Delivery FAQs (in particular festive season)
Hello friends of Marrbury
Thank you staying in touch with us -
Ruby and Vincent here -
We are still very much in production, however, at this "semi retired" stage of life, we no longer have the Carsluith shop or a team of staff.
In order to be physically able to produce for the festive season, we cannot man an office - Both of us need to concentrate on actual production - which is pretty challenging, but everyone who knows Marrbury, knows how special it is, and our personal care and attention to the production of our smoked foods, is our number one priority.
Our website ordering is automatic - everything is on there - but in case you have missed something here are a few FAQs which should help.
What delivery dates do you offer?"
Our delivery dates are available on our website - www.marrburysmokehouse.com. When checking out you can see our optional delivery dates and choose the one that works best for you.
"Will you have delivery dates closer to Christmas?"
Yes. However, there is no guarantee of stock, and no guarantee of delivery in time (the Royal Mail strikes are affecting our courier too). As we say every year, we do recommend you take your order as early as you can to avoid disappointment. Two people, producing fresh to order - we do have to cap production. All of our salmon can be frozen multiple times without any adverse reaction to taste, quality or food safety.
Our wild salmon is in extremely limited supply, and we release packs on our website in stages to ensure we have enough. If you are enquiring about stock availability, please check our website regularly for updates. We are NOT offering our 400g "half sides" this year due to the incredible demand and limited supply. Wild fish will be produced in small batches of 200g packs - If you have not been able to get wild from us this year, please do try our Marrbury traditional - there are few, when blind tasting, can tell the difference.
"I want to place my order over the phone."
As we have stated on our website, we no longer have our shop and therefore cannot take orders over the phone. All orders must be placed on our website.
"I want to change my order / delivery."
As stated on our website, and at checkout, this is not possible. should you wish to have your order cancelled please let us know and we will be in contact. To change a delivery date you will need to request cancellation of your order, then you will need to re order from the new price list and choose a new delivery date at checkout.
"Where is my order?"
As per our T's and C's (agreed to at checkout), we recommend you contact APC (0800 37 37 37), quoting your order number (known to them as a reference number) or your Consignment number (if known) and they can assist you further. This is the quickest way to sort out delivery. I would also recommend you check which delivery date was selected (shown in your automatic invoice sent to your email) to ensure you have the correct date.
"I made an error in my delivery details"
Thank you for bringing this to our attention. Please ensure you have included the order number, and the correct information so we can assist you further.
"Will the courier contact me prior to delivery?"
If you have given the correct email address for the recipient - you will receive delivery notifications from our delivery partner APC. Please note drivers cannot call you.
"I won't be home - can I request you leave it at a neighbour/safe place?"
You can - at your own risk, request delivery to a neighbour - you must state the house name or number no more than two doors away - and safe place clearly instructed. But note in SIX words - the document does not allow us to add more than six words - for example "In green box by back door" is fine.
If there is anything else which you feel is vitally important, please do email us - however, it may be some time before you receive a reply - there is no team - please do understand this - we are two people - we are not "mass produced" - But there again.. neither is our wonderful Marrbury Salmon!
Many thanks for understanding our special wee smokehouse - We have been getting those parcels wrapped since 1996 and hope to do so for some time to come!
All the best
Ruby and Vincent