Frequently Asked Questions

What you need to know about ordering from Frank’s Express.
All you need to know about ordering from Frank’s Express. If your question isn’t answered below, call us on 0208 748 2574 and we will be happy to help!

Ordering, Editing & Cancelling

How do I place an order?
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.
How far in advance can I place my order?
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!
What is the cut off time for orders?
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.
Can I order for same-day delivery?
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.
Can I edit an order?
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.
What is the cut off time to make edits?
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.
Can I re-order the same items from a past order I enjoyed?
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.
Can I cancel an order?
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

Do you deliver to my area?
Use our postcode checker tool on the homepage to check if we can serve your area.
How much do you charge for delivery?
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.
Do you deliver at weekends?
We have a minimum order of £300 + VAT for weekend deliveries. We also require minimum 2 days' notice.
Why is there a minimum order for delivery?
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.
Where is my order?
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.
What if my delivery arrives late?
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.
How does my food stay fresh during delivery?
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!
When are collections made?
Collections for returnable items such as Thermal Boxes & Dispensers are usually made the following working day. Please keep the items safe until the collection.

Accounts

How do I create an account with Franks Express?
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!
How many people can I add to my account?
As many as you like! You can have multiple colleagues placing orders under one company name. Each user will have access to their own ‘My Account’ to view orders / edit & cancel. Each user will receive their own email correspondence so that you are not bombarded with irrelevant information.
How do I add or remove a user from my account?
To add or remove a user from your account, please send an email info@franksexpress.com with the name, mobile number and email address of the secondary user. If you have more than one delivery address saved on your account, we’ll also need to know which location this user is associated with.

Billing

Do you accept all Cards?
We accept all card providers including Amex.
Can we open a credit account for invoicing?
If you wish to open a credit account with us you will need to fill in a credit application form. These are available on request from accounts@franksexpress.com We will action a credit check and let you know within 24hrs the next steps. Our standard payment terms are 30 Days from receipt of invoice, and invoices are sent on the day of your delivery. These terms are negotiable with our accounts team on request.
When am I charged?
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.
How do I receive invoices?
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
When will I receive money back from a refund?
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

How is my food served?
We deliver your items ready to serve and well presented in sealed containers. Simply take off the lids are you are good to go!
Is your packaging environmentally friendly?
Yes, we use biodegradable platters with lids made from recycled plastic that can be recycled. All our cutlery & napkins are compostable.
Do you label your platters?
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

What is the maximum number of people you can cater for?
We can cater for small meetings of 4-6 people right up to large conferences of hundreds of people.
Do you cater for people with allergies?
Our food is freshly prepared in busy kitchens that handle allergens, so unfortunately we can't guarantee that our food are 100% allergen free.