Frequently Asked
Questions

Ordering closes on Tuesdays and Fridays at 6pm, and reopens on Thursdays and Sundays at 6am.

Orders are delivered on Thursdays and Sundays between 11am and 1pm.

The delivery date is displayed on the landing page and updated automatically.

Orders placed after order cutoff time are processed for the next available delivery window. e.g. if you order after Friday 6pm, your order will be processed for the following Thursday delivery window.

Yes — orders can be changed or cancelled up to 6pm on the Friday before the delivery date.

Orders are delivered directly to your door.

Orders can be collected from flat A6/3 at any time on the delivery day.

In exceptional circumstances orders may be cancelled or postponed. If cancelled, you will receive a full refund.

Yes. We are a community service exclusively available to residents of 20 Clyde Place.

We need to verify your residency to confirm eligibility and ensure your order is delivered to the correct address.

Yes, you can sign up as soon as you move in.

The menu is published every Sunday at 6pm.

Each menu features 10 meals across a variety of cuisines and dietary requirements.

Unfortunately not — the menu is fixed and cannot be changed.

Meals will keep in the fridge for up to 3 days.

Yes, meals can be frozen for up to 6 months.

Most meals can be reheated in either a microwave or oven. Some meals are oven-only and some are microwave-only — always follow the instructions on the packaging.

Follow the reheating instructions on the packaging for best results.

We source from a variety of suppliers, including local farmers markets and organic farms.

All of our meals are freshly prepared — never frozen.

All allergens are clearly labelled on the menu page and on the packaging of each meal. Please read these carefully before ordering.

Unfortunately not. The menu is fixed and we cannot make substitutions or modifications for individual dietary needs. But each menu is designed to be as diverse as possible, so there is always something for everyone.

Yes. All meals are prepared in a kitchen that handles nuts, gluten, and dairy. If you have a severe allergy, please see the question below.

Due to the nature of our kitchen environment, we cannot guarantee the absence of any allergen. If you have a severe or life-threatening allergy, we strongly advise against ordering from us.

All packaging is made from high-quality, food-grade materials.

Yes — all packaging intended for oven use is oven safe. Check the label for the correct temperature range.

Yes, all packaging is recyclable.

Rinse containers and place them in your recycling bin.

We accept all major credit and debit cards, as well as Apple Pay, Google Pay, and WeChat Pay.

Yes. All payments are processed securely via Stripe and your card details are never stored on our servers.

You are charged at the point of placing your order.

Yes. Please contact us at info@thektchn.co.uk and we will do our best to resolve the issue.

Yes — the minimum order value is £30.

Yes — delivery is always included in the price of your order.

Auto-Delivery is an optional subscription that automatically selects and charges the chef's weekly selection to your saved card each ordering window — no action needed from you.

The charge varies week to week depending on which meals are in the chef's selection and their current prices. There is a minimum order value of £30. You'll always receive an email confirmation with the exact amount before delivery.

You can enable Auto-Delivery in two ways: toggle it on at the checkout screen when placing an order, or set it up at any time from the Auto-Delivery section on your profile page.

Yes — from your profile page you can choose to auto-charge Thursday deliveries only, Sunday deliveries only, or both (Thu + Sun).

Yes, you can pause or cancel at any time from your profile page. Pausing prevents charges for future windows without cancelling your subscription. Cancelling removes your saved card and stops all future auto-charges.

Yes, but each ordering window is already fulfilled by your Auto-Delivery subscription. Placing a manual order on top would result in two separate charges for the same window, so you'll be shown a reminder at checkout to confirm this is intentional.

Yes. Card details are stored securely by Stripe and never held on our servers. Only a reference to your saved payment method is stored.

Click the 'Forgot Password' link on the login page and we'll send you a reset email.

You can update your details from the 'Edit Details' section on your profile page.

Check your spam or junk folder first. If the issue persists, contact your email provider or reach out to us directly.

You can delete your account from the 'Delete Account' option on your profile page.

We use your personal data solely to provide and improve our service. For full details, see our Privacy Policy.

Contact us at info@thektchn.co.uk and we will resolve it as quickly as possible.

Please don't open it. Contact us immediately at info@thektchn.co.uk and we will arrange a replacement delivery.

Get in touch at info@thektchn.co.uk and we will make it right.

The menu changes every week, with a full seasonal refresh to reflect the best available fresh ingredients.