We try to ensure that your order arrives in good condition and we use specially designed insulated packaging and chiller packs to achieve this. Our insulated packaging uses sheep’s wool, which is sustainable and highly effective, giving us an eco-friendly solution to keeping your order chilled.

We take payment at the time of ordering, not at the time of despatch, to avoid any added complications, which may delay the receipt of your order. We accept payment by Mastercard, Visa, Maestro, Electron, Paypal and debit cards. We do not accept orders until we are sure that we can fulfil them and if there is a problem, we will endeavour to contact you as soon as possible.

All our products arrive vacuum packed and you should have at least 14 days in which to use them. We recommend opening our packets a short while before you want to serve it, in order for the air to ‘lift’ the products, making separating easier and allowing the product to “breath” which, like a fine wine, always allows the flavours to come out. They should be kept refrigerated and consumed within 3 days of opening. You can also freeze all our products, except Gravad Lax  and this does not adversely affect either the taste or the texture.

Personal Gift Messages

If you order by post and enclose a personal card, we will be happy to include it in your order.

If you choose to add a message through our website, we will include a gift card on your behalf, however we are not responsible for any message that the recipient may consider offensive.

Delivery

Orders will normally be despatched within 3 working days (Monday to Thursday) of receiving your order, by a next day delivery service. We do not despatch on Friday, Saturday or Sunday, to avoid being in transit over the weekend.

We strongly recommend that if your order is required for a special event, like a party, that you request your delivery to arrive a few days before, to allow for any unforeseen circumstances that may delay the safe arrival of your order. We would much rather it were safe in your fridge, with time to spare, so that you can relax. If it is for a birthday we are happy to try and deliver on the day, if it is a midweek birthday.

Our deliveries are arranged through an independent courier, therefore we cannot take responsibility for delays which are outside of our control, such as inclement weather, industrial action or a van malfunction! Obviously we will endeavour to inform you of any delays.

Because of the perishable nature of our products, our courier company is authorised by us to leave your parcel in a safe place. We feel it is better for them to deliver the parcel, in this way, rather than you having to collect it from the depot or to arrange a redelivery. In order to help the driver, you can indicate a suitable place to leave the parcel, eg in the garage, when you place your order. Unfortunately our packaging sometimes makes our parcels too large to be posted through the average sized  letterbox. A daytime telephone number is also needed, for yourself and for where the parcel is going to, so that the driver can contact you.

Postcodes and telephone numbers are required for both the orderer and where the parcel is going. The Weald Smokery cannot be held responsible for parcels that are undelivered or misrouted due to incorrect addresses and postcodes provided by the customer or recipients who are permanently away.

Substitutions

Occasionally it may be necessary to substitute any unavailable items with one of equal or greater value and of a similar nature.

Delivery Costs

Delivery to UK mainland addresses is £7.95, to cover the cost of the packaging. It is free if you spend over £75, per delivery address.

Delivery to the following incurs additional delivery costs, as detailed, which will be incurred even if you spend over £75:-

We no longer accept orders that are to be sent abroad, due to the perishable nature of our products and the lack of control we have in ensuring they arrive in good condition.

Alterations and Cancellations

We are happy to accept alterations to an order, as long as it has not been packed ready for despatch.

Cancellations, returns and refunds

All customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

To meet the cancellation deadline, please notify us via email or phone about cancelling the order before the cancellation period has expired.

If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. As the goods are likely to be perishable and will have arrived with ice gel packs, the goods will need to have been kept in a refrigerator and returned with the ice gel packs refrozen, so they are returned to us without the ‘cool chain’ being broken. They will also need to be returned as soon as possible to reduce the loss of perishable date on the product. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.

We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

Once you have notified us that you wish to cancel the order, any sum debited to us will be refunded to you as soon as possible and in any event within 14 days of your cancellation.

Christmas Orders

Please order as soon as possible before Christmas, as orders cannot be guaranteed if received after 10th December. Delivery of Christmas orders will be between 11th – 18th December. Delivery on a specific date during this busy period cannot be guaranteed.

Offers

For offers using specific offer codes, the following standard terms apply:

• No cash alternative is available
• Offer is subject to availability
• Only one code can be used per order
• Codes cannot be used after the offer end date

Disclaimer and Legal Notice

The following are the terms and conditions of the use of The Weald Smokery website and services. If you do not accept these conditions, please do not use this website or services.

The content on this website is provided ‘as is’ and the Weald Smokery do not guarantee and are not responsible, for the accuracy of any information provided on the website, or the effect it may have on your computer. We reserve the right to change prices, products, offers and any other information, on the Weald Smokery website, at any time, without notice.

Unless specified to the contrary, the contents of the Weald Smokery website, including the design, text, images and graphics, are protected by copyright.

We have taken a great deal of care in representing our products accurately on our website. However, whilst the photography gives a good indication of the actual product and the weight of product included in our packs, the photographs do not indicate the exact number of slices or size, you may actually receive. It is only to give guidance

Data Protection and Privacy Statement

Here at The Weald Smokery we respect and protect the personal information provided by you. We will not share this information with any third parties except if required to by law. We may however, use it, occasionally, to contact you to provide you with information regarding our products, or to advise you of any offers or promotions. If you wish to have your details removed from our database, please do not hesitate to contact us and we will do so, immediately.

Hyperlinks and Cookies

The Weald Smokery website may contain hyperlinks to websites operated by other parties. We have no control over these websites and have merely included them for information purposes. Their inclusion does not imply an endorsement of the material contained on them.

What are ‘cookies’?

‘Cookies’ are small text files that are stored by the browser (e.g. Internet Explorer or Safari) on your computer or mobile phone. They allow websites to store such things as user preferences. You can think of cookies as providing a “memory” for the website, enabling it to recognise a user and respond appropriately.

Analytics cookies:

Every time a user visits our website, web analytics software provided by a third party generates an anonymous analytics cookie.

These cookies can tell us whether or not you have visited the site before.

Your browser will tell us if you have these cookies, and if you don’t, we generate new ones.

This allows us to track how many individual unique users we have, and how often they visit the site.

Unless you are signed in, these cookies cannot be used to identify individuals; they are used for statistical purposes only. If you are logged in, we will also know the details you gave to us for this, such as username and email address.

Third party cookies

Third parties may also set their own anonymous cookies, for the purposes of tracking the success of their application, or customising the application for you. Because of how cookies work, we cannot access these cookies, nor can the third parties access the data in cookies used by us.

For example, when you share a news article using a social media sharing button on our website, the social network that has created the button will record that you have done this.