Frequently Asked Questions
1. How can I place an order with you?
Ordering is very simple. Just visit our website www.smokeyyard.co.uk add your favourite products to the cart, proceed to secure online checkout, and you’re done!
2. Will I receive an order confirmation?
Yes, absolutely! After placing your order, you will receive an email notification confirming that your order has been received. We also recommend checking your spam folder, as the email may occasionally end up there.
3. Will I receive delivery information?
Yes, of course. Once your order has been processed and prepared for dispatch, you will first receive an email notification from us confirming that your order has been sent to the DHL depot.
You will then receive a separate email notification from DHL confirming that they have received your parcel, along with your tracking number.
When the parcel is out for delivery, DHL will send another email with the estimated delivery time, including a one-hour delivery window. You can also provide delivery instructions for the courier, such as where to leave the parcel if you are not at home.
4. How do you ship the parcels?
We ship parcels via DHL courier using the Next Day Delivery Service. Please note that this service applies from the moment the parcel is dispatched, not from the day the order is placed.
After receiving your order, we first process and prepare it for dispatch. Once it is ready, you will receive an email notification from us, followed by another notification from DHL once the parcel has been collected at their depot. We hand over parcels to DHL in the evening to help shorten the overall delivery time. From the moment DHL takes possession of the parcel, delivery typically takes 24–48 hours, depending on your location.
5. Where do you deliver to and what are the shipping costs?
In principle, we can deliver your order almost anywhere. Currently, we ship throughout the United Kingdom (England, Wales, Jersey, Isle of Man, Northern Ireland, and Scotland). If you are interested in delivery outside these areas, please contact us at contact@smokeyyard.co.uk.
Below you will also find a map showing the shipping costs.
6. How long does delivery take from the moment the order is received?
We aim to keep all products in stock and minimise waiting times. Parcels are currently dispatched between Monday and Wednesday, depending on the number of orders received. For this reason, the dispatch time from the moment your order is received may take up to 10 working days. Once your order has been processed, you will receive an email notification.
7. How do you ship fresh (raw) products?
Fresh (raw) products are shipped only during the cooler months, from late autumn to early spring, when temperatures are not too high. Currently, the raw products we ship include fresh paprika sausages and Jaternice (liver sausage), which are pre-frozen before dispatch to ensure they remain safe during transit.
These products are packed in special insulated packaging, and when necessary, we also include cooling packs. When packed this way, the products remain chilled for approximately 48 hours during delivery.
8. Do your smoked products or sausages contain additives or preservatives?
No. We believe in traditional family recipes and do not use additives or preservatives — not even sodium nitrate. Our focus is on quality ingredients and time-honoured methods.
9. Are your sausages gluten-free?
Yes. All our fresh paprika sausages, smoked sausages, and Jaternica are gluten-free.
10. What happens if I miss my delivery?
We strongly encourage customers to carefully check all information provided by DHL. You will receive an email notification once your parcel is with them, and on the day of delivery, you will be given a one-hour delivery window. You can also provide delivery instructions, including a safe place to leave your parcel.
As these are perishable items, we ask customers to make suitable arrangements. Please refer to our Terms & Conditions for further information.
11. Do you offer click-and-collect?
We offer collection from our shop. Select the collection option at checkout. We will notify you as soon as your order is ready to collect.
12. Can I change or cancel my order after placing it?
We can only change or cancel orders before they are packed and dispatched. Once an order has been prepared and shipped, we are unable to make any changes or cancellations due to the perishable nature of our products.
13. What is your refund or returns policy?
Please refer to our Terms & Conditions for full details of our refund and returns policy.
14. What should I do if my order arrives damaged?
Please email us within 24 hours of receiving your order at orders@smokeyyard.co.uk, quoting your order number and attaching clear photographs of the damaged items and the parcel.
Without this evidence, we may be unable to resolve your claim.