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General Delivery Information
Hebridean Smokehouse uses Royal Mail as the carrier of choice for deliveries to UK addresses. We also use other selected carriers where and when appropriate and these may sometime incur additional cost to the customer for the upgraded service. All of the prices on the website include postage and packing based on using Royal Mail 1st Class postage to UK addresses.
Overseas addresses are subject to additional charges which are levied at the checkout stage and are calculated on expected gross weight of the parcel.
When do we send out orders?
Unless otherwise instructed we post out orders on the next available posting opportunity. This means orders received on a Saturday are despatched on a Monday and orders received on a Monday go out on Tuesday etc. Generally we do not despatch on a Friday unless it is using Royal Mail Special Delivery (see below) and we do not post out on Saturdays as there is no delivery opportunity the following day.
In order for your parcel to reach you in good time it is very important that the destination address has a full and correct postcode. Parcels without this will certainly be delayed or even returned to us and in that event we are unable to make a compensatory claim for loss for the customer. Postcodes can be found via the Royal Mail website or by calling the postcode line on 0906 302 1222
Receiving your parcel
Unless you have chosen items that can go through a letterbox (these are indicated) you will need to receive your parcel from the postman. Apart from at Christmas, your parcel should come to you at the time of your regular delivery so if you do not think you will be able to accept your parcel please consider using a delivery address where the parcel can be accepted - perhaps a work address or a neighbour who is willing to take the delivery.
In the event of Royal Mail making a delivery attempt and failing they will leave you a card telling where you can collect it or arrange another delivery. We cannot accept responsibility for goods in these circumstances and can only emphasise the importance of being available to receive your order.
When placing an order to be sent to someone else please let them know so they can be prepared for the delivery.
Asking for a "delivery by" date
When you place your order you have the opportunity to make a "delivery by" date request. At most times of the year we give 2-3 days delivery time when posting although 80% of parcels actually arrive the next day - this variation simply depends on where you live as some areas are better than others.
For example if you ask for a delivery by a Thursday we will probably post Monday or Tuesday and there is always the chance it will arrive next day. With this in mind please take into account the possibility your parcel will arrive before the last date requested and you will need to be able to accept it from the postman.
Asking for a "delivery on" date
The only way to guarantee delivery on a particular date is for us to use Royal Mail Special Delivery. This service is available to UK addresses and incurs an additional fee in most cases. We are very happy to offer you this service but it should be noted that a signature is required upon delivery and the parcel may not come with your main mail delivery, although it usually does. Special Delivery terms with Royal Mail from our island guarantee delivery before 5.30pm next day. BE AWARE - CLOSE TO CHRISTMAS - SPECIAL DELIVERY CAN TAKE 1-4 DAYS so please allow for this. There is no Sunday delivery service.
Hebridean Smokehouse can post to most countries in Europe and much further afield including Canada, USA (special conditions apply, please click here for information) and South Africa. We cannot send foods to either Australia or New Zealand due to import restrictions imposed by those national governments.
We welcome you to place orders here on the website to all those countries listed and if you want to send to an unlisted destination please call us and we will do our best to help.
Orders sent overseas use the national postal systems of the target address or other international carriers and will take longer to arrive than parcels sent to UK addresses. For this reason we have restricted the range of products to those that travel safely over longer journey times.
Our choice of carrier to any particular country is based solely on our long experience of posting to that country. For some destinations we have found relying on their national postal system is simply not good enough to ensure orders reach the customer in good condition. Consequently we have decided in some cases to use more reliable carriers, like DHL, and although this does involve additional costs it is the most reliable way to get our products to the chosen address.
PLEASE NOTE, THE APPROPRIATE CARRIER WILL BE SELECTED AUTOMATICALLY WHEN YOU SPECIFY THE COUNTRY YOU WISH TO SEND TO. THIS SELECTION IS NOT OPTIONAL AND ORDERS PLACED THAT HAVE A MISMATCH OF COUNTRY AND ACTUAL ADDRESS WILL NOT BE FULFILLED.
Countries whose national postal systems have in our experience provided a good, reliable service include -
AUSTRIA, BELGIUM, CZECH REPUBLIC, DENMARK, GERMANY, FINLAND, HONG KONG, HUNGARY, IRISH REPUBLIC, JAPAN, LATVIA, LUXEMBOURG, NETHERLANDS, NORWAY, SLOVAKIA, SWITZERLAND, SWEDEN
Countries where we use an international carrier include -
BAHRAIN, CANADA, CYPRUS, FRANCE, GIBRALTAR, GREECE, ITALY, MONACO, POLAND, PORTUGAL, SOUTH AFRICA, U.A.E, UNITED STATES OF AMERICA
The option of using a carrier rather than national postal system is always available to customers whatever the value of the goods sent and if you have any negative previous experience of sending to an overseas address, we strongly urge you to contact us and arrange for DHL to handle your parcel.
Our Postie collects the mail