Getting it to you
Delivery, collection, and what happens when it goes wrong
We cook to order in RM17, Grays and we deliver it ourselves. That puts a limit on how far we go, and it's the reason the food arrives the way it left.
Where we deliver
Across Thurrock and the edges of it. If your postcode isn't on the list, the checkout will say so before you get as far as paying — and collection is open to everyone.
- Grays
- Tilbury
- East Tilbury
- Chafford Hundred
- West Thurrock
- South Ockendon
- Aveley
- Purfleet
- Stanford-le-Hope
- Corringham
One fee across all of them, £3.99. The exact figure for your postcode is shown at checkout before you pay, and nothing is added afterwards.
Outside Thurrock
Ask us anyway. We travel for the big ones.
The checkout only offers the areas above, because those are the ones it can price on its own. Further out, the fee depends on the run and the day. Party trays and large orders travel especially well, so tell us where you are and we will work it out with you.
Send your postcode and what you would like.
What it costs
One fee across every area we cover. What changes is the size of the basket.
Under £35.00
Collection only
A short run across Thurrock costs the kitchen the same whether the bag is small or large. Rather than fold that into the food, we keep the counter open.
£35.00 and up
£3.99 to your door
The same figure everywhere we deliver. Shown at checkout before you pay, and nothing is added afterwards.
£50.00 and up
Free, within 3 miles
Measured from the kitchen to your postcode. Further out than that, the £3.99 still stands, and the checkout will say so before you pay.
Counted on the food, before any discount code. Collection is free from RM17, Grays, whatever the basket comes to.
When it arrives
Nothing is made before you ask for it, which is why it takes the time it does. You pick a window at checkout, or ASAP if the kitchen is open and has room.
| Tuesday – Friday | 11:00 – 21:00 |
| Saturday – Sunday | 10:00 – 22:00 |
| Monday | Closed (prep day) |
Order today, eat today. Most deliveries are with you under an hour, and the checkout will only offer you windows it can actually keep.
Windows are a promise about when we set off, not a guarantee to the minute. Traffic on the A13 is the usual reason a delivery runs late, and you'll get a message when it's on the road.
Allergies
Every dish lists its allergens, and anything you save to your account rides along on the kitchen ticket for every order you place, so you don't have to write it out each time.
We will adjust where we can, but we cook in one kitchen and we can't promise no trace of anything. If a reaction would be severe, ring us before ordering rather than relying on a note in a box. More on how we handle this.
If something's wrong
Food isn't like a jumper — you can't send it back and we can't resell it. So the rules are about putting it right rather than about returns.
- Something's missing, or it isn't what you ordered. Tell us the same day and we'll refund that part of the order or remake it, whichever you'd rather. Photos help but we won't insist on them.
- It arrived cold, or very late. Same — tell us the same day. We'd rather hear it from you than read it in a review.
- Nobody was in. The rider will ring the number on the order. If we can't reach you we'll leave it in a safe place only if you've asked us to in your directions; otherwise it comes back to the kitchen and we can't refund it, because it was made.
- You want to cancel. Before the kitchen starts cooking, ring us and we'll refund in full. Once it's in the pot the ingredients are gone, so we can't — this is the exception the Consumer Contracts Regulations make for freshly prepared food, and it's why the fourteen-day cooling-off period you'd get on a jumper doesn't apply here.
Refunds go back to the card that paid, and usually show up within a few working days. Nothing here affects your legal rights: food has to be as described and of satisfactory quality, and if it isn't, that's on us regardless of what this page says.
Telling us
Email hello@niitoskitchen.com with your order number — it's on your receipt and starts with NK. One person reads those, and they can see the same order you're looking at.