Terms & Conditions

Christmas Ordering & Delivery 2018:

Please note: Unfortunately there are no more delivery slots available for a pre-Christmas delivery.

UK Mainland Delivery Charges (Zone 1):

Our standard delivery charges are worked out on your order value:

  • FREE for orders £90.00 and above (to a single address)
  • £7.95 for orders below £89.99 (to a single address)

For an additional £3.00 (on top of standard charges), Morning Delivery (pre-12.00) can be selected at Checkout.

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

Highlands & Islands (Zone 2):

For an additional £9.00 (on top of standard charges) we are able to deliver to the Scottish Highlands (Mainland only), including Argyll & Bute, parts of Perthshire (PH15-50), parts of Aberdeenshire (AB37-38 & AB41-56) & Moray, Northern Ireland, Isle of Wight & Isle of Man. You will be able to select this option at checkout.

Please note: despite a 24hr courier service being used, it may take 2-3 working days for your order to reach a Zone 2 destination, due to logistics. Therefore, unfortunately we can not guarantee a specified delivery date. Please note that by selecting this option you are agreeing to this.

We are currently unable to deliver to destinations outside of those listed in Zones 1 & 2.

Delivery 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, will leave in a safe place.

Please note: we cannot be held responsible for parcels, which are undelivered or mis-routed due to incomplete/incorrect addresses given by the customer, due to customer/recipient not being available to receive shipment or due to parcel going missing once left in a 'safe' place.

Delivery Day:

Your goods will be delivered via our chosen courier, usually APC Overnight.

At checkout you will be able to select your preferred delivery date. If for any reason, we are unable to deliver on that day, we will be in contact with you to arrange another suitable day.

We will advise you via email once your order has been dispatched.

If you have not received your parcel within 48hours of receiving the email, then please contact us immediately on: 01394 448414.

Overseas Customers:

Unfortunately due to the perishable nature of our food, cost and logistics, we are currently unable to deliver to overseas destinations or to those outside of Zones 1 and 2.

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 Gift Message box at checkout.

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, incorrect address given).

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.

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 written permission from the Artisan Smokehouse Ltd. Appropriate action will be taken if  photographs are used without permission.

Website Content:

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 are the copyright of the Artisan Smokehouse Ltd. Any use of such materials is strictly prohibited. If this is not obeyed appropriate action will be taken.

Substitutions:

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

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.

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/recipient 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.

Purchasing:

All online orders are handled by Shopify Payments (or Paypal Express if you prefer), 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 American Express. Purchases can also be made directly by either calling or emailing us.

Tax Charges:

All prices are inclusive of VAT at the current rates and are correct at the time of entering information. These charges are included in the total charge displayed at Checkout.

Sales of Alcohol:

Some of our hampers have the option to include alcohol. In accordance with the Licensing act 2003, it is illegal to sell or deliver alcohol to anyone under the age of 18. By agreeing to these terms and conditions, you confirm that you are over 18 years of ageSome wine vintages and labels may vary according to availability.

Feedback:

Reviews can be left on an individual product by going to the relevant product page and selecting Reviews from the tab bar. Here you can leave a comment and give a star rating (1 to 5). 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

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 fulfilment of your order, for example, Shopify Inc, Paypal and APC Overnight Couriers. Each party will only receive information they require in order to effectively and securely provide their services to you. Personal information collected will include; your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information. If we are required by law to do so or if you violate our Terms of Service, disclosure of personal information may be required.

The Artisan Smokehouse Ltd does not sell, trade or give out your personal information to any other third party. We treat all your personal information as fully confidential. With your consent, we may occasionally send you emails about offers, new products and updates. With in every marketing email, there is an unsubscription link, enabling the subscriber to unsubscribe if they wish.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

We reserve the right to modify this privacy policy at any time, so please review it frequently. 

Cookie Policy:

Our website uses cookies in order to provide a good user experience for visitors and enable certain features. A cookie is a small file that is downloaded onto your computer when you visit a website, and allows us to recognise and tailor our site to you. One of the primary purposes is to keep track of what you have in your basket and also to provide a convenience feature to save you time, for example, when you re-enter our store, you will not have to log in each time you visit as it will remember youCookies also allow us to collect anonymous traffic data, such as the number of return visitors who use our store.

By continuing to use our website you are giving consent to cookies being used. However, if you prefer, you can reset your browser to notify you when you've received a Cookie or, alternatively, to refuse to accept Cookies. However, it is important to note that you may not be able to use certain features on our site if you choose not to accept Cookies. The use of Cookies is an industry standard and occurs at most major websites. If you would like to delete your cookies, please see your browser's privacy settings.

About Us:
Tim and Gill Matthews, The Artisan Smokehouse Ltd, Goose Barn, Back Road, Falkenham, Ipswich, IP10 0QR.
Telephone: 01394 448414
Email: info@artisansmokehouse.co.uk
VAT No: 990711213
Company No: 7141016