Help

Help

Help

We understand planning any type of event can be time consuming and stressful. For this reason we’ve put together a few facts and often asked questions about our online catering process, to give help you along.

So, if you’re facing any problems before, during or after the ordering process, please click on your issue or question in the section below to get help…

Find Help During any Point in the Ordering Process

Help Before Ordering

No problem! Firstly, you can purchase a £50 deposit to secure your date and time-slot. Then, when you’ve received your RSVPs from your guests and have your definite numbers, just give us a Call or Email Us and we’ll confirm your options. Most importantly, this must be completed 7 days prior to your event at the very latest.

Certainly, our customer service team are happy to help take your order and any necessary payments over the phone. Please Call: 01543 570 024. Meanwhile, we would suggest providing yours or a family member’s email address in order to receive your order confirmation.

Our customer service desk is open 7 days a week so feel free to pop in and discuss your requirements. But please check our opening times and location before setting off.

You can pay via paypal, credit card, debit card or cash. Yet, cash orders should only be placed by our customer service team. In addition to this, we also offer a bacs option to those customers who wish to open a business account with us.

You have 2 ways of ordering our catering options:

Set Catering

Set Catering includes our tried and tested lists, which we can produce for a specified number of guests i.e 50, 100. Most importantly, these options offer the best value for money and in our experience offer just the right food for that number of guests. However, these lists cannot be altered.

Create Your Own

Create Your Own offers greater flexibility and allows customers to pick and choose the platters they want for their event. Specifically, this option is perfect if you’re looking to create a bespoke selection.

We treat each catering order in the same way. In other words, whether you’re ordering for an afternoon picnic or a lavish wedding, our collection and delivery slots are allocated in the same way and are not dependent upon the size of your order. So if your desired slot is unavailable, please see ‘I can’t see the time-slot I need…’ in the next section.

Our refrigerated delivery is charged at £5 per mile, as the crow flies. However, the minimum delivery charge is £20.

Our Collection & Delivery Schedule

Monday – Thursday Friday – Saturday Sunday
Collection Delivery Collection Delivery Collection Delivery
8am – 9am
9am – 10am
10am – 11am
11am – 12pm
12pm – 1pm
1pm – 2pm
2pm – 3pm
3pm – 4pm
4pm – 5pm
5pm – 6pm
6pm – 7pm
7pm – 8pm

... During Ordering

Firstly, please check that you have completed all the billing/shipping details out correctly. Postcode errors are generally the cause of this. Finally, amend any errors and retry selecting your date and time.

If you are unable to select a date or similarly if it is faded out, this usually means that this date is fully booked for your preferred shipping method.

Solution

We would suggest altering the shipping method (collection↔delivery) as long as this is a feasible option and check again for availability. Unfortunately, if both shipping options are unavailable, at the present time that date is fully booked. Otherwise, you can alter the shipping date.

If you are unable to see your preferred time-slot, this generally means that this time-slot has already been allocated for your preferred shipping method. Firstly, alter the shipping method (collection<->delivery), if this is a feasible option. Finally, re-enter your date and check again if your preferred time-slot is available. However, if your preferred time-slot is still unavailable, an alternative time-slot will be necessary.

Not Currently Possible

At this time we are unable to grant more specific time requests than the hour time-slots shown. Consequently, for deliveries, customers must ensure that we have access to their venue for the entire time-slot. Moreover, failure to do so may result in delay or cancellation of your delivery.

Entering your delivery address does not confirm your shipping options, specifically you must select ‘Delivery’ within the order confirmation section during checkout if this option is available.

We understand the importance of allergies and as a result, we’re happy to answer any allergen related questions over Email or phone 01543 570 024.

... After Ordering

Firstly, give our team a call 01543 570024 or Email and outline your required extras, stating your order number. Deposit customers can pay the remaining balance along with their original order, whereas upfront payment will be required from all other customers. This payment can be made in-store or over the phone.

Very Important Information

It is most important that your order is paid in full 7 days prior to the event date. For example, if your event is on a Saturday, the remaining balance must be paid the Saturday before, at the very latest.

Initially, upon placing your order, you should have provided an email address and we would have used this email address to send your order confirmation to you. Significantly, within this email there will be a link to pay the remaining balance. However, if you are unable to find this email or link, please call 01543 570 024 or email and have your order number at hand. In short, we can then find your order and take payment for the remaining balance over the phone.

Very Important Information

If you have placed a £50 deposit but haven’t paid the remaining balance 7 days prior to your event, we have the right to cancel your booking without notification. In essence, your £50 deposit will be lost and your booking slot released for other customers. Therefore, it is very important for you to make a note of the date that falls 7 days before your event. If you have called to make payment but were unable to reach a customer service representative, send us an email. This will undoubtedly log your attempt or provide notification that you are ready to make payment.

Certainly, as long as you provide a genuine email address during the ordering process, each and every one of our customers will receive an invoice upon placing an order.

During the checkout process shipping options are selected. These shipping options work on different time schedules and accordingly carry different charges. As a result you will need to cancel your current order and place your order again.

Important Notice

Obviously, we will do what we can to help rearrange but we cannot guarantee the date and time-slot previously selected will be available using the ‘Delivery’ shipping option. Therefore, we recommend checking availability before cancelling your current order.

Shipping options are selected during the checkout process. These shipping options work on different time schedules and accordingly carry different charges. As a result you will need to cancel your current order and place your order again.

Important Notice

Obviously, we will do what we can to help rearrange but we cannot guarantee the date and time-slot previously selected will be available using the ‘Collection’ shipping option. Therefore, we recommend checking availability before cancelling your current order.

Please call or email our customer service team without delay and have your order number at hand. Primarily, the team will help by checking for availability for your new date and time-slot. However, if there is no availability, you can choose to keep your settings or cancel your order. (Please see below)

Please call or email our customer service team without delay and have your order number at hand. Primarily, the team will help by checking for availability for your new date and time-slot. However, if there is no availability, you can choose to keep your settings or cancel your order. (Please see below).

Please call or email our customer service team straightaway and have your order number at hand as soon as you know you need to cancel your booking . Thereupon, your cancellation will be dealt in line with our Cancellation Policy.