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Delivery, terms and conditions

 

GENERAL DELIVERY INFORMATION:

 

Costs:

 

- £5.95 for orders £0.00 - £79.99 (to a single address)

- FREE for orders £80.00 and above (to a single address)

 

Please call or email us for local delivery rates, for Highlands and Islands, and for collection in person.

 

Day:

 

Your goods will be delivered via our chosen courier, usually APC Overnight. Products are generally smoked to order, to ensure maximum freshness and quality, so please allow up to 5 working days for delivery.

If you would like to request a delivery date (Tuesday to Friday), then please do so in the Delivery Instructions box on the checkout page, and we will do our upmost to fulfill your requirements. We will advise you via email once your order has been dispatched. If you have not recieved your parcel within 48hours of receiving the email, then please contact us immediately on: 01394 270609.

 

Address:

 

Please ensure that either yourself or your recipient is able to accept the order, or that specific instructions are left for the courier to leave the parcel in a safe place. On the 'checkout page' there is a box where you can add specific delivery instructions (such as leave with neighbour at 17, in porch etc), which we will pass onto the courier, who at their discretion and if deemed safe to do so, will leave in a safe place.

 

OVERSEAS CUSTOMERS:

 

Quoted prices are for mainland United Kingdom only. Please contact us for delivery charges for highlands, islands and overseas.

 

PERSONAL MESSAGE:

 

If you would like us to include a personal message with your order (at no extra charge) then please write it as you would like it to be seen, in the Personal message box on the checkout page.

 

PACKAGING:

 

Your goods will be delivered in insulated packaging, containing ice packs, to ensure products remain cool for at least 24hours. However, we can not be held responsible for deterioration of goods resulting from unsuccessful delivery due to customer error (e.g. person not available to receive shipment).

 

PURCHASING:

 

All online orders are handled by Sage Pay, providing a high level of security. Simply browse our online shop and add any items you wish to buy into your shopping basket. After you have finished your selection, click on “Checkout" and you will be asked for a few details that we need to be able to satisfy your order. This includes: name, delivery address, credit or debit card number and the card's expiry date. This allows us to process and fulfill your orders and to notify you of the status of your order. We also ask for your telephone number, which enables us to contact you if there is a problem with your order or with your delivery. We accept the following credit card/debit payments: Visa, Mastercard, and Solo. Purchases can also be made directly by either calling or emailing us.

 

RETURNS/REFUNDS:

 

We want you to be happy with your purchase. Please check the goods on delivery and ensure that they are supplied in good condition. If any of the goods provided are incorrect, not in a satisfactory condition, or have been damaged in transit, then please contact us. Please let us know within 3 days on: 01394 270609. We will refund your postage costs and either provide a full refund or replace them with the correct items. We may require you to send the damaged products back to us. We cannot provide a refund for correctly supplied food items unless they have been damaged in the post. Very occasionally some parcels can be delayed or undelivered by the courier. Please contact us as soon as you have any concerns about your parcel. We cannot be held responsible for parcels, which are undelivered or mis-routed due to incomplete/incorrect addresses given by the customer or due to customer not being available to receive shipment.

 

CANCELLATIONS:

 

As our products are supplied fresh and produced to order, we regret that once an order is placed it is not possible to cancel it and refunds cannot be given. Credit card authorisation and payment will be taken upon placement of orders.

 

TAX CHARGES:

 

In line with UK VAT rules, food items are currently charged at 0%. These charges are included in the total charge displayed at Checkout.

 

PRODUCT WEIGHTS:

 

All products are cut and packaged by us, so ensuring an exact weight is not always possible. However, we will always guarantee that the product weight, at time of packing, is at least the weight specified at time of ordering.

 

SUBSTITUTIONS:

 

On the very rare occasion a product is not available we reserve the right to substitute items of a similar or greater value.

 

STORAGE:

 

To ensure your fresh food products remain in optimum condition, we strongly advise that once you have received them, you immediately unpack them and place them in the fridge. Please follow the instructions on the individual products, regarding 'use-by' and 'best before' dates, and storage.

 

FEEDBACK:

 

If you have any feedback or suggestions on how you feel we could improve our service, then we would love to hear from you. Please email us at: info@artisansmokehouse.co.uk

 

PHOTOGRAPHY:

 

The photography used on our website is for illustrative purposes only. Please see listings for accurate contents and product weights. All photographs are the copyright of the Artisan Smokehouse Ltd. Any other persons may not use them without prior permission from the Artisan smokehouse Ltd.

 

WEBSITE:

 

We reserve the right to change prices, products, offers and any other information on: www.artisansmokehouse.co.uk at any time without prior notice. All website design, text, images and graphics is the copyright of the Artisan smokehouse Ltd. Any use of such materials is strictly prohibited.

 

PRIVACY POLICY:

 

The Artisan Smokehouse does not disclose any buyer’s information to any third party, other than those who require information to ensure successful fulfillment of your order, for example, courier and Sage Pay. Each party will only receive information they require in order to effectively and securely provide their services to you. The Artisan Smokehouse Ltd does not sell, trade or give out your personal information to any other third party. From time to time, we may contact you via email with information on special offers or events regarding our products or services. If you do not wish to receive updates, please contact us.

 

ABOUT US:

 

The Artisan Smokehouse Ltd.

Tim and Gill Matthews

Trimley St Martin

Felixstowe

IP11 0UP

Telephone: 01394 270609

Email: info@artisansmokehouse.co.uk

VAT No: 990711213

Company No: 7141016