FAQs
PLACING AN ORDER
Yes, there is a minimum order value of £100 for all orders.
Your order cut-off time depends on what region of the UK you are based in: South-West (Tewksbury depot): 6pm London and the South East (Harlow depot): 6pm Midlands and East Anglia (Westcott depot): 6pm Scotland (Motherwell depot): 9pm The North and Wales (Nelson depot): 12am Please note that the cut-off time for prep orders is 4pm for next-day delivery. Any orders placed after this time will not be processed.
To add an item to your menu, simply click on the product and select 'Add to a menu' and choose the menu you would like to add it to. This will add the product to your menu. To view your menu, click 'Your Menu' or the menu icon to the right-hand side of the search bar.
You need a Wellocks account before you are able to place an order. If you already have an account and are experiencing issues when placing an order, please contact your BDM or our Chef Support team via [email protected] or 08444 993 444.
We deliver to most of mainland UK, excluding the Channel Islands, the Isle of Man and some Scottish islands. To check if we can deliver to you, please contact us at [email protected].
Our whole product range is now available to browse on this website. You are able to see the prices of all our products, either by searching for the product name in the search bar or by selecting your desired category on the dropdown menu and using the filters to specify what products you would like to see.
MY DELIVERY
If you place an order for the following day, our live stock system will allocate this stock for your order. If you place an order more than 24 hours before your delivery day, your order will be subject to availability.
To see the temperature of the van in which your goods were delivered, please go to your invoices and select the invoice for the desired delivery date. The van temperature is displayed at the top of the invoice.
If you have any queries about your delivery window, please contact your Business Development Manager.
To see proof of delivery, please go to your invoices and select the invoice for the desired delivery date. A photo of your delivery, taken by your driver, will be displayed at the top of the invoice.
To see what time your driver delivered your order, please go to your invoices and select the invoice for the desired delivery date. Your delivery time will be displayed at the top of the invoice.
We deliver 6* days a week, from Monday to Saturday. We often deliver over Bank Holiday weekends. If you are unsure about our opening hours over a Bank Holiday weekend, please check our Instagram @wellocksfood where we share our opening hours ahead of any holidays. * Please note that we do not deliver 6 days a week to restricted delivery areas. To check how many days we deliver to your area, please contact us at [email protected].
You can see which of our products are suitable for vegetarians, vegans or coeliacs by using the filters on the left-hand side of our product collection pages. We have a dedicated vegetarian, vegan and free-from product range available to browse on the website.
Please contact our Chef Support team via [email protected] or 08444 993 444.
Please contact your Business Development Manager if you would like to request a product that we do not have within our existing range.
Yes, we do deliver frozen items. However, we advise that if you wish to continue freezer storage, you check the temperature at the time of delivery to ensure optimum temperatures for frozen items are maintained (between -18°c and -15°c). Wellocks cannot accept responsibility for stock not checked as advised above.
MY REFUNDS
Please notify our Chef Support team with any issues or queries with goods delivered or invoices before 4.30pm on the day of receipt. Please note all deliveries must be checked upon receipt and if necessary, any temperature-controlled produce must be returned immediately to the driver as Wellocks cannot accept any returns of items demanding mandatory controls (e.g. chilled, frozen). All compulsory mandates are adhered to but once outside the cold chain control of Wellocks storage facilities and delivery vehicle, we are unable to accept responsibility and are defenceless if required to provide sufficient evidence of temperature compliance. Credits will only be applied to goods returned (exception of high-risk products) if supported by a collection note arranged with the office on day of delivery. If nobody is present at the point of collection, please ensure any goods are left for our driver the next working day within a safe environment. Collections will not be made at a later date. Please refer to our Terms & Conditions for our full refunds policy.
To view credits, navigate to your account and click 'Credits'.
We process credits daily between 5 and 6pm.