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