Delivery Terms & Information


**SUMMER BREAK**

We are taking a little summer break from 15th-31st August to recharge our batteries. Orders placed over this period will be fulfilled when we return on the week commencing 31st August.


 

DELIVERY DURING COVID-19 - SUBJECT TO CHANGE 

London Zones 1-3 Delivery £4.99
We will endeavour to deliver your order the next day via our all-electric zero emission van if you live in Zones 1-3 here in London.

All postcodes outside London Zones 1-3 Delivery £8.99
For all postcodes outside Zones 1-3 in London, your order will be sent via Parcelforce10 next day delivery service. 

Please be patient with us if your delivery is delayed for any reason. Our products have been lovingly hand-filleted, cured, smoked, vacuum-packed and wrapped in temperature-controlled packaging so they reach you in tip-top condition and aren’t impacted in transit.

Orders to the Highlands & Islands of Scotland will take a minimum of two days to arrive so will be packed with extra ice to keep everything cool but. 

Parcelforce Deliveries
Parcelforce will deliver your order within 24-48 hours of collection from the Secret Smokehouse, however they are issuing delays to service due to the huge demand on their service - please be patient.  

As soon as your package enters the Parcelforce system, you will be sent an email & a text to confirm your order has been dispatched. You will be provided with a tracking number for you to follow the progress of your delivery. For more information about the location of your order, please contact Parcelforce directly via their website or by calling their customer service team on 0344 800 4466.  

Weekend Orders
Please note that any orders placed after midday on Wednesday will be dispatched the following Monday.  

Our Packaging
We pack all Parcelforce orders in special woolcool insulated packaging with icepacks that stay cool for 48hrs. Woolcool packaging is made from sheep’s wool and is one of the most sustainable natural materials, being available in abundance as a by-product of rearing sheep. The wool insulation is totally compostable and biodegradable, releasing valuable nitrates back into the soil. Woolcool insulated packaging products are reusable and fully sustainable, significantly reducing our impact of waste to landfill. 

Your Contact Information
Please ensure you give us your full and correct contact information details, delivery address and postcode. Tracking information will be emailed / text to you which you are able to change if you so choose.  

At Your Risk
Please note that if Parcelforce are unable to deliver your order due to an error in the address provided, you will be charged in full. 

Should you ask for your order to be left in a specific place (for example with a neighbour or behind a hedge) and Parcelforce cannot obtain a signature to confirm the delivery of your order, it will be left at your own risk. We accept no liability for its loss or damage. 

Contacting Us
We don't have a phone line as we are a small hands-on team focused on curing & smoking! If you need to make contact, please find your order confirmation email and hit reply or email us on orders@secretsmokehouse.co.uk

Urgent Orders
Only you know it's an urgent order for a party / family gathering / special occasion so please make us aware of this at point of purchase. We will do everything we can to get the order to you as quickly as we can and/or try to manage your expectations. The weak link in the chain is Parcelforce generally, with drivers taking it upon themselves to not deliver; we are powerless in this circumstance. Be rest assured your goods will be kept at a safe temperature in their packaging.

Last but by no means least...
Please be patient with us. We're a tiny smokehouse and we care deeply when an order is slow reaching you, goes astray or missing having put in so much effort to hand-fillet, cure, smoke and prep it so that it reaches you in time and in tip-top condition.


 

2019 Christmas faq’s

Q: When can I order my Christmas smoked fish from you?
A: From, Friday 1st of November 2019 at 12noon our order books will open. Exclusively online only. Last year we sold out a week before Christmas.

Q: I'd like to place an order and send it to multiple recipients?
A: We are VERY sorry but we can't do multiple recipients from just the one order. You need to place an order for each recipient ensuring you put in their delivery address AND a mobile number so they receive the ParcelForce updates.

Q: Why can't I 'Click & Collect'?
A: This has caused far too many issues at checkout on-line so we're stripping it back to old school way. If you want to collect in person then you need to place your order in-store and fill out the Pre-Christmas Order Form in person.

Q: How much is postage?
A: It's £5.99 unless you spend over £100 and we'll send it for FREE.

Q: What is the self life for Smoked Salmon, Smoked Trout and Hot-smoked salmon?
A: 20 days. For shelf life on all products please read the product descriptions to the right-hand side of each item when in the shop.

Q: What date will my Christmas order be sent?
A: It will be sent on Tuesday 17th of December 2019, arriving the next day. It's an extremely busy time of year so please be patient with the carrier. We use ParcelForce24 service which can sometimes take 48hrs.

Q: Do you ship to USA/EU or ROW?
A: We don't, we just ship to UK addresses only - sorry :-)

Q: What's the latest date I can place an order to be sent to me?
A: Sunday 15th of December 2019 by 12noon [so long as we've not sold out]. You can however visit us at Arch 367 Mentmore Terrace and buy in-store up until 3pm on Sunday 22nd of Dec.

Q: Where do you deliver to?
A: UK mainland only. If you live in the Highlands of Scotland then please be aware orders take an extra day to reach you.

Q: What courier do you use?
A: We use ParcelForce. All orders are sent next-day delivery using their ParcelForce24 service. 99% of the time they arrive the next day. However ParcelForce do say the 24 service may take up to 48hrs.

Q: Why do I need to give both my email & mobile number at checkout?
A: It's really important you provide a valid email & mobile number so that ParcelForce can send you the tracking number and updates.

Q: What if I'm out when my order is delivered?
A: If you are not in to receive your order please leave a note for the postman to let them know of a safe place/trusted neighbour to leave the parcel with. ParcelForce will then attempt to leave the order in that safe place. However we can't guarantee this and if there is no safe place for the parcel it will be taken to your local depot. 

Q: What packaging do you use?
A: We use very special insulated packaging made from sheeps wool that we pack with ice-packs to ensure maximum freshness. Woolcool liners are produced using 100% pure wool. They have a proven track record within the food industry as the trusted performance insulated packaging solution that delivers perishable goods in perfect condition up to 48hrs. RE-USE AND RECYCLE. It's insulated packaging that can be re-used and recycled, please do. For more information [click here].

Q: Will I receive order confirmation?
A: Yes. You will be emailed as soon as the order has been processed. Please read carefully incase there are any specific instructions that apply to your order.

Q: Can I order multiple items to be sent to different shipping addresses?
A: Currently our website doesn't allow this function. You have to place a separate order for each recipient.

Q: Can I 'Click & Collect' from Secret Smokehouse?
A: No you can no longer select this as an option online but you can come to us and buy in-store.

Q: Are you closed over the festive period?
A: Yes. We're closed from 3pm on 22nd December 2019 until 8th of January 2020. There will be no orders sent out between these dates.

If you have any questions at all, please do not hesitate to email: orders@secretsmokehouse.co.uk