Why have I been charged the same amount twice?

Sometimes, you may see what looks like two payments for the same transaction. When we process your payment, a pending transaction could also appear on your statement. This is what's called a 'shadow payment' where your bank is authorising the payment. We can assure you that you will only be charged once.

If you have been charged for both transactions, please contact our Customer Care team.

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Frequently asked questions

Customer care response times during COVID-19

Our customer care teams are doing everything they can to help you with your requests - but there are a lot of them. In order to prevent you from having to wait for a response, you can find the most...

Substitutions of ingredients during COVID-19

We continue to see an increase in demand on the back of the recent changes to all of our lives. Our whole team is working hard behind the scenes to deliver fresh food to you. We know that providin...

What are you doing to help the community during COVID-19?

We are proud to do our share in these extraordinary times and are working hard to support communities across the country. Aside from providing our customers with delicious recipes to cook at home, ...

Logistics and Deliveries during COVID-19

We continue to see an increase in demand on the back of the recent changes to all of our lives. Our whole team is working hard behind the scenes to deliver fresh food to you. We know that providin...

What are you doing to protect employees during COVID-19?

Our employees’ wellbeing is our number one priority. We’re continuously monitoring the public health situation and, as it evolves, we are adapting the measures we take while working in close coope...

How have you changed your health and hygiene processes since the outbreak? What are you doing to prevent it from spreading?

The safety and quality of our product and our customers’ well being is our highest priority and we wouldn’t do anything to put this at risk. In addition to our already very high health and safety s...

Do you expect any ingredients shortages during COVID-19?

We're seeing a high interest in our service at the moment and working hard with our suppliers to accommodate the increased amount of orders. Our teams are taking the necessary precautions to maint...

Do you source ingredients from any of the affected regions and if so - which ones?

Our ingredients are primarily sourced locally but this varies by week and type of recipe. The safety and quality of our product and our customers’ well being is our highest priority and we wouldn’t...

Will my food be safe to eat?

The safety and quality of our product and our customers’ well being is our highest priority and we wouldn’t do anything to put this at risk. We have very strict food safety checks in place througho...

Are the recipes and ingredients going to change any time soon?

It is always our main goal to provide you with the recipes and ingredients you ordered and we want to keep it this way. Should we have to make unexpected changes or substitutions, we will let you k...

Do we have to expect any delays in delivery?

It is always our main goal to deliver on time and we are doing everything we can to keep it that way. Should we have to make unexpected changes with regards to your delivery we will let you know...

What are you doing to ensure the virus isn’t transmitted via your drivers?

Is the virus transmitted through food?

There is no evidence of transmission of the novel coronavirus through food. This has been stated by a number of authorities including The NHS.