If you are unable to fulfil a dish on an order, you must notify us as soon as possible by completing our pre-filled dish substitution form. Please do not use live chat to notify us about dish substitutions.
Please take care to add your 6-digit order number in the relevant field. Then, fill out the 'Description' box as prompted.
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Often, dish substitutions are caused by out-of-date menus, or menus not being scheduled correctly.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: