Contact IberGour
Most Frequently Asked Questions
I’m thinking about placing an order
- How long will it take to arrive?
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Fast shipping services (delivery on 1 or 2 working days) are available for most destinations. Choose a country for full information on shipping options, shipping speeds & rates:
- How much will the shipping cost?
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Choose a country for full information on shipping options, shipping speeds & rates:
- Where do you ship?
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IberGour ships hind leg and shoulder hams to the following countries (choose a country for full information on shipping options, shipping speeds & rates):
We ship to the Balearic Islands, Corsica, Sicily and Sardinia. We do not ship to the Canary Islands, Cyprus, Malta, Gibraltar, Ceuta, Melilla, Azores, Madeira, British Crown Dependencies or the Channel Islands in general.
We do not ship to any other country.
- How are the products packed?
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See the section on “Packaging” on the same page as the product you would like to order.
- How does the delivery work? What happens if I am not at home?
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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
* In certain locations, if you are not at home on the first delivery attempt, the carrier will leave you a note indicating the address and working hours of the nearest post office or parcel shop where you can pick it up.
- What happens if I don’t like a product? Can I return it?
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Our returns guarantee covers all types of problems in most cases.
Write to us at info@ibergour.ie and explain the reason for your complaint. We will take care of the problem as soon as possible.
- Can you gift wrap without price tags?
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All our products can be sent as gifts. Orders shipped as gifts are accompanied by a gift note with the message or dedication you indicate and a packing slip without prices.
More information on how to send a spanish ham as a gift with IberGour.
- Can I have my order arrive on a specific date?
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If you want to place an order but you will not be at home for a few days, we can delay the shipment until whatever date you tell us. Place your order and email us immediately afterward at info@ibergour.ie indicating the date when you will arrive home.
If you want your order to be delivered on a specific date, we can only guarantee it if you choose one of our services with delivery within 1 working day. Please note that the 1-working-day delivery service may be quite expensive for many destinations because it is by air. See our shipping options and check the prices for options indicated as “1 working day”. You can do the following simulation to see if we can make delivery on the date you want:
Place ALL the products you need in your cart.
Start the purchase process, indicating your email address and the actual delivery address.
On the “Shipping” page, look for delivery options that indicate “1 working day”. If the delivery date shown for that option is the same (or before) the date you want, then we can make delivery on the date you want if you choose that option.
IMPORTANT: There may be other delivery options indicating dates prior to the one you want but we can guarantee delivery on the exact date only if you choose an option with delivery within “1 working day”.
If the above is correct, complete the purchase process and send us an email immediately at info@ibergour.ie indicating the desired delivery date.
- What carrier do you use to ship it?
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We choose the carrier depending on the delivery speed of your choice, the parcel's weight and the delivery address. Choose a country to see the carriers we work with for that destination:
- Do you have business rates (restaurants, grocery stores, etc.)?
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Yes. Check out our terms for sales to businesses and you can register as a business customer if you like.
- Can you send me a product catalog?
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We apologize but we do not have a catalog in digital or printed format. Our catalog is only available online on this website. The following sections contain all the products we sell, with stocks available and prices always up to date:
- I can't find a product.
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All the products we sell are posted on this website. You can look for a product in the different sections or use the search engine. If you do not find something, it is because we do not sell it.
- I have a question about a product.
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You will find complete information on the product page (how to store it, how to serve it, ingredients, expiry, etc.).
If you do not find the information you need, send us your question at info@ibergour.ie.
- I need your help on choosing a ham.
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Just as there is no “best wine”, there is no “best ham”. Everyone has their preferences. We recommend the following criteria for guidance:
- This quick guide for choosing a ham.
- Best-selling hams/shoulders in IberGour.
- Hams/shoulders most re-ordered by our customers.
- Customer reviews of different hams (found on the page for each ham).
- This article on the different types of Spanish ham and how they differ from hams of other countries.
- And, obviously, your budget.
If you prefer personal advice, write to us at info@ibergour.ie, indicating the following information:
- Approximate budget.
- Preferred quality/type: Iberian bellota, cebo or serrano.
- For how many people?
- Is it for a specific event or to keep at home to eat little by little?
- Is it for you or is it a gift?
- Flavor preferences (intense vs. mild), curing (tender vs. cured), fat (fatty with marbling or leaner).
- What type of ham are you accustomed to?
- Do you prefer it whole (with bone), boned or sliced?
I have already placed an order
- Has my order been shipped?
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When your order leaves our warehouse we will send you an email with all the information you need to track your package online. If you have not received this message, check your SPAM folder. If it is not there, please check the expected delivery date for your order in the email we sent you when you placed it.
If you think your order should have been sent already and you have not received our email notifying you, write to us at info@ibergour.ie.
- When will I receive it?
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Please check the expected date of delivery for your order in the email we sent when you placed it. If for any reason your order is delayed, we will notify you by email.
If the expected delivery date has passed and you have not received an email from us, please check you spam folder, where you should find our emails explaining what has happened and what to do about it. If you do not find any messages from us, write to us at info@ibergour.ie.
- I have not received a message confirming my order. Do you have a record of my order?
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Check your SPAM folder. If you do not find our message confirming your order, write to us at info@ibergour.ie.
- I have a problem with the carrier.
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If there is a problem with your package delivery it is likely we will have already contacted you by email and are taking care of the matter. If you have not received our message, check your spam folder where you should find our emails explaining what has happened and what to do about it.
Usually the quickest way to solve a delivery problem is for you to call the carrier directly and sort it out with them. You will find all the contact information in the emails we have sent you.
In any event, if you are not satisfied with the assistance from the carrier, please write to us at info@ibergour.ie.
- I want to register a complaint or return a product.
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Our returns guarantee covers all types of problems in most cases.
Write to us at info@ibergour.ie and explain the reason for your complaint. We will take care of the problem as soon as possible.
For any other question...
Please send your meesage to info@ibergour.ie.
Address
C/ Sant Pere d'Abanto, 4
08014 Barcelona
Spain
- Can I visit you in person?
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Unfortunately, no.
We apologize, but only our offices are located at this address. Our warehouse is located in Sant Boi de Llobregat, but it is only designed to work with shipping companies that come to drop off or pick up packages, not to assist individual customers.
Telephone
We do not provide telephone support.
- You really do not have a telephone?
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We have a telephone, and fax also and everything else. But after 8 years of providing telephone support to our customers, though it may seem paradoxical, we have found that the way to provide the best possible service every day to our customers is to communicate with them exclusively by email. [See the long explanation]
If you need to contact us, send us an email at info@ibergour.ie. You will be surprised how quickly we reply. We are an Internet company and we understand that you expect a rapid response with useful information. We will not keep you waiting with urgent matters and we will not reply with automated or canned responses.
During office hours (working days 9:00-14:30h, Central European Time) we will usually reply within 20 minutes. Outside these hours we could not reply by telephone anyway, but with email we will always reply in less than 24 hours (usually much less).
- But I need to contact you urgently!
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IMPORTANT: Today is a holiday in Barcelona. It may take us longer than usual to reply to you. In any case, we will reply to your message within 24 hours.
- My order is late in coming
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If your order has been delayed, it is likely that we will have contacted you already by email and are working on a solution (otherwise, please check the expected delivery date in the email we sent you when you placed your order). We check the status of all our shipments at least twice a day to detect any delays as quickly as possible and work with the carrier to resolve the issue. We will keep you informed of the latest developments.
In any event, if the problem is with the carrier’s local branch that is responsible for your delivery, the quickest way to resolve the issue is to call them directly. You have all the contact information in the email we sent when the order left our warehouse. If you cannot find this email, please look in your SPAM folder.
We know how frustrating it can sometimes be to communicate with the carrier (long waits for them to answer, automated voice messages, uncooperative service personnel, etc.). If you are not able to get satisfactory help, please write to us at info@ibergour.ie.
If we need to contact you by phone, we already have your number and will call you.
- Other queries about placed orders
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Send us an email at info@ibergour.ie. During office hours (working days 9:00-14:30h, Central European Time) we will usually reply within 20 minutes. Outside these hours we will reply within 24 hours (usually much quicker).
If we need to contact you by telephone, we already have your number and will call you.
- My query is about placing an order
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All the information on our website (prices, items in stock, delivery times, expiry dates, returns guarantee, payment methods, etc.) is REAL. If a product is shown on the website as available for purchase, we have it in stock and can ship it in the time indicated. If you do not find a product, it is because we do not sell it. If you were to call us by phone, we would give you exactly the same information you can find on the website.
If you are not sure whether you will know how to place an order, try it and you will see that the process is clearly guided and you will be asked for all the information step by step. At the end, you can check everything to be sure of what you are purchasing, what you are paying and when it will arrive. If you see that everything is correct, then you can confirm your order.
If you prefer, you can also place your order by email. Write to us at info@ibergour.ie with the following information. We will reply indicating the total price of your order, the delivery date and how to make payment.
- What products you want (if applicable, indicate the weight you want and the gift you choose)
- Complete shipping address (indicating a telephone number to contact the recipient)
- How you want to pay (credit card, bank transfer, Paypal)
CAUTION: Do not give us your credit card information by email; it is not secure. Just tell us which payment method you choose. - If you need an invoice, give us your company’s VAT number and the billing address.
If you need any information you do not find or are confused about something, write to us at info@ibergour.ie. During office hours (working days 9:00-14:30h, Central European Time) we will usually reply within 20 minutes. Outside these hours we will reply within 24 hours (usually much quicker).
- But you do not reply to my emails!
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IMPORTANT: Today is a holiday in Barcelona. It may take us longer than usual to reply to you. In any case, we will reply to your message within 24 hours.
During office hours (working days 9:00-14:30h, Central European Time) we will usually reply within 20 minutes. Outside these hours we could not assist you by telephone anyway, but by email we will always reply within 24 hours (usually much quicker).
If you have not received a reply within the time indicated, either your messages are not reaching us or our replies are not reaching you. Please check the following:
- Make sure you have actually sent the message (it could have been left in your email program’s outbox) and that you have sent it to the correct address: info@ibergour.ie .
- Check your SPAM folder. You will probably find our replies there.
If in spite of all this you still are not getting a reply, it may be due to some technical problem. In this case, try this alternative email address: ibergour@gmail.com.
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