Order FAQs

Online orders

How long will my order take to process?
We aim to dispatch UK orders placed before 9am, Monday through Friday, on the same day. However, standard orders may require 3-5 working days for processing. Some products, including hampers, allow you to select your preferred delivery date at checkout. We will make every reasonable effort to dispatch UK orders to ensure delivery in accordance with the selected date.

For international orders, orders will be sent via Fedex Standard or Fedex Priority shipping in accordance with what option you select at checkout. Delivery times range from 3-5 working days. Please note that international orders will be subject to processing by local customes authorities. The time in which customs authorities process shipments is outside of our control so please take this into consideration when completing your order.

Dispatch of orders including bakery items may experience delays beyond our control.

If you have any special delivery requirements, please contact us and we will do our best to try and accommodate your needs.

When do additional charges apply?
Orders shipped to territories outside of the UK may be liable for customs duties and import taxes upon arrival. These charges are determined by the customs authority and are payable by you, and not us. We suggest contacting your local customs office if you are unsure of the taxes and customs fees that will be applied. If import taxes and duties are not paid on arrival and the shipment is refused by the receiving authority, the shipment will not be returned to us but destroyed. We are not responsible in any way and a refund will not be issued.

How long do customs take to process my order?
Time varies but generally we are seeing that many international parcels are taking around 30 days to be processed by customs authorities. We have no control over this process, nor the conditions in which products are stored once they have left our premises, so please keep this in mind when placing orders for perishable items or goods with a short 'use by' date.

What products are available for international delivery?
Each territory that we ship to outside of the UK has different import restrictions, so unfortunately we cannot ship all of our products worldwide. Please consult the customs regulations in your country/region before ordering to check whether any restrictions apply, particularly in regard to alcohol (including hampers containing alcohol), animal food products, and spices. If a customs authority rejects your order, it will not be returned to us but destroyed. We are not responsible in any way and a refund will not be issued.

Please see below for an indicative list of territories and their restrictions (although please note, this is subject to change):

Territory

Restrictions

Austria

All dairy products

Bangladesh

All food and alcohol

Belgium

All perishable and non-perishable food

Canada

Personal shipments of alcohol. Food containing partially hydrogenated oils and gift baskets containing meat

China

Meat and offal. Vegetables

Czech Republic

Gelatine. Tuna. Foodstuffs (containing products of animal origin)

Egypt

Honey

France

Fruit. Vegetables

Germany

All meat and milk products

Gibraltar

Flours and meals of animal origin

Hungary

Food and non-perishable (food-related products)

India

Food shipments with a shelf life of less than 60% or 3 months, whichever is less.

Jamaica

All perishable food

Kuwait

Alcohol. Dried Beef. Pork meat and fat.

Luxembourg

All perishable food

Macedonia

All perishable food

Monaco

Fruit. Vegetables

New Zealand

Eggs/foods containing egg products. Perishable food items (incl. sweets, snacks & pickles)

Portugal

All perishable food.

Spain

All perishable food. Beverages - including alcohol

Sweden

All perishable food

Ukraine

All perishable food

Vietnam Eggs


What are the delivery costs?
Our indicative delivery costs are set out below, but please note these are subject to change. Accurate delivery costs will be provided during the checkout process.

  • Standard delivery on orders to Mainland UK are sent via DPD at a flat rate of £5.50.
  • Next-day delivery on orders to Mainland UK are sent via DPD at a flat rate of £8.95. Orders must be placed by 9am for next-day delivery.
  • Our Meal Kits and Banana Bread are sent via DPD at a flat rate of £5.00.
  • Our Brownie Boxes are sent via DPD at a flat rate of £3.50.
  • All UK orders of 'Ottolenghi Comfort' are subject to free shipping. However, orders of 'Ottolenghi Comfort' containing additional items are not subject to free shipping. For pre-orders of 'Ottolenghi Comfort', all items included in your order will be shipped together from the 5th September 2024.
  • Shipping costs for orders to Northern Island, the British Isles and remote parts of Scotland will be quoted at check out and are sent via DPD.
  • Shipping costs for international orders will be quoted at check out and are sent via FedEx International.

When are Meal Kits, Banana Bread and Brownie Boxes dispatched?
Meal kits, Banana Bread and Brownie Boxes will be delivered on the selected Friday as specified by you during the checkout process. Someone will need to be available at the delivery address at the delivery time to receive the order. Due to the perishable nature of the items, our courier is unable to make additional delivery attempts. In the event of non-receipt, the perishable items will be subject to disposal.

Are there age restrictions on ordering alcohol?
Yes. You need to be over the age of 18 to order alcohol in the UK. Please note that some of our hampers contain alcohol so please check the contents before placing your order.

Can I send someone a gift?
We often send gifts on behalf of our customers, but please check that someone will be present at the delivery address you have provided. In the case of international gifts, there can occasionally be issues with customs clearance, in which case we may need to contact the recipient.

Can I alter my order after it's been placed?
If you need to change your billing or shipping address while your order is still being processed, please contact us by email at shop@ottolenghi.co.uk quoting your name and order number and we will amend your personal details.

What do I do if my goods are damaged?
We pack our products with care and hope you receive them in perfect condition. However, if your order is damaged on receipt, we will either replace it or give you a full refund. Please contact us as soon as possible (see our Contact page for details). Please note, in some cases we may require evidence of the damage.

What payment methods are available?
We accept Apple Pay, Google Pay, PayPal, and all major credit cards. Requests for payment by bank transfer may be considered on a discretionary basis, with a decision being made in our sole discretion.

How do I select my delivery date when paying using Apple Pay or Google Pay?
If you pay for your order using either of these options, you will not have the ability to choose your preferred delivery date. Instead, the first available delivery date will be selected for you by default. If the first available delivery date is not convenient for you, we recommend you place and pay for your order using the other options available.

I have not received an order confirmation email, what can I do?
Please contact our customer service team at shop@ottolenghi.co.uk who will be able to help.

 

Restaurants and delis

What do I do if I have an allergy or intolerance?
When placing your reservation, please flag your allergy or intolerance by leaving a note. We will always do our best to accommodate your needs, but unfortunately, we can never guarantee the absence of cross-contamination. In some cases, we may have to decline a reservation if the allergy is severe and we feel a guest might be at risk.

Do you serve non-dairy alternatives?
Yes, we offer dairy-free options and alternatives, both in our restaurants and delis.

Can I bring in a celebration cake?
Yes, however this may be subject to a small 'cakeage' fee per person. We can provide you with further details on request.

Are your venues available for private hire?
Some of our venues are available for private hire, or semi-private hire, depending on availability. Please contact us for more information.

How can I amend my reservation?
Online (through your reservation link), in person, via email, or via phone.

Do you accommodate walk-ins?
Yes. All of our restaurants accommodate walk-ins as well as reservations. Please note some of our venues operate as walk-in only.

What is your cancellation policy?
It depends on the venue and the party size. We have a 24 hours cancellation policy for bookings of 9 guests and below and a week notice for parties of 10 guests and above. We require credit card details to secure your reservation. Cancellations outside of the policy timing may incur a cancellation fee.

How long will you hold a reservation for?
We hold reservations for 15 minutes. If you're running late please let us know. Where possible, we will call you to check you're still joining us. If we’re not able to reach you, we will hold the reservation for a further 5 minutes before releasing the table and sending a no show/cancellation message. Please note that 'no shows' will incur a late cancellation fee.