Help - FAQs

• To which countries does IberGour deliver?
• Are there health-related border controls or special taxes?
• How can I pay with my credit card?
• How can I pay by wire transfer?
• How can I pay with my PayPal account?
• How will my order be shipped?
• Can I send my order as a gift?
• What if I am not at home when the carrier brings my parcel?
• Do I have to pay the driver?
• Can I change or cancel my order?
• How long will my order take to arrive?
• May I return my order?
• What will be done with my personal data?
• Why am I not receiving an email with the data for the wire transfer?
• FAQs about Iberico ham
• How to buy high quality spanish ham on the Internet

If you don't find an answer to your problem here, please contact us.

To which countries does IberGour deliver?

IberGour ships hind leg and shoulder hams to the following countries:

Austria Belgium Bolgaria Cyprus Czech Republic Denmark England Estonia Finland France Germany

Greece Holland Hungary Ireland Italy Letonia Lithuania Luxembourg Malta Monaco Northern Ireland

Poland Portugal Romania Scotland Slovaquia Slovenia Spain Sweden Switzerland Wales

We are sorry to say that, due to U.S. customs regulation on spanish top-quality ham, we can't currently ship to the United States.

For other countries please contact us.

Are there health-related border controls or special taxes?

All IberGour products can be shipped legally to all the countries we serve. For certain countries IberGour includes the documentation required by the appropriate authorities in the package so that there will be no customs problems.

There are no additional taxes to be paid. If we are unable to get your order to you for any reason, we will return the full amount of your purchase immediately.

Note: For the Canary Islands, Ceuta and Melilla, the recipient must pay the cost of customs clearance, which is not included in the price of the order.

How can I pay with my credit card?

If you choose to pay with your credit card (Visa, MasterCard or American Express accepted), we will ask you for the following data:

• Card's number
• Cardholder's name
• Expiration date
• CSC (Card Security Code, on the back of your card)
• Card's billing address

After you place your order, we will proceed to complete the payment using the data you provided.

How can I pay by wire transfer?

Once you have confirmed your order we will send you an e-mail with all the instructions you need to make the transfer:

• Exact amount to be wired
• Complete number of the bank account where the transfer should be sent
• An order number to include with your transfer

Your order will be processed as soon as your transfer is received.

All orders come with a purchase slip, on which VAT is listed separately. If you prefer, you can request a complete invoice when you place your order.

What to do if you don't receive the e-mail with the instructions to make the transfer.

How can I pay with my PayPal account?

If you have a PayPal account, you may use it to pay for your orders at IberGour.

Once you place your order, we will redirect you to paypal.com, where you will just have to log-in to your account and accept the payment.

Note: If you don't have a PayPal account, or you are not sure what a PayPal account is, please choose another payment method.

How will my order be shipped?

All orders are hand delivered to the address that you specify when you place your order. For this reason box office addresses are not allowed.

Deliveries are made in the following manner:

• The trucking company will deliver the package, customarily during office hours, to the destination address. If there is a problem in finding the address they will phone the telephone number you specified when placing your order.
• If there is someone to take the order, that person will be given the package and must sign a delivery note.
• If there is no one at the destination address a notice will be left, with a customer service phone number.
• You can then call this phone number to agree on a day and time for the parcel to be delivered.
• If on the second delivery attempt by the carrier no one is at the destination address, you must go to the nearest customer service office of that carrier to pick it up.

More information on shipping (rates, destinations, etc) »

Can I send my order as a gift?

Of course! Just follow these steps during checkout:

1. At the Shipping Address page, write the name and address of the person that will receive your gift.
2. In the e-mail field, though, write down your own e-mail address (this is where we will send information concerning the progress of your order, as well as payment data, invoices or purchase tickets)
3. Further on, you will be asked if you want to see gift options. Make sure you check that.
4. Next, you will be able to write a gift note that will be packed together with your order.
5. Finally, you will have to confirm your order and pay for it, just like a regular order.

Together with your products and gift note, we will send a packing list of the products enclosed without price information, so that the recipient will know exactly what products he/she has received.

What if I am not at home when the carrier brings my parcel?

In this case the driver will leave a notice with a telephone number for you to call, to agree on a new delivery day and time.

If on the second delivery attempt by the carrier no one is at the destination address, you must go to the nearest customer service office of that carrier to pick it up.

Do I have to pay the driver?

Shipping costs are included in the total cost of your order: you do not have to pay the driver anything.

Can I change or cancel my order?

As soon as you place your order we begin preparing it. When it leaves our warehouse we send you an e-mail notifying you of shipment, and from this moment on the order can no longer be changed or cancelled.

If your order has not yet left our warehouse, contact us indicating your order number and the changes you wish to make.

How long will my order take to arrive?

Most orders arrive within 3 to 4 working days.

If you pay by credit card, delivery operations begin when you confirm your order. If you pay by wire transfer, delivery operations begin when the transfer reaches our account.

May I return my order?

Products ordered may be returned in the following cases:

• If the packaging is damaged. In this case, refuse to accept it when it is delivered.
• If the ham is not in good condition, or in any way fails to meet your expectations.

In either of these cases contact us indicating:

• Your order number
• Which product(s) you wish to return, and the reason
• What you would like us to do: exchange the product for another, or credit you for the amount of your purchase.

Once we have received your message we will give you instructions on how to return the product. IberGour will pay for shipping costs in the case of returns.

The product must be returned in its original packaging no more than 14 days after the delivery date.

What will be done with my personal data?

Your data will not be used or transferred to other parties without your express consent.

Why am I not receiving an email with the data for the wire transfer?

Quite likely, your email manager is wrongly classifying our emails as SPAM (unsolicited mail). Please check your SPAM (Junk) folder, because you will probably find our emails there.

If still you can't find them, please call us at 0808 234 2487.

If you have not found an answer to your problem here, please
contact us

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