FAQs

  • What if I have an allergy, intolerance or preferences?

    Allergies, Intolerances and Preferences

    Please let us know by leaving a comment, if you have a food allergy, intolerance or if you wish to remove anything. We may not always be able to accomodate all preferences.

    ***If you have an allergy***, please leave a comment, unfortunately, we are unable to accommodate any allergies because our food is prepared in areas where allergenic ingredients are present. Please note, even if you inform us of your allergy, we cannot guarantee our dishes to be 100% free of these ingredients/allergies because our kitchens handles all ingredients. Our dishes may contain the following including but not limited to: Nuts/peanuts, celery, fish, egg, milk, molluscs, soya, sulphur dioxide, mustard, cereals containing gluten, crustaceans, lupin, sesame seeds. 

  • I am having issues with placing my order?

    For security reasons, your address and post code of your card details must match your billing details when you place your order.

  • Will I get my order at the time shown?

    All times shown are only estimates of the earliest time you will get your order and not guaranteed. You may experience additional waiting time during peak time.

    This is because our food is made fresh to order. For deliveries, we only cook your food moments before it leaves the store, not when you place the order. For collections, we only half cook your food before you arrive and half cook your food when you arrive. 

  • What do I need to bring when collecting my order?

    • Please bring your Order Acceptance email on your phone or printed and a form of ID or the payment card. The names on the email must also match your ID or payment card.
    • Collection times are not guaranteed and maybe subject to delays during peak time. We only half cook your food and finish cooking when you arrive, this is to prevent food from going soggy or runny quickly.
  • What do I need to bring when my delivery arrives?

    • You maybe asked to present your Order Acceptance Email and payment card to our delivery driver.
    • Your order is cooked only moments before it leaves the store, not when you order. Therefore, times shown are estimates and not guaranteed.
  • Can I change my order once it's been placed?

    We might not able to change the order without cancelling the order first. Please phone the store directly on 01475 722224 and we can advise.

  • Online prices

    Some of our online prices may or may not differ from our paper menu to cover our costs for providing the online service. All of our special offers, discounts and online exclusives are only available to online customers.

  • Will I have to pay for a carrier bag?

    Scottish Government carrier bag charge is included in the price.

  • Will my food look like the pictures?

    Please note, all pictures are for illustration purposes only.

  • Terms and Conditions

    • Our decision is final.
    • All timeframe given are estimates and not guaranteed.
    • We reserve the right to withdraw or change any special offers, dishes, promotions and discounts without any prior notice.
    • Prices and special offers may change at any time.
    • Special offers, prices, dishes are only available at the time the post was posted and also subject to availability.
    • Customisations may only be available online.
    • Special offers are only available online.
    • Pictures are only for illustration purposes only.
    • Customers who order a delivery and fail to answer their door and phone calls will not be eligible for a refund.
    • Customers who do not collect their collection order will not be eligible for a refund.
    • We reserve the right to refuse customers/cancel customers orders if anyone is abusive or rude towards our staff. 
    • We reserve the right to cancel the order if we suspect any fraud or suspicious activity.
    • It is the customer’s responsibility to inform us if they have any allergies because unfortunately we will be unable to accommodate any allergies.
    • It is the customer’s responsibility to inform us if they have a preference and wish to move a specific ingredient. Please note we may not be able to accommodate.
    • Any delivery of collection times are not guaranteed.
    • Any gift vouchers or discounts we give to customers, we reserve the right to change or withdraw these gift vouchers or discounts at anytime without prior notice.
    • All vouchers/discount code are one time use only.
    • Customers must use their gift vouchers/discounts before the specified expiry date.
    • Gift vouchers/discounts can only be used by the specified person outlined in the voucher. 
    • We reserve the right to change the Jade Club | Invitation Only Club at any time without prior notice.
    • We reserve the right to remove members from Jade Club | Invitation Only Club at any time for any reason without prior notice.
    • Special offers/discounts/vouchers cannot be used in conjunction with each other.