We're here to help
We understand that you might have questions from time to time, that’s why we put together this helpful list of our most commonly asked questions below.
If you still can’t find the answer you’re looking for then just drop us a quick message and we’ll get back to you asap.
Frequently asked questions
Firstly you’ll need to register and create an account with us. To do this please use the ‘Log In / Register’ tab and use the prompts provided to Register.
Once you've done this you will be able to add your child/children on the next screen. A link to set a password will be sent to you via email. If you're waiting for an email from us don't forget to check your junk or spam folders.
Once you've added your child or children, you'll be able to place your order with us.
To do this click on the ‘Place New Order’ tab from the menu. Choose which school your child attends from the list and then choose the child you wish to order for, ensuring the tick next to their name turns green. A menu will then appear below so that you can select a hot meal and dessert or just a packed lunch (which already includes a dessert). You will need to only order for one child at a time. You can change your mind before progressing simply by clicking on a different option or to remove a choice just click again on the meal you wish to remove and the green tick will disappear.
Once you are happy with your choices scroll to the bottom of the menu page and check that the correct payment option is selected for your child as follows:
Children in Reception/Year 1 and 2: Our system automatically recognises that these age groups are entitled to Universal Infant Free School Meals and you will not be charged once you place your order
Children in Pre-School and Years 3/4/5/6: Children in these age groups need to have their meals paid for unless they are entitled Free School Meals which can be selected by parents at the bottom of the Menu Page. Please ensure you have authorisation from your childs school if you select this option as they will check that you are entitled. If you incorrectly select this, you are liable to reimburse the school for these meals.
Once you're happy with the above, you can now select 'Proceed to Checkout'. Now check through what you've ordered. If you spot a missed hot meal or dessert you can go back to the menu and make any changes you need to.
If you do not pay for your childs meals the total here will show as £0.00, if you pay for your childs meals, you will be given a total and you can enter your card details underneath the price. You can now select 'Place Order'. Please wait for the screen to refresh and your order should now go through.
You will be sent a confirmation email once you have completed your order. If you do not receive an email you HAVE NOT completed the order correctly/fully. The email will again list all the meals that you have ordered and the dates. We strongly suggest that you use these details to double check you have ordered both a mains and a dessert each day or a packed lunch. We also suggest that you print off the email or keep it so you can refer back to it at a later date.
If you have any difficulties at all we are only an email or phone call away. Contact us at firstname.lastname@example.org, or call 01905 422997 (8am-2pm weekdays).
For all parents who are required to pay for their children’s meals please go through the ordering process which will eventually take you to our payments page where you can pay securely by debit or credit card.
Your child is entitled to a free lunchtime meal each day if:
- They are in Years: Reception, One or Two - This means your child/ren’s school can access Universal Infant School Meals Funding meaning you can order a meal for your child at no cost and we will bill the school directly. When you order a meal our system is set to recognise when your child falls into a UIFSM year group and you won't be charged.
- They are entitled to a FREE SCHOOL MEAL - This is a means tested benefit and those child/ren eligible can have a free lunchtime meal every day. When you order a meal please select the 'This child is entitled to means tested free school meals' at the bottom of the Menu Page and when you proceed to the next page you will not be charged
We would politely ask that you do not order FSM unless your child/ren’s school has confirmed to you that your child/ren are entitled to this. Each month we send a list of all children whose parents have claimed free meals and the school then check this against their list. If you have ordered a FSM your child is not entitled to receive then you will be billed for this directly by the school. If you’re unsure of your children’s eligibility please do ask your school office and they will let you know.
Because all our food is prepared and cooked from scratch using fresh meat and homemade sauces and cakes, etc we do need some notice when you order. We use local suppliers with whom we need to place orders up to 5 days in advance. Some also only deliver twice a week. Therefore your order will need to be placed 5 days or more before the date you require the meal to be delivered. You can order as far in advance as you like providing that the menu is online allowing you to do so.
You can order a meal up to 5 days before the day you need it delivered.
Cancellations can be processed providing they are actioned over 48 hours before the meal is scheduled to be delivered. To cancel a meal select ‘My Orders’ from your account menu (upper right area of screen). Now select ‘View’ next to the relevant order. Choose the meal/s that are no longer required. For each day a main AND dessert MUST be cancelled together. If you have paid for the meals you will automatically be issued a refund within 24 hours which should show in your bank within 5-10 working days.
To change a meal choice, first follow the instructions to cancel the existing meal using the information above.
Now you need to select 'Place New Order' on the top right hand of the screen and place a new order. Remember to select a main AND dessert for hot meals or JUST a packed lunch. Don't forget you will still only be able to order with 5 days notice however you can cancel with 48 hours notice so be careful you don't cancel a meal which you might not be able to re-order.
Refunds can be issued on any orders provided 48 hours notice of the cancellation is given. Simply cancel the meal/s following the instructions above. If you've ordered a HOT meal you must ensure the main AND dessert are both cancelled together.
You don't need to do anything else as our system will automatically trigger a refund to the card which was originally used to make payment within 24 hours of cancellation. Your payment should be in your account within 5-10 working days. We are not permitted to keep any customer monies on account for future orders.
You can amend your child/ren’s details by signing into your account on our website and clicking on the person symbol. Select what you want to change, then following the prompts you can amend any of your details from here.
Yes, everyday we serve fresh cucumber sticks, carrot sticks and cherry tomatoes as well as freshly baked and sliced french bread in addition to the main meal and dessert options. These items are available everyday should your child wish to help themselves. We are told by our schools that these are incredibly popular – it’s great to hear that children are making these healthier decisions for themselves!
We feel that those children having the Jacket Potato Option should have the same variety as those choosing Option 1 or 2, therefore everyday we serve enough baked beans, tuna mayonnaise, cheese and butter so that children can choose which toppings and how many of each they’d like to have each day. In our opinion this provides a much healthier and filling option than giving children just the one topping. Don’t forget fresh cucumber and carrot sticks and cherry tomatoes as well as freshly baked bread are also available each day.
We want all children to enjoy a school meal regardless of any food allergies they may suffer from. We serve individual meals for children who have a food allergy, these meals are as close to the option you will have chosen for your child for that day but will not contain the allergy causing ingredient. When you order a meal for your child from this website, scroll to the bottom of the menu page and you’ll see an option that you’ll need to click if your child has food allergies. This will then show you the 14 different allergens that you can choose from. Select the one/s relevant to your child and then proceed as normal to check out. Back in our office and kitchens we will check if any of the meals you’ve ordered contain foods/ingredients that your child is allergic to and if so then we will send an alternative individual meal, clearly labelled, for your child for that day.