Christmas FAQs
2023 Christmas FAQs
Our SHOP OPENINIG times over the festive period at our new location 378 Mentmore Terrace, E8 3PH
Open: Sunday 24th December 8am-1pm
Closed: 25th-26th December
Open: 27th-30th December 8am-1pm
Closed: 2nd-6th January 2024
Open as usual: 8th onwards...
***NEW for 2023*** IN-STORE PICK-UP
Place your Christmas order online and pick up in-store. Please bring your confirmation email when you come to collect your order. Pick-up will be avaiable from 18th December at our shop located at 378 Mentmore Terrace, London E8 3PH until Sunday 24th until 1pm.
**TRACKING YOUR ORDER**
As soon as your order has been dispatched you will receive confirmation with tracking information. We also would strongly recommend you download the DPD app from the App Store or Google Play, as it is brilliant at keeping you informed as to the whereabouts of your order and your delivery driver, and allows you lots more control over the receipt of your goods.
DPD have created a helpful video about exactly what happens after you click ‘order’, which you can watch here. You will also receive a notification on the evening prior to the day of delivery.
Q: When can I order my Christmas smoked fish from you?
A: From Tuesday 1st November our order books will open, please place your order online or in person at 378 Mentmore Terrace, E8. Last year we sold out online a month before Christmas.
Q: What's the difference between your online Christmas orders and orders placed in-store at the shop on Mentmore Terrace, E8 3RR?
A: Christmas online orders will be sent out Monday 18th & Tuesday 19th December, arriving max 2 days later. Local orders placed at the Mentmore Terrace premises can be collected up until Sunday 24th December 1pm!
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 individual order for each recipient ensuring you put in their delivery address AND a mobile number so they receive the DPD updates so they know it's en route.
Q: Why can't I 'Click & Collect'?
A: Short answer is no you can't. This has caused far too many issues at checkout in the past.
Q: How much is postage?
A: Free DPD next-day delivery for orders over £100. For orders under £100, the delivery cost is £5.99. UK addresses only.
Q: What is the self life for smoked salmon, smoked trout and hot-smoked salmon?
A: 21 days. For shelf life on all products please read the product descriptions to the right-hand side of each item page.
Q: I really want to buy hot-smoked mackerel & mackerel paté but I can't find it in the Christmas section?
A: We only buy fresh mackerel and the season ends in November and starts back in March.
Q: What date will my Christmas order be sent?
A: on line orders will be sent on either Monday 19th or Tuesday 20th December, arriving the next-day. We're staggering the send out to make it easier on our production team. It's an extremely busy time of year so please be patient with the DPD courier. We use DPD next-day delivery, expect orders to the Scottish Highlands for which we use Parcelforce and it takes a few days. Fear not, we pack them with extra ice packs.
Q: Do you ship to USA, EU or ROW?
A: We don't, we ship to UK addresses only - sorry!
Q: What is the latest date I can place an order to be sent to me?
A: Midday Saturday 10th December (as long as we haven't sold out).
Q: Where do you deliver to?
A: UK mainland only. If you live in the Scottish Highlands then please be aware that orders can take longer to reach you.
Q: What carrier do you use?
A: We use DPD. All orders are sent using their next-day delivery service. This is an extremely busy time of year so please be patient if your delivery is slightly delayed. For orders to the Scottish Highlands we use Parcelforce. For local deliveries you may receove them by hand from our delivery van.
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 DPD can send you the tracking number and updates.
Q: What if I'm out when my order is delivered?
A: DPD will notify you of your one hour delivery window and you can watch the progress of your delivery on a real-time map. If you are not in to receive your order please leave a note for the delivery driver to let them know of a safe place/trusted neighbour to leave the parcel with. DPD will then attempt to leave the order in that safe place. However, this is done at your own risk.
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 insulated packaging solution that delivers perishable goods in perfect condition for up to 48hrs. RE-USE AND RECYCLE. It is 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 in case there are any specific instructions that apply to your order.
Q: Are you open over the festive period?
A: Yes we will be. We'll be open 28th-31st December. We will be closed from 1st-10th January.
If you have any questions at all that we've not covered, please do not hesitate to email: orders@secretsmokehouse.co.uk
