frozen Fish Offers category for the latest deals. You can also sign up for email updates to be the first to know about new products and exclusive discounts.

Do you cater for events, restaurants or bulk orders?

Yes, we welcome trade and bulk enquiries. Whether you are a restaurant, caterer, or planning a large event, please contact us to discuss your requirements. We can offer competitive pricing on larger orders and work with you to source specific products.