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SHETLAND SMOKEHOUSE
WEBSITE
FAQS

PLACING ORDERS ON THE WEBSITE

How do I order?
You can place your order online.  It's very easy.  Select the item required, enter how much you would like, and click "Add to Basket" button next to the product.  You will then be taken to the shopping basket where you can either delete or amend the quantity of the items in your basket.  If you have finished selecting your shopping then follow the on screen instructions to enter you personal details and delivery address.  Finally you will be asked to select you payment method before the order can be processed.

How Can I pay for my order?
You can pay by Credit/debit card
We accept all major credit/debit cards including, Visa, Visa Electron, Mastercard, Delta, JCB, Maestro and Solo.
For credit card payments your card details will be processed through a secure system provided by Natwest Merchant Services & Protx.

Can I have my order delivered to a different address?
Yes, when you place your order you can add a different delivery address.  If the billing address is different from the delivery address the invoice will also be sent to the billing address.  Please Note: The billing address is the address in which your credit card is registered.
Please ensure correct address and postal code are included on all orders to guarantee delivery.

I live outside the UK.  Can I still get Smokehouse products?
Yes we do deliver outside the UK but there will be an additional charge for this service.  Please call 01542 833950 to arrange a delivery outside the UK.

How will my order be delivered?
Smaller items will be despatched using Royal Mail, Bigger items will be despatched using our courier Fedex.  This will vary depending on the area you live in.

How much will delivery cost?
The prices shown on the website include delivery to anywhere in mainland Britian.  Except Northern Ireland, Republic Ireland, Scottish Highland, Scottish Borders and any EU country there will be an additional charge if you require goods to be sent to any of these places please call 01542 833950 to arrange delivery.

I am not satisfied with my product. What should I do?
If on reciept you are not satisfied with the freshness of your product then contact us immedietly we will be happy to provide a full refund.  If we agree to provide you with a refund we will credit your credit card account within 30 days of reciept of the returned product.  Your statutory rights are not affected.

How do I know my personal details are secure and will not be used by third parties without my permission (privicy policy)?
We are commited to protecting your privicy.  We will only use the information we collect about you lawfully (in accordance with Data Protection Act 1998) and acording to the Which Web Trader Code of Practice.
We do not disclose your information to third parties, except delivery information to our carriers for goods delivery purposes.  Your e-mail address will be kept confidential.  We will not mail you after your order has been processed without your consent.

How do I contact you?
If you need to get in touch, send an e-mail to admin@shetlandsmokehouse.co.uk or you can call our Customer Service Help line on +44 (0) 1542 833950 between Monday to Friday.

ABOUT OUR PRODUCTS

Hampers
Hampers containing alcohol can only be sold to persons over the age of 18. Please note that the photographs may not reflect the actual contents list, and we reserve the right to replace any individual item, which may be temporarily unavailable with another item of a similar value.

How Fresh is the fish used to produce Smokehouse Products?
The salmon used in Shetland Smokehouse products is supplied fresh each and is sourced from Shetland

How long does it take to smoke a Smokehouse fish?
Depends on the weght of the fillet.  A large fillet (1.5+kg) will take up to 16 hours while a small one will take maybe 10 hours.

Is slicing done by hand?
Yes.  Your salmon is sliced the very day of despatch by one of our experienced staff for a totally handcrafetd product.

Can I Slice the salmon myself?
Yes, Whole Side of Salmon is available for you to slice yourself.

Is your salmon fresh or frozen?
We only use fresh salmon, never imported or frozen.  You can use our produce straight from the fridge to the limit of the use-by-date, or freeze for later use.  We always recommend that if you are going to freeze, then do so  as early as possible because there is a slight deterioration in quality towards the end of the shelf life period.

Are your products Kosher?
Yes we come under the supervision of Manchester Beth Din and the Kosher federation.  We also have a special supervision for passover, so you can order passover salmon.  Please call a couple of weeks in advance.

What is the difference between Hot and Cold Smoked Salmon?
Hot Smoked Salmon is smoked in the over with a high humidity level so the flesh is steam cooked giving it a meatier texture.
Cold Smoked on the otherhand is smoked gentle at a lower temperture for a longer period of time

Which woods do you use in you smoking process?
We use a mixture of beech chips from old whisky barrels to give our fish a distinct smoky flavour.

What does Organic Mean?
Organic refers to Organic Farm Raised salmon which has met the standards and been approved and monitored by Sopa, the Scottish Organic Producers Association.  These standards are strick and complex but in effect refer to the number of fish which can be kept in a salmon cage, the type of feed that the fish can eat and how the fish are cared for.

How is Gravalax made?
In earlier times in Scandinavia, in order to preserve the prized salmon for the winter, fillets of salmon were rubbed with salt, and sometimes alcohol or aquavit, roused with dill and pepper and actually "buried", under a weight of snow for up to 3 months.  The word Grav, or Gravad is derived from the Scandinavian word for grave or to bury.  Of course, nowadays we don't actually bury the salmon, we prefer to use a refridgerator.

What are the health benifits of Salmon, Mackerel and Herring?
Salmon, Mackerel and Herring are all oily fish making them a rich source of Omega3 oils which form an important part of our diet.  These Omega3 fatty acids have a wide range of health benifits which include: reducing blood pressure, improving kidney function and blood fats and pimproving skin conditions such as eczema.  They have also been linked to improving mental health conditions such as depression as our brain needs these essential fatty acids to function properly.  This is why making oily fish part of you diet is essential, especially in children who are still growing and developing.