The Small Print
Terms & Conditions
YOUR ORDER CONFIRMATION
All orders done through the website will confirmed by email, please ensure the email address that you supply is valid and that you have access to it.
DELIVERY CHARGES and INFORMATION
Delivery charges for UK MAINLAND (EXCLUDES all islands, Northern Ireland, Channel Islands and some Scottish Postcodes) delivery is £9.95 for orders over £40 and £11.95 for orders under £40. We are not a "High Street" store and do not have access to cheaper delivery options, we ourselves are charged more than this, so make no profit on delivery charges. We can offer timed deliveries such as pre noon or 1pm price on application.
Delivery charges will increase the closer it gets to the exceptionally busy festive period - see prices at checkout.
NOTE !!! If you place an order for the 22nd- 23rd and it does not get there in time we cannot chase it for you. You will need to call APC yourself and chase your local depot.We have put the late delivery dates on and we do send it next day but the current situation is putting strain on carriers and there are delays. So far we have got every single delivery out - but ordering too late does bring a risk. If you have not received your parcel by Dec 22nd call APC customer services on 0800 37 37 37 and they will chase it up for you. Our office will be closed.
POST NOTE TO THIS - APC THIS WEEK HAVE BEEN TREMENDOUS!! We have every faith in them - they have been doing an amazing job by far better than we have experienced in the latter years (especially 2019) with Fedex - They are emailing 2 hour windows and are very good in chasing up any delays due to road traffic etc - We are keeping the 22nd-23rd open due to the current successful deliveries ! Top Job APC!!
The next delivery date for us after the 23rd Dec will be JANUARY 8TH !
Note any order placed on our website from 19th December will not be delivered until January 8th so do NOT order unless you do want that as your delivery date. Festive ordering closed from 11am on 19th December.
We cannot accept orders for BFPO addresses, and only deliver to Mainland UK and cannot deliver to certain postcodes in the Scottish Highlands. Orders put through which are not within our delivery capabilities, will be refunded. If you wish to order out with our standard UK delivery please call or email us. Should you place an order which is out with our standard delivery, or minimum order, or is in a zone which incurs extra delivery charges, we shall cancel and refund said order.
Should you place an order which goes undetected through our system for surcharged zones, we reserve the right to invoice you for additional costs and note such deliveries may not be delivered within our regular timescales. No refund would be made for this so DO call us if you are seeking a delivery for such a region.
Be aware that our products are perishable. Due to CoVid 19 we are giving an estimated 48 - 72 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.
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.
Payment is taken when the order has been processed.
If you have been home all day, on your expected date of delivery, and your goods have not arrived by 6pm, you must leave a message on our answerline which is 01671 820476 (OR 01671 840241) in order that we may contact APC as early as possible to trace your parcel. You are also sent tracking information by email. Direct contact with APC will result in a delivery being taken to you quicker - so do also contact APC on the number giving the tracking information sent to you by email.
If you are sending a gift, please make the recipient aware of our delivery information.
IF YOU DO NOT CALL OUR SMOKEHOUSE AT 6PM ON THE DAY OF DELIVERY WE CANNOT FIX THE PROBLEM. YOU MUST CALL 01671 820476 OR 01671840241 BY 6PM ON THE DATE OF DELIVERY AND LEAVE US A MESSAGE.
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.
As a small family business, we endeavour to provide you with the best possible service - but accidents do happen, transport hubs do get held back - one motorway breakdown and a whole truck load can be held back - so - we suggest if you can, that you take goods around the second week of December when couriers are not in full mayhem. Taking delivery at the very last day carries an element of risk so please, if possible, consider as early a delivery date as possible.
We cannot be responsible for failure to deliver due to incomplete addresses given, or for property which is not clearly marked or signed. If you are delivering to a property which is hard for drivers (APCx is our carrier) to find, please add location information in the order comments.
If your package is held back, please remember the foods are cured and smoked. The transport depots are colder often than a domestic fridge - It is highly likely your food will be fine. On receipt, store in your fridge to allow any natural oils which may have surfaced to settle. If in doubt, do get in touch.
If delivery is delayed, APC will update you with their next available delivery date. It is vital an email address of the recipient is provided for Fedex tracking purposes.
MAKING CHANGES TO YOUR DELIVERY DATE - Changing your delivery date once your order has been processed incurs a £10 admin charge - we are a very small business, all hands are required to help with packing in the smokehouse - changing a delivery date means changing several administration systems - please therefore ensure you have selected a delivery date where our carrier can obtain an indirect signature. We can add remarks to leave in a safe place but this is at your own risk as an indirect signature is required.
Whilst Marrbury Smokehouse makes every endeavour to fulfil 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.
Marrbury Smokehouse uses STRIPE to process any payment information using 256 bit encryption, Marrbury Smokehouse do not have any access to this information.
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 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.
The information we hold will be accurate and up-to-date. If you wish to see what information we have stored on you please contact us by email with your request, if it is found that information is incorrect that we have stored we will change it for you.
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
In addition to the notes above:
Occasionally some packages can be delayed or even undelivered by the courier. Please contact us by 6pm on the day the order due if it hasn't arrived by leaving us a message on 01671 820476 or 840241 so that we can endeavor to rectify the situation as soon as is possible. . Marrbury 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.
If foods arrive damaged please contact us within 24 hours of receipt of delivery and we will arrange collection and replacement if the goods cannot be salvaged. Do not return foods to us without our prior consent.
On the rare occasion of a product not being available we reserve the right to substitute items of a similar or greater value.
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.