Chistmas FAQs


2020 Christmas FAQs

Q: When can I order my Christmas smoked fish from you?
A: From Sunday 1st November at 9am our order books will open exclusively online. Last year we sold out online 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 DPD updates.

Q: Why can't I 'Click & Collect'?
A: 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 Pre-Christmas Order Form.

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.

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: What date will my Christmas order be sent?
A: It will be sent on Wednesday 16th 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.

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 11th December (as long as we haven't sold out). However, you can visit us at Arch 367 Mentmore Terrace and buy in-store up until 3pm on Wednesday 23rd December.

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 recieve 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 atempt 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...

22nd Dec - 9am until 3pm
23rd Dec - closed
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

Usual opening times from 4th Jan onwards.

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