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 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 gift card 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 vice versa?
- What payment options do you accept?
- Do you offer Blue Light discount?
Is there a minimum value for online orders?
For Home Delivery, minimum order value is £40 and for Click & Collect there is no minimum (other than during seasonal peaks). Enter your postcode here to find out.
Can I order over the phone?
Certainly. Just give us a call on 01732 759010 (Monday-Fridays 9-5.30pm, Saturdays 9-1pm) and we will be able to place a Home Delivery or Click & Collect order for you. Working hours may differ during seasonal holidays.
How long will it take?
Online orders can be placed up to two days before delivery or click & collect, and it will depend on 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. During seasonal peaks, delivery and collection slots fill up quickly so do order well in advance.
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 here, 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 are all 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. For home deliveries fulfilled by our COOK shops, they are unable to leave your order safe as you do need to be home to receive it.
How do I add a discount code or gift card code to my order?
At the checkout page, you can type any discount code you have into the Add Discount Code box on the right hand side of the page and then ensure you press add. For gift cards, please type the code into the Add Gift Card box.
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 759010.
When will payment be taken for an online order?
It’s the same for Home Delivery and Click & Collect: payment will be taken the day before the order is due to be delivered or collected. If you arrange a same day collection then it would be the same day.
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. 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 2 days before the order is due. Please note this may change during seasonal peaks.
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 2 days before your collection or delivery date. If yours is closed because payment has been taken or it's after the 2 days, then you can still call the shop or our office to assist you further.
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. For Home Delivery, just give us a call on 01732 759 020 and we will be able to assist you further. We’ll need at least 48 hours’ notice.
Can I change my order from Home Delivery to Click & Collect or vice versa?
No, we’d need to cancel the original order and place the new one. If you call us on 01732 759010 we will be more than happy to help.
What payment options do you accept?
We accept Visa and MasterCard payments only. Unfortunately we don’t accept American Express or PayPal.
Do you offer Blue Light discount?
This is not something we offer, but you can sign up to our mailing list to receive future promotional offers.
- 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 dairy-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?
- Do you use Halal & Kosher Meat?
- Do you have Speciality diets?
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 or boxes 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 2-9 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 flavorsome 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 firstname.lastname@example.org
Which of your dishes are gluten-free or dairy-free?
Quite a few! You’ll find our GF dishes here. Our gluten free recipes are suitable for coeliacs, although they are not Coeliac UK Approved.
You'll find our DF dishes here. All are free from milk and other dairy products and are suitable for people on a Dairy Free, Milk Free or Lactose Intolerant diet.
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 (ask in-store), 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 low-calories meals 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 be heated again.
Do you use Halal & Kosher Meat?
We do not intentionally source halal or kosher meat.
Do you have Speciality diets?
We are unable to advise on specific dietary needs but you can find all ingredients and information for all of our dishes under the Nutritional information of each meal.
- 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 I buy COOK meals as a gift?
- Do you deliver every day?
- Can I return the meals I have purchased/ordered?
- My order has arrived, but the dry ice packs are empty!
Where do you deliver?
We cover most areas in the UK but enter your postcode here to check.
We don’t deliver to Ireland, or some areas of Scotland including 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?
All of our Home Delivery orders need to reach the minimum order value of £40. Depending on your delivery service, there is a delivery charge – enter your postcode here to find out more.
How much is Home Delivery?
If your delivery is covered by your local COOK shop or by one of our own COOK Delivery Vans, then there is a flat delivery charge of £2.95 and the minimum order still has to be £40. If you are covered by our third-party courier service APC, the delivery charge will be £6.95 or £8.95 depending on your area. Our courier service does offer free delivery over £85 for most postcodes, however, there are some charges for the more difficult areas to reach.
Can I select a specific time slot for my delivery time?
If your food is coming via our third-party courier APC, we can only offer a general time slot between 8am-1pm. Some of the areas it is an 8am-5pm slot due to the location. If you won’t be in then, the courier will leave it in a safe place or with a neighbour as it is packed with frozen packaging to ensure the meals stay frozen for you.
If your food is being delivered by your local COOK shop or COOK Van, we can specify a two-hour time slot the day before the delivery is due. This slot will be advised by text and email so please do ensure this information is on your customer record, so you are kept up to date. However, it’s essential you’re at home to receive the delivery as it travels on a refrigerated vehicle, therefore there is no insulated packaging for the order.
If the time slot we have sent you is not convenient then please call our home delivery team as soon as possible on 01732 759020 and they will assist you further.
How will my food arrive?
If your order is coming to you via our third party courier – APC, 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/boxes 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 COOK shop, you do need to be in, as your order won’t arrive in insulated packaging.
If your postcode is covered by our courier service, your food will come in insulated packaging, so we can leave it somewhere safe. You can specify this 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. If there are no instructions for the courier driver to leave it safe and you are not in to receive the order, the driver will leave the order where they deem is safe and take a photograph.
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 some of 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 and we will be able to assist you further. We’ll need at least 48 hours’ notice.
If an item is missing or damaged, can I get a refund?
Just contact our Home Delivery team on 01732759020 or by email – email@example.com and they’ll be able to help.
Will the driver help me unpack?
If it’s coming from your local COOK shop or it is being delivered by one of our own COOK Vans, 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 as we do use a third party courier.
Can I buy COOK meals as a gift?
Indeed. It’s always worth checking the recipient has room in their freezer and will be home when the delivery arrives. If you’re not sure what to choose, Gift Cards are a much better option as the recipient will be able to choose their preferred meals.
You can add a message if you are buying the order as a gift at the checkout stage. Tick the Gift Order box on the Special Instructions/Delivery 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?
This is all dependent on the service you are on. You can click here. to check. Please be aware that delivery days do fill up quickly during Holiday seasons.
Can I return the meals I have purchased/ordered?
Unfortunately we are unable to accept the meals back that you have purchased/ordered due to Food Safety reasons.
My order has arrived, but the dry ice packs are empty!
We pack all our third-party courier orders with dry ice that reach very low temperatures. The dry ice packs will cause slight condensation within the box, and we also expect the dry ice to have evaporated by the time your COOK order reaches you. Should there be any further concerns, please contact our home delivery team on 01732759020.
- Can your trays be recycled?
- Is your home delivery packaging recyclable?
- 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 COOK Van Home Delivery, safe to go into a septic tank?
- Are the gel pack contents safe to drink?
- My order was delivered by APC, but there is no dry ice!
Can your trays be recycled?
We have switched from using black plastic trays, which many councils wouldn’t recycle, to our new recyclable plastic trays. These are made from up to 85% recycled material and are 100% recyclable (you just give it a rinse and put it in with your plastics) All that remains in black plastic are the canapé trays, but we're confident on being able to switch those over soon.
If you would like to read more about our journey to become plastic free and the progress, we've made so far please go to www.cookfood.net/info/recycling
Is your home delivery packaging recyclable?
If you have home delivery packaging that has arrived in a cardboard box, the outer cardboard box is recyclable as well as the inner liner. With regards to the dry ice packs – please check with your council to see if they are recyclable. If your order has been delivered by a COOK Van, and it has been left safe as requested, the order may have been packed with some of our gel packs to make sure that the meals stay frozen. The gel packs can be recycled, but please check with your local council.
The liner is made of sheep wool and is bio-degradable, however, you can return it directly to the manufacturer to be re-used should you wish. Full details can be found on their website on how to download and print the label needed. You could even use the COOK delivery box for the return if you have a few liners to return.
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. Please do contact our Home Delivery Team on 01732759020 or by email - firstname.lastname@example.org, if any of your meals have arrived damaged.
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 and have been tested to ensure they are safe.
Are the gel pack contents that come with a COOK Van Home 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?
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.
My order was delivered by APC, but there is no dry ice!
Don’t worry! The dry ice is in the white packs. They may be empty but that’s because the dry ice has evaporated and that’s completely normal. If there still is some dry ice within the packs, we do recommend handling it by wearing some sort of gloves. Allow it to fully evaporate and just dispose of the packs (please check with your local council if they are recyclable).
- 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 into our Shop Finder which you can find 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 at the bottom of that page, 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 email@example.com and they can send you further information.
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, 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 offer E-Gift Cards or Gift Cards?
- Can I order E-Gift Card or a Gift Card from abroad to be given to someone in the UK?
- Do I have to spend the whole amount of my Gift Card/E-Gift Card in one go?
- How can I check the balance of my Gift Card/E-Gift Card code?
- I’ve found some old Gift Cards/Vouchers that have gone out of date – can I still use them?
- How can I spend my Gift Card and E-Gift Card online?
- Why can your Gift Cards and E-Gift Cards only be used in a COOK shop and not in stockists/outlets?
- Can I send the Gift Card to myself to give to the recipient in person or will that affect the Gift Card?
- How long does it take for my Gift Card/E-Gift Card to arrive?
- Help! I’ve sent the Gift Card to the wrong Address/Email Address!
- Can I use a promotional discount code as well as a Gift Card/E-Gift Card to place a order?
Do you offer E-Gift Cards or Gift Cards?
We do. You can purchase either a physical Gift Card or an E-Gift Card online by using this link - https://www.cookfood.net/giftcards or over the phone with us on 01732759010. The Gift Cards are also available to purchase in our COOK shops, but unfortunately not the E-Gift Cards. Both of those can be used either in one of our COOK shops or online.
Can I order E-Gift Card 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/address 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 for the postal Gift Card, use the same UK postcode again with the corresponding address, along with the recipient's name and phone number. The billing address is only used for our customer records, so this won't affect the order at all.
Do I have to spend the whole amount of my Gift Card/E-Gift Card in one go?
No, you don’t. Any remaining balance will remain on the Gift Card/E-Gift Card for a future purchase with COOK.
How can I check the balance of my Gift Card/E-Gift Card code?
You can use this link to check the balance - https://www.cookfood.net/giftcardbalance or you can also contact our Care Team on 01732759010.
I’ve found some old Gift Cards/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 or by email - firstname.lastname@example.org and they will either create a new Gift Card code for you or take the details of your Vouchers and issue you a new E-Gift Card/Gift Card.
How can I spend my Gift Card and E-Gift Card online?
There is a 13 digit code to redeem the Gift Card and E-Gift Card against a Food order. This can be found on the E-Gift Card PDF or if you have a physical Gift Card, it is located on the reverse and is a long string of letters and numbers. Just remember to scratch off the panel to reveal the final section of number and letters on the back of the Gift Card.
Why can your Gift Cards and E-Gift Cards only be used in a COOK shop and not in stockists/outlets?
Unfortunately, our stockists/outlets are unable to process our COOK Gift Cards/E-Gift Cards and discount codes as they are independent to COOK and only stock our meals on a concession basis.
Can I send the Gift Card to myself to give to the recipient in person or will that affect the Gift Card?
No, that is no problem at all. All we will need is the name and the address of where you would like the Gift Card to be sent to. We only print the Gift message on the Gift Card and the Gift Card code is not linked to a specific customer.
How long does it take for my Gift Card/E-Gift Card to arrive?
Our E-Gift Cards are an instant service, so once the order is placed it will only take a few moments for the E-Gift Card to arrive. If you would like the E-Gift Card to arrive on a specific date we recommend you sending the E-Gift Card to yourself first and then forwarding it on the day. Our postal Gift Cards are being processed within 2 working days and sent with Royal Mail First Class, however during the holiday seasons and Bank Holidays, the post usually takes longer so we recommend you choose to send an E-Gift Card if you can. If you’d still prefer to send a Gift Card through the post then please allow additional time for it to arrive.
Help! I’ve sent the Gift Card to the wrong Address/Email Address!
In the event of this happening, please contact us on 01732 759010 or by email - email@example.com as soon as possible so we can cancel the Gift Card/E-Gift Card before it is used and reissue the Gift Card/E-Gift Card with the correct details.
Can I use a promotional discount code as well as a Gift Card/E-Gift Card to place a order?
Yes, you can use your Gift Card or E-Gift Card in conjunction with another discount code, like the New Parent discount or a welcome code, but you can only use 1 promotional code per order and this is only on Food orders and not on Gift Card/E-Gift Card purchases.
The COOK Kitchen
Kent ME10 3HH
We are closed on bank holiday.
Fax: 01732 770315
Please enter your postcode to find your nearest COOK shop: