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FAQ

Ordering  •  Delivery  •  Collection  •  eGift Cards

Ordering

How do I order online?

Once you have selected the items you’d like, you can checkout to complete your order. This can be done as a guest or you can sign up as a customer.

 

What do I do if there is a problem with my order?

We take every precaution to make sure your order is correct and of the highest quality. However, if there is a problem, please email harri@thewimbledonsmokehouse.com and we'll do our utmost to reach a solution as soon as possible.

 

What payment options do I have?

We accept Mastercard, Visa, Google Pay and Apple Pay and American Express. We do not accept PayPal.

 

Can I order wholesale?

All wholesale enquires please contact harri@thewimbledonsmokehouse.com

Delivery

How is my order delivered?

We courier our parcels using DPD local, once you have placed the order, you will contacted by DPD with a time slot. (Please be patient)

How much does delivery cost?

Orders under £50 will be charged £4.99 for delivery. Orders over £50 will have no delivery charge.

Where do you deliver to?

We deliver to mainland UK only, Scotland please allow one extra day for delivery.

When will I receive my delivery?

Order by 10am for next day delivery. Please select a delivery date Tuesday – Friday ONLY. Any order placed after 10am on Friday will be dispatched Tuesday morning.  *Bank holiday orders will be dispatched on Tuesday morning.

How is my order packaged?

Your order will be boxed up or wrapped up using our sustainable packaging made from sheep’s wool. Great for compositing or using as a base for flower beds! This keep the product fresh and cold for 48hrs. Cardboard boxes are also recyclable.

What do I do if my order hasn’t been delivered?

In the rare event that your order has not been delivered on time please contact harri@thewimbledonsmokehouse.com. You’ll receive tracking notifications from DPD, in regards to specific timings for your delivery.

Do I need to be in to sign for my delivery?

As perishable goods, you will receive 2 delivery attempts. Therefore if no one is in please give instructions of a secure location the order can be left. Our temperature controlled boxes or wool cool’s will ensure your order will stay chilled for up to 48 hours.

 

Can I return goods?

As the product is perishable goods we don’t accept returns.

Collection

Can I collect my order?

We offer the option, at check out, to collect your order from one of our shops. Clapham South, East Dulwich, South Kensington and Islington.

When can I collect my order?

Next day collection is offered for orders made before 10am. Please select a collection date Tuesday – Friday ONLY. Bank holiday orders for shop collection will be available Wednesday.

Can I choose my collection date?

A collection date must be chosen on the delivery details page. A date can be chosen for up to 1 month in advance.

What if I can't make my collection date?

Orders must be picked up within 24hrs. of selected date as goods are perishable.

eGift Cards

Can the gift card be redeemed in one of the Moxon’s Freh Fish shops?

Gift cards can ONLY be redeemed online.

Can I choose when the eGift Card is sent?

Yes. A delivery date can be chosen when purchasing a gift card.

When do the gift cards expire?

Gift cards expire 12 months from the date of purchase. 

How do gift card recipients get their cards?

The gift card recipient gets an email with the subject line ‘You just got a gift card from ....’ (with the relevant name). Their unique gift card code appears in the email.

How do recipients redeem gift cards at checkout?

To redeem the card, the recipient heads over to our online shop and finds items to purchase. During payment, they click 'Redeem a gift card' and they enter their unique gift card code. 

What happens if the order total is more than the remaining gift card value?

If the sale is worth more than the value of the card, customers can pay for the remaining cost using other payment methods.

What happens if the order total is less than the gift card value?

Any amount left over after making a purchase can be used in future purchases. For example, if a customer has a £100 gift card and spends £25, they can use the remaining £75 in future when shopping on the online shop.

Can gift card holders check their balance?

We apologise, but currently it is not possible for recipients to check their gift card balance.

Need further assistance?
Please contact harri@thewimbledonsmokehouse.com and we’d be glad to assist you further.
 
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