2021 Christmas FAQs
Q: When can I order my Christmas smoked fish from you?
A: From Monday 1st November our order books will open exclusively online [we might be cheeky and release earlier so be sure to sign up to our newsletter]. 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 20th December, arriving next-day. Christmas orders placed in-store at the smokehouse shop, you can collect up until 23rd December. We massively encourage, if you live locally or a few postcodes away, that you place your order at the shop and collect it.
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.
Q: Why can't I 'Click & Collect'?
A: Short answer is you can't. This has caused far too many issues at checkout in the past so we're stripping it back to the old school way. If you want to collect in person then you need to place your order in-store by filling out the Christmas Order Form. One of our very friendly staff members will be glad to help you out.
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: 20 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: It will be sent on Monday 20th December, arriving the next-day. It's an extremely busy time of year so please be patient with the courier. We use DPD next-day delivery, expect orders to the Scottish Highlands for which we use Parcelforce and to take 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 Friday 10th December (as long as we haven't sold out). However, we massively encourage [again] that you can visit us at Arch 367 Mentmore Terrace, E8 3RR and buy in-store, we will be producing as much as we can up until 5pm on Thursday 23rd December - whilst stocks last of course!!
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.
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 selling from the shop at the smokehouse. No on-line sales until early Jan. See opening times below...
23rd Dec - 9am until 5pm
24th Dec - closed
25th Dec - closed
26th Dec - closed
27th Dec - closed
28th Dec - closed
29th Dec - midday until 3pm
30th Dec - 9am until 3pm
31st Dec - 9am until 3pm
1st Jan - closed
2nd Jan - closed
3rd Jan - closed
Please be patient with us, these opening times may change if another lock-down happens or something major.
Usual opening times from 4th Jan onwards.
If you have any questions at all we've not covered above, please do not hesitate to email: firstname.lastname@example.org