Delivery Information & FAQs
When will I receive my order?
We smoke fish 5 days a week, paté and fishcakes are made twice a week. Please allow 3 working days from order.
Can I freeze Charlie’s products?
Yes, you can. All our products are suitable for home freezing. Please follow the guidelines on the back of each product.
How will my order be presented?
Orders are sent out in our own very smart custom made printed boxes. Everything will be kept cool and fresh inside.
A reusable foil insulated envelope aided by reusable gel packs, and composable air pillows to keep everything from flying around.
Can I send it as a gift?
You most certainly can. A handwritten gift tag can be included. Please add your message at checkout.
What about corporate gifts?
Absolutely, we’re always happy to help. Delivery can be arranged to one or multiple addresses. Please contact the office directly to discuss the best ways and means. email@example.com
Delivery & Exchanges
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Where do you deliver to?
We deliver to all UK postcodes bar the Highlands and Islands, Northern Ireland , the Isles of Scilly, the Channel Islands and the Isle of Man. If in doubt please contact the office at firstname.lastname@example.org
Who will deliver my order?
We are partnered with Parcelforce, who offer a reliable overnight service. Once your order has been picked up from the smokehouse, Parcelforce will notify you by email or text when the delivery is due. They will notify you of the time of delivery first thing that morning.
Do I need to be at home?
No, the driver has instructions to leave safe if no one is home to take delivery.
Can I track my delivery?
Yes, you can. Parcelforce will give you the necessary detail with the communication confirming your delivery slot.
Do you offer weekend delivery?
We do, but you will incur an additional charge – best avoided if can be! Please contact us to arrange this service.
How much do you charge for delivery?
Delivery is FREE on all orders over £50. For orders under £50 there is a delivery charge of £7.35.
At Charlie's Smokehouse we are committed to providing our customers with high-quality smoked products and excellent service. We understand that, on rare occasions, circumstances may arise that warrant a refund. Please review our refunds policy below for more information.
We do not generally offer refunds or exchanges on our smoked products, as they are perishable items.
Refunds will only be considered under the following circumstances:
a. The courier company fails to deliver your order within 48 hours of despatch.
b. Products arrive damaged or spoiled due to the fault of the courier company.
Exclusions from Refund:
We do not offer refunds for change of mind, dissatisfaction with the taste or flavour, or if the products are not to your personal liking.
Refunds will not be provided for delays or damages caused by incomplete or inaccurate delivery information provided by the customer.
Submitting a Refund Request:
To be eligible for a refund, customers must contact our customer service team within 48 hours of receiving the order.
Customers must provide clear photographic evidence of any damage or spoilage to support their refund request.
Once your refund request is received and approved, we will initiate a refund to your original payment method.
Refunds may take 5-7 business days to process, depending on your payment provider.
For refund requests or any other inquiries, please contact our customer service team at email@example.com or 07515 385339.
Orders cannot be canceled once they have been despatched. Please review your order carefully before finalising the purchase.
In exceptional circumstances, [Charlie's Smokehouse reserves the right to make case-by-case exceptions to this policy.
Please note that our refunds policy is subject to change, and any updates will be reflected on our website.
No Returns Policy
Thank you for choosing Charlie's Smokehouse for your smoked fish and specialty products. We take great pride in providing high-quality products to our valued customers. To ensure clarity and transparency, please review our No Returns Policy outlined below:
1. Perishable Nature of Products:
Due to the perishable nature of our smoked fish and specialty products, we regret to inform you that we cannot accept returns or exchanges. Our products are crafted with utmost care, and once they leave our smokehouse, we are unable to guarantee their condition.
2. Food Safety Regulations:
In adherence to food safety regulations and standards, we prioritise the health and safety of our customers. Accepting returns could compromise the integrity of our products and pose potential health risks. As a result, we are unable to accommodate returns.
3. Quality Assurance:
We strive to maintain the highest standards of quality in our smokehouse. If you encounter any issues with your order, such as damaged items or errors, please contact our customer service team within 24 hours of receiving your order. We will make every effort to address and resolve any concerns promptly.
4. Contact Customer Service:
For any concerns or inquiries related to your order, please contact our customer service team at firstname.lastname@example.org or 07515 385339. Our team is available to assist you and address any issues you may encounter.
5. Refund Policy (Exceptions):
While we generally do not accept returns, we understand that there may be exceptional circumstances. If you believe your situation warrants consideration, please contact our customer service team to discuss your specific case.
Note: Please ensure to carefully review your order before finalising your purchase. Confirm quantities, products, and delivery details to prevent any discrepancies. We appreciate your understanding and cooperation as we work to provide you with the best possible smokehouse experience.
Thank you for choosing Charlie's Smokehouse. We appreciate your trust and look forward to serving you with our delicious smoked products.