Please read the below really carefully, we care deeply that you get your order so it's very important you do as we ask, fill in all your contact details fully & correctly when placing an order, especially your mobile number!
We offer you one delivery option:
FREE ParcelForce delivery on orders over £100. Orders under, £5.99
Orders are dispatched for 'next day delivery' [if in stock] with ParcelForce24 service Monday to Thursday, if they are placed before 10am on the previous day. The ParcelForce service can sometimes take from between 24-48hrs to reach you so please be patient. Please also take into consideration we might be low on stock [such as due to weather conditions] so your order can be delayed leaving us. Keep an eye out for text from ParcelForce to confirm your order is actually on its way and check on-line using your tracking number.
We pack all ParcelForce orders in special WoolCool insulated packaging with ice-packs that stay cool for up to 48hrs. WoolCool packaging is made from sheeps 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.
As soon as your package enters into the ParcelForce system you will be sent an email & a text by them. It is therefore your responsibility to give an active mobile number & email address that you have access to so you receive these updates from ParcelForce.
If in doubt where your package is then please use the tracking number sent to you by ParcelForce using their website or alternatively call their Customer Service team on 0344 800 4466. We unfortunately CANT do anything to speed up this process.
Please be aware any orders placed over the weekend (after Thursday 12noon including Friday) will be dispatched on the Monday. Exception is Christmas pre-orders.
Delivery & Incorrect Info
You are responsible for giving us a full and correct delivery address, including the correct postcode. Tracking information will be emailed / text to you which you are able to change if you so choose. If our ParcelForce are unable to deliver any order due to any error in the address, you will be charged for the order in full.
At your risk
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.
Highlands & Islands
Orders to Highlands & Islands of Scotland do take longer than 'next day delivery', min. two days so we pack extra ice to keep everything cool.
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 expectation. 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.
We don't have a phone line for the reason we're super hands on with the whole curing & smoking process so it's much better you send an email. If you do want to make contact please find your original order on email and hit reply OR simply email us on firstname.lastname@example.org
It goes without saying a huge thank you for reading all this information and feedback is always welcome on Google Review or follow us on Instagram @secretsmokehouse.
Last but 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 missing or astray having put in so much effort to hand-fillet, cure, smoke and prep it so that it reaches you in time & 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: email@example.com