Frequently Asked Questions

OPEN 24/7

DELIVERED TO YOUR DOOR

MOUTH WATERING

BIG FLAVOURS, SMALL PRICE

FAQs

1. About us

What is Beigel Bake?

Beigel Bake is situated at the top of Brick Lane and is best known for its delicious beigels served 24/7. Beigel Bake is on a mission to reach as many customers as we can in order to provide a better form of convenience for our loyal customers.

Is there a Beigel Bake app and if so, how does it work?

Currently, you can order either on the website link found in our delivery online section (www.bricklanebeigel.co.uk) or by using our designated bespoke app. Our app is available on both the apple (iOS) and play (Android) store. Please type "Beigel Bake" into the search bar in order for the app to appear.

Simply, decide what it is you'd like to order, go to checkout, review your order in your basket and then insert your address (specifying your postcode and house/ flat number clearly), your mobile phone number (please make sure to include the area code for international numbers) and your card details in order for the driver to contact you when he/she is outside. These details will be saved after you make your first purchase order.

What is the best way to reach us?

We have a widget which you can find towards the bottom of our homepage highlighted in blue with the words "Chat to us". We will do our best to answer any
questions you have there as quickly as possible. Please note that the hours we're available are between 11am and 5pm British standard time (BST).

We are also available by phone 0207 729 0616 but please appreciate that during our busiest hours we will not be able to deal with any queries and ask you to use the website, where possible instead.

Additionally, the majority of our staff members working in the shop are not trained to deal with online matters as their job is to maintain the running of the shop so if you feel you're unable to get in contact with anyone, please direct yourself to our Facebook messenger as a further option.

You can access Facebook messenger via our "contact us" tab. Please before calling or messaging us, to review our FAQ's as it's likely your query can be dealt with within this section.

Where do we deliver too?

Currently, we deliver within the M25 from our shop (E1 6SB). However, our catchment zone for where we can deliver too is not a 360 degree circumference

and therefore, you may find that although some postcodes are located within the M25 from the shop, our delivery company are unfortunately unable to reach particular postcodes.

We apologise in advance and ask that you contact us if you happen to experience this. Going forward, we're working on parameters to extending this further as well as next day delivery to surrounding areas.

2. Opening hours

We deliver every day from 8am to 8pm. We ask that those who wish to order late, order by latest 7.45pm in order to avoid potential disappointment. Please
understand that any order after 8pm will not be delivered to you that same evening.

3. Account settings

How do I create an account?

After downloading the app or accessing it via our website, you will be directed to our menu page. Place your order and click "go to checkout". After checking
you're happy with what is included in your basket, click "go to checkout" again and then a section will appear "Sign up or log in".

Please choose between logging in via your Facebook account, Google account or any email address you're able to access. Please do not use a fake address or fake log in details, as you will not be able to receive your email confirmation receipt, which confirms that your order has reached our systems.

Does my account require a password?

Yes, for security measures, we want to ensure that each customer's account is secure and only accessible to them. If you happen to forget your password,
please click the hyperlink and enter your email address in order for us to send you a link for you to change this.

If you have forgotten this, then please contact us and after some security measures, we should be able to remind you what address you used. If we're unable too, then we ask that you make a new account instead.

Can I have two accounts with the same email address?

No. Since the email address serves as the login name for your account, you are only allowed to have one account assigned to an email address. To have another account, you'll need to register another email address.

Can I change the email address associated with my account?

No, you are not able to change the email address associated to your account and would therefore be required to make a new account instead.

Can I have multiple delivery addresses associated with one account?

Yes, as a returning user, simply enter a new address on the checkout page, and once inputted, the new address will be saved to your account along with the previous one(s).

Please note, when you make a future order, the last address you used will be the one assigned to your order on the checkout page. Therefore, please make sure to check the address each time before you place your order.

Can I save special delivery instructions to one of my saved addresses?

Yes! When you are checking out your order, you'll have the option to save your instructions for later. If you do this, these instructions will always appear on all delivery orders to that address until you edit or remove them.

What should I do if I suspect fraudulent activity on my account?

If you believe incorrect or unauthorised charges appear on your account, you should immediately contact your bank. You should also immediately update your password. Security experts recommend that individuals use good password complexity and different user name and password combinations for each account they create on various sites.

4. Our products

Is your food vegan friendly?

Our plain and seeded beigels, poppy seed & onion platzels are all vegan friendly. Our challah bread is not as it contains eggs. As for our filled beigels, you can choose between avocado, hummus and peanut butter. Our pastries are unfortunately not.

Is your food gluten-free?

No, we regret to inform you that we do not sell gluten free products. Maybe in the future!

We're always listening to customer feedback and want to make sure all our customers have a great experience both online and in-store. We hope one day we can fulfil those ambitions.

Is your salt beef kosher/halal?

Unfortunately not. However our salami beigel is kosher whereas our sausage rolls and chicken are both halal which are suitable, tasty alternatives.

Do you sell pork or seafood?

Unfortunately not. As we've always been a jewish bakery, although we're not strictly kosher, we avoid using products that aren't inline with jewish traditions.

Is everything made on site?

Yes, we make everything in store and fresh daily! It's a good thing our doors are always open and there's staff

Are your pastries nut-free?

We ask those that have a severe nut allergy to avoid our products only because there are nuts on the premises.

Otherwise, the majority of our products don't contain nuts and you will be able to view a breakdown of our allergens advice beside each product on our menu page.

5. My Order

What happens after I submit my order?

Your order is sent electronically to the Beigel Bake shop. Once received on their system, you will receive a confirmation email receipt, showing a breakdown of your order, the pricing of each item as well as the delivery charge. The email receipt will be sent to the email you used when signing up.

How is the food delivered to me?

Once you've placed your order, it's sent directly to Beigel Bake where they will be given an ETA from the delivery company about what time the driver will pick it up. The order will be prepared when the driver arrives in order to ensure that the food is as fresh as possible. Once prepared, a driver will bring the order to your
chosen delivery address.

We hope you can understand that by outsourcing our delivery service, there may be situations where there is a reduction in available drivers and therefore, this may extend your delivery time for instance. However, if that's the case, and the order is taking longer than is reasonable, we will be sure to credit your account accordingly and of course keep you updated.

How do I change the delivery address for my order?

Prior to the order being picked up from the shop, you are able to make various amendments to your order. One of these being, your delivery address. However, ff the driver has already left the shop with your order, we cannot make any assurances that we will be able to do so. Therefore, please use the chat box system which will put you in contact with our delivery company whom will inform you whether it will be possible. We will of course do our best to make sure we can.

If we're able to do so and the driver is able to change his route, please note extra charges may occur based on the added distance which will need to be paid before we proceed. If it happens to be that the distance in shorter, then we of course will credit the difference into your account balance.

Is there a way I can track my order?

We have a built in tracker that appears once you've placed your order. Initially you'll be given an estimated time of arrival based on your zone (i.e distance from
E1 6SB).

This time will remain till the driver has left our shop with your order. After that, you will also be able to access a map, where you'll be able to track the driver step by step with a live feed and updated ETA, until the driver reaches your chosen address.

How do I view my order history & receipts?

This can all be accessed once you've logged into your account and there will be a clear breakdown of your order history in the section titled "My orders". This will

give you a breakdown of all your previous orders, including:

- The date, order number and delivery address

- What you ordered

- How much it cost (delivery charge shown separately

Receipts are sent to your chosen email address and we ask before enquiring about an order that you check your email receipt before doing so.

What do I do if I did not receive an email order confirmation?

1. Confirm that you are receiving outside email
2. Check any spam, promotion or junk folders on your email
3. Contact us to confirm your email address is correct in our system by sending a message on our chat widget shown on the homepage.

How do I change or cancel my order after I have placed it?

There will be a button titled "Change/Cancel Order" after you have placed your order online that will allow you to cancel or make any necessary amendments. However, please note the following:

- Those who wish to make CHANGES to their order:

There will be a five minute window before the driver is due to arrive at our shop for any changes to be made. This is in order to give sufficient time for you to make any additional payments (if ordering more] or to be credited [if ordering less] in your account balance as well as enough time for the new order to reach our system.

If we are able to make changes to your order, we will send another email confirmation receipt with a breakdown of the new order shown and new pricing.

- Those who wish to CANCEL their order:

We will cancel your order on our system and charges will be implemented based on these specifications

1. If your job has yet to be allocated to a driver when notified, you will be fully refunded
2. If the driver has been allocated your job when notified, you will be charged a fixed cancellation fee.
3. If the driver has been allocated your job and the food has been prepared but not yet left the shop, you will be charged a fixed cancellation fee
4. If the driver has been allocated your job, the food has been prepared and the driver has left the shop, you will be charged the full price (order amount + delivery fee)

What do I do if my food arrived and there is something wrong with my order?

We sincerely apologise if this is the case and ask that you send a message to our chat widget. Please explain the issue with your order and someone will get back to you. If no one happens to respond in a sufficient time, then please call the shop instead and hopefully someone can assist you.

The most likely outcome is for any missing items, the price of the products missing will be credited to your account.

Can I place orders in advance?

Yes. Please note, you will of course be charged at the time you place the order and not on the day you wish to have the order delivered. When you come to place your order, there will be a calendar for you to choose which date and the corresponding time.

If you made a mistake and actually when you placed the order, you want to have it as soon as possible instead or for a different date/time. Click on "Change/ Cancel Order" and proceed with the changes you wish to make.

Can I collect my order?

Yes. You will see this is available in our "Click and Collect" section. Please note, that this will only be available in off peak hours as during our busiest periods, we can only manage our in store customers and orders placed for delivery.

Can I place an order over the phone or via email and have a driver deliver it to me?

No, our service requires you to place the order via our app or website and this will then be put through our systems and a driver will deliver this to your chosen
address.

What if my order is late/taking longer than expected?

Our tracking system provides you with an estimated time of arrival. However, sometimes things outside of a rider's control can cause a delay. We have a designated team who are in constant communication with our drivers.

They will contact you directly via the widget or mobile number you have provided to let you know that your order might not arrive within the estimated time of
delivery. Our team will work to get your order to you as quickly as possible.

If the length of time you have been waiting is inexcusable, please message us and we will take appropriate action

What if I am not around when my rider arrives?

The driver will call you as soon as they've arrived and will wait an appropriate length of time, roughly 10 minutes before leaving. They will not leave the food outside anywhere for safety and environmental reasons.

If they're unable to contact you, a member from our team will try and reach you via phone and through the widget. Please check your phone during the delivery time for any updates.

If we can't contact you and are unable to deliver the order, you'll still be charged for your order. To prevent this from happening, it's always a good idea to double-check your contact and address details.

My order was cancelled and I'm waiting for a refund. How long will this take?

We will first offer to you a credit on your account if you know you'll place an order in the future. If you wish to receive a refund instead, then this can take up to three working days to be processed. If after three days you still have not received this, then please message us and we will look into this immediately.

My order has been rejected or won't go through. What should I do?

It is most likely that one of the following has occurred:

- Although you have been able to input your delivery address, you are outside of our catchment area

- Your card details have been rejected

- We are doing work to improve the service and maybe you are not receiving news of this

- The system may have crashed and therefore, please try to refresh the page and try again

If none of the above explains or solves your issue, please contact the widget and hopefully your matter will be resolved. Otherwise, please phone the shop to let us know the problems you're having.

I accidentally ordered twice, what do I do now?

Please message our chat box and provide them with the separate order numbers you've received and any additional information required. Otherwise, please call
the shop. We will then be able to cancel one of the orders on our system so that you only receive one.

Please note that if the driver has been allocated your additional job, you will be charged a fixed cancellation fee and if the driver has left our shop with your additional order, you will be charged the full amount.

What if I was charged for a product that is not available?

We will endeavour to keep an updated record of what we have available in the store each day so you can see this online. Of course there may be times where

certain products may not be available due to it being difficult to get ingredients or over consumed in store/online.

When looking at your order, if any items aren't available that you have requested and not been notified of, we will be sure to call you to ask you how you wish to proceed.

Whether you wish to have a different item with a similar pricing or be refunded for the items that will be missing. If we can't get a hold of you, then we will place a cross by the item that will be missing and go ahead with refunding you for those particular items.

6. Pricing/payment

Why do the prices on the app differ to the shop?

In order to provide this added service, we're unable to charge the same prices we do in store. We hope you understand and still consider our prices to be reasonable.

Is there a minimum order?

Yes, due to logistical reasons, we have had to include this and our minimum spend is £10 in order to avoid extra charges.

When will I be charged?

You will be charged once your order has been processed and you've received an email confirmation receipt.

If the wrong amount has been taken from your chosen account, please inform us ASAP so that we can deal with this immediately.

Is my credit card information secure?

You can safely enter your credit card number via our secure server, which encrypts all submitted information, transmits and stores such information in an
encrypted state. Your credit card information is processed by Beigel Bake and never shared with any third parties.

What forms of payment are accepted?

You can register Visa, MasterCard, American Express, PayPal and Discover.

If you have an iOS device, and your card is registered to your Apple Wallet, Apple Pay will automatically display as a payment option online and on the app. If you have registered a card to the Google Play app on your Android, you can select Google Pay as a payment method.

How do I add, remove, or edit payment information?

You can add or remove a card from the checkout and My Account screens; we do not allow editing of card information at this time.

Follow the prompts on the screen, complete the required fields within the payment form and choose "Save" to add a new card. To remove a card, swipe left and it will ask if you wish to remove.

What if I have an issue with a payment or want a refund?

If you experienced an in store payment issue, please return or contact the shop directly. We will be able to assist you there.

If you placed an order via the website or app, first check the vendor name to identify whether its JustEat or Gophr handling your orders on our behalf.

Orders placed directly with JustEat should be addressed with those delivery partners for resolution. Orders placed via the app or website, should be discussed via the widget to hopefully resolve your matter.

7. Fee's

How are the fees structured?

Delivery fee

The closer you are to the shop, the lower your delivery fee. This helps to ensure that we pay our riders fairly.

Therefore, the delivery fee charges differentiate based on what zone your postcode falls in too.

However, we have generated a system whereby the more you order, the less your delivery charge will be in order to help ease the potential high cost.

Small order fee

This is included when your order does not meet the minimum requirement of £8. The fee is a fixed amount of £1.50 and the fee can be removed by adding more items to your basket.

If you don't wish too, then you can still proceed with your current order, however the charge will be included.

I was charged incorrectly for delivery. What should I do?

We're sorry to hear that. Please get in touch with us via our widget and we'll sort it out for you.

8. Anything else?

How is the food packaged?

We deliver the food to you the same way you would receive it if you came to the shop. All products are placed inside our paper brown bag(s) and placed into a

blue bag(s), which the driver will hand you upon delivery.

The only difference is that any hot items, such as the salt beef, will instead be sent in an insulated bag in order to keep the food as hot as possible.

A receipt will be attached to our carrier bag, showing your:

- Order number
- Name
- Breakdown of your order
- Total amount (exc delivery)

What if I have food allergies?

If you have specific allergies and are concerned about any items on our menu, please make sure to review the allergens advice which is below every product you click on

Does Beigel Bake offer company accounts?

Currently we don't, however this is an area we are looking into and hope to have in the future. If this is of interest to you, we ask that you email

beigelbake159@qmail.com with your:

- Name
- Company name

- What type of service you'd like from us (events, catering, business meetings, etc)
- How regularly you'd use our service

Where can I leave a rating and review?

We appreciate any reviews left on google but otherwise you can do so via the app store or play store and leave your ratings/comments there.

How do I unsubscribe from email notifications?

Unsubscribing from emails via the app is not available at this time. However, if you are receiving emails from us, you will then need to unsubscribe using the unsubscribe link in your emails. It may take up to 10 working days for your request to take effect.

For push notifications, go to your device settings for notifications and switch the Beigel Bake notifications to off.

How do I apply for employment at Beigel Bake?

To apply for a job at Beigel Bake, visit the careers section in our footnotes at the bottom of each page. This will take you to the required page where you can see what jobs are available and fill out the necessary form.

Why do some Beigel Bake deals disappear and other's don't?

New deals are added to the site as often as possible to give you a variety of choices and discounts! Once expired, these deals are no longer available.

Is there a loyalty scheme in place?

Whilst there currently is not, we are working to bring this to our loyal customers. It's only fair that you gain more for your buck where possible. We hope we can roll this out shortly for you to enjoy