Help Centre

Can I access Sykes Seafood without having an online account?

• You can browse our product range and access some of our features, however you will be unable to see prices and/or make any purchases with us until you become a registered customer.

I am an existing offline Sykes customer, how do I access the site?

• If you already have an account with us, please contact your Account Manager who we can invite you to our ecommerce site.

I’m having problems registering.

• We’re sorry to see that you’re experiencing problems, please contact us on 0333 444 1862, and we will be happy to help you register an account.

I created an account but I’m still yet to receive a confirmation email.

• If you’ve created an account with us, there may be a minor delay in receiving your confirmation email. If you haven’t received this email within 30 minutes, then please check you have entered the correct email and check your Junk and Trash folders. If you are still experiencing issues, then please contact us on 0333 444 1862 and we will look into this for you.

Your website says I’m already registered?

• If you’ve already registered an Sykes Seafood account but you’re unable to remember your email and/or password, please use the prompts on the login screen to reset your email or password. If you’re still having trouble with logging in or setting up your account, please contact us on 0333 444 1862.

I’ve forgotten my login details – what do I do?

• Your login detail is the email address you used to register your account. If you’ve forgotten which email was used to set-up your account, or you no longer have access to this email, then please contact us on 0333 444 1862.

I’ve forgotten my password – what do I do?

• If you’ve forgotten your password, simply follow the ‘Forgotten Password’ prompt on the login screen, we will then email you a password reset link.

Why do I have to login again?

• If you have Sykes Seafood open, but have been inactive for over 30 minutes, the session will expiry and you will be required to login again. This is in place to help keep your details secure.

Please note you must be able to accept rigids and pallets for delivery.

Where do you deliver?

• We currently deliver to the UK and Northern Ireland. Including Guernsey & Jersey.

Do you offer Click & Collect?

• We are able to offer Click & Collec on most orders. Please contact us on the ay you palced an order, with your order number, and we can arrnage for you order to be colelcted from our Manceshter coldstore. Should you wish to collect your order as oposed to have it delivered a delivery/handling charge is still applicatable.

What time do you usually deliver?

• Our third party fright company delivery any time between 7am and 4pm. If you are not going to be available to take your delivery between these time, then please get in contact with us at least 4pm on the day before delivery.

I will not be available on the day of delivery; can I request a different day?

• We aim to make all deliveries within a day 1 for day 3 timeframe for UK addresses, and day 1 for day 4 for Guernsey, Jersey and Northern Ireland. If you will not be available between this time, then please get in contact with us before at least 4pm on the day before delivery.

I would like to request a specific timeframe

• Unfortunately, we cannot guarantee that our drivers can cater to specific timeframes,.
• However, you can use the requested delivery date on the Checkout page to request a day.

How will my delivery be made?

• Our third party freight company deliver as standard on a 44 tonne arctc lorry. If you are unable to accept this vehicle please contact us with your order number on the day you placed your order and we can look at alternative delivery options for you.

• Additional delivery options, including a tail lift deliverie, may incur additional charges. Payment for this will be taken seperately, over the phone.

• How much do you charge for delivery?

• Via our standard mode of delivery we charge £25 for all order up to £1,000, £15 for all over £1,001 to £1,500 and FREE delivery for all orders over £1,501. Should you need to change the mode of delivery to a smaller tail lift vehicle we charge a flat fee of £35 for all orders under £1,500. Orders over £1,501 are FREE regardless of the delivery vehile size.

What happens if I’m out when the delivery is attempted?

• Due to the nature of our product, we require someone to be there to receive the delivery.
• If your delivery fails through no fault of our own, a re-delivery fee may be charged.

Does my order require a signature?

• Yes; due to the nature of our product, we will require signed acceptance of every delivery.

My order is delayed – why?

• There are various reasons in which your order may be delayed, this may include errors in loading, traffic congestion, drivers being held up late at previous jobs, incorrect items being picked or palleted. If your order is delayed, and you haven’t heard anything from us regarding this, please contact us on customer.service@sykesseafood.com or 0333 444 1862.

I wish to make changes to my order, but I’ve already placed it

• If you wish to make changes to your order, then please get in contact with us before 4pm on the day your order was placed on 0333 444 1862.

How do I order products?

• You will firstly have to have a registered account with Sykes Seafood. Once you have, you can simply click on a product and add the desired number of cases to your basket.

Do I have to order online?

• Yes, we currently only operate on our online platform.

Is there a minimum order amount?

• £500 is our minimum order amount.

Is there a maximum order amount?

• £10,000 is our maximum order amount.

How do I change the quantity of products in my basket?

• Simply click on the basket icon and use the ‘+’ or ‘-’ icons against that products you wish to amend.

How do I clear the contents of my basket?

• To clear the contents of your basket you must delete each product individually.

What happens to items in my basket if I don’t checkout?

• If you leave any items in your basket without checking out, all of the items will remain there until you next return.

How do I cancel or change my order?

• If you wish to change or cancel your order, please contact us.

How do I see my previous orders?

• You can see your previous orders by simply selecting the person icon, indicating the 'My Account' tab in the top right-hand side of the page.

How do I re-order a previous order?

• Use the person icon on the top right-hand side of the page to take you to your orders / account page, and simply click ‘Add this order to basket’.

How do I search for products?

• There are a number of ways to search for products on our website. Simply use the search bar to navigate to a product or use the product navigation tabs and filters.

I can’t find the product I’m looking for online.

• If you can’t find the product, you’re looking for online, it may’ve been discontinued. If you’ve previously ordered this product on Sykes Seafood before, then please give us a call on 0333 444 1862.

Can I see previous orders I have made?

• Yes, simply go to your account dashboard by clicking the person icon and which will take you to ‘My Orders’, all of your previously placed orders will be listed there. Here you will also have the option to re-order your previous orders.

Why can’t I see prices on your website?

• We only show prices if you have an account with us. If you have an account but are unable to see prices, please contact us on 0333 444 1862.

How do I know how much I’ve spent?

• Your subtotal will be displayed in your basket that you can view whilst shopping. Once you have completed adding products to your basket, you will be able to view the order total, including delivery charges, if applicable, whilst going through the purchasing process.

How do I find products that are on promotion?

• Simply click the ‘Special Offers’ tab on our site, this will take you to a dedicated page of special offers. Alternatively, you can find products on offer through our product pages – they will be highlighted with a Special Offer tag.

How can I pay?

• We accept payments online through your debit or credit card.
• If you are eligable for credit, you also have the option to pay by credit.

How do i request a credit account?

• On completing the registration form there is a field where you can request a credit account with us.

Why has my credit account not been approved?

• During these unprecedented times our insurance company are only allowing us limited cover so until customers have built up a trading history with us then we are asking customers to pre-pay.

Can I pay by card or cheque when my delivery arrives?

• No, orders are only processed once a payment has been made. This can be done either via a debit, credit card or account credit.

My credit/debit card is not being accepted – why?

• Please check that you have entered all details correctly, and you have the required balance amount available. If so, and it is still not working – please contact your bank.

When will the money leave my account?

• Please allow sufficient time for us to receive and process all payments. Although it may be different for most banks, please allow up to 7 working days for the payment to clear from your account.

If I leave the site, will my basket save?

• Yes, your basket will stay the same until you next return to the site. If there have been any price changes these will be reflected in your basket.

How do I know if my order has been placed successfully?

• Once you have placed your order you will receive an email confirming. This will notify you that your order has been placed successfully.
• If you haven’t received an email confirmation within 30 minutes, firstly please check your spam folder, other please contact us.

How do I print a copy of my order?

• Simply select File > Print on your website browser. This will create an automatic PDF document to generate a printer friendly copy of your order.

What is your returns policy?

• As our products are frozen foods, they are excluded from our returns policy due to food safety regulations.
• However, if the product you have received is not what you ordered or is damaged, then please contact us on 0333 444 1862.
• We reserve the right to not accept any item for return unless it is damaged through fault of our own or has been delivered by us incorrectly.
• We will collect any returned products and your account will be refunded or credited, or a replacement delivery will be arranged depending on your requirements.
• Your statutory rights are not affected.