Frequently asked questions

If your query can't be answered from the information below, please contact us directly.



Delivery

Delivery

  • Just in case you are not in, we ask for a ‘leave safe’ location. This is so that when you arrive home, you can collect your parcel at your convenience/leisure. Examples of most common ‘leave safe’ locations would include;

    • With a neighbour (Please ensure that neighbour will be in on your chosen delivery day)
    • Inside garage
    • Inside porch
    • Back-gate/door
    • Inside shed
    • Side of house

           (please be as detailed as possible in 50 characters)

    You must provide this location when prompted to at the ‘Billing & shipping’ section at checkout. Please note that your ‘leave safe’ location is not an alternative delivery address. If you did not supply a sufficient leave safe location at checkout, we will contact you! Please understand your order will not be dispatched until we have a valid leave safe location, this ensures that you will receive your parcel safely.

    Busy bee? A lot of our customers choose to have their orders delivered to their place of work. As our parcels hold for up to 72 hours, you have plenty of time to get your order home safe and sound when you finish.

  • We don't cut corners so we package all our orders in a premium, thick walled and polystyrene insulated box. We pack premium Thermafreeze ice sheets around your items. Our priority is delivering your package to you within 24 hours, however to ensure the high quality of the product, independent tests have shown this delivery method keeps your order safely frozen for up to 72 hours. This speedy delivery process is to make sure your food arrives in perfect Protein Pouch approved condition.

    Our Thermafreeze ice sheets are re-usable! Simply put them back in the freezer, give them a little time and hey presto! Our frozen ice packs are super useful, from keeping food cold at picnics to applying to injuries whilst you have your feet up at home :)

  • We now deliver all across the U.K! To check rates and confirm that we can deliver to your address, simply enter your postcode at the checkout, alternatively here is a more detailed breakdown,

    Normal mainland delivery rates for all of England and Scottish borders TD & DG are:

    • Spending £65 and over gives you FREE delivery
    • A £45 spend incurs a small £2.99 delivery charge
    • The minimum order of £30 incurs a £5.99 delivery charge

    We now deliver to parts of Northern Ireland, Isle of Wight & Scottish Mainland. All of these require a £45 minimum order, please see our extra charges below:

    • Northern Ireland BT postcodes have a delivery charge of £14.99
    • Isle of Wight PO30 to PO41 postcodes have a delivery charge of £9.99
    • Scottish mainland AB41 to AB56, FK19 to FK21, IV1 to IV20, IV25, IV30 to IV37, IV63, PA21 to PA35, PA37 to PA39, PH15 to PH26, PH49 to PH50 potscodes have a delivery charge of £9.99

    This is a premium service which ensures your order arrives in perfect Protein Pouch approved condition.

  • When checking out with your completed order our system will automatically provide you a list of the next available dates for your order to be delivered, simply choose one most convenient to you :) Our delivery days are between Tuesday and Friday, please see below the cut off times for delivery days:

    • Order before 13:00 (1pm) Monday to receive your order on Wednesday
    • Order before 13:00 (1pm) Tuesday to receive your order on Thursday
    • Order before 13:00 (1pm) Wednesday to receive your order on Friday
    • Order before 13:00 (1pm) Thursday to receive your order on the following Tuesday

    You should expect your order in between the hours of 09:00-16:00 (9am-4pm) on your chosen day. In the unlikely event your order is not delivered within that time it is due to reasons such as heavy traffic or a breakdown, so don't panic! Our premium packaging will keep your order in perfect Protein Pouch condition for up to 72 hours and we will always aim to get it to you by the end of the day.

  • Re-delivery the next day is not suitable for our products as they need to be returned to the fridge or freezer as soon as possible. Please be aware that it is your responsibility to either be available to accept delivery, but just incase you are not, you can alternatively select an available location to deliver to.

    The courier will always try your address first, but if you are not in, they will try your ‘leave safe’ location, if your leavesafe location is inaccessible our drivers will do their best to find the next safest leavesafe location. Please be sure to check the location immediately when you arrive home on your chosen delivery day. If you did not supply a sufficient leave safe location at checkout, we will contact you! Please understand your order will not be dispatched until we have a valid leave safe location to ensure your parcel gets to you safely.

  • In the rare occasion that your order does not arrive in your specified loaction on your chosen day, please inform us straight away by email; hello@protein-pouch.co.uk. When writing to us, please quote your order number along with the problem you are unfortunately experiencing. We will make sure to be in touch within one working day as we deal with all matters promptly. There are 2 possibilities that could have caused a problem when delivering your order;

    1. Your order has not been delivered because of a courier delay! But not to worry, if you have frozen goods we will get a FRESHLY PREPARED order sent out to you on the next available delivery day.
    2. It is a failed delivery. This could be due to incorrect instruction or information, for example, by supplying a location that is inaccessible or a wrong delivery instruction could result in a failed delivery. If the courier does locate another safe location they will deliver there and once you contact us we can inform you of the new loaction, if they are unable to locate anywhere else it will be a failed delivery and will be returned to the courier’s depot and destroyed.

    We like to ensure we take every precaution in getting your parcel to you the next working day. It is our policy that we do not accept liability for failed deliveries due to customer error. It is the customer’s full responsibility to ensure valid instructions have been supplied. If you have made an error in the information you have provided, please just get in touch with us at hello@protein-pouch.co.uk . We thrive ourselves on making sure our customers are completely happy and satisfied, this is why here to help with any issue that may arise. PLEASE NOTE: Ambient and chilled goods, will be returned to the specified address the next delivery day, as our temperature controlled boxes hold a safe chilled temperature for upto 72 hours.

  • We take extra care when packing your order and monitor the whole process. No need to worry, all information is backed up and can be easily checked. If you think there are items missing from your order, please inform us by emailing; hello@protein-pouch.co.uk and quoting your order number along with the issue that you are experiencing. We will be in touch within one working day as we make sure to deal with all matters promptly. If there are any missing items from your order, it is guaranteed that we will do everything in our power to make up for it :)

  • Returns policy

    As our products are perishable, we cannot accept returns once the parcel has been delivered. If goods are not fit for consumption on receipt of delivery please contact us immediately by emailing; hello@protein-pouch.co.uk and quoting your order number along with the issue that you are experiencing. We will be in touch within one working day as we make sure to deal with all matters promptly. Once investigated if a product fails to meet our high standards, it is guaranteed that we will do everything in our power to make up for it.

     

    Cancelling your order

    Cancelling your PP+ is easy. Once logged into your 'Account' you will see the 'PP+ Orders' section. From here, there is a large, red 'Cancel' button, once this button has been clicked, your PP+ will be cancelled. Just remember to complete the cancellation by 02:00 (2am) the working delivery day before your order is expected to be delivered.

    We reserve the right to terminate or restrict your use of our service, for any or no reason whatsoever. One reason that we may do so is if we believe that you are in breach of any obligation under the Terms and Conditions. If we terminate your use of our service as a result of a breach of any obligation under the Terms and Conditions, such termination would be immediate and may be without notice.

  • In order to ensure that we keep sending you the very best products we like to take a well-earned break. For bank holiday Monday's our Tuesday nationwide deliveries, will instead be delivered on the Wednesday between 09:00 to 16:00 (9am to 4pm), as for good Friday's our Friday nationawide deliveries, will instead be delivered on the following Tuesday between 09:00 to 16:00 (9am to 4pm).


PP+

PP+

  • Subscriptions have a bad reputation; confusing contracts, hidden terms and unwanted extras. That’s where PP+ comes in! PP+ is our subscription service which is flexible and easy to use, meaning there is no minimum term and you can change your deliveries to fit in with your busy lifestyle.

  • Our service is designed to offer flexibility and convenience so that you can manage when you would like your subscription delivery. There is no minimum subscription length and if you do decide to update your PP+ just remember to update the changes by 02:00 (2am) the working delivery day before your PP+ is expected to be delivered.

  • With PP+ you’re in control! Simply place your account on pause by going to ‘Your Holidays’ section in your ‘Account’.
  • Cancelling your PP+ is easy. Once logged into your ‘Account’ you will see the ‘PP+ Orders’ section. From here, there is a large, red ‘Cancel’ button, once this button has been clicked, your PP+ will be cancelled. Just remember to complete the cancellation by 02:00 (2am) the working delivery day before your order is expected to be delivered.

  • Like the look of some of our other products? You can always edit the contents of your box for the following week. You can either edit the quantity of a product or completely remove existing items from a PP+ box by going to the order in  the ‘Your Orders’ section. Amend the quantities and then click the update button. To add items to an existing order, simply click the ‘Add to box’ button on any product that would like to add. Our system will automatically realise that you have one or more PP+ orders and will ask if you want to add the product to an existing order, or whether you want to create a new box.

  • Your first delivery is charged for at the time of ordering. For all subsequent deliveries the weekly amount will be charged on the day before your chosen delivery day at 02:00 (2am) as this is when your order is created.

  • Heres how to do it:

    • Login to your account as usual.
    • From the account menu, click on the "PP+ Orders" link
    • Select the PP+ order you wish to update
    • Towards the bottom of this page is the "Payment details" section, containing a button to "Update card details"
  • Yes. Your details are safely and securely stored on SagePay the UK's No.1 PCI compliant payment gateway, you will only need to enter these details once. We accept payment by Visa, MasterCard, Electron and Solo and all is powered securely by SagePay - the largest payment gateway in the UK.

  • In order to ensure that we keep sending you the very best products we like to take a well-earned break. For bank holiday Monday's our Tuesday nationwide deliveries, will instead be delivered on the Wednesday between 09:00 to 16:00 (9am to 4pm), as for good Friday's our Friday nationawide deliveries, will instead be delivered on the following Tuesday between 09:00 to 16:00 (9am to 4pm).


PP Bank

PP Bank

  • There are many great ways to build up your PP Bank;

    • For each £1.00 spent on the Protein Pouch website you earn £0.01 in your PP Bank, so if you spent £50 you receive £0.50 in your PP Bank, simple!
    • Head to your ‘Account’ and in the ‘Dashboard’ section you’ll find your unique friend code. All you have to do is share this code with your favourite friends and family and as soon as they use it, you will receive £1.50 in your PP Bank. Have you received our ‘Earn Rewards When you Share’ card with your order? When you pass on your codes to your favourite friends and family and they use your code, not only do they receive £10 off their first order, you receive £1.50 straight into your PP Bank. You can review people you have referred in your ‘Dashboard’.
    • Leave a rating on our delicious range! Once you’ve finished tucking into your feel good products tell us what you think of them, make sure you are logged into your ‘Account’ before you start and for each ‘Rating’ you leave you will receive £0.10 in your PP Bank. Review all your ratings in the ‘Your Ratings’ section in your ‘Account’.
  • Firstly login to your ‘Account’. Every time an order is placed our system checks if you have credit, this is then automatically taken off your order. This is shown when you are at the checkout, so you will know the credit has been applied :).

  • Everyone loves getting something back, right? Well, here at Protein Pouch we love giving back to our loyal customers, that’s where the PP Bank comes in! Building up your PP £’s is easy and they can be redeemed at checkout on the Protein Pouch website. The PP £’s can be redeemed on all of our feel good products :).


Fresh/Cooked

Fresh/Cooked

  • Our fresh range is sourced from BRC and Red Tractor approved facilities, so you can be sure you are getting the best quality with every meal. We believe that British butchers source excellent fresh produce which is why we prefer to use this source as opposed to something that is mass produced such as super market meats. So be assured, your meat is freshly prepared and hand trimmed every day by local butchers. With Protein Pouch, you’re getting the best quality in every meal.

  • The fresh/cooked range is vacuum packed for your convenience and to lock in all that healthy goodness. Our fresh chicken range is packed into pairs, so you can put them straight in the fridge or save them for another day in the freezer.

  • Yes, as long as its frozen within the first 3 days of delivery, the fresh/cooked products can be frozen for up-to 6 months under the correct conditions (-18°C).

  • None of our Fresh range contains GMO’s, and most of our Fresh range is Allergen free. If the product does contain allergens you will be sure to find them in the allergy advice section.

  • Please do not be alarmed by the smell, this is something called the ‘blooming process’. When the air is sucked out of the pack the product cannot breathe and once opened, the product may let off some natural gases whilst it re-adjusts to be in the open air again. We suggest placing the product onto a plate and popping in the fridge for ten minutes, the smell will usually completely disappear. However, if you are still concerned then please contact us and we can talk you through any queries.

  • Our cooked/smoked products are sourced from an award-winning SALSA approved family farm in the UK established in 1956.

    They provide bespoke products and are hugely passionate about taste, texture and real ingredients and of course provenance. They are multi-award winning within the fine food sector for their range of cooked, smoked and raw poultry products. It’s a time consuming process, but the final product rewards all the effort – as we are sure you’ll agree!


Frozen

Frozen

  • IQF (Individually Quick Frozen) is a process which individually quick freezes our frozen range after they are slowly steam cooked, this is in order to retain its valuable nutrients. As they are individually frozen, you do not get products stuck together in the bag meaning that they are loose and easily removed.

  • Yes! Once fully defrosted, the majority of our Frozen range can be eaten cold (with an exception to our Sweet Potato Wedges that need a little time in the oven). Please always refer to the ‘How to cook’ section on the product as we will be sure to fully explain and details needed there.

  • Our Steam Cooked Chicken Breasts are carefully sourced from the highest standard of farm assured factories. These factories are all facilitated in BRC (British retail consortium) approved facilities.

  • None of our Frozen range contains GMO’s, and most of our Frozen range is Allergen free. However, if the product does contain allergens you will be sure to find them in the allergy advice section.

  • Please do not be alarmed by the smell, this is something called the ‘blooming process’. When the chicken breasts are sealed into the pouches, they cannot breathe. Once opened, the breasts may let off some natural gases whilst it re-adjusts to be in the open air again. After removing the chicken breast from the pouch to defrost, the smell will usually disappear after around ten minutes. However, if you are still concerned then please contact us and we can talk you through any queries.