How quickly will my order be processed?
We send out all orders that include fresh fish items once a week on Tuesdays, with a 1-2 day delivery service through the Royal Mail, or if a bigger parcel, Menzies courier service. Because of our location we’ve found it best to not to send fresh fish beyond Wednesday, as deliveries sometimes run a bit slower towards the weekend.
If you order just smoke and we have it in stock with a good shelf life, we’ll send it out right away, otherwise it will be a 3-5 day turnaround.
If you are collecting locally, we’ll always have fresh and smoked ready within 3-5 days.
Please get in touch if you want fresh fish for a specific day, as we can usually accommodate this.
Once you’ve placed your order we will email you an estimated delivery day, and send a further update to let you know we’ve despatched the order.
Will it always arrive with a good shelf-life?
We guarantee that when your fish reaches you it will have a minimum 5 day shelf life for the fresh, and a minimum 2 week shelf life for the smoked.
How much does the delivery cost?
We’ve set our delivery charge at £4.99 for the UK, including Highlands & Islands. As a Highland farm, we get so frustrated by the extra charges to remote areas, and we are determined not to transfer this to the customer!
We offer a free local collection from Kames Fish Farm, Kilmelford, PA34 4XA.
All orders over £40 receive free delivery.
What if I am out?
We mark our parcels as perishable items and instruct larger parcels to be left in a safe place or on the doorstep.
With Royal Mail deliveries the item is tracked, and you should receive updates on your email and by text, if you have given us these details. There is an option there to leave in a safe place if you are going to be out. Alternatively, you can give us instructions in the notes section of the checkout page.
What are the gift options?
You can send your order as a gift simply by writing in a different delivery name and address. If you would like to add a gift message, please write it in the notes section at checkout. We are updating the website soon to make it easier to specify that it’s a gift and include a message, plus optional contact details so the recipient can receive updates from Royal Mail that a parcel is en route. We can also give Royal Mail instructions if you write them in the notes section of checkout. We are also updating the site so that you can send orders to multiple destinations in one checkout.
Is your packaging recyclable?
Yes, all except the film for vacuum-packing, and we are currently trialling bio-degradable film so watch this space! The boards and the sleeves can be put in the recycling bin, and we send out in eco-friendly padded bags that use sheep’s wool as the insulator. You can reuse these in many different ways (see here for some ideas), or put the wool in the compost and the bag in the recycling or at a recyclable plastic bag collection point. Finally if it’s all getting too much, you can box up your packaging and send it back to Woolcool free of charge at a Collect+ point – click here to download a label.
How do you keep the product chilled?
We use frozen gel packs within insulated bags to keep the products cool during their journey to you. It is normal for them to defrost over the course of the journey but they (and the fish) should still be chilled. However, occasionally parcels do go astray and take an extra day or two, and if this happens and your fish is warm, please get in touch and we will immediately issue a refund and take it up ourselves with the delivery company.
Do you accept returns or issue refunds?
We don’t accept returns but if your product is not to your satisfaction, please get in touch at firstname.lastname@example.org with a short explanation, and we will issue a refund immediately.
Can I cancel an order after I’ve placed it?
Please get in touch as quickly as possible at email@example.com if you change your mind on an order placed and we can issue a refund depending on how far along the processing journey your fish is.