Answers to Delivery FAQs
Do you ship to…?
We ship to addresses in Ireland, most EU countries, the US and Canada.
If you find your country is not listed as you complete your address information in our online shop, it may be because there are customs restrictions, or we have experienced difficulties with our couriers getting orders to these destinations within the promised 48 hours. However, please contact us, and we will see if we can help email@example.com
Can you deliver on a specified day?
No, you can choose a preferred delivery week, or ‘as soon as possible’. We cannot guarantee a specific day of delivery. At Christmas, it may not always be possible to send on the preferred delivery week, but in this case, we will assume (unless told otherwise) that it is required for 25 December and we will endeavour to get it to you on time. Please let us know if your office closes early in the ‘additional information’ after you supply your delivery address.
How do I know when my delivery will arrive?
You will receive a dispatch note by email indicating delivery within 24–48 hours, and giving a tracking number which will allow you to follow progress online. You should forward this to gift recipients.
Can you leave the parcel outside at my address?
Our couriers will generally not deliver to an unattended address, including PO Box numbers, as they always require a signature.
The couriers called when I was out. What now?
If you miss a delivery, it is your responsibility to call the couriers to re–arrange delivery at a time that suits you. Please do not wait for the couriers to call you.
How is the fish packaged?
Smoked fish will be vac–packed and delivered in temperature–stable packaging with an ice–cell. On receipt it should be refrigerated 0–4C as soon as possible.
How do you charge for shipping?
Shipping by courier is charged at cost. 24–48hr courier delivery is necessary for smoked goods.
The couriers will require a signature on delivery of your order.
Please ensure that your delivery address is an office or a place of work where delivery can be signed for 9am –5pm (or normal office hours) Monday–Friday. Our couriers will not deliver to an unattended address, including PO Box numbers, as they always require a signature.
We do not recommend receiving parcels at home, especially during busy times when the recipient may not want his/her movements to be restricted by waiting for the delivery to be made.
When you order, you can ask for your delivery address to be your neighbour’s address, as long as there is someone present to sign for the delivery 9–5pm (or normal office hours) Mondays–Fridays – and you have agreed this with your neighbour!
Please do not request that our couriers leave packages at alternative addresses to the shipping address given. Couriers generally will not deliver to neighbours or leave the parcel at another address, unless that is the shipping address you have given when placing your order.
Any goods left at an address other than the delivery address at your instruction are left entirely at your own risk and we accept no liability whatsoever in such circumstances.
To prevent fraud, we are unable to change the shipping address once the order has been placed. However, please contact us firstname.lastname@example.org for advice.
It is essential that you provide the telephone number for the delivery address – and the postcode if you live in an area where postcodes are used.
If you have an address which is difficult to locate, please give concise instructions, which we will pass on to our couriers.
Please make sure you provide a valid and correct email address, as we will use this for all communication with you, including notification as to when the order is dispatched, tracking number etc.
While you can state preferences for delivery times, as outlined in our online shopping pages, and we will do our best to deliver on a week that suits you, we do not guarantee specific delivery days, or times.
You will be informed of dispatch date and courier tracking number when the order leaves the smoke house as long as we have a correct and valid email address. Please make sure you pass this on to the recipient of your gift if the order is not for yourself, so that they know to expect a parcel which they must be at home to sign for.
Orders are delivered by couriers, who provide a 24–48 hours delivery service and you can check progress using the tracking number you have been given at the appropriate website.
We cannot be responsible for non–delivery due to local holidays etc. Please check your diary to avoid such dates.
Smoked fish will be vac–packed and delivered in temperature–stable packaging. On receipt it should be refrigerated 0–4C.
VAT charges on Delivery
VAT is charged at 23% (on delivery only) to countries within the EU. Otherwise VAT is zero–rated. If you require a VAT receipt, please write to us at email@example.com quoting your order number.
Restrictions on Imports
Some countries restrict the quantity of smoked salmon that can be imported. Please check this with local customs as we cannot be held responsible for non–delivery or delays caused by local customs offices.