FAQs

Coronavirus - Customer ordering Information

Do you have stock?

Yes, with our local supply chains and strong supplier links, we have ample stock of Scotch Beef, Lamb, Pork and Chicken available to our customers.

We have been expanding our online range to increase customer choice in line with our tasty in-store range including Ready Meals.

How quickly can you deliver?

For all online orders including Click & Collect, place your order before 11 am two days before your chosen delivery date (for example for Wednesday delivery order before 11 am on Monday).  Please note, during these busy times, our delivery slots may be taken early, so our advice is to book ahead.

How can I get a Scott Brothers order as a local customer?

Come to our shops – Please ensure you keep the necessary distance from other customers and staff when visiting our stores.

Use Click and Collect – Shop online or phone in your order on 01382 819417 and collect it from the dedicated, queue-managed Click & Collect point at your chosen Scott Brothers shop. This is separate from the main shop area and clearly signposted. There is no charge for the service and no minimum order.

Are all of your shops open?

Yes, all of our stores are open. You can find full contact information for our Strathmartine Road, Nethergate & Brook Street stores here.

How can I get a Scott Brothers order as a national customer?

If you live outside of the DD1 to DD5 and DD& postcodes, simply place your order with us online and choose a delivery option. If your order is under £50 there is a £4.95 delivery charge. If your order is £50 or over, delivery is free. See our Delivery page for details.

Can I order over the phone?

Yes.  Ordering online is preferred.  However, we appreciate that may not suit everyone, or you may want an item not available online.  If you do phone, please be patient as our staff are extremely busy.

Is it possible to place an order for an elderly relative or vulnerable person?

Yes. After entering your billing details at the Checkout, select Deliver to a Different Address.

Will deliveries comply with social distancing?

Whether your delivery is made by one of our delivery team or our national courier DPD neither requires a signature. When you place your order, you can enter instructions for the delivery driver about a safe place they can leave your parcel.

Will you still deliver if I am in isolation?

Yes. When you place your order, please enter instructions for the delivery driver about a safe place they can leave your parcel to avoid contact.

How are you ensuring the safety of your food handling?

We already have very rigorous hygiene processes and have implemented further infection control procedures within our stores and kitchens.

Ordering

Is there a minimum or maximum order?

No. Buy one chop or a whole cow from us, whatever you want. Orders of £50 and over qualify for free delivery. Orders under £50 have a UK Standard Delivery charge of £4.95 or £2.95 for Local Delivery service.

How do I order online?

Once you’re on the page for the product you want, just click on the ‘Add to Basket’ button to add it to your order. Once you’ve loaded up your basket with everything you want, click on the ‘Proceed to Checkout’ button at the top of your screen to check out. You’ll be able to review and change your order before paying and enter any promotional code you may have.

Can I cancel or change my order?

If you let us know prior to 11am on the day before the delivery, we can amend or cancel your order. So if you want to change anything, give us a call immediately on 01382 819417 and we’ll see what we can do.

I didn’t get what I ordered. What do I do?

Tell us as soon as you can by phoning on 01382 819417 or by emailing us at online@scottbrothersbutchers.co.uk and we’ll sort it out – and say sorry.

Can I order online and collect in-store?

Yes. At the online checkout, select Click and Collect. Then choose the Scott Brothers shop you want to collect your order at and when you want to collect it, and complete payment. There is no charge for our Click and Collect service and no minimum order.

For next day collection place your order placed before midday the day before or specify another date (Monday to Saturday when stores are open).

Please pick your order up from the store’s dedicated, queue-managed Click & Collect point, which is separate from the main shop area and clearly signposted.

Do Click & Collect orders count toward my store loyalty points?

Your Click & Collect orders do not count toward Store Loyalty scheme.

Delivery

Where do you deliver to?

We deliver to most addresses in the UK. Please check availability at the checkout. And we can deliver your order to you – your home, workplace, or to a friend’s or friendly neighbours – and we’ll get it to you. If you’re going to be out when the order comes, just let us know a safe, cool place we can leave it for you.

To qualify for our Local Delivery service, the delivery address must be in postcodes DD1–DD5 or DD7.

How much do you charge for delivery?

Our UK Standard Delivery service is free on orders of £50 and over. There is a delivery charge of £9.95 on orders under £30, and £5.95 on orders £30 to £50. Saturday delivery is £9.95.

Our Local Delivery service (to addresses in postcodes DD1–DD5 and DD7) is free on orders over £50. For orders below £50 the charge is £2.95.

How long will it take for my order to be delivered?

With our UK Standard Delivery service orders are sent out by courier Tuesday to Friday or you can choose a delivery day in advance. Order before 11 am two days before your chosen delivery date (for example for Wednesday delivery order before 11 am on Monday). We also offer Saturday Delivery. You can also track your order, so you’ll be kept updated as to where it is.

We endeavour to deliver your order within 24 hours of dispatch from Scott Brothers Butchers. We rely on a third-party courier and occasionally they may encounter delays; however, please remember that our packaging will keep your order properly chilled for up to 72 hours in the winter and 48 hours in the summer from dispatch, so a delay within these timeframes will not affect your order quality.

With our Local Delivery service orders go out on a Next Day Delivery basis Monday to Saturday or you can choose a delivery day in advance. Deliveries are made by our team in a Scott Brothers van.

My delivery hasn’t arrived. What do I do?

We aim to deliver your order to you within 24 hours of dispatch from our stores. However, we use a third-party courier for our national deliveries and occasionally they may be delayed. As our insulated packaging will keep your order properly chilled for up to 72 hours in the winter and 48 hours in the summer from dispatch, a delay within these timeframes will not affect your order quality.

With our UK Standard Delivery and UK Saturday Delivery services you can track where your order is. Delivery notifications via SMS and email are provided by our third-party carrier DPD. We’ll email you a link to your tracking information once your parcel has been shipped from our shop. You can also download DPD’s app for free from Google Play or Apple Store. With the app or from the link you can track your delivery and you can even change delivery details as needed. While our packaging keeps orders properly chilled for up to 72 hours in the winter and 48 hours in the summer from dispatch, we cannot be held liable for any arrangements you make outwith these timeframes. If your order fails to arrive and it cannot be tracked please contact us on 01382 819417 or email us online@scottbrothersbutchers.co.uk

For Local Scott Brothers Next Day Delivery call us on 01382 819417 or email us online@scottbrothersbutchers.co.uk if your order does not arrive on time or you want to change delivery details.

Our UK Standard Delivery and UK Saturday Delivery are fully tracked, and delivery notifications via SMS and email are provided by our carrier DPD. We’ll email you a link to your tracking information once your parcel has been shipped from our shop. You can also download DPD’s app for free from Google Play or Apple Store. With the app or from the link you can track your delivery and you can even change delivery details as needed. So, no worries about missing your delivery or changing arrangements. Just remember, our packaging keeps your order properly chilled for up to 72 hours in the winter and 48 hours in the summer from dispatch. We cannot be held liable for any arrangements you make outwith these timeframes.

For Local Scott Brothers Next Day Delivery call us on 01382 819417 or email us online@scottbrothersbutchers.co.uk if you want to change delivery details.

Do you have a Click and Collect service?

Yes. You can shop and pay online and then collect your order from your local Scott Brothers shop. There is no charge for the service and no minimum order.

At online checkout, select Click and Collect, the store you want to collect your order from and when you want to collect it: next day or specify another date.  PLEASE NOTE: Our stores are open. Please ensure you keep the necessary distance from other customers and staff when visiting our stores

Show your email receipt to a member of our staff at the shop counter in your chosen store – we don’t have separate click and collect counters – to collect your order.

Payments, promos & gift vouchers

Do you take orders over the phone as well as online?

We certainly do. Give our team a call on 01382 819417 and they’ll be happy to take your order over the phone. Our lines are open Monday to Saturday, 8am to 5.30pm.

How do I find out about your promotions?

We highlight many of our promotions here on our website, so check back regularly with us. Or sign up for our regular email updates and we’ll keep you informed of our regular promotions – and our email exclusive promotions too.

How do you use my promotional code for my order?

Enter the full promotional code when prompted during the checkout process. Your order total will then automatically be adjusted to reflect your saving. If you have any problems with using your promotional code, call us on 01382 819417 or email us at online@scottbrothersbutchers.co.uk

Do you do gift vouchers?

Absolutely. We offer both Online Vouchers and In-Store Vouchers. Online Vouchers can only be redeemed against an online order with us, whereas In-Store Vouchers can only be used in our shops, which are in Dundee and Broughty Ferry. Just select and buy the vouchers you want here on the website and we’ll either email them to you to give to whoever you want or, if you prefer, we can email them direct to your chosen person. With an Online Voucher, the lucky recipient can then redeem the voucher against an online order with us using the gift code included. With an In-Store Voucher, they should print it off and bring it into their chosen Scott Brothers Butchers shop to redeem against their shop purchases.

What is 3DSecure?

3D Secure is an extra layer of security. It requires customers to enter an additional password when they make an online purchase. It applies to Visa and MasterCard only. It is designed to ensure that the person placing an order online is the legitimate card holder rather than someone who may have stolen or cloned the card. For customers, after 3 failed authentication attempts, transaction will be cancelled and a hold will be placed on their card. In this case, customer will have to contact their bank. It protects Scott Brothers from fraud-related chargebacks (when a cardholder denies they made the purchase).

Packaging and Food Handling

Do you ship fresh or frozen?

We send you our meat fresh rather than frozen as we believe this maintains the best taste of the product. Our meat is cut to order, vacuum packed and dispatched in double-insulated, temperature-controlled packaging so it reaches you in perfect condition, ready for you to cook it or freeze it yourself from fresh. We believe this delivery method gives you a better taste experience.

Our frozen ready meals, however, are shipped to you frozen to ensure the best just-cooked flavour. Our packaging keeps your frozen order properly chilled for up to 48 hours on its way to you. Pop them into your freezer on receipt to store, or defrost thoroughly before reheating. If defrosted, store in the fridge and eat within one day. 

How do I know how long to keep my order in the fridge or freezer?

We include storage instructions on every item we send, setting out how long it can be stored in the fridge or freezer and enjoyed at its best. For more on freezing times and defrosting see our Freezing guidelines.

What packaging will my order come in?

We first vacuum-pack and double-seal the fresh meat to keep the air out and the meat as fresh as when it was cut. We then pack your order carefully in a special insulating liner with food-safe gel coolants to keep everything nicely cold and put it in one of our strong corrugated boxes. This tried-and-tested packaging keeps your order properly chilled for up to 72 hours in the winter and 48 hours in the summer, making sure your order reaches you safely. Everything is kept good and cold throughout the journey, ready for you to unpack and store in the freezer or fridge or cook straightaway. Take a look at our packaging page for more details.

Will it keep my order cold?

Yes. The packaging we use is designed to keep the products properly chilled at under 5⁰ C for at least 72 hours in the winter and 48 hours in the summer – plenty of time for it to get to you. We just ask that if it’s being left in a safe place for you, please select somewhere in the shade.

Can I reuse or recycle the packaging?

Our packaging can be almost completely recycled. The cardboard box, unlike more traditional polystyrene packaging commonly used for perishable goods, can easily be recycled in your household paper and cardboard recycling. You have to put the silver hygienic liner in general waste. The gel coolants can be reused or recycled. To recycle them, simply snip the corner of the gel coolant and pour the benign liquid down the sink then recycle the plastic along with the protective food bags, checking with your local council as plastic recycling varies in each location. Bag recycling facilities are also available in some supermarkets.

Maturation

What is maturing meat and why do it?

Maturing meat, also known as hanging or ageing meat, is a way of making it more tender and more flavoursome. While a piece of very fresh beef would feel soft it would actually be much tougher to chew than a matured piece. 

During the maturation process, enzymes get busy breaking down the muscle tissue in the meat, which makes it much more tender. At the same time, water from the meat is evaporating off, intensifying the flavour. After a long ageing process, the meat will have shrunk and the edges will have darkened, so longer dry-aged cuts will look different to those matured for a shorter amount of time.

What is dry-aged beef?

Dry-ageing is a way of maturing meat. At Scott Brothers Butchers, we carefully dry age our beef in house for maturation. In a dedicated environment, the meat is kept at a constant controlled low temperature with air circulating round it for several weeks, depending on the level of tenderisation wanted. We reckon the taste results are certainly worth the wait. 

How long does Scott Brothers mature its beef for?

At Scott Brothers Butchers, all our beef is matured for at least 21 days and all our steaks are matured for a tasty minimum of 28 days, giving customers meat that delivers on in-depth flavour and beautiful tenderness when cooked.

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