DELIVERY & COLLECTION INFORMATION

Updated 12 July 2022

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

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 November to April inclusive. We use DPD for addresses in Ireland (including Northern Ireland), and DHL for international shipments.

My country is not listed…

If 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 24-48 hours. However, please contact us, and we will see if we can help shipping@frankhederman.com

UK (not including Northern Ireland)

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. 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 to ship to you in the future.

Can you deliver on a specified day?

Unfortunately, we cannot guarantee a specific delivery day, but you can choose the date of dispatch and expect delivery within 24-48 hours of that date. At Christmas it may not always be possible to send smoked salmon on the preferred dispatch date, but, 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 can find updates on your order status and delivery by clicking on the "View Your Order" link in your confirmation email. On this page, you can track your order status, check your courier tracking number, and sign up for courier notifications. If you are sending a gift, we recommend that you forward any delivery updates (including tracking number) to the recipient. You can also track your order via CHAT WITH US (located at the bottom of each webpage) - you'll need the email address you used to place your order as well as the order number (without the FH). 

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.

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. Please pass this information to your gift recipient.

How is the fish packaged?

Smoked salmon sides are vacuum–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 much will it cost to ship?

24–48hr courier delivery is the best option for smoked salmon, so we send our food with couriers.

Ireland (north & south) – is sent free of charge with DPD.

Europe and North America – DHL deliveries are charged at cost. Simply fill in your order details and our payment gateway will calculate shipping rates before you purchase.

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 giving a home address, especially during busy times when you/the recipient may not want to be restricted while 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 given by you when you place your order (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 given by you when you place your order (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. All delivery information should be passed on to your gift recipient.

DELIVERY PROCESS

After placing your order, you will receive a confirmation email and on this email on the link "View Your Order", you can follow your order status, check your courier tracking number, and sign up for courier notifications. If you do not receive a confirmation e-mail, please contact us.

If you are sending a gift, please ensure that you forward the delivery information and tracking number to your gift recipient so that they are aware that a parcel will be delivered to their home and that they must be present to sign for it or to look out for it.

Orders are delivered by couriers, who provide a 24–48 hour delivery service and you can check progress using the tracking number you have been given.

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 included in the price of all of our products. Please contact us at shipping@frankhederman.com with your order number if you require a VAT receipt.

CUSTOMS IMPORT CHARGES

Some countries outside the EU (such as Switzerland, USA, Canada) may impose import customs duties. These charges are beyond our control, and it is the customer's responsibility to pay them.

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.

DELAYS WITH AIRFREIGHT

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. 

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 email when your order is ready to collect. Please collect your shopping promptly, especially from the English Market, as we have very little storage space. If you miss your collection day, please email with your order number shipping@frankhederman.com.