Secret Smokehouse FAQS
Frequently Asked Question's
We do now offer a free pick up in store option. We would love to meet you if you are local and can collect from 378 Mentmore Terrace E8. You will receive an order ready for collection email when your package is ready.
**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: 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 head to our shop - Arch 378 Mentmore Terrace, E8 3PH
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: How much smoked salmon should I buy?
A: We recommend 80g - 100g per person as a portion.
Q: What is the shelf life for smoked salmon, smoked trout, hot-smoked mackerel 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 about other products?
A: Paté and Dill & Mustard Mayo is 7 days. For shelf life on all products please read the product descriptions to the right-hand side of each item page.
Q: Can we freeze your products?
A: Yes you can freeze and we recommend as soon as it arrives.
Q: Do you ship to USA/EU or ROW?
A: We don't, we ship to UK addresses only - sorry!
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: When do your Christmas orders open here online?
A: We open orders 1st November of every year. Be quick because our online inventory always sells out. If you miss out online then we recommend you come to our shop and buy it in person.
