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 and accompaniments are safe for the microwave but only once they have been defrosted. 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.

You can now order online through the website for 'Same-Day' Collections, as little as one hour in advance.

For Deliveries, 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.

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.

Yes! You will see all the available dates & times at the checkout point. If anything changes on the menu, if you want to add or edit anything on an order you've already placed, just send us an email and we'll do our best to help.

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

Tuesday & Wednesday 10am-4pm, Thursday & Friday 10am-5pm

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.

Sadly, we cannot offer deliveries at the present time.

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 electronic The Sorbus Tree gift cards.

All unused On The Hill vouchers were extended for customers to redeem at Small Plates with a final deadline of 30th November 2021. If you still have a voucher from On The Hill, please note that it will no longer be valid for use.

We have now disabled any further purchasing of our electronic Gift Cards. We will be introducing an alternative 'Gift' option soon!

For anyone who has a Sorbus Tree gift card and wishes to place an order, please note that 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 for another order but please take note of the expiry date of your card.

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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