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Frequently
Asked Questions – Please Choose . . .
Placing
your order
HOW
CAN I ORDER?
You can order online through our secure website or
call us on 0034 958 065 042 or 0034 958 065 170.
WHEN
CAN I ORDER?
You can order from our website 24 hours a day or place
your order by telephone from 10.00am – 9.00pm (Spanish
time) Monday – Sunday.
HOW
DO I KNOW MY ORDER HAS BEEN RECEIVED?
After placing your order you will be sent a confirmation
email to acknowledge that we have received your order.
CAN
I ORDER NOW FOR DELIVERY LATER?
Yes. You can order straight away and we can reserve
your goods for dispatch at a later date.
CAN
I HAVE MY ORDER DELIVERED TO A NEIGHBOUR OR AT MY WORK?
Yes. Some Paypal accounts restrict entering an alternative
delivery address, if this is the case simply email us
with the address you would like the order to go to and
we will send you a confirmation email prior to dispatch.
CAN
I CHANGE MY ORDER?
Orders cannot be changed online but we will always
try and accommodate your requirements – contact us
for details.
Payment
WHICH
PAYMENT METHODS DO YOU ACCEPT?
We accept Paypal online through our website (please
note you do not need an account) or VISA / MASTERCARD
over the telephone and you can also pay by bank transfer
into a UK or Spanish account.
IS
IT SAFE TO SUBMIT MY CARD DETAILS OVER THE WEB?
Yes, your details are encrypted using SSL technology
to ensure they are completely safe.
I
DO NOT WANT TO PAY ONLINE, WHAT ARE MY OPTIONS?
Please call Gayle or Iain on 0034 958 065 042 or 0034
958 065 170 and we can process your order securely over
the telephone using the Caja Granada bank.
WHEN
WILL I BE CHARGED?
Payment is immediate, when your card is authorised
you will receive an order confirmation.
PAYPAL
DID NOT WORK, WHAT DO I DO?
Please email us at info@orceserranohams.com
and we will do our best to resolve payment, you can also
call us on 0034 958 065 042 or 0034 958 065 170.
Delivery
HOW
LONG WILL MY ORDER TAKE?
Orders usually take 5 working days to the UK and EU
destinations with the exception of bank holidays and Spanish
holidays.
I
HAVE NOT RECEIVED MY ORDER WHEN EXPECTED, WHAT DO I DO?
Please email or call us and we will contact our International
courier for tracking details which will then be passed
on for reference should you require.
DO
YOU DELIVER AT WEEKENDS?
No, your order will arrive between 8.00am and 8.00pm
Monday – Friday with either UPS or APC courier.
CAN
I TRACK MY ORDER?
Yes. Tracking information usually becomes available
48 hours after your parcel has been dispatched.
DO
YOU DELIVER INTERNATIONALY?
Yes. Hams and cured meats can be delivered anywhere
within the EU. Unfortunately due to USDA restrictions
we cannot deliver any meat products to America / nor outside
the European Union.
I
AM A CUSTOMER IN AMERICA, HOW LONG WILL MY DELIVERY TAKE?
Standard delivery to the USA should take 15 working
days, however we encourage our USA clients to allow additional
time as American customs regularly inspect packages from
Spain which can result in further delays.
AN
ITEM HAS ARRIVED BROKEN, WHAT SHOULD I DO?
Although we pack all orders as securely as possible
there will be rare occasions when an item gets damaged
in transit. Please email or call us to discuss the condition
of your order.
Products
MY
HAM HAS MORE FAT THAN EXPECTED, WHAT CAN I DO?
Unfortunately due to the nature of the product fat
content cannot be accurately determined until the ham
has been cut into. We cannot therefore accept any responsibility
for slightly higher fat content. We do however demand
the best hand picked examples ensuring premium hams for
every order.
MY
HAM HAS MOULD ON THE OUTSIDE, IS THIS NORMAL?
Yes. Every ham will have had and continue to develop
a degree of mould, this is a natural process and totally
harmless.
THERE
ARE WHITE SPOTS IN MY HAM, IS THIS NORMAL?
Yes. The white dots or flecks are amino acids which build
up during the curing process. This characteristic is actually
a sign of a high quality ham. Please see your ‘Practical
Guide to Serrano Ham'.
I
AM UNSURE WHICH HAM TO BUY, CAN YOU ADVISE?
Yes. Please contact either Gayle or Iain where we will
be happy to offer practical advice on which ham may be
best for you (or as a gift) and any equipment that may
be required.
WHAT
SHOULD BE KEPT IN THE FRIDGE?
Most of the products on this website do not require
refrigeration however there are some exceptions. Full
storage instructions are included with all cured meats
and products that require a chilled environment.
Have
a question? Email us now info@orceserranohams.com
or call 0034 958 065 042 / 0034 958 065 170
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