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Frequently Asked Questions

Shipping & Packaging Information

Returns & Guarantees

General Consumer Safety Policy

I placed the order but did not receive order confirmation?

As long as the correct email is provided, order confirmation and subsequent despatch information will be sent to your email address. Please check your SPAM or JUNK mail folders for our correspondence and add our email address [email protected] to safe list.

What caviar should I order?

We cater for all likes and tastes, however the choice is very much individual. We recommend ordering smaller quantities first, which will help make an informed choice in the future.

Generally speaking, just one tablespoon of caviar is packed with an array of nutrients including protein, B vitamins, iron and magnesium. This makes it essential for building blood and repairing tissue, and for supporting energy production and a restful sleep. Caviar is also a great source of essential fatty acids, including omega-3s, which are critical for lowering inflammation and encouraging a healthy cardiovascular and nervous system. Essential fatty acids are also known to be an effective treatment for depression, memory loss and reducing cholesterol levels. Caviar is a significant source of vitamins A and D. Vitamin A is the foundation for good vision, a healthy immune system and cell growth, while vitamin D helps prevent cold, flu, osteoporosis and cancer.

Where does caviar come from?

Lemberg Trademark Red Caviar products are extracted from various Northwest Pacific Ocean wild salmon species. Harvested raw caviar is directly delivered to the Lemberg factory processing facilities from the pristine, environmentally untainted fishing regions of the United States of America (Alaska) and Canada.

Sturgeon Caviar - subject to the prohibition of sturgeon species fishing in their natural habitats, Lemberg sturgeon caviar is primarily supplied by the European sturgeon farm-breeding facilities. Sturgeon caviar harvested in the modern aquaculture breeding facilities does not differ in its quality and/or taste from that extracted from the freshwater sturgeon. Siberian (Acipenser Baerii) and Russian (Acipenser gueldenstaedtii) sturgeon species are those bred by the aquaculture facilities. American sturgeon specimen is the single sturgeon specimen permitted for fishing in its natural habitat. American sturgeon caviar is provided to Lemberg Caviar House from the region of the Mississippi River, USA.

How is my order delivered?

Our products are guaranteed to be fresh. They are stored and processed under strict health and food safety requirements. Each order is packed inside a cold room using polystyrene/thermo packaging and ice gel packs to provide adequate transportation environment for up to 5 days (subject to outside temperature, weather etc). If in doubt – do not hesitate to contact us.

When can I expect my order to arrive?

Providing the order is placed Monday to Thursday before 14.00, you can expect your order to be processed on the day and delivered within 1-2 working days.

NOTE: we may despatch orders on Fridays during festive busy seasons (Christmas, New Year, Easter etc), subject to our courier’s capabilities at the time.

Most orders are sent via Royal Mail Tracked service and tracking number will be provided via email once your order is despatched from our warehouse. It is customers’ responsibility to track the order and report any delays to the courier or our Customer Services on 0208 945 7577 or email [email protected].

Our courier, Royal Mail, has planned several national strikes over the next two months. This may affect processing and delivery times of your orders. Appreciate your patience and, kindly, monitor tracking information of your order before contacting us. For more information on delivery terms and conditions, please see our FAQs.

Can I have my order delivered on a particular day?

We cannot guarantee delivery on a particular day, but will consider using Royal Mail Special Delivery service, which guarantees next working day delivery before 1pm. There is an additional charge of £15.00 per order for deliveries Monday to Friday and £20.00 for Guaranteed Saturday delivery. Special Delivery and additional charges must be agreed and paid for via our Customer Services line on 0208 945 7577 or by writing to [email protected] prior to placing an order.

What do you charge for delivery?

Our standard delivery charge is only £5.00 for orders with value up £150.00. Order with values over £150.00 will bear no shipping charge.

For special deliveries on designated day or Saturday deliveries additional cost will still apply as follows: £15.00 per order for deliveries Monday to Friday and £20.00 for Guaranteed Saturday delivery. Special Delivery and additional charges must be agreed and paid for via our Customer Services line on 0208 945 7577 or by writing to [email protected] prior to placing an order.

Can I return my order?

We cannot accept returns of our products due to health and safety measures. We may accept a particular return of unused and unopened products, as long as you return the items in its original packaging (thermo boxes and ice packs) or similar adequate packaging.

IMPORTANT: any returns must be reported and agreed with our Customer Services prior sending items back. We will always listen and decide on case by case basis.

My order has arrived damaged… What should I do?

In the unlikely event that your order arrives damaged, please take photos of damaged packaging and products and send it to our Customer Services email [email protected]. We will evaluate the damage and contact you with resolution. Photo evidence is very important to us and will ensure that prompt and appropriate action is taken to resolve the matter to your satisfaction.

The gel packs have melted inside the package and I am worried whether it is safe to eat my caviar?

Considering that our caviar is vacuum packed, under strict food safety environment and naturally preserved in most cases AND was delivered within 5 days of the despatch, the worst thing that might happen – expiry date may be reduced by couple of weeks.

Can I pay in cash on delivery?

No. Payments must be submitted via our website at the time of placing an order. We accept Maestro, MasterCard, Visa and PayPal as forms of payment. If you have any trouble making payment directly on our site, please contact your card issuing bank to discuss any security matters imposed by the bank. If problem persists - do not hesitate to contact our Customer Services line on 0208 945 7577 or by writing to [email protected]

Do you deliver worldwide?

Yes. Our primary courier, Royal Mail, delivers to remote areas (e.g. Highlands) and Isles (e.g. Jersey, Guernsey, Isle of Man etc), however deliveries may take longer due to distance and/or customs procedures imposed (British Isles only) since Brexit.
NOTE: we will not take responsibility for items delayed by British Customs.

Do you deliver to British Isles (Guernsey, Jersey etc)?

We only delivery within United Kingdom of Great Britain and Northern Ireland. For orders outside the UK, please check these available distributors here: https://www.lemberg-kaviar.de/distributoren.

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