Before you get in touch with us, we might have your answer already! Don’t see what you’re looking for? Get in touch with us directly on Monday – Friday 8:30am – 5pm at enquiries@madeinoldstead.co.uk
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 under “cooking instructions” on the products you have bought.
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 enquiries@madeinoldstead.co.uk with your surname and postcode, or order number and we will be able to help you.
Does my food box have an expiry date?
You will find a use-by-date printed on the back of your menu card in your food box. However, following standard Friday delivery of your food box; we recommend that you consume your menu by Sunday evening.
Do you cater for dietary requirements?
Aside from our vegetarian menu, we are currently unable to accommodate any other dietary requirements.
Allergens are always listed on each product page for your reference. For any specific allergen information please email our Customer Experience team on enquiries@madeinoldstead.co.uk and they will happily assist you further.
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 vary depending on the menu but they usually start from around £60 and each menu serves 2 people unless stated otherwise – please check specific menu information at the time of purchase.
Can I freeze the contents of my food box?
We do not recommend freezing any contents of your Made In Oldstead menu.
I’m having issues using your website, can you help?
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 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 8-weekly basis. A great way to keep up to date with all our new food boxes and product releases is to sign up to our Newsletter by entering your email address on the main page of www.madeinoldstead.co.uk.
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 Friday 8.30am to 5pm and they can be contacted by emailing: enquiries@madeinoldstead.co.uk
We are closed Christmas Eve, Christmas Day & Boxing Day and New Year’s Eve & New Year’s Day.
Do you offer individual menus or can I swap courses from another menu?
All our menus offer servings suitable for 2 people. Unfortunately, we are currently unable to offer individual menu portions or swap courses between different menus. We apologise for any disappointment this may cause.
Where is my delivery?
We work with a third party courier, DPD and once a shipment is created for your order you should receive delivery notifications from DPD directly. DPD will usually allocate an estimated 1 hour delivery time-slot on the morning of your scheduled delivery (usually before 11am). Deliveries in Scotland may be made slightly later in the day. Using your individual tracking number, you can track your order here. If there are any issues, please do contact our Customer Experience team who will try to assist you further.
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 our food boxes to most UK mainland postcodes, 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.
If you are unsure if our third-party courier can deliver to your postcode area, please contact our customer experience team by emailing: enquiries@
How are drinks, books and other non-food items delivered?
Items purchased from our shop can be shipped with either Royal Mail Tracked 48 Service (£5) or DPD, Next -Day (£8).
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 in 2-3 working days. DPD aims to deliver Next-Working day.
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.
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: enquiries@madeinoldstead.co.uk and our Customer Experience team will gladly assist you further.
How do I return an item?
If you have purchased a non-perishable item from our shop, please email: enquiries@madeinoldstead.co.uk and our Customer Experience team will assist you further. Return shipping costs apply and are dependent on the shipping provider you choose. Unfortunately, we are unable to accept returns of food boxes or any other perishable items sold through Made in Oldstead.
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 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.
How do I contact The Black Swan at Oldstead?
You can find all the information you need at www.blackswanatoldstead.co.uk. For any reservation queries, please contact the team at reception@blackswanoldstead.co.uk.
How do I contact Roots York?
You can find all the information you need at www.rootsyork.co.uk. For any reservation queries, please contact the team at enquiries@rootsyork.co.uk.
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 Friday 8.30am to 5pm and they can be contacted by emailing: enquiries@madeinoldstead.co.uk
How do I unsubscribe from your newsletter?
You can update your preferences, or unsubscribe completely from our Newsletter by clicking “unsubscribe” located at the bottom of any newsletter email you have received from us.
How are gift vouchers delivered?
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 enquiries@madeinoldstead.co.uk and someone will help you.
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.
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.
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 my gift voucher expiry date be extended?
Our gift vouchers are valid for 12 months from the date of purchase and unfortunately, we cannot extend gift voucher expiry dates any further.
Can I use a Made in Oldstead voucher towards a meal in your restaurants?
Made in Oldstead vouchers cannot be used in our restaurants; Roots, York and The Black Swan, Oldstead. Vouchers are not transferable between businesses unfortunately.
However, Made in Oldstead vouchers can be used towards purchases of food boxes, drinks and merchandise via www.madeinoldstead.co.uk
