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Ordering, Editing & Cancelling

All our orders go through our online ordering system. Simply register an account and then add the items you need to your basket choosing the date & time for delivery at checkout.

You can place your order as far in advance as you like with the freedom to edit & cancel up to the cut off time without charge!

You can order most items right up until midnight for next day delivery Monday - Friday. Some items require more notice but this will be stipulated on the product details.

We cannot guarantee same day delivery. To guarantee your booking please order before the cut off time. Sometimes we are able to accommodate same-day orders if we have availability. Please contact us as early as possible to see if we are able to accommodate.

Yes! You can edit your orders up until the cut off time by clicking into 'My Account' when logged in. You can edit items, delivery date, time & order instructions from here. Orders cannot be edited on the day of delivery.

This depends on the items ordered. If you ordered an item that takes more than a day to prepare then your cut off will be based on this product. If no products of this nature are on your order you will have up until midnight to make edits to orders being delivered next day.

Yes! You can quickly and easily re-order an old booking from within the 'My Account' section when logged in. Simply find the order in your order history, click edit & then click re-order to add all the items to your basket quickly and easily. The only time this may not be possible is if a product has been discontinued.

Of course! You can cancel your order up to the cut off time quickly & easily from within the 'My Account' area when logged in. You will be emailed a cancellation confirmation when this is processed. There are no charges to cancel an order within the cut off time. You cannot cancel orders on the day they are due to be delivered.

Delivery & Collections

Use our postcode checker tool on the homepage to check if we can serve your area.

Delivery is free between 06.00 – 15.00! We charge £20.00 + VAT for delivery between 15.00 – 17.00 & £30.00 + VAT for delivery between 17.00 – 19.00.

We have a minimum order of £300 + VAT for weekend deliveries. We also require minimum 2 days' notice.

Our minimum order for delivery is calculated based on your postcode in relation to our production kitchens. Travelling in London has its costs and rather than charge a delivery fee every time we come to you we just ask that your order is over a certain amount.

We track all of our vehicles so can give you a real time update of your drivers location. Simply contact us if you have any questions at all.

Unfortunately, in London delays can occur, whether it is traffic, road closures or a driver getting stuck in a lift on another delivery (its happened!) We will always try to keep you updated if there are delays to your order and our 2 hour delivery windows are designed to ensure we get there in plenty of time. If we are late however, please contact us and we will do our best to compensate.

Firstly, your food is all made on the day of delivery so it is as fresh as possible. Then we load it into our fully refrigerated fleet of vehicles where it is temperature controlled all the way to you. It is also packaged in sealed containers to guarantee freshness!

Accounts

To place an order with us, you'll first need to create an account with us. To do this, navigate to our registration page. You'll need to enter a few basic contact details to get started, and then you are good to go!

Billing

We accept all card providers including Amex.

If paying by card, the amount is taken on the day of delivery. The card is authorised in advance to ensure the card is valid with enough funds.

Invoices are automatically emailed on the day of delivery to the email address selected on registration. If you are missing or require a copy please email accounts@franksexpress.com

If you have paid for your order by card, the refund will go back onto the payment card used to purchase the order and should appear on your bank statement within 3-5 working days. If the order was paid on account, a credit note will be issued.

Packaging

We deliver your items ready to serve and well presented in sealed containers. Simply take off the lids are you are good to go!

Yes, we use biodegradable platters with lids made from recycled plastic that can be recycled. All our cutlery & napkins are compostable.

Yes, we label our platters as to whether they conform to a dietary requirement. For example, if a platter is suitable for vegetarians, it will be labelled Vegetarian.

General

We can cater for small meetings of 4-6 people right up to large conferences of hundreds of people.

Our food is freshly prepared in busy kitchens that handle allergens, so unfortunately we can't guarantee that our food are 100% allergen free.

We have had to limit our menu in order to maintain social distancing in our kitchens ensuring we conform to government guidelines. We hope to offer our full range soon.

We are working with a reduced team to ensure we can maintain social distancing in our kitchens. All staff members are issued with PPE on site and we have set up hand sanitizing stations at all entrances to the premises. Staff are required to report any symptoms or contact with persons with symptoms.

For a full breakdown of the gvernment guidlines we are adhering to please see the below link: https://assets.publishing.service.gov.uk/media/5eb96e8e86650c278b077616/working-safely-during-covid-19-restaurants-takeaway-delivery-240520.pdf