FAQs

Answers to our most frequently asked questions are just one click away.

Orders

Click on the red “shop now” button, Log into your account if you have one, select your products, delivery date and complete the checkout process. Alternatively, you can call our office on 0646641427 and place the order over the phone. However, if you want to accumulate loyalty points you will need to place your order online and log into your account before placing your order.

Yes, you can order fish whenever you want it, it doesn’t have to be a regular order.

After an order has been processed an email notification will be sent to you confirming the order details. If you don’t receive this email, we recommend checking your junk mail folder as sometimes mails get redirected here.

However, if you still cannot find your email confirmation, and want reassurance that your order went through ok, just give our office a call on 064 664 1427 or email accounts@starseafoods.eu . Our team will be happy to check and confirm your order status with you. It also allows us to investigate with our tech team, why the email confirmation didn’t get to you.

To be a part of our loyalty program you need to have registered for an account with us, you can do that through this link https://starseafoods.ie/my-account/

Once you have signed up for an account you need to sign into your account before making a
purchase (if you forget to sign in, we cannot retrospectively reimburse your points). Points will accumulate with every order you place – approximately 10 points for every €1 you spend with us.

Once you have built up points you can use them at the checkout page against future orders; 10 points equals roughly 5 cents in savings. You will see a blue box prompting you to use your points. To use them just click the “apply discount” button and they will be used to get a reduction off your total bill.

Upon completing an online order, a window will pop up with the opportunity to refer a friend. Alternative you can use the below link for referring friends and family (it will take you through the same process).

https://starseafoods.referralcandy.com/

When you click the link, it will lead you to a page asking you to enter your own name and email address. This information is then used to generate a link associated with you which you can send to family and friends.

Your family and friends need to click on the link you provide them to generate a discount code which they then enter in the coupon field during checkout. Once their order completes all the way through to successful delivery, the system will automatically recognise them as your referred customer and will send you an email with your discount code to use on future orders. If your friend doesn’t click that link to generate the coupon code when placing their order, then the system will have no
knowledge of the referral.

Deliveries

Our delivery service requires delivery to be made to an address – we don’t organise to meet people. To see a list of areas and counties we deliver to and on what days, visit the delivery page of our website www.starseafoods.ie/where-we-deliver-to/

If your county / town is not currently listed, keep an eye on our website though as we may deliver to your area in the future.

Delivery is free, the only requirement is that you spend a minimum of €10 and you will qualify for home delivery.

We will send you a text message at 5.30pm the day before your delivery date. This will give you an approximate 90-minute delivery window of when you will receive your order, allowing you to arrange for someone to be home. You will also be given the contact information for your driver in case you need to get in touch with them for any reason.

Unfortunately, you cannot select the exact time your order is delivered.

If you know you will not be home on the delivery date, you can call our office on 064 664 1427 to arrange an alternative date. To change the delivery date for your order then we would need notice a minimum of 24 hours before the delivery date. Once the fish has left our premises (early in the morning of your delivery day), we will not be able to change the delivery date.

We will send you a text message at 5.30pm the day before your delivery date. This will give you an approximate 90-minute delivery window of when you will receive your order, allowing you to arrange for someone to be home.

If you are not home when our delivery driver arrives, they will make every effort to contact you using the contact details you have provided. If no contact can be made, our drivers will leave and take your order with them. They will not return later in the day as they will leave the area to complete other orders. Your order will not be refunded, or delivery date changed at this point, as the original order has been prepared specifically for you and the fish will have been wasted.

Payment

All orders must be paid for up front, and we accept most of the major payment methods such as PayPay, Credit / Debit card, Google Pay, Apply Pay. Unfortunately, we don’t accept cash on delivery.

Your payment method may be declined for several reasons e.g. the card has expired; you don’t have enough funds in your account; the card issuer sees suspicious activity that could be a sign of fraud.

However, it can also be because you don’t have up to date SCA measures on your account / device. SCA stands for Strong Customer Authentication, which is a strong level of security that the banks and financial institutions are constantly updating to make online card payments safer. Generally, it involves approving a payment transaction via your banking app on your phone / tablet. If you don’t have this set up, you won’t be able to approve the payment. Contact your bank for more information.

Product

No, our gift voucher does not have an expiry date. The recipient can use them whenever they like with no pressure to redeem by a certain date.

On the checkout page, when purchasing a gift voucher, you will have the option to receive it instantly or select a date in the future to receive it. The voucher is sent in electronic format, so you can send it to your own email address to print if you require a paper copy, or you have the option to send it directly to the recipient (you just need to ensure you have their email address).

Of course, we are happy to try and meet all requests where possible. Just add the information of what you require in the ‘Order Note’ section of Checkout and our filleters will action.

Please note however that we do not fillet whole fish on request. The prices we charge considers the filleters work needed to prepare the fish. We therefore ask if you want your fish in individual portions that you purchase the fillet portions.

Fish can come in all shapes and sizes. Therefore, it is possible to get 2 pieces that have the same weight but have a different shape. If you really want the fish portions to be the same shape, then please add a note to your order and we will aim to deliver them in this way.

The product descriptions on the website give details of where our fish is sourced from as different fish come from different places to ensure we get the best quality. For example, our white fish is sourced from Castletownbere which is just a short distance from our factory.

We also have a country flag on our website so hopefully this provides an at a glimpse indication of where the fish comes from whilst browsing our shop.

If you are specifically looking to shop Irish, we have a subcategory of products which are Irish, which can be found using the following link: https://starseafoods.ie/product-category/irish/. Where possible we will always try to provide wild Irish fish, but there are some species of fish where we must source them in other countries or opt to sell the farmed option rather than wild. This may be due to availability and costs.

We get fish delivered daily and ensure the freshest fish is what is prepared, cleaned, filleted, and sent out for the home deliveries.

Our Salmon is superior grade farmed. Not all salmon farms are created equal, more important than the country of origin is the standards at the farms e.g., no overcrowding in the cages, good quality feed etc. we only use select farms in Scotland or Norway that meet our standard.

We do not sell wild salmon as the stocks are too low in Ireland.

For the most part we don’t sell organic salmon on the website, however when we do it will be clearly marked as such.

We can appreciate there may be difficulty securing orders for certain types of fish. Unfortunately, our stock levels depend on the quantity caught meaning what we sometimes expect to get in doesn’t match what we ultimately receive. A good time to check availability is mid-morning as this is usually when we know exactly what is coming in and update the website.

Alternatively, you can click the ‘back in stock button’ for a particular product, and we will send you an email to let you know as soon as its back in stock.

Where possible we recommend eating our fresh fish products within 2-3 days of receiving your order as it tastes best freshest. However, you can always opt to freeze your fresh fish if you prefer. We would recommend doing this as close to receipt of the fish as possible. If you do opt to freeze, please ensure the product is consumed within 24 hrs after fully defrosting.

Smoked Salmon will have a use by date on the packaging and should be fully wrapped and kept in a cold fridge once opened. It should then be consumed within 3 days.

Frozen fish will have a best before date on the packaging.

If freezing your fresh fish, wrap in cling film or place in a freezer bag and freeze on the day you receive it. White fish can be frozen for 6 months whilst oil rich fish such as salmon or trout can be frozen for 3 months. Defrost thoroughly in the refrigerator before cooking and use within 24 hours. Once thawed do not refreeze.

Please note our Mussels and Oysters are delivered live and should therefore be cooked before freezing. Mussels shouldn’t be eaten if you have frozen them without cooking.

Our frozen products will be delivered to your frozen so you can pop them straight into the freezer and keep them till you are ready to use them.

Visit our recipes page www.starseafoods.com/recipes for ideas on how to cook your fish.

Customer Service

We are very sorry that you experienced an issue with your order. Please contact the office by calling 0646641427 or emailing accounts@starseafoods. Our team will investigate and get this issue resolved for you as quickly as possible. We want all our customers to go away satisfied with our products and service and appreciate the opportunity to fix a problem when on the rare occurrence something goes wrong.

Sustainability is a priority for Star Seafoods. We are very lucky to get all our wild fish close by from Castletownbere where we deal with local fishermen at the Co-Op. The fish is certified, traced and fished within EU quotas with vessels certified to the Marine Stewardship Council and BIM’s Responsibly Sourced Standard.