Frequently Asked Questions
Can you deliver?
Yes, we deliver nationwide using our nominated couriers.
What is the current delivery lead-time?
Our standard is 7 days to allow for items that may be made to order. If all items are in stock then you will receive your order in 3 days.
Are the meals vegetarian?
Some meals are vegetarian and are being revised and the range extended regularly.
Are the meals Vegan?
Not at the moment but we are developing a range of Vegan meals coming soon. Our plain chocolate is suitable for Vegans and Vegetarians.
Can you make products in addition to the current range?
Yes, we are always glad to discuss different requirements and add them to the range.
What accreditation or approval do you have?
Our premises and processes are approved by the Local Licencing authority and follow strict hygiene and HACCP principles.
How do I order online?
Simply visit the web site and add the required items to your basket then follow the payment and delivery instructions.
Can I order using another method?
We are happy to accept telephone or email orders with payment transfer organised by PayPal prior to dispatch.
I have a promotional code - how do I use it?
Codes can be entered before making payment when you reach the online shopping cart.
How to leave delivery instructions and what if I need to change them?
We will need 48hrs notice for any alterations, please email or call us for this.
How do I know your site is secure?
The site is protected by Norton Verisign, meaning we comply with the identity authentication standard available today.
Q. I’m not always in on your regular delivery day - can you deliver on other days?
We will need 48hrs notice for any special delivery requirements, please email or call us for this.
Q. What is the latest time in the day that I can place my order?
Orders are required before 12.00 pm
Q. How do I pay?
Payment choices are selectable at the shopping cart/checkout and include Paypal and all major credit cards, if you need to arrange another method of pre-payment, please contact us.
Can I pay by cash or cheque on delivery or by debit or credit card when you order over the phone?
Sorry, this option is not available at the moment.
Q. Are your meals on wheels?
No, but we are an ideal delivery service to subsidise this essential service for those that need quality and varied delivered food.
Is there a minimum value for online orders?
The current minimum order for free delivery is £35.00 if the order is under this limit we charge £9.95.
Can I collect my order?
If you are close by we can arrange for you to collect at a specified and agreed time. Payment will be required before collection so please contact us to discuss your requirements.
How do I give special instructions for my Home Delivery? Eg – where to leave etc.
As soon as possible after placing your order please email or phone us with any special instructions.
How do I add a discount code or voucher code to my order?
If there are any valid voucher codes in operation you will be prompted at the checkout to enter these details.
When will payment be taken for an online order?
Immediately via PayPal or credit/debit card.
Can I order my Home Delivery or Click & Collect to be in an insulated box?
If products require certain Frozen or chilled requirements they will be automatically packed using the necessary materials.
Will I get confirmation of my order?
Yes, once payment has been processed.
Can I place an order for UK delivery from overseas?
Being a web-based offering you can order from anywhere as long as the delivery address is within the UK.
Can I edit my order?
Once the order is placed, web editing is not available. If you wish to make an alteration, please contact us.
How do I cancel my order?
Once the order is placed, web editing is not available. If you wish to make an alteration or cancellation please contact us.
Can I change my order from Home Delivery to Click & Collect or visa versa?
Once the order is placed, web editing is not available. If you wish to make an alteration or cancellation please contact us.
Does the food arrive frozen on a Home Delivery order?
We endeavour to deliver all goods at their recommended legal temperature (some frozen, some chilled, some ambient), should you receive good at the wrong temperature then please contact us
How long will the meals last in the freezer?
All products will have the durability requirements on the pack, if you are in any doubt then please contact us.
Which of your dishes are gluten-free or dairy-free?
Any products that are suitable for specific diets or allergies shall be marked on the pack.
How do you minimise contamination when handling allergens?
We segregate production by time with a detailed sanitising clean between production runs.
Can I transfer your food to a ceramic dish before cooking? Will the cooking time change?
You can but you will lose the unique presentation and cooking times will change and cannot be guaranteed.
How much salt do you use?
We are a chef-prepared operation, all the salt levels are marked clearly within the nutritional information on the pack (as well as recommended daily allowances) but above all the products are manufactured with enough seasonings to give the best possible taste.
Do you use e-numbers and additives?
As we prepare the products by hand using traditional kitchen methods and recipes the level of e-numbers and additives are kept to a minimum.
Are all your meals microwavable?
All ready meals are microwaveable and cannot be regenerated in a conventional dry heat/convection oven. These meals can, however, be regenerated if necessary in a commercial ‘steam convection’ oven.
If I’m putting more than one meal in the oven, should I adjust the cooking time?
Cooking times should be added together to arrive at a recommended cooking time. As microwave ovens vary the meals should be rotated mid-cook to ensure even heat distribution and checked regularly for the minimum legal temperature to ensure safety and also to ensure the product is at the optimum quality and not overcooked.
What should I do if a meal has defrosted?
All meals should be defrosted before regeneration.
Can you reheat the meal once you’ve cooked it?
No this is against our advice.
Can I select a specific time slot for my delivery time?
Sorry, this facility is not available at the moment although the nominated courier will contact you on the day to give a window.
How will my food arrive?
Carefully packed in a box using materials to preserve the integrity and temperature of the product.
Do I need to be in to receive the delivery?
As a lot of the products require temperature control Yes ideally, but the courier may offer a facility to alter delivery arrangements.
If an item is missing or damaged, can I get a refund?
We want to offer complete satisfaction so please contact us if there is a problem so we can investigate the root cause of this.
Will the driver help me unpack?
No.
Can my delivery be left in the freezer in my garage by the driver?
No.
Can I buy your products as a gift?
By all means, you can have the products delivered to your chosen address as long as it is in the UK.
Do you deliver every day?
Delivery is Monday to Friday. Saturday delivery can be provided at an extra charge (please contact us to arrange this and obtain a quotation)
Is the plastic tray safe to cook food in, specifically in a microwave?
All packaging is suitable for food use. Ready meals must be cooked in the microwave after thoroughly defrosting.
