FAQs

 All your questions & queries answered!

Our Food

Yes, all our dishes come with full, simple to follow 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. Full instructions will be printed on the label for each dish and you can also view the cooking & storage instructions for each dish in the product description on the website.

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 not. 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.

You can view the full storage instructions for each dish on the website which are also printed on the labels of each dish.

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.

Yes, absolutely! We often have requests for 'special occasion' meals and we'll always be happy to discuss & suggest some suitable options such as Beef Fillet Wellington, Salmon En Croute, Surf & Turf and much much more.

Please email your enquiry to hello@thesorbustree.co.uk and we will be in touch.

Ordering

All orders for our oven ready meals are made through the website. If however you have a last minute 'on the day' request, we welcome you to drop-in or send us an email so we can check our stock levels as we will often be able to accommodate your order.

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.

You cannot order our Friday Breakfasts & Lunches via the website. For these, you can simply turn up on the day or order in advance via email, social media or text (please see full details on the 'Friday's' page).

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

We do not accept cash payment.

If you're coming to the unit to collect a last minute/on-the-day order, we have a card machine available on site and/or we can take your card details in person when you arrive to collect your order.

Collections for Friday Breakfasts & Lunches can be paid for either in cash or via our card machine.

There is no minimum spend for collections. We do have a minimum spend for delivery. Please see the 'How It Works' page for more information.

There is a 1-day cut-off ordering.

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 do however welcome any last minute/on-the-day requests so please don't hesitate to get in touch or drop-in to see what we have in stock and can accommodate.

If you wish to change or add anything to a current order, please email us at hello@thesorbustree.co.uk as oppose to booking another collection or delivery slot.

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 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.

Collections & Delivery

Tuesday, Wednesday, Thursday, Friday between 1pm and 6pm

Saturday between 10am and 1pm

Unit 4, Birch House Business Park, Hen Lon Parcwr, Ruthin, LL15 1NA

We are the last unit on the right.

When you arrive at our unit (where there is plenty of parking available), please come to the main front door where you will find a team member behind the counter top who will then collect your order from the fridges for you.

Please try to have your order name & number with you.

Please refer to the 'How It Works' page for full details on where we deliver to and the respective delivery charges.

If your postcode is not recognised in the checkout page and thus beyond our usual parameters 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.

Please visit the 'How It Works' page for full details on the postcodes we deliver to and the related delivery charges and minimum spends.

Please do get in touch with us if you have a last minute/one-the-day request and we will do our upmost to accommodate. We hate to turn customers away and although we often have sufficient supply of dishes we hope you understand that we can't promise to be able to fulfil every request.

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, Thursday and Friday between 9am 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.

General Queries

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 been extended by an additional 9 months.

Customers who still have vouchers from On The Hill will be able to redeem them at Small Plates when the restaurant reopens. The same applies for any 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.

When using a Sorbus Tree gift card to place an order, if the order total is above the value of the gift card, the difference can simply be paid by card just like any normal online order. Spending under the value of a gift card means the remaining balance will stay on the same gift card to use at a later date.

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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