Why haven’t I received a confirmation email for my order?
We’re sorry about that! We found that sometimes our confirmation emails find there way into people’s junk/spam folders, so please do check their first.
If you still have no luck, please email the team on firstname.lastname@example.org with your surname and postcode, or order number and we will be able to help you.
How soon do I need to consume by food box after receiving?
Following standard Friday or Saturday delivery of your food box; we recommend that you consume your menu by Sunday evening. You will receive cooking and serving instructions in your food box as well as via email (don’t forget to check your spam/junk folders if this email does not appear in your primary inbox).
Do you cater for dietary requirements?
Aside from our vegetarian menu, we are currently unable to accommodate for any other dietary requirements.
Allergens are always listed on each product page, and for any specific allergen information, our customer care team are happy to help.
What menus can I purchase, and how much do they cost?
We offer a variety of menu options to suit a variety of tastes. Prices start at £59, and all our menus serve two people.
Unfortunately, we are currently unable to swap courses between different menus.
Where is my delivery?
Once your delivery is en route to you, you should receive tracking information directly from DPD, where you can track it here. If there are any issues, please do contact our Customer Care team who will be able to help.
Do you offer collection from one of your restaurants?
Unfortunately, we cannot accommodate collections.
How are food boxes delivered?
Made In Oldstead boxes are delivered in wool-insulated chilled boxes by our third-party courier DPD, between 7.30am – 7.30pm on the day of delivery.
While we aim for delivery of all our food boxes on your selected delivery date, this cannot be guaranteed. We work with a third-party courier and cannot be held responsible for any delays outside of our control. If delivery cannot be made on your selected delivery date, DPD will attempt to make a delivery the next day.
We will always aim to contact you where possible to let you know and take steps to minimise the delay.
Why can’t you deliver to my area?
Currently, DPD can deliver to UK mainland, however this unfortunately excludes Northern Ireland, anywhere in the Scottish Highlands, Islands and Borders as next-day delivery is unavailable. We are sorry for the inconvenience.
Please contact our customer experience team to find out if our courier ships to your postcode area by emailing: email@example.com
How are drinks, books and other non-food items delivered?
These items are sent out using the Royal Mail Tracked 48 Service.
Orders placed before midday (Monday-Friday, excl. Bank Holidays) will be dispatched on the same day. Orders placed after midday will be dispatched the next working day. Royal Mail aims to deliver all Tracked 48 post in 2-3 working days.
Please note a signature will be required on delivery.
How are gift vouchers delivered?
What if I’m not home to receive delivery?
If you are not home when your delivery arrives, DPD will attempt to leave it in a safe place.
Preferred “safe place” information can be added for your delivery driver’s reference via the link in the delivery notifications sent to you by DPD directly. Please note: “safe place” information added to your Made in Oldstead order will not be received by DPD drivers.
Why does my tracking say delivered, but it hasn’t?
We’re really sorry to hear this! Please check the following first:
– Is the address you’ve inputted definitely correct?
– Has your box been left somewhere out of sight in a safe place?
– Has your box been left with a neighbour?
– Has the DPD driver, or tracking info left any more details on where it was left?
If you’re still having issues, please contact our Customer Care Team along with your delivery details and we will ensure this gets resolved.
Do you accept Amex?
Unfortunately, we do not accept Amex as a payment method.
How do I redeem a gift voucher?
Redeeming one of our gift vouchers couldn’t be easier. Choose your menu and proceed to checkout. When prompted you’ll be able to enter your unique voucher code into the box.
Please note, if you are using one of our old Signature menu vouchers, any optional extras such as alcohol, will have a remaining balance that will need to be paid.
We no longer offer Classic Weekend Box vouchers, but if you still have one to redeem, please contact firstname.lastname@example.org and someone will help you.
I have an issue with my product, who can I speak to?
We’re really sorry to hear this. Our Customer Experience team is on hand Monday to Saturday from 8.30am – 5pm to answer any queries you may have and they can be contacted by emailing: email@example.com
How can my food box packaging be recycled?
Information on how to recycle and re-use your packaging is available here.
Can I freeze the contents of my food box?
We do not recommend you freezing any contents of your Made In Oldstead menu.
How long are gift vouchers valid for?
Gift vouchers are valid for use within 12 months from the date of purchase. The exact date will be shown on your voucher.
How do I buy Banks Brothers wine?
You can purchase Banks Brothers wine as an add-on to one of our Made In Oldstead menus when checking out. However, if you’d like to purchase a larger order, or an order without a Made In Oldstead box, you can do this via the Banks Brothers website.
I’m having issues using your website
We’re sorry to hear that! Please check the following first:
– Is your internet connected to a strong 4G or Wifi network?
– Have you field in all required fields for checkout?
– Are you using the latest version of your online browser or app?
If you’re still having issues, please contact our Customer Care Team and they can help you. So we can help as quickly as possible, please give us as much information as possible with what you’re experiencing – for example error messages, the type of device you’re using, or any screen grabs.
How do I unsubscribe from your newsletter mailing list?
You can update your preferences, or unsubscribe completely from our mailing list, here.
Can I use Black Swan and Roots vouchers to purchase something from Made In Oldstead?
Unfortunately, we do not accept any restaurant vouchers for use on Made In Oldstead products.
How often do you release new food boxes?
You will find new menus available to purchase on the Made in Oldstead website every month, often on a 4-weekly basis. A great way to keep up to date with all our new food box and product releases is to sign up to our Newsletter.
Can I order an "add-on" product without a food box?
Add-on food products can only be purchased alongside a food box. However, other merchandise items can be purchased on their own here. If you already have a food box order in place and wish to add to this order, please email: firstname.lastname@example.org and our Customer Experience team will gladly look into this for you.
Where are my serving instructions?
You should receive an envelope containing your serving instructions in your food box. There’s also digital copies available to view on our website – click here for our full weekly menu hub.
Can I use my Made in Oldstead voucher towards multiple purchases?
Absolutely! Made in Oldstead vouchers can be used towards payment of food boxes, drinks and merchandise at www.madeinoldstead.co.uk. If you don’t use your voucher’s full balance when you place an order, the remaining balance will be available to use again as long as it is used within the vouchers expiry date (12 months from purchase date).
Can I contact you via telephone?
We do not operate a telephone service. However, our Customer Experience team is on hand to assist you via email Monday to Saturday 8.30am to 5pm and they can be contacted by emailing: email@example.com
Can I cancel my order?
Food box orders are non-transferable and non-refundable. However, if you have any queries about your order, please email: firstname.lastname@example.org and our Customer Experience team will gladly assist you further.
How do I return a product?
If you have purchased a non-perishable item from our shop, please email: email@example.com and our Customer Experience team will assist you further. Return shipping costs apply and are dependent on the shipping provider you choose.