Contact Us & Help
We always love to hear your feedback, ideas or random musings - so please do get in touch with us by selecting your enquiry from the drop down below and filling out the form (or one of the other more traditional methods).
We'll get back in touch as soon as possible.
Frequently Asked Questions
- Is there a minimum order?
- Can I place an order over the phone?
- How much notice do you need to give for delivery of an order?
- Can I order a gift voucher?
- Can I order a UK delivery from overseas?
- Can I edit my order?
Is there a minimum order?
There is a minimum order value of £35.00 for our National Home Delivery Service. Our shops who offer local delivery may have lower minimum order levels - please enter your postcode here to find out which delivery service you will receive.
Can I place an order over the phone?
You can indeed. Please enter your postcode on this page and click 'more details' to check which delivery service you will receive and get the phone number you need to call.
If you are covered by our National Courier service (free over £85) or our Kent cold store you can telephone us on 01732 759020 to place an order (Monday to Friday 9.00am to 5.30pm). If yours is a local delivery area or you're ordering a Click & Collect the number will be for a local shop who can place your order with you.
How much notice do you need to give for delivery of an order?
When submitting an order over the internet orders can be placed up until midnight 2 days before delivery.
If you are ordering over the phone we need a minimum of two days notice.
You can select a delivery date up to 6 weeks in advance.
However, please note we are unable to deliver on Sunday or Monday.
Can I order a gift voucher?
Yes you can. Please visit our Gift Voucher page to order a voucher for use either on our Home Delivery service or in our shops.
Please note that we have separate gift vouchers for our Home Delivery service and our shops.
Can I order a UK delivery from overseas?
Yes! Our systems don’t like foreign zip codes or postcodes, but if you enter the UK delivery postcode when registering your address it will be fine (the billing address is only used for our records, so won’t affect the order at all). Then, when you come to enter the delivery address, enter the full UK address with the recipient’s name and contact number. Just make sure you register an email address and phone number that we can contact you on, in case we need to contact you about your order.
Can I edit my order?
Yes, you can! You can edit any open orders online under 'Your Account'.
If you have items in your basket you'll be asked if you'd like to merge your order with those items or save them for later.
If you have promotions in your basket that are no longer available at the time of editing they will still be valid when you edit your order (unless you make a change to the items in your basket that breaks apart the meal deal so it no longer applies).
Orders should stay open until 4 days before your collection or delivery date. If yours is closed because payment has been taken or it's after the 4 days then you can still call the shop and see if you can edit your order over the phone.
- Do you have a list of all products that are Gluten Free?
- Do you have a list of meals that can be cooked in a microwave?
- Why aren't cakes or puddings available to order for home delivery?
- How long will the meals in my delivery last for in the freezer?
- Do you have a sourcing policy?
- 1 star = 1 month
- 2 stars = 2 months
- 3 stars = 3 months
Do you have a list of all products that are Gluten Free?
You can find a list of all our Gluten Free meals by clicking here.
Do you have a list of meals that can be cooked in a microwave?
You can find a list of all our meals that are microwaveable by clicking here.
Why aren't cakes or puddings available to order for home delivery?
Unfortunately, a number of our products that are available in our shops don't stand up too well to being transported in the insulated boxes we use. We have therefore had to take the decision not to supply them for Home Delivery.
How long will the meals in my delivery last for in the freezer?
The stated best before on all our meals is dependant upon storage at -18C or below. As a general guide the time you can keep our food will depend on the star rating of your freezer:
Do you have a sourcing policy?
We have published our sourcing and ingredients policy here. Please let us know if you have any other questions at email@example.com or 01732 759020.
- How will my order arrive?
- When are you able to deliver?
- Can I include a gift message in with my delivery?
- Where do you deliver and how much does it cost?
- Can I buy COOK meals as a gift?
How will my order arrive?
All orders are packed in our special insulated boxes and dispatched by overnight courier to arrive with you frozen.
When are you able to deliver?
We can deliver Tuesday to Friday on our standard delivery service or on a Saturday morning for a surcharge.
Can I include a gift message in with my delivery?
If you are sending a delivery as a present and would like to include a gift message then you can now do so during the checkout process.
Simply tick the box identifying it as a Gift Order on the Special Instructions page and enter your message - We'll even make sure that we don't include the price on the delivery note.
Where do you deliver and how much does it cost?
We are able to deliver to almost anywhere in the UK. Please enter your postcode here
Can I buy COOK meals as a gift?
We recommend you buy gift vouchers for use in the shops or online, allowing your recipient to make their own choice of food. However, if you decide to send a gift for delivery via our central Home Delivery Service or via one of our shops that offer a Home Delivery Service we ask the following. Could you please make sure your recipient has adequate space in their freezer to accommodate your gift, that they are expecting the gift and that they are at home to receive the order. We appreciate this spoils the surprise but this process is based on our experience of delivering surprise gifts of frozen food, which can sometimes get rejected at the doorstep! If you wish our local van delivery service to leave parcels at non attended deliveries, there will be a charge for the necessary packaging. Please ask your local shop for details.
- Can I recycle the packaging in which my order has arrived?
Can I recycle the packaging in which my order has arrived?
Yes. As well as the outer cardboard box being recyclable the inner liner and gel packs are too. The outer box is made of cardboard and should be recyclable at any cardboard recycling centre or doorstep collection. The liner is made of sheeps wool and is bio-degradable. Simply empty the gel packs down the sink (the contents are completely non-toxic) then take them to your nearest recycling centre - they're made of the same material as a normal supermarket carrier bag.
The COOK Kitchen
Kent ME10 3HH
t: 01732 759000