FAQ

Click and Collect FAQs

PLEASE READ BELOW FOR THE BEST WAY TO NAVIGATE THE CLICK AND COLLECT ORDERING SYSTEM. WE APPRECIATE YOUR UNDERSTANDING AND FLEXIBILITY WHEN IT COMES TO ORDERING. FOR SAUCE ORDERS AND POSTAGE PLEASE SCROLL DOWN THE PAGE TO FIND THE RELEVANT FAQs.

How do I let you know I’ve arrived at the restaurant to collect my food?
Please come to the door and give your name to a member of staff who will inform the kitchen you are waiting.

Where do I wait?
Please wait on the pavement alongside the white wall which runs by the pub, please do not congregate outside our neighbouring properties, and please remain socially distanced from other customers.

When is best to order?
Most people want to order food for collection between 6.30pm-8.30pm, and as such these slots fill up quickly. When they get full we turn off the pre-order functionality/reject orders being placed for these times. If you get an order rejected notification please choose another timeslot or select ASAP and arrive at the restaurant as dictated by the time in your confirmation email.

I can’t select a timeslot to click and collect
The kitchen can only accept a certain number of orders per 15 minute timeslot, if you find that no time slots are available then we are only accepting ASAP orders. You will be informed on the check out page, and in your confirmation email what ASAP means in terms of minutes you have to wait when you place the order. At quiet times ASAP can be as quick as 5 minutes, at busy times the wait may be up to 60mins, so please check carefully to avoid waiting at the restaurant for too long. 

My order was rejected/declined.
Sometimes the kitchen gets too busy to accept more orders, when this happens we temporarily stop accepting ordering until the backlog is cleared. We will always endeavour to start accepting orders again later in the evening but if we have had to switch off the click and collect function late on we may not re-open until the next day. You will only be charged for your order if it is accepted by the restaurant. 

What does ASAP mean in terms of waiting time before my food is ready for collection?
This is dictated by how busy the kitchen is at any one time, it could be 5 minutes, it could be up to 60 minutes. If you select collection for ASAP then you will see the current waiting time on the check out page before paying. Your confirmation email will also tell you when your order will be ready.

I can’t complete my order, what has gone wrong?
Please ensure all fields are filled in on the ordering page, including Postcode, Surname and a valid Email Address.

Where do I choose the collection timeslot/I only see ASAP orders.
On some web browsers the “down arrow” for collection time isn’t as sensitive as you’d expect. If you click on the actual “ASAP” text field a drop down list should be visible. If no drop down list of times appears then we are only accepting orders for ASAP collection.

Will I get notified when my order is ready for collection?
No, you will get an email when your order has been accepted by the restaurant and then you need to turn up at the restaurant in the 15 minute collection slot you chose before ordering OR if you selected ASAP please arrive at the time advised in your confirmation email.

I can’t find the website to Click and Collect.
The website is slowrichies.slerp.com but only goes live when the restaurant is open and ready to accept orders. If you want to see opening times and the menu please go to slowrichies.com/eat

I can’t modify my burger/order how I’d like.
The most common modifying options are available, but if you find you can’t quite get the combination you’re after please just leave a message for the kitchen in the Notes box at check-out. We will be constantly improving the modification options as we go along.

Do you deliver?
Yes. Find us on UberEats during opening hours. Please note that UberEats gets switched off during very busy periods.

Can I call you?
Yes, ring 020 7450 1138 during opening hours, if there’s no answer please email info@slowrichies.com and we’ll do our best to respond as quickly as possible.  

My Discount Code isn’t working.
All discount codes are case sensitive so please make sure you are correctly inputting the correct characters, if it still isn’t working drop us a line and we’ll investigate further.

Sauces Shop Delivery and Returns

The questions below relate to orders placed for Sauces, Condiments and Spices through our webshop and not for Takeaway Food Orders.

CHRISTMAS DELIVERY

THE LAST DAY WE WILL VISIT THE POST OFFICE IS FRIDAY 18th DECEMBER, SO ORDER AT LEAST 48 HOURS BEFORE IF YOU NEED SAUCES POSTED.

WE CANNOT GUARANTEE PARCELS WILL ARRIVE BEFORE CHRISTMAS IF ORDERS COME IN AFTER THE 16TH DECEMBER.

CLICK AND COLLECT FROM OUR RESTAURANT IS AVAILABLE UNTIL 9PM ON WEDNESDAY 23RD DECEMBER

Where do you deliver?

We currently deliver to the UK mainland only.

What are delivery costs?

We charge a flat rate of £3.50 for delivery.

How long will it take to receive my parcel?

We aim to ship your parcel within 48 hours of the order being placed. You can then expect to receive the goods within 2-3 working days.

We ship parcels Monday to Friday only and any orders placed over the weekend will be dealt with the next working day.

Click and Collect – Can I order via the website and collect from you?

Absolutely, there is no extra charge for click and collect orders. If you live locally and would prefer to collect your package directly from us at 18 Peckham Rye, SE15 4JR during restaurant opening hours then please select the “Local Pickup” option on the checkout page. Once the order is placed we will box it up and contact you to let you know that it is ready for collection.

What do I do if my goods are damaged?

All damaged goods must be reported within 48 hours of receiving the parcel. Please take a photo of the damaged goods and send to sauces@slowrichies.com and we will issue you a refund minus postage costs.

On some occasions we will request that you send the items back to us before issuing a refund. In this instance please send the parcel in original condition to Slow Richie’s, 18 Peckham Rye, London, SE15 4JR. In the returns package please include a note stating your name, address, contact details and the reason for returning the goods. We will then get in touch with you regarding the refund.