Customer services

MENU, PREPARATION AND DIETARY RESTRICTIONS

If you have any dietary requirements, please let us know when you order your food. There is a section that allows you to add notes to your order on the Checkout page. Alternatively, you can give us a call with your order number if you would like to speak to one of our staff.

Most of the allergens listed in our T&Cs are used in our dishes and are present within our kitchen and preparation areas. Although we take the greatest care to avoid it, the risk of contamination is always present so it is important you let us know when ordering of any allergies or dietary restrictions.

If ordering food labelled as Vegan or Vegetarian please specify if you would like your order to be vegan or vegetarian. Where not specified by the customer, we will assume vegan. We do take specific steps to keep our non-meat products away from our meat products and a separate grill area and utensils are defined for the exclusive cooking of non-meat products.

For more information please see out Terms and Conditions or, if in any doubt at all, please feel free to contact us at hello@handnbowl.com or call 01509 236976.

ORDERING, COLLECTION AND DELIVERY

ORDERING

You can make your order either online or over the phone. Unfortunately, we only accept orders from customers aged 18 or over.

All information regarding your food must be placed at the time of order. Changes to an order after it has reached the kitchen may incur an extra cost. If a product is not available or as specified we will contact you to arrange either a suitable substitute or a refund where necessary.

Once you have placed an order you will receive a confirmation email. We cannot issue refunds for cancellations of any ordered items after this point.

COLLECTION

When you submit an order for collection, your collection time will be set out during the Order process.

We will keep your order for thirty (30) minutes after the allocated time, your order will be disposed of and you will not receive a refund.

DELIVERY

When you submit an order for delivery, your estimated delivery time will be set out during the order process. We cannot guarantee an exact delivery time and all times given are given as estimates. If you contact us to change, modify either your order or delivery details this may have an effect on your order.

Our delivery drivers will ensure with our best efforts that your products get to you in the best condition possible however we cannot be held responsible for any delays that occur from happenings out of our control such as traffic and highways issues, bad weather etc. If you have any worries about or drivers finding you, please leave us a note at checkout with any details that will make locating you easier or any special requests such as not knocking etc.

Our drivers will wait for no less than 5 minutes on a failed delivery attempt and will endeavour to contact you if possible. To avoid disappointment please look out for us around the estimated delivery time.

Unfortunately, we will be unable to refund aborted deliveries.

PAYMENT

All prices listed on our website are deemed correct at the point of ordering. Minimum order values may be required for delivery to certain areas. Where an order does not meet the minimum value a delivery charge may be added equal to the difference.

Payment will be taken via our online payment provider. This may take you off our site for a moment. Major credit and debit cards are accepted. If your payment is not authorised, your order will not be completed. Please note, we do not accept cash on delivery and our delivery drivers do not carry cash.

CANCELLATIONS AND REFUNDS

Unfortunately, we cannot accept cancellations once the order has been completed and payment has been taken. If, in the unlikelihood you should wish to cancel, please contact us immediately on 01509 236976 and we may be able to help if the order has not been processed. We will be unable to cancel and refund an order that has been recieved by our kitchen.

If you have any questions or queries relating to any aspect of our customer services, please call us on 01509 236976 or email hello@handnbowl.com.

For full terms and conditions relating to all of the above, please visit our T&Cs page.