Follow the steps below to request a product return.
You may return a product within 15 days after the day of receipt in the following cases:
Whole hams and shoulders must be returned with the original seal around the shank:
To determine whether your piece is faulty, read Step 2 below.
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:
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.
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.
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.
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.
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.
Fill out the return form now.