FAQs

Discover the most frequently asked questions we receive at Hand Picked at Home here or please send us an email team@handpickedathome.co.uk if you cannot find what you are looking for. 

About Hand Picked at Home

What is Hand Picked at Home?
Hand Picked at Home offers restaurant-quality meal boxes and products for delivery or collection from our kitchens to yours. Our chefs use the finest seasonal ingredients to prepare delicious food for you to finish and enjoy at home.

Our Food

Do the meals arrive pre-prepared or do I need to cook them?
All our Hand Picked at Home meals are packaged individually and those being delivered to home addresses are refrigerated in transit. Meal boxes require some element of finishing at home and simple, step-by-step instructions are provided.

Are your meal boxes gluten-free, vegan or suitable for other allergies or intolerances?
We have dedicated vegan meal boxes as standard on our menu and selected boxes and products can be made gluten or dairy-free where indicated.

What is the shelf life of our food?
Hand Picked at Home meals should be kept refrigerated and consumed with 24 hours of receipt. If you have ordered a meal box delivery or a Click & Collect meal to reheat at home, cooking and plating instructions will be provided.

Where can I find a list of ingredients?
Each meal box includes a list of ingredients and allergen information. Full details are included on our website.

Ordering 

How do I place an order?
The quickest way for you to do this is simply browsing our meal boxes, adding the items to your basket and use the online check out to complete your order.

What order options are available to me?
Hand Picked at Home offers delicious meal boxes for home delivery across mainland Britain. Items are chilled and carefully packaged with delivery by our specialist courier, DPD. Cost of delivery is £6.50. If you have a Hand Picked Hotel close to your home, our Click & Collect service is also available for you to pick up your meal box from the property at a pre-selected time.

Do you require a minimum spend?
Yes,there is a minimum spend of £35 per order for meal box deliveries. There is no minimum spend for Click & Collect orders.

How far in advance can I place an order?
As we use seasonal ingredients in our dishes that change regularly, we can only accept orders up to 4 weeks in advance.

What is your policy regarding alcohol?
You must be over 18 years old to purchase alcohol from our website and you will be asked to confirm your age before you checkout. On collection or delivery of your order, you may also be asked to verify your age. More information can be found in our terms and conditions.

Can I use Hand Picked Gift Vouchers to order Hand Picked at Home?
No, we are afraid not. Hand Picked Hotels’ gift vouchers can only be redeemed for experiences enjoyed in our hotels. 

Can I earn Hand Picked Hotels’ Privilege Rewards when I purchase Hand Picked at Home?
Privilege Rewards points can only be earned for stays and dining experiences enjoyed in our hotels. This excludes Hand Picked at Home deliveries, click and collect and takeaways.

What if I change my mind about my order?
For meal boxes requiring delivery, you have the right to cancel an order if you notify us before midnight 4 days before the requested drop off date. For example, if you have ordered for delivery on Sunday and then change your mind or decide for any reason that you do not want your order, you can notify us of your decision and cancel your order before 5pm on the Wednesday before that Sunday. We agree to cancel your order and will not charge you for it. You can contact us to cancel or amend your order via team@handpickedathome.co.uk. If you have ordered using the Click & Collect service, you have the right to cancel an order if you notify us before 4pm the day before the requested collection date.

Deliveries 

When will my order arrive?
Orders for meal boxes must be placed before 2pm Monday - Friday to be delivered by midday two days later. Note Saturday and Sunday deliveries will be made before 4pm. Our à la carte meal box items ordered by 2pm will arrive by midday three days later. Note Saturday and Sunday deliveries will be made before 4pm.

Where do you deliver?
We deliver meal boxes throughout mainland Britain. Delivery is not available to Scotland, Northern Ireland, The Isle of Man, The Isle of Wight, The Scilly Isles or the Channel Islands.

How much do you charge for delivery?
Delivery is priced at a fixed fee of £6.50 per delivery.

How can I track my order?
You will receive confirmation of your order via Hand Picked at Home. Your order number and details of your delivery journey will be emailed - tracking your delivery can be done via the DPD app.

What happens if I am not at home to receive my order? 
DPD will send you notification of when you can expect your delivery. As your order contains perishable items, it is your responsibility to ensure suitable plans are in place for your delivery to be accepted, should you not be at home. DPD will provide you with options for you to choose if your parcel should be left with a neighbour or in your designated safe place.

What happens if my order does not arrive?
Alongside our partners at DPD, we will make every attempt to deliver your order and you will be notified at each stage. Should your order not arrive, please contact our team as soon as possible via team@handpickedathome.co.uk.

What happens if my order arrives damaged?
Our packaging is robust, safe and secure. We trust our partners to deliver your items in good condition, but should items in your package be damaged on arrival, please notify our team as soon as possible providing photographs of your damaged goods and a description of the damage. Please contact team@handpickedathome.co.uk and we will come back to you.

What happens if my order is incorrect or any items are missing or incorrect?
In the unlikely event of your order arriving incorrect or with items missing, please let us know as soon as possible via our customer services team team@handpickedathome.co.uk and we will come back to you.

Collections 

When can I collect my order?
When you place your Click & Collect order you’ll choose a date and collection time as part of the check-out process. Orders placed by 4pm can be collected from 12noon the following day at the earliest if this time slot is selected.  Collection slots between 12noon and 9pm every day are available to reserve.

Can I place an order for a collection date in the future?
Yes, our website will allow you to schedule a collection date for up to four weeks ahead.

Are there any days when collections are not available?
Unfortunately we are unable to offer meal boxes for collection on Christmas Day, Boxing Day, New Year’s Eve or New Year’s Day, unless stated.

What happens if I do not collect my order at the confirmed time?
As your order contains perishable items, it is your responsibility to ensure suitable plans are in place to collect your order at the confirmed time. If you are unable to make collection, please contact us as soon as possible in advance of the collection slot via team@handpicked.co.uk. We will dispose of any uncollected meal boxes at the end of each day.

What happens if my order is incorrect or any items are missing or incorrect?
In the unlikely event of your order arriving incorrect or with items missing, please let us know as soon as possible via our customer services team team@handpickedathome.co.uk  and we will come back to you.

Feedback or Queries

How can I contact you, should I need to discuss an element of my order?
We love hearing from our diners! Should you wish to contact us, please email team@handpickedathome.co.uk and we will respond as soon as possible. Alternatively please call our Customer Services on 01732 471 021  – lines are open between 9am and 5pm Monday to Friday.