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Delivery Information

Smoked Salmon Orders

updated 8/3/21

Click & Collect Service

Due to the Covid–19 crisis, we have introduced a new Click & Collect service. 

Collection addresses currently include English Market, Midleton Farmer’s Market, Cobh Farmer’s Market & Belvelly Smoke House. 

If any products become unavailable at short notice, we will contact you to organise an alternative.

Collection You will be notified by automated email when your order is ready to collect. You must (please) collect your shopping promptly, especially form the English Market, where we have very little storage space. If you miss your collection day, please email with your order number shipping@frankhederman.com.

We will be reviewing this service and announcing any changes here, so please review this page regularly.

Brexit 

Sadly, due to the very onerous administrative burden and cost of customs processing imposed by Brexit, not to mention likely customs delays, we are not currently shipping to the UK, other than Northern Ireland. If you wish to have our food shipped to Northern Ireland, please change delivery service to ‘Ireland’.

We’d like to sincerely thank all the British customers who have shopped with us for decades. We sincerely hope that the relevant authorities will make it feasible for us in the future.

Answers to Delivery FAQs

Do you ship to…?

Normally we ship to addresses in Ireland, most EU countries all year round, and the US and Canada from September to May inclusive. We use DPD for addresses in Ireland (including Northern Ireland), and DHL for international shipments.

Covid–19 

Due to the Covid 19 crisis, all couriers are experiencing an enormous increase in demand, and some delays. We monitor this situation continuously, but there will inevitably be times when parcels are held up, especially at Christmas. We will deal with this to the best of our ability, but please bear in mind we are not a courier company, and once the parcel leaves our premises, we do not have any direct control over the situation. By placing an order with us at this time you are acknowledging this risk. 

My country is not listed…

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 smoked salmon orders to these destinations within the promised 48 hours. However, please contact us, and we will see if we can help shipping@frankhederman.com

Can you deliver on a specified day?

No, but you can choose a preferred delivery week. We cannot guarantee a specific day of delivery. At Christmas, it may not always be possible to send smoked salmon 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.

I want my parcel to go as soon as possible, but your site will not give me this option.

If you have missed the deadline for ordering for a particular week (midnight GMT, Saturday), you can order for the next available week, but request in ‘additional information’ “send this week, as soon as possible, please” – as long as you order by Tuesday! If the produce is available, we will send by Wednesday. Unfortunately, this doesn’t apply for delivery addresses in North America, as we must dispatch by Monday. 

It is best to email us if you need to be sure we can dispatch your parcel in this situation.

How do I know when my delivery will arrive?

You will receive a dispatch note by email indicating delivery of your smoked salmon 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?

DHL will generally not deliver to an unattended address, including PO Box numbers, as they always require a signature. However, as soon as the parcel is dispatched, DHL will give you (not us) the permission to alter the shipping address, or give alternative instructions. Please note, if you ask them to leave the parcel unattended, DHL will not accept responsibility if the parcel goes missing, so please make sure it is a safe place. 

DPD (Ireland, north and south) will make contact with you the morning of the delivery, and you can make arrangements with them directly if you will not be at home, to deliver to a neighbour, or to leave the parcel unattended with your permission.

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 salmon sides will be vac–packed and delivered in temperature–stable packaging with a 24–48 hr 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 salmon.

Delivery Address

It is best 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. 

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.

To prevent fraud, we are unable to change the shipping address once the order has been placed. However, please read on, or contact us shipping@frankhederman.com for advice.

EU & NORTH AMERICA

DHL will require a signature on delivery of your order. It is best 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. 

DHL will generally not deliver to an unattended address, including PO Box numbers, as they always require a signature. 

However, as soon as the parcel is dispatched, DHL will give you (not us) the permission to alter the shipping address, or give alternative instructions.

Please note, if you ask them to leave the parcel unattended without a signature, DHL will not accept responsibility if the parcel goes missing, so please make sure it is a safe place. 

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.

IRELAND 

DPD (Ireland, north and south) will deliver parcels without a signature by arrangement directly with you. If you prefer to sign for your parcel, then we recommend 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. 

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.

Details Required

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.

 Delivery Process

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/look out 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 salmon sides 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 shipping@frankhederman.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.

 

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+353 (0) 21 481 1089

shipping@frankhederman.com

Belvelly Smoke House
Belvelly, Great Island
Cobh, Co Cork
P24 AW29, Ireland

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