Return procedure

Follow the steps below to request a product return.

Step 1: Can I return my products?

You may return a product within 15 days after the day of receipt in the following cases:

• You may return items and we will refund your payment if they are intact and in their original packaging. Continue on to Step 3 below.
• You may return non-food items if they are faulty and we will exchange them. You must return them in their original packaging and include all the original parts and documentation. Continue on to Step 3 below.
• You may return hams, shoulders and charcuterie if they are faulty. We ask only that the main piece be at least 75% of the original weight (not counting pieces you may have cut off).

  Whole hams and shoulders must be returned with the original seal around the shank:

  

  Ham seal

  To determine whether your piece is faulty, read Step 2 below.

Step 2. How can I tell if my ham, shoulder or charcuterie is faulty?

The manufacturer/distributor must accept the return of a ham, shoulder or charcuterie in order to compensate you. That is, the manufacturer/distributor must acknowledge that it is faulty.

We cannot ensure that returns will always be accepted. The more obvious it is that a piece is faulty, the more likely it is that the manufacturer/distributor will accept a return. In any event, IberGour will mediate for you with the manufacturer/distributor to try to get them to accept it.

Below is a list of potential reasons for returning a product to help you determine whether your ham, shoulder or charcuterie is faulty:

2.1 Odour or taste

If the piece smells all right but tastes bad, make sure you have followed the slicing instructions we include with each piece. It is important to remove the rind and the yellowish outer fat; otherwise the slices will have a bitter, rancid, unpleasant taste.

If you have followed the instructions and the piece clearly smells or tastes bad or is too salty, it will not be a problem for the manufacturer/distributor to acknowledge it as faulty.

2.2 Amount of fat

Iberian hams and shoulders tend to be very fatty, much more than other Spanish hams and much more than most hams produced outside of Spain.

The average yield for an Iberian shoulder is 40% of the original weight and 50% for a ham. That is, 60% of the weight of a shoulder (50% of a ham) is bone, hoof, outer rind and excess fat (fat that is not consumed).

If you are not experienced at slicing an Iberian ham and have started cutting precisely in the fattiest area, you may be surprised to find so much fat. We advise you to look at our Iberian ham slicing guide to see if this is the case.

The fattiest part of hams and shoulders is the maza (see images), which is also the part where the juiciest slices come from. It is important for the slices to have some fat (1 cm approximately) because this gives them part of their flavour.

(1) Cushion (maza) of a ham, ready for slicing

(2) Butt end (hip) of a ham, showing the normal fat proportion

(3) Excess fat that has been removed (from 1 to 1.5 kg on hams and from 1 to 1.2 kg on shoulders)

Manufacturers/distributors rarely accept returns for excess fat. In any event, if you think your piece really has much more fat than normal, we will try to get the manufacturer/distributor to accept it as faulty. Before you decide to go ahead with the return, we will suggest you send photos of the piece so we can discuss it with the supplier and save you the cost of returning a piece that may not be acknowledged as faulty by the manufacturer/distributor.

2.3 Others

If you think your ham, shoulder or charcuterie is faulty for another reason, tell us about it and we will try to get the manufacturer/distributor to accept the return.

Step 3. Who pays the shipping cost of returns?

If you return a faulty product we will pay the shipping expenses for the return of the original product and delivery of a new item. If you are returning hams, shoulders or charcuterie that have already been started, it is important to be sure that the returned piece is really faulty (see Step 2 above). If the manufacturer/distributor does not accept the return you will be liable for payment of the return shipping cost and the cost of sending the product back to you if you want to recover it.

In other cases, you will be liable for the cost of returning the product, which will be deducted from the refund.

To determine the cost of returning an item, refer to our shipping rates.

Step 4. OK, I want to return the product. What do I have to do?

1. Fill out the return form, indicating the product you want to return.
2. Our customer service department will review your return request and, if necessary, may ask you for additional information by email.
3. We will ask our carrier to pick up the items you wish to return.
4. When we have received the returned item:
   • If it is intact and in its original packaging, we will refund the price of the product, less the shipping cost of the return. For partial returns (if you return only some of the items in your order but not all), we will deduct the proportional amount of any discount you may have received on the shipping cost when you made the purchase including the items returned. For example, if you purchased two shoulders that, taken together, entitled you to free delivery and you only return one, we will refund the price of the returned item less the part corresponding to the delivery expenses for the shoulder you keep, as if you had purchased only one.
   • If it is an item you consider faulty, we will attempt to get the manufacturer/distributor to accept the return.
   • If the manufacturer/distributor accepts the return, we will send you a new item and will pay the full shipping cost (for both the return and the new item). If you prefer, we will refund your money.
   • If the manufacturer/distributor rejects the return, you can recover the product but you will be liable for the shipping expenses, including those for the return.

Fill out the return form now.