Frequently asked questions

Ordering

Can I order for somebody else?


Yes, simply proceed to the checkout and input the address you want delivery to.




What is your return policy?


Due to the nature of the goods we do not accept returns. If you have any issues, please get in touch by: Email- orders@sou-chef.co.uk Phone- 0333 577 6168




Where is my order?


The day before and in the morning of your selected delivery date, you should receive an email containing your tracking number. Use the tracking link for an update, or feel free to get in touch with the team.




I have not received a confirmation email?


You should recieve a confirmation email once your order has been placed. Please make sure you add orders@sou-chef.co.uk to you contacts and check your junk folder. If you have not received your order confirmation email please contact us.




Can I make changes to my order?


You are able to make any changes to your order up to 48 hours in advance of the selected delivery date, please get in touch to make any changes.




Can I cancel my order?


We can cancel any orders up to 48 hours before the delivery date. Please get in touch to arrange this.




What should I do if I receive an incorrect item?


We are sorry to hear this. So we can get this sorted for you, please drop us a message with the following information: Your name Your order number Product name Picture of the incorrect item Confirmation no other product has been accidently sent instead




Is there a minimum value for online orders?


Yes, £20.00 minimum order (not including postage), after any discounts.




Can I order over the phone?


Yes, please give us a call on 0333 577 6168




How do I add a discount code to my order?


Select "Enter discount code" on the basket page or right hand column in the checkout process.





Our Food

How does the food arrive?


The food arrives chilled in our specialised temperature controlled packaging.




How long do the meals last?


Some of our Sous Vide products have up to a 30 day chilled shelf life. Our aim is to provide customers with a minimum of 4 days chilled shelf life where possible. All products are labelled with use by dates.




Am I able to freeze the products?


The majority of the raw meats yes, however please refer to the individual product labels for suitability of freezing.




Do all the products come with foil trays?


No, only selected products deemed neccessary to supply.




I am putting more than one meal in the oven, should I adjust the cooking time?


Yes, it will likely take a little longer. It is also worth moving them around half-way through to make sure everything is cooked evenly.




What is Sous Vide and what are the benefits?


For more information please visit our "What is Sous Vide" page on the website.




How do I cook the dishes?


The majority of our dishes you will need to finish off in the oven or bring to temperature in a pan. We also recommend the use of foil to stop some of the dishes drying out (especialy the sauces). Make sure you review the cooking guidelines for each individual dish so you know if this is required.





Delivery

What are my delivery options?


Delivery Days: Tuesday-Friday. Delivery Option: Anytime on selected date. You will receive an email/text on the morning of your delivery containing a 1 hour delivery window and tracking number.




I'm not going to be in for my delivery, is this a problem?


You should have received a notification by email/text on the day of your delivery. Make sure you click on the link and update your preferences where you can advise the driver of a safe location to leave your parcel. We ship all items on a next day courier and our packaging will keep product chilled for up to 48 hours, so it should be ok until you get back on the day.




Where do you deliver?


UK mainland, excluding the Scottish Highlands.




How much is home delivery?


Delivery fee £5.00 Free standard weekday delivery over £80.00.




Can I select a specific time slot?


We don't currently, however you will receive a 1 hour time window in the morning of your selected delivery date.




How do I change my delivery date or address?


Please get in touch with a member of the team by email or calling us. Make sure you have your order number to hand. This can be done up to 48 hours prior to your selected delivery day.




What are your delivery days?


We deliver using a courier Tuesday-Friday every week.





Packaging

Is your packaging recyclable?


All of our products are recyclable or made from recyled materials, other than the vacuum food bags.




Can I eat the food if the vacuum bag is damaged?


As long as the seal is not broken on the packet, it should be ok to eat. If not, we wouldn't suggest you eat it. If it has been damaged in transit, please get in touch with a member of the team and take a photo.





Subscription

How do I change my order?


You can amend your order up to 48 hours before your next delivery. Simply give us a call on 0333 577 6168 Or send us an email to orders@sou-chef.co.uk




How to I cancel my subscription?


You can cancel your subscription up to 48 hours before your next delivery date. Simply give us a call on 0333 577 6168 Or send us an email to orders@sou-chef.co.uk




When will I recieve my order?


You will recieve your order on the date selected at checkout. Dependent on the frequency/ day selected you will then receive a box on the same day. For example- If you have selected a Tuesday and two weekly freqency. You will receive a box on the Tuesday every two weeks.




How do I change myh delivery date?


You can change your delivery date up to 48 hours in advance of your selected date. To change the day, simply give us a call on 0333 577 6168 Or send us an email to orders@sou-chef.co.uk