FAQs

 All your questions & queries answered!

Our Food

Yes, all our dishes come with full, simple to follow reheating/cooking and storage instructions where necessary which you can also view on the website.

Some of our meals are safe for the microwave but the large majority are only suitable for the oven. Where necessary, full reheating instructions will be printed on the label for each dish. You can also view cooking instructions for each dish in the product description on the website.

Our dishes are single portions as standard. If larger or alternative size portions are available, it will be displayed on the website and you will be able to select the size of your choice. If you have any special requests, please email us and we will be in touch.

Absolutely! Just send us an email and let us know your requirements and we’ll get back to you as soon as possible.

No, I’m afraid we do not take any off-menu orders. If you have any specific concerns about any of the dishes, please email us at hello@thesorbustree.co.uk and we will get back to you as soon as possible.

All our dishes have a minimum of 3 days shelf life. You can view the full storage instructions for each dish on the website which are also printed on the labels of each dish.

There are a certain number of our dishes that are suitable for home freezing on their day of collection/delivery. Full details on freezing guidelines can be found within the product description on the website, as well on the labels for each dish.

Yes. Please follow the same storage guidelines as with all our frozen dishes and ensure you defrost the jus sauces thoroughly before fully reheating them.

We would recommend you to consume any frozen dishes within one months of freezing. 

A full list of ingredients including allergens for every dish can be found in the product description on the website which is also printed on the individual labels for you when you receive the item.

A number of our dishes are gluten free (GF) and we offer gluten free options (GFO) where available. eg. for the toasts that come with our Paté.

All allergens are highlighted within the product description on the website as well as on the product labels.

For any further information or if you have any concerns, please email us and we will endeavour to get back to you as soon as possible.

No, we do not have any vegan dishes on our menu.

Ordering

All orders for our chilled oven ready meals are made through the website. We do not take orders by email, phone or via social media messaging. 

If you have an enquiry for our outside catering please email us at hello@thesorbustree.co.uk providing as much information as possible and we will be in touch.

All payments for chilled oven ready meals are made via the online payment system.

We do not accept cash payment.

No, there is no minimum spend. 

You need to order 48 Hours in advance. Cut off is 6pm.

All available dates and time slots (for collection or delivery) will be displayed when you checkout your order.

You can order up to 2 weeks in advance.

We ask you to please make sure you double check everything in your order before you confirm and pay.

If you wish to make a change to your order, you must notify us within 48 hours of your allocated collection/delivery slot. We will do our best to accommodate your request but please note that we cannot guarantee we will be able to fulfil every request.

The likelihood is the confirmation may have gone into your junk/spam folder so please double check, or there may have been a typo in your email address. If you are still having trouble, please send an email to hello@thesorbustree.co.uk so that we can investigate.

You can order our chilled ready meals up to 2 weeks in advance.

You will see all the available dates at the checkout point.

We cannot take orders any further in advance, just in case we update & change any of the dishes on the menu.

No, it's ONE order per time slot.

If you wish to place and order for another person at the same time as placing an order for yourself and thus collect all at the same time, you will have to add all items on one order and then divide up the meals respectively yourself.

We are only able to edit orders that are confirmed for 'collection'. The settings with our website do not allow for make additions to an order that is for delivery.

Collections & Delivery

Tuesday, Wednesday, Thursday, Friday between 2pm and 6pm.

For the time being, collection is from Small Plates restaurant which is centrally located in Ruthin.  Full address is 5 Upper Clwyd Street, Ruthin, LL15 1HY.

We have placed a sign for "The Sorbus Tree" in the window to help you find us.

We are following the current government guidelines for meal pick-up services:


*Customers should have staggered collection times - customers should be discouraged from entering the premises until their order is ready. 

*Customers whose orders are ready should enter one at a time to collect orders.

*Businesses should discourage crowding outside the premises. Where possible, maintain 2 metres separation.

When you arrive at Small Plates to collect your order, we politely ask that you wait outside and we will bring it to the doorway for you.

Delivery is free but only available for orders over £55 on Wednesday & Friday between 11am and 6pm within a 12 mile radius of Ruthin, LL15 1HY.

If you are beyond a 12 mile radius of Ruthin and you are unable to collect (or know anyone else who can collect on your behalf), please email us at hello@thesorbustree.co.uk and we will be happy to consider what may be possible.

Delivery is free but only available for orders over £50 to customers within a 12 mile radius LL15 1HY. If you are beyond the 12mile radius of Ruthin, if you’re unable to collect (or know anyone who can collect on your behalf) and would like to place an order, please email us at hello@thesorbustree.co.uk so we can consider what options may be possible and any relative costs.

No I’m afraid not. You must order 48 hours in advance. We make our dishes fresh on the day of collection or delivery which means our ingredient stock levels are based on what we have ordered from our suppliers to meet the orders we have for each day.

When delivering, your order will be transported in chilled boxes and delivered to your door. If you have any special requests or instructions, please make a note on your online order or email us in advance.

Delivery is only available on a Wednesday and Friday between 11am and 6pm. 

Given we are only a small business and carry out the deliveries ourselves, we are unable to allocate specific times but if you wish to request a preferred time slot please add this into the "additional details" field for your order and we will do our best to accommodate. Please also be sure to add in any specific delivery instructions in case your property is a hard to find.

If you are not at home when we deliver, we will always be sure to leave your order in a safe place. 

We will always leave your meals in a safe place (or with a neighbour if you prefer). If there are any special instructions, please let us know by in the 'additional details' section of your order or send us an email in advance.

Yes, thankfully (for us all) our business services are not affected by the restrictions, so you are still able to place orders for our chilled ready meals to collect and we are still able to deliver, even across the county borders. 

For more information please click HERE

General Questions

Depending on the size of the items, they will either be packaged in small plastic tamper-proof pots or in oven-proof heat sealed food trays with a film lid. All dishes come fully labeled with ingredients, cooking and storage instructions.

All our packaging is recyclable.

We have a strong and conscious approach to the sustainability of everything we do at The Sorbus Tree. From the suppliers and ingredients we use to create our dishes to the packaging we use to deliver them to you in. 

All our packaging is recyclable with many containers such as the plastic tubs having the added bonus of being reusable so they don’t necessarily have to be thrown in the recycling bin.

For the chilled meals, we don’t deliver or include anything other than the meals that have been ordered. If you have any special requests, please send an email to hello@thesorbustree.co.uk and we’ll happily look into doing what we can to help.

For outside catering bookings, napkins, glassware, cutlery and crockery can be supplied if required. We will discuss all your options with you in person.

The only vouchers that can be used on this site are The Sorbus Tree (electronic) gift cards.

All vouchers purchased before March 2020 from On The Hill have being extended indefinitely.

Customers who still have vouchers from On The Hill will be able to redeem them at Small Plates which reopens on Friday 27th November 2020. The same applies for Small Plates vouchers which have been extended by an extra 9 months.

Please keep an eye on the Small Plates website and social media pages for updates and information on booking a table.

Yes absolutely! We can cater to all occasions. Please email us to discuss further.

When purchasing a Gift Card, please select 'Collection' at the checkout stage, as if you were placing an order for a chilled meal. We know this is a little confusing but please rest assured you will not have to collect the gift card, it's simply a 'work-around' for the website. When you click through to 'Checkout' you will see that it will be sent to your email address. 

Our usual online chilled meals will not be available from the 19th December - 5th January 2021. So after Friday 18th December the next date you will be able to place order will be on Monday 4th January with Wednesday 6th January being the first available date for collection/delivery.

Please click here to find out about our festive menus which will be available de collection on the 22nd, 23rd, 24th, 30th & 31st December.

Problems & Complaints

We are committed to delivering excellence both in our service and the quality of our food so if you have any complaints or issues please email us at hello@thesorbustree.co.uk and we will be in touch to do our very best to resolve any problems.

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