Collection Information Updated 10th February 2021
We're offering collections from our store, but things are still a little different.
Telephone Ordering
| 1 | Call us on 01548 856655 (press option 1 to order) |
| 2 | Place your order with one of our team |
| 3 | Pay for your order by card whilst on the phone |
| 4 | Provide us with a mobile number you'd like to receive order updates on |
Online Pre-Ordering
By pre-ordering you must select a time for your collection. We cannot guarantee that your collection will be ready at the exact time, but we will keep you updated through our SMS Notification system.
We cannot issue collections without being able to see the text we send informing you that your order is ready to collect. Please ensure you have provided an accurate mobile telephone number when ordering online.
Now to wait...
We'll give you an estimated wait time, but if you can get to us within 10 minutes please don't make your way to our store.
Large order? We recommend bringing someone from your household to help you carry everything. We cannot provide any assistance.
COVER YOUR FACE
"Your order is being cooked"
We'll send a text to let you know we've finished making your order and everything is heading through the ovens.
This gives you...
10 Minutes
to safely make your way to us.
Don't worry if you're a little delayed. We'll keep your order in a heated bag and wait for you to arrive.
When you arrive...
Do not approach our building until...
KEEP A SAFE DISTANCE
"Your order is ready to collect"
We'll send another text to let you know your order is ready to collect.
Make your way to our front door.
If there is someone else at the door please form a queue to the left of our building & follow the signage.
Ring our door bell!
When a member of the team arrives at the door show us the last message we sent you.
Step back to the Green sign to the left of our door.
We'll get your order together for you to collect off our trolley once we have stepped back.
There's hand sanitiser on the trolley if you want to use it after touching our doorbell.
Don't worry if you've not arrived by the time we've sent you the second text.
Just head to our door as soon as you can.
We'll keep your order in a heated bag until you arrive.
There's some important notes to read below here
No really…
Give them a read whilst you wait!
Additional Notes
Theres a few other things to tell you…
- You will not be able to add anything to your order when you arrive to collect your order. If you've forgotten to order something and we haven't told you that we've finished making your order you can give us a call and we should be able to add items.
- We can only keep your order in one of our heated bags for 30 minutes before it starts to lose temperature.
- Timed collection orders are welcome, but may not be ready at the exact time so please make sure you wait for our texts.
Keeping it clean…
Between customers we give our doorbell, trolley & hand sanitiser pump a wipe.
We want you to feel totally safe when collecting orders from us so we sanitise surfaces you come in to contact with after every customer.
Signal is important…
We cannot be held responsible if you are unable to receive SMS text messages where you are. We'll give you your estimated wait time, so if you can't get a decent signal on your mobile where you are please aim to get to our store around the time we said your order should be ready by.
Show me the… … … text…
Because orders are paid for at the time of placing them we cannot release an order without seeing the second text we send you. Our team can change the number we send messages to before we send the first text. No offence, but… we may not know who you are!
We intend to break up with you…
As soon as we send you the final text message your mobile number is removed from our database. It's a one order stand, just want to be clear - no long term relationship here.
This doesn't effect other places we may store your mobile number, such as on our till, loyalty scheme or NHS discount system.
How long has this got to go on for?
As long as it has to. And until we can be sure the health of our customers & team is secure.
Since we began offering collections again we've been asked on a regular basis about how long the measures we have in place are likely to stay and why we are being so "pedantic" (No, really. That happened!).
We've had people attempt to enter our store, even with the door locked. We've had people get angry at our team because they couldn't just order seeing as they were at our door.
Truth be told, we can't wait to go back to the way things were. It would be cheaper, easier to manage and far less time consuming for everyone. But sometimes things just don't go our way.
When do we think we'll be back to "normal"? Definitely not until later in 2021. But even then things will be a little different, we're sure.
For now, however, we're so grateful to the majority of our customers who have been nothing short of awesome! We've loved the feedback, positive comments and support we received in 2020 and beyond.