Frequently Asked Questions
When will my meal kit be delivered?
All meal kits can be delivered up to any time before 10pm on the nominated delivery day, by our partner DPD. You will be sent a more specific time slot by them nearer to the date of your order so that you can follow its journey. We recommend ordering for the day before you would like to enjoy your kit if you would like it for a specific occassion or mealtime.
Where is my order?
You can track your order through the DPD tracking number; this is included in your DPD dispatch email, which you should receive the day before your expected delivery date. If you haven’t received this email, or your kit should have arrived and it hasn’t, please do let us know by sending an email to email@example.com.
Does the kit contain allergens?
All allergen information can be found on ourdishoom.com/allergen-guide We make every effort to avoid cross-contamination, but sadly can’t guarantee that products are totally free from other allergens. We make every effort to avoid cross-contamination, but sadly can’t guarantee that products are totally free from other allergens.
What is the shelf life?
Our Naan Roll Kits should be enjoyed within 24 hours of you receiving them. Place all items in the fridge on delivery. Our Home Feast Kits and Biryani Feast Kits should be enjoyed within 48 hours of you receiving them. Place the items that require refrigeration (as specified on the label) into your fridge on delivery.
When may I have a kit?
Our first-class chefs are producing a limited quantity of kits each day, for delivery seven days a week. We need two days’ notice to prepare and deliver your kit. If the date you are hoping to select isn’t available, this unfortunately means we have sold out on that day. Deliveries will be made prior to 10pm on your chosen delivery date; unfortunately it is not possible to provide a more specific time slot, but DPD should provide tracking information the day before your delivery with more accurate timings. We’re unable to deliver on Bank Holidays.
Where do you deliver to?
We’re able to deliver to customers on the UK mainland (except Northern Ireland), with some exclusions in northern Scotland and Channel Islands, The Isle of Wight and The Isle of Man due to the transit time required. (Meal kits must be delivered to you the day after they’re collected, and some outlying areas can’t be reached by DPD within that time frame.) There is a postcode checker during checkout to allow you to see whether we can deliver to you.
Is it possible to collect a kit from one of your cafés?
Unfortunately not, our kits are prepared in our preparation kitchen in London and therefore we are unable to offer collection.
Is it possible to change my delivery address?
If it is two days or more until your delivery is due to arrive, we can change the delivery address for you. Please send an email to firstname.lastname@example.org and we’ll do our utmost to help.
How is the kit packed?
To ensure tip-top freshness, we prepare and pack kits on the same day as our shipping partner collects from us. They are then delivered to you the following day by overnight courier. Kits are sent with ice packs and Recycled Denim insulation (which is Vegan) to keep everything nice and cool on its journey. Please visit dishoom.com/recycling for information about how to responsibly dispose of the packaging.
I want to order for a party or large group; can I?
Absolutely, we are able to assist with group orders for orders 10 or more fresh kits, please visit store.dishoom.com/group-gifts to request a large order.
Can I make substitutions?
We are not able to offer any customisation or substitutions to our meal kits unfortunately due to the nature of the preparation process. It is possible to add optional extras as displayed on the product page, please see the product page for further details.
When will payment be taken?
Payment will be taken as you place the order.
What payment methods can I use?
We accept Visa, Mastercard, Maestro, AMEX, SagePay, ApplePay, GooglePay and Paypal. Dishoom Gift Vouchers cannot be redeemed on our online store, they are only for use in our cafés.
Do you ship to me?
Our Cookery Book, Coins, Incense, Calendar, Tea Towel, Vinyl LP and CD can be shipped globally, the shipping prices will be displayed at the basket stage. Our fresh products, products containing alcohol and food products are currently only available within the UK mainland (with some restrictions applying to Chilled Delivery to Northern Ireland, Highlands, Channel Islands, Isle of White, Isle of Man and some northern areas of Scotland). If you have any questions about deliveries, then don’t hesitate to drop us an email at email@example.com
Will I have to pay customs charges?
If we are delivering your order internationally and custom charges apply, then you will need to settle these charges. Unfortunately, your order won’t arrive until they are paid.
When will my order be sent out?
Our Meal Kits will be sent on your nominated delivery day, all other orders will be sent out on the same day the order is made, if placed before 1pm, Monday to Friday.
Is the shipping tracked?
Yes, indeed. All shipping is tracked, and you will receive an email from the courier service confirming dispatch which will provide you with a unique tracking number.
What if I don’t receive a confirmation email?
Please contact us on firstname.lastname@example.org
What if my order doesn’t arrive?
Please contact us on email@example.com and quote the order number from your confirmation email. We’ll look into it straight away.
My order was damaged, what should I do?
Please take pictures of the order as it arrived, including any packaging and close ups of the damage. Please do then send these to us on firstname.lastname@example.org and let us know the date the order arrived.
Can I change my delivery address?
We will always try to accommodate delivery address changes, but can’t guarantee this. Do let us know ASAP if you would like to change the delivery address.
Can I return or exchange my order?
Unfortunately, we can’t offer exchanges, but you have the option of returning your order within fourteen days of receiving it if you’re unhappy. Please email us at email@example.com with the subject line ‘Returns request’ and include your order confirmation number in the body of the email. If 14 days have gone by since your purchase was delivered, unfortunately we can’t offer you a refund and likewise if your order has obvious signs of use. We’d also need to ask for you to send a receipt or proof of purchase with any refund request. Please note we cannot accept returns for any of our fresh food products or meal kits.
Once we’ve received your return (and are happy that the order is still in lovely condition!) your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note, it might take a couple of days for your refund to land in your account. If it’s been a few days, then we’d recommend contacting your bank. If you still don’t have any luck, then do contact us at firstname.lastname@example.org
You’re very welcome to enter a different shipping address to the billing address, but unfortunately there is no gift-wrapping service though you may add a gift message.
How do I contact you?
You can email us on email@example.com and we will endeavour to respond to your email within 1-2 working days.
Can I buy your products in Dishoom cafés?
Yes, you can find a selection of our products in the cafés for sale, this includes the Cookery Book, Permit Room Collection, Dishoom Gift Coins and our Slip Disc Vinyl and CD, subject to availability. Please note these cannot be ordered online for collection in store or reserved for pick up.
Do you sell gift vouchers?
You can buy gift vouchers to redeem in our cafés here: https://www.dishoom.com/gifting/e-vouchers/ Please note these cannot be redeemed online or on our delivery services.