You can find answers to some of the commonly asked questions we receive from customers. If you still have a question we haven’t been able to answer in the list below, please call us free on 0800 077 3100
Q: Can I request a brochure?
A: Yes, you can order a brochure using our online form or call us free on 0800 077 3100. You can order the brochure for yourself or to send to someone else.
Q: Can I request a brochure when I don't have an e-mail address?
A: If you don’t have an email address then you can order a brochure by calling us free on 0800 077 3100.
Q: How do I search for meals that fit within my particular diet?
A: When you browse one of our product category pages - for example, ‘Chicken, Turkey and Duck’ - on the left hand side of the page you will see a product filter. You can use the product filter to search for meals in that category that are low in fat, low in salt, gluten-free etc, by ticking the box next to the relevant dietary filter. We also have a Free From range and a Gluten-Free range of meals.
Q: What size are the meals?
A: We have three meal sizes – Standard (275g - 465g) which is the size of our standard main meals, Hearty (500g - 565g) which is the size of our Hearty Meals range and Mini (185g - 220g) which is the size of our Mini Meals range. You can find out more by visiting the Portion Sizes page.
Q: Where do you source your ingredients?
A: All our ingredients are sourced from carefully approved suppliers and we are proud to support the British food and farming industry. Our ice cream for example is sourced from family-run Marshfield Farm, just fifteen miles away, and all the peas we use in our recipes are 100% British. Our lamb is exclusively from the British Isles or New Zealand. We are passionate about sustainability too, that's why we're committed to only using sustainable fish.
Q: When do you deliver in my area?
A: You can find out when we deliver in your area by entering your postcode in to the ‘Find Delivery Days’ box on the homepage. Or you can call us on 0800 077 3100, let us know the delivery address and we’ll be able to put you in touch with your local outlet.
Q: What time will my order arrive?
A: Once you have placed your order, your local outlet will contact you to confirm a delivery time. Generally, once you have been given a delivery day and time, it will be your regular slot.
Q: How long is the wait between order and delivery?
A: The majority of our local delivery outlets have a 1-2 day lead time. You will be able to select a delivery date during the checkout process.
Q: Do you offer hot meals?
A: No. All our ready meals are delivered frozen.
Q: Can items be microwaved/oven cooked?
A: Most of our ready meals and desserts can be cooked in a microwave or oven. Some of our meals are oven cook only. You can find the cooking instructions for each meal and dessert on the meal or dessert page on this website under the heading 'Cooking Instructions'. Please check the label of the meal or dessert for exact cooking guidelines. Please visit our How To Cook Our Meals page for more information.
Q: Why can't I log in to my account?
A: If you are having trouble logging into your account you should see some error messages telling you want the problem is, for example, the email and/or password may not match the email or password you used when you registered on the website.
If you have forgotten your password, you can click on the ‘Forgotten Password’ link underneath the password field on the Sign In page. This will send you an email to the email address you used when you registered on the website. Once you’ve received the email, you can click on the link in the email to reset your password.
If you have forgotten your email address for your web account, or are still having problems logging in after resetting your password, please call us free on 0800 077 3100 and our team will help solve the problem.
We have created some guides to using the website which can be found on the Guide To Using Our Website page.
Q: Is there a minimum order/delivery charge?
A: We do not have a delivery charge, but depending on the delivery address, a minimum order value may apply. Once you have entered your delivery postcode into the ‘Find Delivery Days’ box on the homepage you’ll be able to see if a minimum order value applies.
Q: How do I use my discount code online
A: You are not able to redeem vouchers or discount codes on the website at the moment, although this is a feature we’ll be introducing later on. If you have a voucher, select the ‘Cash, cheque or voucher’ payment option when you check out. When your driver arrives with your order, give him / her your voucher and pay any outstanding balance by cash or cheque.
Q: How do I send a message with an order?
A: On the Delivery Details step of the checkout process, there is a box called ‘Delivery instructions’ – you can put a message in this box regarding any specific instructions you have for the delivery.
Q: How do I change my email address?
A: To change your email address for your web account, first sign-in to your account, then click on the My Account link in the top right hand corner of the homepage, followed by the My Account Settings link. This will take you to your account page. Next, click the Edit My Details button underneath the Account Details box. You will then be able to amend your email address.
We have created some guides to using the website which can be found on the Guide To Using Our Website page. For further help, please call us free on 0800 077 3100.
Q: How do I cancel an order?
A: To cancel or amend an order, please contact your local outlet directly or use our Contact form on this website, selecting ‘Cancelling or changing an order’ in the drop down list underneath ‘Your reason for contacting us’. The number for your local outlet can be found on the homepage of the website once you have signed-in or entered your delivery postcode. Alternatively, call us free on 0800 077 3100 and we will put you through to your local outlet.
Q: Is it possible to change the vegetables/sides on a particular meal?
A: Our ready meals are complete meals and come with sides and vegetables as shown on the website or in the brochure. Unfortunately, we cannot create meals to order or change the vegetables or sides. If you have any feedback on any of our ready meals or desserts, you can write a review on this website by clicking on the ‘Reviews’ tab on the page of the meal or dessert you’ve ordered (you will need to be signed-in first) – we will then forward any comments to our chefs to help improve our meals.