Here you will find answers to our most-asked questions
FAQs
Important information about your online order
Due to the short shelf life of certain products, some items can only be despatched on limited days of the week. This restriction will be reflected in the availability of delivery days when you go to the Checkout.
Please note for any pre-order items, you will need to select a delivery date with minimum days from your required delivery date as specified.
We double-check each order in the office, so if there are any issues with your order we will contact you by telephone or email during office hours.
What if there is something I'm not happy about?
If you have a complaint about our products or service please contact Dukeshill as soon as possible on 0345 222 0153 to speak to a member of our customer service team or e-mail help@dukeshillham.co.uk Please provide us with the full details of your order, including the order number, your name, the date of delivery and specific details about the problem that has occurred.
Account
How do I change my marketing preferences/unsubscribe?
You can manage your marketing preferences at any time by logging into your account on our
website. Alternatively, you can update your preferences by clicking the link in the footer of our
emails, or by contacting our Customer Service team over the phone, who will be happy to assist
you.
Ingredients & Allergens
Do all your products have nutritional information?
Yes, all our products comply with the Food Information to Consumers (FIC) Regulation
1169/2011, also known as “Retained EU law,” which requires nutritional information to be
provided.
Where can I find ingredients and allergens for your products?
Allergens present in our products are clearly highlighted in the ingredient lists on both the
product labels and descriptions. Some products may also include “may contain” statements to indicate possible cross-contamination. For further information, please contact our Helpline during office hours at 03453700129.
Storage
Will my meat arrive fresh or frozen?
All our products are delivered fresh and securely packed. Next-day delivery is available for most mainland UK addresses.
How long can I keep my meat in the freezer?
We recommend using frozen meat within one month for best quality. Longer storage may affect the taste and texture.
How long will my meat keep in the fridge?
All chilled products are labelled with “use by date” and need to be consumed within that date.
How will my meat be packaged?
Packaging varies by product and includes Modified Atmosphere Packaging (MAP) or vacuum packing to maintain freshness.
How do I store my ham?
We recommend keeping the ham in its vacuum packaging until ready to use. A slight odour upon opening is normal and will dissipate within minutes. Once open, store cooked ham covered with greaseproof paper to prevent drying out. Avoid cling film or polythene, which can promote mould. Alternatively, use our Ham Storage Bag- a calico bag dampened with water and a splash of vinegar- to help maintain moisture in the fridge. Always store ham in a refrigerator.
How do I wash my ham bag?
Ham bags can be washed by hand using mild soap and warm water. Avoid machine washing to preserve the bag’s material and durability.
Cooking
How do I cook my ham?
York or Shropshire Black hams should be soaked in cold water for 24–48 hours, changing the water once or twice. Wiltshire hams and joints in the Freezer Selection Pack do not require soaking.
To cook: place in a large saucepan, cover with cold water, bring to a boil, and then simmer for 25 minutes per pound. Allow to cool in the water unless serving hot.
For baking, we recommend simmering for 20 minutes per pound, then roast for further 20-25 minutes (Gas Mark 5 / 190°C / 375°F) or until the fat is browned and any glaze is glossy. The ham is ready when it reaches an internal temperature of 70ºC.
How do I reheat my ham?
Place in a roasting tray with a little liquid (stock, cider, wine, or water), cover tightly with foil, and bake at 160ºC / 320ºF. A whole ham typically takes two hours to heat through.
Orders
Is there a minimum order?
There is no minimum order value, though larger orders help us offset packaging and delivery costs. Orders over £40 qualify for free mainland UK delivery. Please note that Christmas orders are excluded from this offer
Can I add to my order after it's been placed?
Yes, you can add to your order up until it has been dispatched. However, due to the busy festive period, no changes or additions can be made after 1st December.
Can I change my delivery address or date?
Non-perishable orders can be cancelled or amended up to 72 hours before delivery. Orders placed during November and December are final once confirmed.
Can I cancel my order?
Yes, cancellations are possible up until 1st December. After this date, we’re unable to accept cancellations due to the busy festive period.
How long will it take to receive a refund?
Refunds are processed promptly once approved, but the time it takes to appear in your account may vary depending on your bank-usually 5–10 working days.
Can I get a replacement or refund for faulty or damaged products?
If there any issues with your order such as damaged or missing items, please contact our Customer Service team right away. They’ll be happy to arrange a replacement or refund as quickly as possible.
Why can’t I select the exact delivery day I want?
Depending on the products in your order, some delivery dates may be restricted due to product availability.
Why is my invoice different from what I paid?
Please note that our invoices show the full pricing and do not include any discounts you may have received. This does not mean you were charged extra- it’s normal for the invoice total to differ from your payment.
If I gift someone a hamper or any product, will they receive the invoice inside?
No, they will not receive the invoice. Once an order is marked as a gift, no pricing or invoice information is included in the package.
Security
Is your site secure?
Yes. Our website is protected by GlobalSign Secure SSL technology. This ensures all sensitive information is encrypted during transmission. We do not store or see any payment data- it is handled securely by your bank or payment provider.
Delivery
How do I track my delivery?
Once your parcel has been dispatched, you’ll receive an email from either DPD or APC with a tracking link so you can follow your order’s progress.
Do you deliver orders yourself?
No, we work with APC and DPD to deliver all orders. They are trusted courier services known for reliable and timely deliveries.
Payment
Which payment methods do you accept?
We accept credit/debit cards, PayPal, Amazon Pay, Google Pay, and Apple Pay online. Phone orders also accept American Express (excluding Diners Club).
How can I redeem promotional codes?
Enter promotional codes at checkout. Some exclusions may apply (e.g. gift vouchers or other offers).
When is payment taken?
Payment is taken at the time the order is placed via our secure gateway.
Gift Vouchers
How do I purchase them?
Available in £25, £50, and £100 denominations via our website or by phone.
How do I redeem them?
Gift vouchers can be redeemed online or over the phone.
How do I check the balance?
You can check your remaining balance at any time by entering your voucher code at the checkout. The system will automatically display how much credit is left on your voucher before you complete your purchase. If you need further help, our Customer Service team will be happy to assist.
Is there an expiry date?
Gift cards expire 12 months after purchase.
What if my gift card is lost, stolen or damaged?
Please treat your DukesHill gift card like cash, as we’re unable to replace lost, stolen, or damaged cards. If you experience an issue with a damaged card, please contact our Customer Service team who will do their best to help.
Christmas
When will my Christmas turkey arrive?
Please note: The last order date for Christmas turkeys and geese is 20th December. All turkeys will be delivered fresh from the farm on 22nd December, regardless of when the order is placed or whether other items are ordered at the same time. They may arrive separately from the rest of your order.
Where are the Turkeys from?
Our turkeys come from a farm in Kent.
Are the pigs in blankets ready to cook?
No, the pigs in blankets come as a kit with bacon and sausages — they are not pre-wrapped, so you’ll need to assemble them before cooking.
Recycling
How can I recycle the packaging materials and ice packs that come with my order?
Cardboard boxes – flatten and place in your household recycling bin.
Paper insulation – this can also be recycled with your paper and cardboard.
Plastic film or pouches – check your local supermarket’s soft-plastic recycling collection point.
Ice packs – once defrosted, you can either:
- Reuse them at home (they’re handy for picnics, cool bags, or first aid), or
- Empty the non-toxic contents into your sink and recycle the outer plastic where soft plastics are accepted.
For full details on recycling and our environmental efforts, please visit our Social Responsibility – DukesHill page.