Contact Us & Help
‘Our Customer Care team are out of the office Wednesday 19th June on a training day. The phones are being covered however it may take a little longer than usual to get through so please bear with us. Thank you.’
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 value for online orders?
- Can I order over the phone?
- How long will it take?
- Can I collect from any COOK shop?
- Can someone else collect my Click & Collect order?
- How do I give special instructions for my Home Delivery? Eg – where to leave etc.
- How do I add a discount code or voucher code to my order?
- Can I order without registering and checkout as a guest?
- When will payment be taken for an online order?
- Can I order my Home Delivery or Click & Collect to be in an insulated box?
- Will I get confirmation of my order?
- Can I place an order for UK delivery from overseas?
- Can I edit my order?
- How do I cancel my order?
- Can I change my order from Home Delivery to Click & Collect or visa versa?
Is there a minimum value for online orders?
For Home Delivery yes. It’s £35 if we deliver via our courier. If you’re close to a COOK shop, it may be lower. Enter your postcode to find out. For Click & Collect orders there is no minimum value.
Home Delivery is free of charge if your order is over £85 for our courier service. If your order is coming to you on one of our COOK Vans then the threshold for free delivery is much lower and depends on your area, please find all the information when you enter your postcode.
Can I order over the phone?
Certainly. Just give us a call on 01732 759000 (Monday-Fridays 9-5.30pm, Saturdays 9-1pm) and we will be able to place a Home Delivery or Click & Collect order for you.
How long will it take?
Online orders can be placed up to two days before delivery or click & collect, and it will depend what slots are available for your area. For telephone orders, we’ll also need two days’ notice. Delivery dates can be booked up to six weeks in advance. But please note we don’t deliver on Sundays or Mondays.
Can I collect from any COOK shop?
Yes, indeed. Click & Collect is available at all our COOK shops. You’re not tied to your nearest one either, it could be one close to work, school, or on your way to your holiday home.
Search for your postcode initially, then you can select any other COOK shop by clicking in the Click & Collect search box. You can search by town, postcode or just select the nearby shops.
Our shops over the UK, in England, Wales and Scotland. You can search for your nearest by entering your postcode above or on our Shops page using the shop finder in the top left of the screen
Click & Collect is not available for independent shops that stock some of our products – such as Budgens, Booths, Co-ops, garden centres or village stores. It is only available from COOK branded stores.
Can someone else collect my Click & Collect order?
Yes, so long as that person has your name and order number.
How do I give special instructions for my Home Delivery? Eg – where to leave etc.
You can give us special delivery instructions when ordering, if you’re ordering by phone just let us know when placing the order or if your ordering online, then there is a box where you can type these into during the checkout process.
How do I add a discount code or voucher code to my order?
At stage two of the checkout process, you can type any voucher you have into the voucher box on the right hand side of the page.
Can I order without registering and checkout as a guest?
No, you’ll need an account with us. It doesn’t take long to set up and you can do it online, in one of our shops, or by calling the COOK office on 01732 759000.
When will payment be taken for an online order?
It’s the same for Home Delivery and Click & Collect: the day before the order is due to be delivered or collected.
Can I order my Home Delivery or Click & Collect to be in an insulated box?
We only deliver meals in an insulated box for deliveries from our courier, so not for those that come from a COOK shop or for Click & Collect. We do sell freezer bags, but our shops don’t carry any other insulated packaging, as the food will be stored in freezers until you are ready to collect.
Will I get confirmation of my order?
You will, by email.
Can I place an order for UK delivery from overseas?
You can, although our system is always confused by foreign postcodes. The trick is, when registering your address, enter as normal but use the delivery address postcode rather than your own. (The billing address is just for our records, so won’t affect the order.) Then, for the delivery address, enter the full UK address as normal (with the same postcode again), along with the recipient’s name and contact number. Be sure to include your email address and phone number in case we need to contact you about your order.
Can I edit my order?
Just open your order at 'Your Account'. Orders can be edited up to 4 days before the order is due.
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 are part of a deal).
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 or our office to edit your order. Please have your card details ready as we may need to cancel and replace your order to make changes.
How do I cancel my order?
Just call the shop you were planning on collecting from. To cancel a Home Delivery, call us at the COOK office on 01732 759000.
Can I change my order from Home Delivery to Click & Collect or visa versa?
No, we’d need to cancel the original order and place the new one. If you call us on 01732 759000 we will be more than happy to help.
- Does the food arrive frozen on a Home Delivery order?
- How long will the meals last in the freezer?
- Do you have a sourcing policy?
- Which of your dishes are gluten-free or diary-free?
- Why is COOK not organic?
- Do you make meals for vegetarians and vegans?
- How do you minimise contamination when handling allergens?
- Can I transfer your food to a ceramic dish before cooking? Will the cooking time change?
- How much salt do you use?
- Why do you add sugar to savoury dishes?
- You claim not to add e-numbers and additives, so why are they in the ingredients for some COOK meals?
- Are all your meals microwavable?
- If I’m putting more than one meal in the oven, should I adjust the cooking time?
- What should I do if a meal has defrosted?
- Can you reheat the meal once you’ve cooked it?
Does the food arrive frozen on a Home Delivery order?
Yes, always, whether you have a delivery directly from a COOK shop or from our courier. When it’s via our courier it will always be in a heavily insulated box and will stay frozen into the early evening if it has to be left in a safe place. With our other delivery service, you will need to be in to accept delivery as these arrive in carrier bags and need to be put straight into your freezer.
How long will the meals last in the freezer?
Our meals have a Best Before Date of 3-5 months from purchase – that’s different from Use By dates, meaning our food won’t be unsafe if that date has recently passed, but it might not be quite as flavoursome and quality may be compromised.
Do you have a sourcing policy?
We do indeed – it’s very important here. We buy ingredients like a good home chef, taking into account animal welfare, freshness, price, sustainability and food miles. Our rule of thumb is that we don’t like dark corners: if we can’t look a customer in the eye and tell them where an ingredient comes from, we don’t use it. Find out more about our sourcing and ingredients policy here.
If you have any specific questions about sourcing, drop us an email at email@example.com
Which of your dishes are gluten-free or diary-free?
Quite a few! You’ll find them all here.
Our gluten free recipes are suitable for coeliacs, although they are not Coeliac UK Approved.
Why is COOK not organic?
As a mid-sized company, we’re too large for many organic suppliers, and we need consistent supply of quality ingredients that is not readily available to us. And, there’s no getting away from it, organic ingredients tend to be a lot more expensive.
Do you make meals for vegetarians and vegans?
We do! And we encourage non-veggies to eat them, too – eating less meat is better for the planet as well as your health. We’re expanding our meat-free range and you’ll find the range here.
Our Kitchen can’t currently be accredited by the Vegan Society, because we don’t have a designated area to prepare vegan dishes, but we do have a growing range that most vegans are happy with. Explore it here.
How do you minimise contamination when handling allergens?
As we use quite a few allergens in our Kitchen, we carefully clean all utensils and equipment between every recipe we make. In addition, we aim to cook specific allergen dishes on specific days. We do not use peanuts in any of our recipes.
Can I transfer your food to a ceramic dish before cooking? Will the cooking time change?
You can – that’s a great option if you’re serving, say, a lasagne at the table. We sell dishes that fit our dishes perfectly, but be aware this might require a slightly longer cooking time. Just make sure everything’s piping hot before serving. We suggest you add an extra 5-10 minutes, but just keep an eye on it. So long as it’s piping hot all the way through, it’s ok.
How much salt do you use?
It varies from dish to dish and you’ll find the information on the label. COOK makes food like you would at home, so we don’t add MSG or preservatives, but still quite a few of our dishes should most definitely be seen as treats when it comes to levels of salt, sugar, saturated fat and so on. We are currently working on our nutritional agenda, so we’re not just keeping an eye on our salt levels, we’re working to reduce them where possible. You’ll find all our meals that are under a 1/3 of an adult’s daily Reference Intake (RI) in salt, sugar, fat and saturated fat here.
Why do you add sugar to savoury dishes?
Most of the time the sugar that appears in the ingredients is sugar that naturally occurs in ingredients, like honey or dried fruit. But many traditional savoury recipes include added sugar, too. For example, it can bring out the sweetness in tomatoes, help balance flavours, and offset any sharpness. We are keeping an eye on the amount of sugar we use and are trying to reduce it whenever possible, just like you would at home.
You claim not to add e-numbers and additives, so why are they in the ingredients for some COOK meals?
We never put any additives or preservatives into our food, but we do sometime use everyday ingredients that include some additives in their sub-ingredients. For example, Worcestershire Sauce contains Tamarind Extract, and White bread contains an Emulsifier (E472e) and Flour Treatment Agent (E300). We always investigate additive-free alternatives, where possible.
One strict rule is all products must be free from the following:
• Hydrogenated fats
• Genetically Modified Organisms
• Monosodium Glutamate (E621)
• Colours: Sunset yellow (E110), Quinoline Yellow (E104), Azorubine; Carmoisine (E122), Allura Red AC (E129), Tartrazine (E102), Ponceau 4R (E124)
Are all your meals microwavable?
No, not all of them, but you won’t be stuck for choice if that’s what you need. You’ll find a complete list here.
If I’m putting more than one meal in the oven, should I adjust the cooking time?
Yes, the cooking time will likely need extending a little. It’s also worth moving them around half way through, to ensure everything’s cooked evenly. Check every dish is piping hot all the way through before serving.
What should I do if a meal has defrosted?
Keep it in the fridge, don’t refreeze it. It needs to be cooked and consumed within 48 hours. Follow the cooking instructions on the back of the pack and ensure your meal is piping hot all the way through before serving.
If some or all of your order was defrosted upon delivery, please contact us.
Can you reheat the meal once you’ve cooked it?
With our official hat on, we have to say no. Our ready meals are ready-to-cook so once you have cooked them once, they should not he heated again.
- Where do you deliver?
- What’s the minimum order for Home Delivery?
- How much is Home Delivery?
- Can I select a specific time slot for my delivery time?
- How will my food arrive?
- Do I need to be in to receive the delivery?
- Why can’t I order some dishes for delivery?
- How do I change my delivery date or address?
- If an item is missing or damaged, can I get a refund?
- Will the driver help me unpack?
- Can my delivery be left in the freezer in my garage by the driver?
- Can I buy COOK meals as a gift?
- Do you deliver every day?
Where do you deliver?
Almost everywhere in the UK. Enter your postcode to check.
We don’t deliver to Ireland, or the Highlands and Islands as unfortunately our courier company don’t offer a next day delivery service for these areas and, with the food being frozen, it’s simply not possible at the moment.
What’s the minimum order for Home Delivery?
Either £30 or £35, depending on your delivery service – enter your postcode to find out.
How much is Home Delivery?
It’s free if you spend over a certain amount, depending on the service in your delivery area – enter your postcode to find out. Otherwise it’s either £5 or £6.95. We have two different services for home delivery: the £5 local delivery comes in a COOK van from one of our shops; if you’re not near a shop, the £6.95 national delivery comes via a courier. There is a higher charge of £8.95 for Saturday deliveries via our courier.
Can I select a specific time slot for my delivery time?
If your food is coming via our courier, we can only offer a slot between 8am-1pm. If you won’t be in then, there is the option of leaving it in its special packaging with a neighbour or in a safe place.
If your food is being delivered by your local COOK shop, we can specify a two-hour time slot the day before the delivery is due. However, it’s essential you’re at home to receive it.
If the time slot we have sent you is not convenient then please call our delivery team as soon as possible on 01732 759020.
How will my food arrive?
If your order is coming to you via our courier (we use DPD) it will be packed in special insulated boxes and dispatched by overnight courier. If it is delivered in one of our COOK Vans it will be delivered in bags to you. In both delivery methods the food will arrive frozen.
Do I need to be in to receive the delivery?
It depends if you’re near a COOK shop, or whether it comes via a courier.
For a delivery from your local shop, you do need to be in, as your order won’t arrive in insulated packaging.
If you’re postcode is covered by our courier service, your food will come in insulated packaging, so we can leave it somewhere safe. You can specify in the ‘delivery instructions’ box at the checkout, so the driver knows where to leave it, which can be a safe place or a neighbour.
Why can’t I order some dishes for delivery?
If your delivery comes by our courier service unfortunately some dishes are not available as we want to make sure everything arrives perfectly and some dishes like our puddings, cakes and canapes don’t travel well, even in insulated boxes.
How do I change my delivery date or address?
Just give us a call on 01732 759 020. We’ll need at least 48 hours’ notice.
If an item is missing or damaged, can I get a refund?
Just call our Home Delivery team on 01732759020 and they’ll be able to help.
Will the driver help me unpack?
If it’s coming from your local COOK shop, then our driver will be happy to lend a hand. However, if it’s delivered by our courier, we can’t guarantee they’ll be able to help.
Can my delivery be left in the freezer in my garage by the driver?
If you’re not near a COOK shop, your order will arrive in frozen packaging from a third-party courier, so the driver won’t open the box and unpack the contents unfortunately.
Can I buy COOK meals as a gift?
Indeed. It’s always worth checking the recipient has room on their freezer and will be home when the delivery arrives. If you’re not sure what to choose, Gift Vouchers are a much better option.
You can add a message if you are buying as a gift at the checkout stage. Tick the Gift Order box on the Special Instructions page and enter your message. We'll make sure we don't include the price on the delivery note, too.
Do you deliver every day?
No, just Tuesdays to Fridays, and on a Saturday morning for a small surcharge. But not at all on Sundays or Mondays. Please check the days we deliver to your area by entering your postcode here [LINK] We do not do next day delivery at the moment.
- Why do you use black plastic trays when you can’t recycle them?
- Is your packaging recyclable?
- Why have you changed your 4-portion packaging?
- What do I do if the plastic film comes off during cooking?
- Can I eat the product if the film has come off/tray is cracked?
- Why have you changed your 2-portion takeaway packaging?
- Is the plastic tray safe to cook food in, specifically in a microwave?
- Are the gel pack contents that come with a Homer Delivery safe to go into a septic tank?
- Are the gel pack contents safe to drink?
Why do you use black plastic trays when you can’t recycle them?
In theory they actually are recyclable, and they are made from partially recycled plastic. In practice, very few councils in the UK recycle any plastic that isn’t clear. The technology to do so has been really expensive. For years, the biggest challenge has always been finding a tray that is both food safe and can go straight from the freezer to the oven. Until recently there hasn’t been a realistic alternative to plastic. However, the technology is finally catching up and we’re currently working on a trial to replace our plastic trays with a fully recyclable, paper-based version, similar to the kind we introduced with our new pie range last autumn. We’re going to start using it with all of our Kids Meals, and it will then take a while to be sure that it’s robust enough for us to use more widely. Until the trial is complete it’s hard to give a realistic timeframe but we should have a good idea of the potential of the new tray material within the next few months. If all goes well, we’ll get the ball rolling as quickly as we can.
Is your packaging recyclable?
If you have home delivery packaging the outer cardboard box is 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 sheep 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 or supermarket - they're made of the same material as a normal supermarket carrier bag.
Our product packaging and the cardboard sleeves on our meals are recyclable, however our black plastic trays are rarely accepted by local councils.
Why have you changed your 4-portion packaging?
The food inside hasn’t changed at all, it’s the same recipe and portion size. We’ve just made the packaging narrower and deeper so that it fits into the freezer better.
What do I do if the plastic film comes off during cooking?
If you put it back on carefully (watch your fingers!) then it’s just like piercing the film lid, so it won’t make a difference. Otherwise, it may mean the meal will be little darker than normal or that the sauce may reduce further, but it should be fine.
Can I eat the product if the film has come off/tray is cracked?
It’s very unlikely that it’s been contaminated, but we wouldn’t suggest you risk it.
Why have you changed your 2-portion takeaway packaging?
The packaging is just narrower and deeper, so it is the same amount of food and the same recipe. It just fits into the freezer better!
Is the plastic tray safe to cook food in, specifically in a microwave?
Yes, the trays we use are BPA-free have been tested to ensure they are safe.
Are the gel pack contents that come with a Homer Delivery safe to go into a septic tank?
Yes, they are non-toxic so you can just pour them down the sink.
Are the gel pack contents safe to drink?
Seriously? Well, it’s non-toxic: a water-soluble gel, purified water and a tiny amount of chlorine to keep it sanitary. But, even though it won’t cause any lasting health issues, it’s not for drinking. So don’t.
- How do I find a COOK Store or stockists?
- Can I check stock available in your stores?
- How do I see what is stocked in Concession outlets?
- How do I become a Stockist?
- Do you have an info pack on becoming a Stockist?
- Do you sell food to be resold in cafés or restaurants?
- How can I become a Franchisee?
- Why are you not opening any new Franchise stores?
How do I find a COOK Store or stockists?
Enter your postcode in to our Shop Finder which you can find clicking here. At the moment, we don’t have a comprehensive list we can send out.
Can I check stock available in your stores?
Yes, just enter your postcode in to the front of the website where it says ‘Start Shopping’ and choose a shop for collection. The stock availability will then update as your browse through the ranges online.
How do I see what is stocked in Concession outlets?
If you use our shop finder it’ll give you a basic idea about the range available at your local stockists. If you’d like more specific information, you’ll need to call the stockist directly. Please be aware that you can’t request for specific items to become available at a stockist as they’re required to order from a set stock list.
How do I become a Stockist?
Read this, fill out the form, and our Concessions Team will contact you with further information.
Do you have an info pack on becoming a Stockist?
Sure. Please email our Concessions Team at firstname.lastname@example.org and they can send you further information.
This will vary from case to case and you’ll need to contact our Concessions Team, who deal with any orders over £600. It isn’t something we generally offer as we don’t sell our meals to be resold hot for food service. However, you fill in the contact form here and our Concessions Team will respond to you from there.
Do you sell food to be resold in cafés or restaurants?
It isn’t something we generally offer as we don’t sell our meals to be resold hot for food service. However, you fill in the contact form here and our Concessions Team will respond to you from there.
How can I become a Franchisee?
We’re not looking to take on any more Franchisees for the foreseeable future. Sorry.
Why are you not opening any new Franchise stores?
We’re focussing on opening company-owned COOK shops.
- Do you do gift vouchers or a gift card?
- How do I order gift vouchers or a gift card?
- Can I order gift vouchers or a gift card from abroad to be given to someone in the UK?
- Why can your gift vouchers only be used in-store and not online?
- Do I have to spend the whole amount of my voucher in one go?
- How can I check the balance of my online gift code?
- I’ve found some old gift vouchers that have gone out of date – can I still use them?
- Can I change my shop vouchers for online vouchers or visa versa?
Do you do gift vouchers or a gift card?
We do. We have gift vouchers for use in any COOK shop or an online code for Home Delivery and Click & Collect orders.
How do I order gift vouchers or a gift card?
You can order online. Visit our Gift Voucher page here [www.cookfood.net/vouchers] , or you can call Customer Care on 01732 759010 and place an order over the phone.
Can I order gift vouchers or a gift card from abroad to be given to someone in the UK?
You can, although please read this carefully. Our website isn’t currently set up to accept a foreign postcode when registering your address with us. So you'll need to use the UK postcode for delivery to create an account (just make sure you give your name, email and a contact number, in case we need to get hold of you). When you come to entering the delivery details, use the same UK postcode again with the corresponding address, along with the recipient's name and delivery phone number. The billing address is only used for our customer records, so this won't affect the order at all.
Alternatively call Customer Care on +44 (0)1732 759010 and they will happily set this up over the phone for you.
Why can your gift vouchers only be used in-store and not online?
We’re working on changing this, but currently have two types of vouchers and the shop vouchers are not currently recognised online.
Do I have to spend the whole amount of my voucher in one go?
No you don’t. Any remaining balance owing to you will be automatically emailed to you with a new online code.
How can I check the balance of my online gift code?
You can’t currently do this yourself online, so call Customer Care on 01732 759010 and they’ll tell you.
I’ve found some old gift vouchers that have gone out of date – can I still use them?
Sure, we don’t want them to go to waste. All you need to do is contact Customer Care on 01732 759010 and they will either extend the expiry date on your online code or take the details of your shop vouchers and liaise with your local COOK shop to make sure they know to accept them when you do pop in.
Can I change my shop vouchers for online vouchers or visa versa?
Certainly. Please contact Customer Care on 01732 759010 and they will happily arrange this for you.
Kent ME10 3HH
Fax: 01732 770315
Please enter your postcode to find your nearest COOK shop:
The COOK Kitchen
Kent ME10 3HH
t: 01732 759000