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Terms & Conditions

 

It is assumed that as you have ticked acceptance of these T&Cs at checkout - you have read and understood the following -

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YOUR ORDER CONFIRMATION:

All orders completed through the website will confirmed by email. Please ensure the email address that you supply is valid and that you have access to it

IMPORTANT: THIS EMAIL ADDRESS IS ALSO THE ONE USED BY APC CARRIER FOR YOUR DELIVERY STATUS UPDATES

DELIVERY CHARGES AND INFORMATION:

Delivery charges for UK MAINLAND (EXCLUDES all islands, Northern Ireland, Channel Islands and some Scottish Postcodes) is from - please check rate at checkout.  Please note deliveries placed for outwith our main zones will be refunded - if you are unsure whether your address falls under this category please contact us by email to team@marrburysmokehouse.com before placing an order - in particular for Scottish Highlands.

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APC will attempt to deliver all parcels in as timely a manner as possible. To ensure people do not have to wait longer for their produce, APC will leave your parcel in a safe location should you not be home. If you have not given a safe place to leave your produce, the delivery driver will choose for you. When the delivery has been made, APC will send you a notification with the details (including photo) of where the parcel is located. If you have a specific safe place, please note it in your order!

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Delivery dates cannot be changed from the date selected at check out (any requested changes subject to an admin fee of £12)

We are giving an estimated 48 hour delivery period. You can state a "safe place" on your property where the goods can be left (at your own risk) without a signature, or state the name of an adjacent direct neighbour. NOTE - drivers will not call you - it is their personal phones - if you are not going to be home please state a safe place to leave the goods otherwise they will be returned to the depot and it is your responsibility to obtain them.

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​Our courier is APC. They do an amazing job year-round of delivering our packages to you. They will notify you of tracking information the day before delivery to your email address. If you need to contact them direct in regards to your delivery please do so via their website, or phone (0800 37 37 37) giving either your consignment number or your order number (known as your "reference number").

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We will endeavour to deliver our goods as requested however due to adverse weather conditions or circumstances out of our control we may be unable to do so. We will undertake to deliver at the next available opportunity and our liability is limited to this. Please note the festive period is a time when carriers are at their busiest. In our opinion it is best to take your order earlier in December. Smoked Salmon has four weeks shelf life (in fact it is tested at 60 days) but we label it from packing day with 28 days. It is also very suitable for home freezing.

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If your package is held back, please remember the foods are cured and smoked. The transport depots are often colder often than a domestic fridge - On receipt, store in your fridge to allow any natural oils which may have surfaced to settle.

Please note: Incomplete delivery information may result in your order being cancelled and refunded subject to an admin fee of £4 . Please ensure your delivery information is correct when placing your order.
WHAT TO DO IF YOU HAVE NOT RECEIVED YOUR ORDER BY 6PM ON YOUR CHOSEN INITIAL DELIVERY DATE

If you have been home all day, on your expected first 24 hours of delivery, (for example if you have selected "Thursday 7th - Friday 8th" then we are referring to the Thursday) and your goods have not arrived by 6pm, you must notify us by email to team@marrburysmokehouse.com with your order number in the subject   so that we can contact APC as early as possible to trace your parcel. Note, this option is not available for deliveries after 14th December - as per above. You will need to contact APC yourself direct - our office will be closed.

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Please note you are also sent tracking information by email. Please check your "Spam" / "Junk" folder for this.

Direct contact with APC (0800 37 37 37, or find your local depot HERE) might result in a delivery being taken to you quicker - so do also contact APC on the number giving the tracking information / order number sent to you by email.

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SENDING A GIFT?

It is your responsibility to ensure the recipient is made aware of all delivery information.  Please ensure you have the correct delivery address at checkout - changes made to orders placed may incur an administration fee.

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We cannot be responsible for failed delivery due to incomplete or incorrect delivery information. Or for deliveries to a property which is not clearly marked or signed. If you are delivering to an address which is hard for couriers to find, please ensure brief location instructions are add location information in the order comments. During the festive season couriers often employ temporary staff - they may not be familiar with your address so please do supply accurate information. If wrong information is given, it will be your sole responsibility to pursue the carrier.

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FORCE MAJEURE
Whilst Marrbury Smokehouse makes every endeavor to fulfill  your order, will not  be liable for any loss or damage due to delays or failure to ship resulting from any cause beyond its reasonable control, such as but not limited to acts of God, acts or omissions of the Purchaser, acts of civil or military authority, judicial action, defaults of sub-contractors or suppliers, labour disputes, failure or delays in transportation, embargoes, wars or riots.

SECURITY ONLINE
Marrbury Smokehouse uses STRIPE to process any payment information using 256 bit encryption. Marrbury Smokehouse do not have any access to this information.

OUR PRIVACY POLICY
We are committed to protecting your privacy. We will only use the information that we collect lawfully and in accordance with the Data Protection Act. We collect information about you for the following reasons:
We need your contact details to process your order. By placing an order and creating an account you agree to allow us to use your details to send you newsletters and information on any promotions we have.
The type of information that we will collect about you includes your name, address, telephone number and email address. We do not collect any financial information about your except order value.

We do not give out details to any third party, unless requested to by the authorities for legal reasons.

OUR COPYRIGHT POLICY
All material on this web site is the property of Marrbury Smokehouse. These materials are protected by copyright and other intellectual property laws. Information received through this website may be displayed, reformatted and printed for your personal, non-commercial use only. You may not reproduce or retransmit the materials, in whole or in part, in any manner, without the prior written consent of the owner, with the following exception only: You may make single copies of the materials available through this website, solely for your personal, non-commercial use, and only if you preserve any copyright or other notices contained in or associated with them. You may not distribute such copies to others, whether or not in electronic form, whether or not for a charge or other consideration, without prior written consent. You can request permission to reproduce or distribute materials available through this web site by emailing or writing to us, our contact information is available on our contact us page.
None of the above terms affect your statutory rights as a consumer.

RETURNS, REFUNDS AND NON DELIVERY
Marrbury Smokehouse cannot be held responsible for parcels which are undelivered or mis-routed due to incomplete or incorrect addresses given by the customer. Because your order is a food stuff and perishable we do not accept returns if any wrong items have been ordered.

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If foods arrive damaged beyond reasonable use  please contact us within 24 hours of delivery. Please do not dispose of the goods as  we will arrange collection and once we have received it back - only then will we issue a refund.

Do not return foods to us without our prior consent. 

If you have an ongoing issue, and it is more than 5 days since the goods were dispatched, and you wish to have a refund,  do NOT accept delivery of the goods and instead have them returned to us - If you accept the parcel we cannot refund it

SUBSTITUTE PRODUCTS
On the rare occasion of a product not being available we reserve the right to substitute items of a similar or greater value. If you are missing an item please let us know on receipt of goods.  Our packing is completed solely by the owner, and cross checked by manager. We can trace errors and keep records of the items placed in the package.

PHOTOGRAPHS
Please be aware that photographs of our products are for illustration purposes and the products you receive will be as described in the product description, not necessarily as the image depicts.