Frequently Asked Questions

What would you like to know?

What is Alistair Hugo at Home?

Oven/microwave ready dishes and premium food produce, delivered to your door.

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How does it work?

Dishes are delivered pre-prepared in individual packaging and refrigerated or frozen ready for cooking at home. All dishes can be either cooked in the microwave or in the oven.

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How do I place an order?

We only accept orders via the website, simply click ‘order now’ to start the process

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Where do you deliver to?

Currently we only deliver to postcodes within greater London

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How far in advance do I need to order?

We recommend placing orders as far in advance as possible. The website ordering process will inform the user of the next available delivery date.

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Is there a minimum order?

Most orders will have a minimum spend of £40 but this will increase the further out from central London you live. The user will be informed when they enter their postcode.

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What is the delivery charge?

Orders delivered within a 5 mile radius of our west London Kitchen will be free. Postcodes within the congestion charge zone or further away will incur a delivery fee. The user will be informed when they enter their postcode.

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Can I edit or cancel my order once it has been placed?

Orders cannot be cancelled or edited within 2 working days of the delivery date

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Do the meals arrive pre-prepared, or do I have to cook the ingredients myself?

Dishes are delivered pre-prepared in individual packaging and refrigerated or frozen ready for cooking at home. All dishes can be either cooked in the microwave or in the oven.

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How do I know how many people the dish will serve?

All dishes are clearly marked to show if there is a portion size option to serve 1 or 2 people. Simply select the portion size you require when ordering.

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What is the shelf-life of the meals?

All ready to heat meals have a shelf life of a of 3 days when kept in a fridge at 5c or below.
All frozen meals have a shelf life of 3 months when kept in a freezer at -18c or below

 

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Can I freeze my meals?

Apart from freezer meals which should be frozen as soon as delivered, we do not recommend freezing any other ready to eat products

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Are any of your meals Gluten Free, Vegan, or suitable for any other allergies?

You can view the allergen and dietary information of each dish by hovering your mouse over the symbols stated underneath each dish. All ingredient information can also be found on the food packaging.

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Will cooking instructions be included?

Detailed cooking instructions are on our packaging

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Are the ingredients sustainably sourced?

We have ethical and sustainable checks in place so we know the provenance of all produce delivered by our suppliers

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What is the shelf life for other food produce?

All packaged food items will have a shelf-life expiry date on the label.

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Can I select a delivery timeslot?

During the ordering process you will be asked to select a morning (0800-1300) or afternoon (1300-1700) delivery slot

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I haven't received my order confirmation email

Please contact us if you have not received an email confirmation of your order

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How do you deliver the meals? Are you COVID secure?

All of our meals our delivered by refrigerated vans or insulated packaging and chilled gel packs in order to keep your delivery fresh during transit. Drivers are wearing gloves when handling orders and are required to wash their hands before shift, after shift and between jobs. They wear a new pair of gloves for each delivery. Vehicles are washed and sanitized thoroughly at the end of each day. Where possible orders are delivered to customers with minimal to no contact.

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Can I recycle the packaging?

Yes our sustainable packaging is either recyclable or compostable

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Problems

If you have any concerns or complaints about the following issues below or anything else please ‘contact us’ and one of the team will be ready to help
My order hasn't arrived
I have received incorrect items
My delivery is missing an item
My delivery has arrived damaged
I'm not happy with the quality of the product

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Food Delivered in 48 hours