If you are unable to fulfil a dish on an order, you must notify us as soon as possible. If the affected order is due for delivery today, please contact our Customer Care Team via live chat. For orders further in advance, please complete this short pre-filled form, here.
Please include the following information:
- The order number
- The affected item(s)
- The reason why you are unable to supply the item(s), e.g. Item no longer in stock, supplier issues, etc.
- A proposed item(s) substitution (for each dish)
Please do not ask our Customer Care Team to choose an alternative item from your menu - you know your menu, so are best-placed to recommend an alternative. It's important that proposed substitutions should match the dietaries and allergens of the unavailable item, e.g. if the unavailable dish is vegan, the proposed replacement dish should also be vegan.
Often, dish substitutions are caused by out-of-date menus, or menus not being scheduled correctly. Please refer to the following articles for support: