Frequently Asked Questions
ORDERING
How do I order my meals?
Ordering is quick and simple. All you need to do is go to our 'Online Shopping' page and click on the 'Add to Cart' button to the right of each item you would like to purchase. When you've finished, click 'View Cart' at the bottom of the page and then 'Proceed to Checkout' to complete your order. If you prefer, you can telephone us on 0116 274 0222 and we will process your order.
How do I view and edit my online shopping basket?
You can view the items you have chosen to buy, by scrolling down to the bottom of our 'Online Shopping' page and clicking on 'View Cart.' You can also edit, add or cancel items you have selected. Once you are happy with your order, click on 'Proceed to Checkout' to complete your purchase.
Is there a minimum order?
There is no minimum order. However we do encourage our customers to consider the environment when placing their order. Ordering fewer items more frequently means more delivery trips, as a result causing more damage to the environment. Please help us by ordering all your meals together, thereby helping us to reduce our carbon emissions.
PAYMENT
How do I pay ?
Payment can be made two ways. If you choose to shop online then payment can be made through our Paypal service. You will be required to enter your debit/credit details or if you have a Paypal account then you will be required to sign in with your username and password, and payment will be taken via your account.
if you prefer to telephone us and place your order, then you will be required to give your debit/credit card details over the telephone. We will then take your payment via our merchant terminal.
We will not keep or disclose any of your personal & payment details to anyone.
DELIVERY
Is there a delivery charge?
Unfortunately there is a small delivery charge of £4.95 + VAT, due to the rising cost of fuel. This charge is applied regardless of the number of meals you purchase. Purchases over £50 will qualify for free delivery.
For delivery within LEICESTER (Postcodes LE1, LE2, LE3, LE4, LE5), we do NOT charge for delivery. The delivery charge will be added through our online payment service, however we will refund this before making your delivery.
Where do you deliver to?
We can deliver to anywhere in England. If you require delivery in Scotland or Wales, please contact us either via email or telephone us.
How will my meals arrive?
Your meals will arrive frozen, in special insulated postal pockets or boxes, with ice packs to ensure your meals reach you at the right temperature.
When do you deliver?
We deliver between 9am - 5.30pm Tuesdays- Fridays.
We do not deliver on Mondays, at weekends or on bank holidays. We are also unable to deliver the day after a bank holiday.
How long does it take for my order to be processed?
As long as you place your order before 3pm Monday - Thursday, you will receive your meals the following day. If you place your order after 3pm, then we can only send your order out the following working day, to arrive with you the day after. Please see our chart below:
DAY OF ORDER |
LATEST DELIVERY DAY |
Monday (Before 3pm) |
Following Tuesday |
Monday (After 3pm) |
Following Wednesday |
Bank Holiday Monday |
Following Wednesday |
Tuesday (Before 3pm) |
Following Wednesday |
Tuesday
(After 3pm) |
Following Thursday |
Wednesday (Before 3pm) |
Following Thursday |
Wednesday (After 3pm) |
Following Friday |
Thursday (Before 3pm) |
Following Friday |
Thursday (After 3pm) |
Following Tuesday |
Friday (Anytime) |
Following Tuesday |
Friday before a Bank Holiday Monday |
Following Wednesday |
Saturday (Anytime) |
Following Tuesday |
Sunday (Anytime) |
Following Tuesday |
What if I am not at home when you deliver?
If you are not at home, we will do our best to leave your order in a safe place. However, we cannot accept any responsibility for damaged or misplaced orders. If you know you are not going to be at the delivery address, please inform us of where we should leave your meals in our 'Additional Comments' box. If you forget, please feel free to contact us, or to leave a note on your door for the delivery person.
Can I specify the day I would like my delivery?
Yes just type your request in the 'Additional Comments' box. As long as you pick one of our normal delivery days (Tuesday-Friday) then there will be no additional charge. However if you would like delivery on a Monday, weekend or bank holiday, extra charges will be incurred.
What if my delivery doesn't arrive?
If your delivery doesn't arrive within a couple of days then please contact us so we can investigate the matter.
What if I have received the wrong meals?
Please contact us within 3 days of delivery. Keep the delivered meals in a freezer so we can then arrange for them to be collected and your correct order to be delivered.
What if I want to cancel my order?
Provided the order has not left us, the order can still be cancelled and your money will be refunded. However, if the order has left us (deliveries are picked up from us around 3pm) then unfortunately you will not be able to cancel your order.
PRODUCTS
Why are Tiffin Luxury meals different?
We have a simple philosophy. Homemade is always best. Fresh vegetables, fresh chicken, add herbs and spices and cook
over a slow heat. Just like we do today in our restaurant. That is why our Indian meals are so delicious!
How do I know how spicy each meal is?
Each meal has a chilli symbol next to it. One chilli indicates the meal is mild, whilst three chillies indicate the dish is spicy. There is a guide on the 'Online Shopping' page.
How do I cook my meal?
Our curries are microwaveable only. Just remove the outer sleeve, pierce the film a few times and place in the microwave for 3-4 minutes. Peel back the film, stir and re-cover. Heat again for 3-4 minutes until piping hot.
Our snacks require deep frying for 3-4 minutes or baking in the oven for 10-14 minutes.
Naan Breads arrive ambient. They can be heated by placing under the grill for a minute either side.
What if I don't have a microwave?
You can place our curries in a refrigerator overnight to thaw thoroughly. Once defrosted, pour into
a saucepan and heat on a cooker, stirring frequently, until piping hot.
Where are your vegetables sourced from?
We try and use fresh local ingredients as much as possible. Unless it's virtually impossible to get fresh local ingredients, then we may have to use a frozen alternative.
Where is your chicken sourced from?
All the chicken we use is 100% British Farm Assured Chicken, raised under Red Tractor standards.
Is your chicken Halal?
Yes our chicken is halal.
Where can I find nutritional information for each meal?
There is nutritional information on the packaging for our curries. If you would like to have this information before you make your purchase, please feel free to contact us.
What is the shelf life on your meals?
The shelf life is eight months.
Why are your meals frozen?
We blast freeze our meals because we believe there is no better method to preserve all the wonderful flavours and nutrients in each dish, without using artificial preservatives. Whilst frozen meals can sometimes have a bad name, they are in fact the closest thing to having a fresh meal. You get nothing but natural ingredients.
Freezing our meals also allows our customers to keep one or two in the freezer for those 'just in case' moments.
Do your meals contain any artificial preservatives or flavourings?
No we do not put any artificial preservatives or flavourings in any of our meals.
Where can I get allergy advice from?
We have indicated well known allergens in our dishes by each meal description. But if you have any further questions please do not hesitate to contact us.
How do I know which meals are suitable for vegetarians?
Any
products suitable for vegetarians are specified in the product description. Those accredited by The Vegetarian Society are indicated by their logo.
Is the packaging recyclable?
Yes both the sleeve and tray are completely recyclable.
How do I know my meals are made in a safe and hygienic environment?
Every manufacturer is given an identification number which means they have met all the necessary food safety regulations. In addition to having our identification number, we have every batch of food we make tested in a UCAS accredited laboratory to ensure every meal that leaves our premises is fit for consumption.
What is your complaints procedure?
In the unfortunate circumstances you are unhappy with any aspect of our service or products then you are most welcome to either email us or write to us within 5 days of delivery. We will do everything we can to resolve the issue.
How do I contact The Tiffin Food Company?
You can:
Write to us at Unit 3 Highcliffe Road, Hamilton Industrial Estate, Leicester LE5 1TY
Email us at info@thetiffinfoodcompany.co.uk
Telephone us on 0116 274 0222
