How quickly will my order be processed?

We smoke on demand and don’t keep a large stock of fish, so please order your fish a week ahead (by end of Wednesday) to guarantee despatch the following Tuesday or Wednesday. We send out all orders with a 1-2 day delivery service through the Royal Mail, or if a bigger order, Menzies courier service which is 2 days.

All local orders, please collect from Kames Fish Farm, near Kilmelford, on a Tuesday or Wednesday from 10am.

We will email you to let you know when we have dispatched your order or when it is ready for collection.

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 £5.99 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 the courier to leave them 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.

How can I send multiple orders to different addresses?

Unfortunately we don’t have the function to do this online, but you can email us directly at orders@kames.co.uk with the details of the addresses and any messages, and we can contact you to put the payment through over the phone. We can’t offer free shipping for individual destinations if each specific order is under £40, as we have to pay for every delivery & packaging – however we do offer a 10% discount for bulk orders.

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, there is an option to do this at the checkout, and we will include a handwritten note.

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.

We use polyboxes for our fresh fillets and some larger orders, which can be recycled at your local council.

How do you keep the product chilled?

We use frozen gel packs 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 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 orders@kames.co.uk 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 orders@kames.co.uk if you change your mind on an order, and we can issue a refund depending on how far along the processing journey your fish is.

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