Can I return a purchase if I change my mind?
Yes, you have the right to cancel your order up to 14 days from receipt. However, a refund will only be provided if the item is returned in a saleable condition. If the item has already been sent to you, you will need to pay for return postage.
Who pays for return postage?
Initially, you will need to pay return postage to get the item to us for review. If we agree that the item is faulty, we will refund return postage but this is limited to the operator’s standard basic rate only and excludes premium services such as Special Delivery.
Can I return a product that has been opened?
Yes, providing the item is faulty, you have the right to request a refund up to 30 days from receipt. Please email us at email@example.com so we can understand what is wrong and how we can help.
There seems to be a lot of fat on my purchase, is this normal?
Yes, it is normal for hams and particularly shoulders to have a healthy portion of fat - usually between 40% and 50% by weight. If the fat portion on your purchase seems excessive, please contact us so we can discuss. Photographs are also really useful to help us review ahead of deciding whether to return an item.
I have discovered some mould on my ham, is it safe to eat?
Actually, yes. Once exposed to air, a bluish-white mould may appear on the surface of the ham. This is completely normal and is part of the natural maturing process. This mould can be wiped off using olive oil and a cloth and does not affect the quality of the product.
I have discovered some small white crystals in my meat. What should I do?
This is nothing to be alarmed about - this is completely normal and does not affect the quality of the product. As the meat slowly loses water, tiny white crystals can form from amino acids within the muscle. This is very much part of the natural process and is more common in meat that has been cured over a longer period.
Help - my ham has an unpleasant, bitter flavour. Should I return it?
The outer rind of the ham is bitter and should be removed before slicing and serving. If you do not clean the ham as described in the cutting guide, it is possible that the bitterness of the rind could transfer onto the ham and affect the taste. We recommend that you cut away the rind and outer fat and if the flavour issue persists, please contact us to discuss.
What if I return a product to you and you do not find it faulty?
If after inspection (and in consultation with the producer) we determine that the product is not faulty, we can either return the product to you (at your cost) or dispose of the item.
Where Can I Learn More About Your Return Policy?
We hope that the answers to your questions are in this section. If you haven’t found what you’re looking for, you can contact us or click on the Returns Policy section of our website to read the returns policy in full.
Where can I find a copy of your returns policy and how do I contact you with questions?
Our returns policy can be found here. You can contact us by email (firstname.lastname@example.org) or telephone 07498 498933 (Between 10am and 5pm Monday to Friday)