FREQUENTLY ASKED QUESTIONS
These FAQ's may not be relevant during the cornona virus pandemic. Please contact us if you have any questions
IS THERE A MINIMUM ORDER?
If you are able to collect your food from our main bases (Stanton Drew or Chew Stoke) at an agreed time then no.
If you live within the BS39 and BS40 your delivery is free of charge if you order is over £40
If you live outside of this area we will have to charge a delivery rate of 50p per mile
If you want to order less than £40 we will have to charge a delivery rate of 50p per mile
HOW DO I ORDER?
Give us a call on 07340531937 or email us email@example.com and leave your name, contact number and a brief message with what you would like and we will get back in touch ASAP. As a small business we are working around our normal jobs so apologies that we may not be able to instantly reply to messages.
Unfortunately we cant currently take online orders but watch this space!!
HOW LONG WILL IT TAKE?
It will depend on the slots available for your area, but we will try our best to deliver them asap, on a date that is convenient with you
CAN FOOD BE LEFT IN OUR PORCH?
Unfortunately we do not have the facilities yet to do this, so you will either need to be in on the scheduled delivery day/time or be willing to collect the meals. We are an eco friendly business so leaving plastic packs of dry ice to keep the food frozen is not something we are happy about doing. We are trying to work on this solution though
HOW DO I PAY
Once your order has been confirmed and delivery/ collection has been clarified we will then ask for either:
a BACS payment (account number: 20129580, sort code: 600522) preferred method and please leave your name as the reference
cash or cheque on delivery firstname.lastname@example.org
WHY WONT MY I PAD WORK ON THE WEBSITE
Unfortunately our website will only work if you are using Google Chrome or Safari on ipads and tablets. If you are using another browser you may experience problems. To resolve this either use the above suggested browsers (you can download an app with them) or call us on 07340531937 or email us on email@example.com
DOES THE FOOD ARRIVE FROZEN?
Yes it always does, and that is why you need to be in to accept delivery at a scheduled date / time
HOW LONG DO THE MEALS LAST IN THE FREEZER?
We suggest a best before date of between 6-8 months depending on the meal. This is different from a use by date. The food wont be unsafe for consumption if the date has passed, but it may not be quite as tasty as usual.
WHERE DO YOU GET YOUR INGREDIENTS?
We buy our ingredients taking into account animal welfare, food miles, freshness and sustainability.
Our meat comes from a local, farm in the Chew Valley, who rear their animals to the highest standards. using local produce ensures freshness and quality, but is also beneficial to the environment.
Our fish is sustainably sourced from 'Kingfisher' a company in Brixham who are passionate about promoting the sustainable products that are available to them, hence why each dish we produce may vary with what is available.
If you have any specific questions please drop us an email at firstname.lastname@example.org
HOW MUCH SALT DO YOU USE?
We cook as you would at home, so we don't use preservatives or additives to enhance the flavor as the fresh ingredients are enough themselves, however we do use a pinch of salt in many of our dishes, but we limit it where we can.
ARE YOUR MEALS MICROWAVABLE?
Please check the labeling as there will be cooking instructions for each individual dish. Some of which are microwavable and others that are not. Please ensure you remove the plastic lid before cooking it in the oven or the microwave (and don't forget to recycle!!)
WHAT SHOULD I DO IF A MEAL HAS DEFROSTED?
Keep it in the fridge but do not refreeze it. It can be kept in the fridge for a maximum of 48 hours before consuming.There are instructions on the packaging to let you know how long to cook the meal if defrosted, but please ensure that all meals are piping hot all the way through before serving.
WHERE DO YOU DELIVER?
We will deliver to around the Chew Valley Bristol and Bath
WHATS THE MINIMUM ORDER FOR HOME DELIVERY?
To qualify for a free delivery in areas with BS39 and BS40 postcodes, there is a minimum spend of £30
HOW MUCH IS HOME DELIVERY?
We deliver to postcodes BS39 and BS40 within the Chew valley area for free if your order is over £30. If you live elsewhere we will charge a delivery rate depending on how far away you are from our base. If you are further afield we would encourage you to group together to receive delivery as due to high demand we may be limited with our drops. Please contact us for more information.
CAN I SELECT A SPECIFIC TIME SLOT FOR MY DELIVERY?
As we are only just starting out we will only be able to specify morning/afternoon/ evening. It is essential that you are in for your delivery. If you aren't in, could we leave it with a neighbor? Please contact us for more information.
HOW WILL MY FOOD ARRIVE?
Your meals will arrive frozen in paper bags
DO I NEED TO BE IN TO RECEIVE THE DELIVERY?
Absolutely. We do not use the insulated packaging due to environmental issues
WILL THE DRIVER HELP ME UNPACK?
Most definitely! As a small company it will either be us or friends delivering your meals and we would be most happy to help you unpack your meals. We will be providing a service with a smile!!
DO YOU DELIVER EVERY DAY?
Unfortunately we are a small start up business and so we are working around our other jobs. When you contact us regarding a delivery by phone or by email we will be able to specify the days that will be available (which will vary from week to week)
IS YOUR PACKAGING RECYCLABLE?
We are very proud to say YES!!
Unfortunately we have recently had to temporarily switch from using compostable containers to plastic due to their versatility and quality (however this is a temporary stepping stone to finding the right compostable container)
Our food trays are made from an average of up to 85% recycled PET post-consumer content- collected and recycled bottles and trays, uniquely utilising mixed coloured PET as attractive food packaging. As the products are created from a natural mix of recycled PET, their colour will vary; the different palettes of colours enable consumers to recognise they use a recycled and circular product. These trays are reliably detected by existing sorting infrastructure in the UK, NI and ROI and returned to the mixed jazz stream where they can be recycled into new food safe products again and again.
The company that make these trays- Faerch Plast are committed to an active role in the plastic debate by driving the industry towards making food packaging truly circular. The Faerch plant is powered by 100% sustainable green energy and Faerch is the only food tray manufacturer, which has invested in ownership of a recycling operation.
The plastic film lid and cardboard sleeves are both 100% recyclable.
HOW DO I BUY A GIFT VOUCHER?
Our gift vouchers make a pretty neat present whether its for a birthday, wedding present or gifting to someone who has just had a baby and is in need of a bit of TLC.
Our gift vouchers can be made out to any monetary value that you request and are valid for 12 months.
To order simply email us with the following required information:
your name, telephone number and address
the name and address of the recipient we will be sending the voucher to (or we can send it to you to forward on)
voucher amount (please don't forget we can only deliver to the local area otherwise your delivery will incur a delivery charge-please see above for delivery costs)
the message you would like to include on the voucher
We will email you back to arrange payment details and then pop it in the post. Please note postage is charged at £2.50
I'VE RECEIVED A GIFT VOUCHER. HOW DO I EXCHANGE IT?
Fill in the contact/ order form on the website as usual by filling out the required information and clicking the meals you would like to receive, but add the voucher code number which you will find in the bottom right hand corner or the actual voucher. We will then get back to you with any other information required.
WHAT ARE THE TERMS AND CONDITIONS OF THE VOUCHER?
Vouchers are valid for 12 months from the issue date and cannot be extended
gift vouchers feature a unique reference ID code. Lost gift vouchers will not be reimbursed or replaced without proof of sale and unique reference ID code confirmation
Should you not use the original balance in one transaction a new voucher will be reissued with the remaining balance, bearing the issue date of the original voucher
no photocopies will be accepted
These terms and conditions are subject to change.
If you purchase a gift voucher, we will keep your details on file for reference in case of loss but we will hold your data for as short time as necessary