Where are my cooking instructions?
Cooking instructions can be located on the inner lid of your Tommy’s Pie Shop box.
Why haven’t I received a confirmation of my order?
We’re sorry about that! We found that sometimes our confirmation emails find there way into people’s junk/spam folders, so please do check their first.
If you still have no luck, please email the team on shop@tommybanks.co.uk with your surname and postcode, or order number and we will be able to help you.
What’s the expiry date of my pies?
All our pies are frozen when dispatched and must be consumed within 3 days of delivery.
Do you cater for dietary requirements?
Aside from our vegetarian and vegan pies, unfortunately we are currently unable to accommodate any other dietary requirements.
Allergens are always listed for your reference under the ‘allergens’ tab on each product. For any further allergen-related queries, please email the team on shop@tommybanks.co.uk
Can I freeze the pies?
We strongly advise to not re-freeze your pies upon receipt.
How often do you release new pies?
Aside from our core range of pies, from time-to-time we may release seasonal or limited-edition pies, too. Make sure to sign up to our mailing list to be the first to hear about our latest drops.
Delivery & Returns
Where is my delivery?
We work with a third party courier, DPD and once a shipment is created for your order you should receive delivery notifications from DPD directly. DPD will usually allocate an estimated 1 hour delivery time-slot on the morning of your scheduled delivery (usually before 11am). Deliveries in Scotland may be made slightly later in the day. Using your individual tracking number, you can track your order here. If there are any issues, please do contact our Customer Experience team who will try to assist you further.
Do you offer collection from one of your restaurants?
Unfortunately, we cannot accommodate collections.
How are Tommy’s Pie Shop Pies delivered?
Tommy’s Pie Shop pies are delivered in wool-insulated chilled boxes by our third-party courier DPD, between 7.30am – 7.30pm on the day of delivery.
While we aim for delivery of all our pies on your selected delivery date, this cannot be guaranteed. We work with a third-party courier and cannot be held responsible for any delays outside of our control. If delivery cannot be made on your selected delivery date, DPD will attempt to make a delivery the next day.
We will always aim to contact you where possible to let you know and take steps to minimise the delay.
Why can’t you deliver to my area?
Currently, DPD can deliver our pies to most UK mainland postcodes, however this unfortunately excludes Northern Ireland, anywhere in the Scottish Highlands, Islands and Borders as next-day delivery is unavailable. We are sorry for the inconvenience.
If you are unsure if our third-party courier can deliver to your postcode area, please contact our customer experience team by emailing: shop@tommybanks.co.uk.
What if I’m not home to receive delivery?
If you are not home when your delivery arrives, DPD will attempt to leave it in a safe place.
Preferred “safe place” information can be added for your delivery driver’s reference via the link in the delivery notifications sent to you by DPD directly. Please note: “safe place” information added to your Tommy’s Pie Shop order will not be received by DPD drivers.
Why does my tracking say delivered, but it hasn’t?
We’re really sorry to hear this! Please check the following first:
– Is the address you’ve inputted definitely correct?
– Has your box been left somewhere out of sight in a safe place?
– Has your box been left with a neighbour?
– Has the DPD driver, or tracking info left any more details on where it was left?
If you’re still having issues, please contact our Customer Care Team along with your delivery details and we will ensure this gets resolved.
Can I cancel my order?
Pie orders are non-transferable and non-refundable. However, if you have any queries about your order, please email shop@tommybanks.co.uk and our team will gladly assist you further.
Packaging & Recycling
How can my Pie Shop packaging be recycled?
Information on how to recycle and re-use your packaging is available here.
Contact
How do I contact your customer service team?
Our brilliant customer team are available five days a week between the hours of 8:30am – 5pm at shop@tommybanks.co.uk. Within these times, they aim to get back to you as soon as possible. However, if you email outside of those hours, it won’t be until the next day.
Can I contact you via telephone?
We do not operate a telephone service.
How do I get in touch with your press team?
We’d love to hear from you – please email eve@tommybanks.co.uk
I have a wholesale enquiry
Please email orders@tommybanks.co.uk or use the enquiry form on our Wholesale page.