Questions about us
My account
Ingredients
Meals
Delivery
Sustainability
Payments
Friends invite friends
Covid

Questions about us

How do I contact customer service?

It’s easy. You can email us at service@allcook.kitchen or fill in the Contact form at our website, click on “Contact us” at the bottom of any page.

Where do you cook?

We produce all meals at the modern kitchen in Lausanne. Avenue de Rumine 13, 1005 Lausanne.

Who cooks your meals?

We have a team of professional chefs with decades of experience producing meals for catering events of artisanal quality. Our executive chef, Benoit Thorey, worked in such catering organisations as Potel et Chabot Paris, Novae Traiteur Geneva, Traiteur de la Réserve Geneva.

How do you ensure freshness, hygiene and safety of your meals?

The ingredients are cooked the same day they arrive and are packed and delivered to your house within 24 hours. We work under strict hygiene conditions. Our kitchen is equipped with high-performance tools allowing us to obtain high hygiene standards. We recommend consumption dates on each of our meals that a biological analysis laboratory has approved.

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My account

Can I buy only once, or do I have to buy weekly?

You can make only one order, or if you like our service, define any frequency corresponding to your lifestyle. No strings attached. You don’t need to know in advance how often you would like to order; it is very flexible. We see that our existing customers have 3 preferred ways of ordering. “Planners” plan forward their deliveries for 4 weeks forward. They increase or decrease their orders, skip one or several weeks, even change the address when travelling within Switzerland. “Spontaneous” buy time to time when they feel like to treat their family or friends with an excellent dinner or lunch. “Travellers” freeze orders for an indefinite time when they are on vacation, for example, and unfreeze when they are back. You can also request to delete your account, we will be sad, but we will do it immediately upon your request.

How does the weekly subscription work?

When you subscribe to our chef-cooked meals delivery service, you select your meal plan, a number of servings, delicious add-ons (if you wish), and a delivery day. Your first order of our healthy meals delivery will be saved on your account as your weekly meal preference. You can update your preferences using your account. Every week you can let us know your preferences for the upcoming week, and, with this in mind, we order fresh ingredients and cook for you. This is why each account has a cut-off day/deadline for you to update your preferences. 

Wednesday previous week 23:59 for delivery on Tuesday.
Thursday previous week 23:59 for delivery on Wednesday.
Saturday previous week 23:59 for delivery on Thursday

A couple of days before your cut-off date, you will receive an SMS and e-mail reminder to update your preferences. You can easily pause or cancel your subscription. However, if that change happens after your cut-off date, you will still pay and receive your saved order. It happens because we have already ordered the ingredients for your meal box.

I forgot to update my preferences before cut off date!

We change our menu every week so you can enjoy a variety of foods and experience new dinner and lunch ideas. A couple of days before your cut-off date, you will receive an e-mail and an SMS reminder to update your preferences. Nevertheless, if you forget to update your preferences before the cut-off date, we will predict what you may like to eat based on your past orders. So if you’re in for a surprise – we hope you like it (our customers usually do!)

How do I cancel or pause my subscription?

You can easily pause or cancel your subscription by logging in to your account and clicking on your box preferences in the menu. However, if that change happens after your cut-off date, you will still pay and receive your saved order. It happens because we already have ordered ingredients for your meal box. Each account has a cut-off day.

Wednesday previous week 23:59 for delivery on Tuesday.
Thursday previous week 23:59 for delivery on Wednesday.
Saturday previous week 23:59 for delivery on Thursday

 

Will my subscription renew automatically?

If you have an active order and account, we will prepare and send your order.
We will not send you meals if your order or account is paused. You can activate or pause your orders. Please do this before

Wednesday previous week 23:59 for delivery on Tuesday.
Thursday previous week 23:59 for delivery on Wednesday.
Saturday previous week 23:59 for delivery on Thursday

Can I return my meals if I don't like them?

Since our food is cooked to order and super fresh, we can’t accept returns or issue refunds. Mistakes do happen so if there are problems with your order, contact us and we’ll work something out. We do take quality very seriously, and we want your experience to be as easy, and delicious as possible.

I didn't receive the meals I wanted!

If you didn’t update your choice before the cut off date, you would receive your meal box based on your past orders. If you forget to update or need help, you can contact customer experience, and we will do everything we can to make sure your order is updated to the meals you would like. Although we try and be as flexible as possible, we’re unable to give refunds for packed and shipped meals.

How do I switch between plans?

You can easily switch between plans by logging in to your account and clicking on your box preferences in the menu. However, if that change happens after your cut off date, you will still pay and receive your saved order. It happens because we already have ordered ingredients for your meal box. Each account has a cut off day of the week

Wednesday previous week 23:59 for delivery on Tuesday.
Thursday previous week 23:59 for delivery on Wednesday.
Saturday previous week 23:59 for delivery on Thursday

What do I do, if I need to travel?

You can easily pause your subscription by logging in to your account and clicking on your box preferences in this week’s menu. Don’t forget to activate your subscription on your return to continue to enjoy our delicious meals.

To pause several orders please follow this link

To pause the entire subscription please follow this link

 

How many orders can I edit or pause at once?

You have visibility of 4 orders forward which you can edit. Please follow this link to do it if you already have an account.

If I'm not sure when I will be willing to order again, can I pause the account without a need to log in every week?

Yes, you can – allcook.kitchen subscription is very flexible!

Pause your account indefinitely and activate it with one click by logging into your account and clicking on Account/Customer account; please use this link to get there directly.

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Ingredients

What should I do if I have an allergy to certain foods?

We label major allergens on the label; also, you can read the full list of ingredients in the description of each meal on our website. Point your smartphone camera on an individual QR code provided on each meal pack. We never use in our recipes shellfish, peanuts or peanut oil. While many of our meals may not contain specific allergens, all our production is done in a facility where cross-contamination may occur, so we cannot guarantee that our products are completely allergen-free.

Are your ingredients organic?

Many ingredients we use are organic, and the vast majority are local ingredients that are sustainable. Our food has no artificial ingredients, binders, fillers, or artificial preservatives added. All ingredients are seasonal.

Where do you source your ingredients?

We buy from Swiss suppliers with a maximum focus on a short delivery route. Our meat, poultry and seasonal vegetables come from local producers. Our fish comes from sustainable fishing and certified farming. We are in search of certified products daily, in order to offer you distinctive quality labels (Label rouge, MSC, AquaGAP, GLOBAL G.A.P, IGP, AOP).

 

How do you ensure freshness of ingredients?

We purchase perishable ingredients once you’ve sent your order to ensure ultra freshness of ingredients and zero waste in our kitchen.

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Meals

Can I customise my meal box every week?

Absolutely! Just remember to log into your account and select your meals by two cut-off times: Wednesday 23:59 (for delivery on Tuesday), Thursday 23:59 (for delivery on Wednesday),  Sunday 23:59 (for delivery on Thursday). Our customer service team will send you a reminder SMS on your mobile a couple of days before your chosen cut-off date. We offer various meals and add-ons every week, which is perfect for trying new dinner ideas. We make sure to have seasonal options available for everyone while keeping some favourites around a little longer.

How big is one serving?

One meal weight is 450-500g on average, and it provides between 600 and 800 calories. It is sufficient for one adult or one teenager with low to average physical activity schedules (1-3 hours per week). Half of a portion is suitable for a child. If your physical activity is higher you can order an additional portion of protein, soup(s), or side(s). An average person with moderate physical activity requires 2000 calories per day (1800 for a woman and 2300 for a man). It is recommended to reserve higher calorie meals for lunchtime (around 800 kcal) and lower for dinner (600 kcal).

For how long do my meals stay fresh?

You can store most of our meals in the refrigerator for up to 7 days, fish and salads for up to 5 days. Our meals never arrive frozen, always fresh, and have a best by date on the individual packages. Keep opened pack in the refrigerator not longer than 2 days in a closed tupperware.

Can I freeze the meals?

We don’t recommend doing so. Our meals are designed to be eaten fresh by the expiration date on the pouches. We cannot offer directions for reheating meals that have been frozen.

How should I finish cooking at home?

We have designed our meals to make the final treatment at home easy; this approach allows you to eat and serve freshly cooked food. Proteins, vegetables and grains are packed individually so that they stay fresh for a longer time. Different meals may require different treatments at home (in an oven, in boiling water, sometimes in a microwave or pan). Point your smartphone camera at an individual QR code provided on each meal pack to get explicit instructions on finalising the cooking process at home. It takes on average 15 minutes from a fridge to a table.

Do you offer meals for specific dietary needs?

We offer a Vegetarian meal plan consisting of vegetables, grains and pulses and doesn’t include any meat, poultry or fish. Proteins are coming from pulses, seeds, dairy or eggs. We offer a low carbohydrate diet full of vegetables, healthy fats, and proteins for those who would like to lose a couple of kilos. Most meals from the Low Carbohydrate diet are also gluten-free; however, they are not suitable for people with celiac disease as our production is not certified. Some foods are lactose-free. All major allergens are mentioned on the label.

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Delivery

What should I do if my meal box has not been delivered?

If your cooking box has not yet been delivered please get in touch and we’ll respond ASAP. You can view the status of your box at any time. Simply use the link for shipment tracking that our delivery partners will send you in advance by email or SMS.

When will my cooking box be delivered?

Once you place your order, we purchase ingredients, cook, pack and post your food delivery. That process usually takes between 4 and 7 days, 6–7 days when there is a weekend between your order and delivery. Once you decide that you would like to get our meals weekly, you can schedule your delivery on Thursdays, Wednesdays or Tuesdays. You will get an email and SMS from our delivery partners informing you about your delivery status. You also can schedule the time of delivery yourself by clicking on the link provided by our delivery partners. We want our food preparations delivery to complement your schedule.

Who delivers your meal boxes?

We work with Swiss Post to deliver your parcels.

How can I change the delivery day and delivery time?

You can change your delivery date by logging in to your personal account. To manage the delivery time, click on the link provided by our delivery partners by email or SMS.

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Sustainability

How do I recycle your packaging?

Reducing our impact on the planet is fundamental to us. That is why we work on the preorder; this approach allows us to have ZERO food waste. 98% of our packaging is compostable, recyclable or reusable. We supply a free post label with every 4th box so that you can return ice blocks in a carton box to us.  We reuse ice blocks and a carton. You can recycle a carton box together with other paper. You can put the thin wooden trays in the compost as well as the compostable vacuum bags. A small part of our packs are not compostable, it is a challenge to pack liquid products, but we are working on it with our suppliers.

What do you do to reduce food waste?

We order perishable ingredients and cook your meals once you order. This approach allows us to avoid traditional food-chain waste when retailers have forecasting errors and overstock the supermarket shelves. We cook rich vegetable and meat stock from vegetable peel and bones; we use it to sublimate your meals. Our chefs love the zest of citrus and use it to perfume your meals. Once the zest has been used we produce citrus juice, which you can purchase on our website. We always work with sustainability in mind. 

 

How do you reduce CO2 emissions?

We use local ingredients and seasonal vegetables as much as possible and avoid exotic fruits and vegetables. We offer a wide choice of vegetarian meals, and we will be launching a vegan menu soon. Our food delivery partners adhere to CO2 reduction and compensation operational practices. Read more Swiss Post.

Do you use plastic to pack your meals?

Our packaging is 90% recyclable or biodegradable. We do use non-recyclable plastic for vacuum packing to ensure meal freshness. There is currently no such technology that allows keeping meals fresh for more than 2 days without plastic. We are 100% plastic neutral: every month we collect and recycle plastic from world oceans in cooperation with Plastic bank.

Can I return boxes and ice blocks, and how can I do that?

We encourage our customers to return the box with gel ice blocks from several orders, a minimum of four (4) orders to ensure economic and ecological sense. Gel ice blocks are reusable; you don’t need to refreeze them; leave them in the box, and once the box is full, attach the free label (we provide) and send it back to us. We will reuse the box and ice. Unfortunately, the unfolded box can not be shipped to us, you can dispose of it with other carton from your household, and it will be recycled as it is spotless and never was in contact with food.

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Payments

Does my credit card get charged if I skip a week?

Your credit card will not be charged if you skip the week before

Wednesday, the previous week 23:59 – for delivery on Tuesday.
Thursday, the previous week 23:59 – for delivery on Wednesday.
Saturday, the previous week23:59 – for delivery on Thursday

We’ll send you an email and SMS to remind you to choose your meals or skip in advance of this deadline each week.

How do you ensure security of my credit card?

We use Stripe Payment Security Platform to secure your payment data.

Can I change my payment method?

You can change your payment method by logging in to your account and clicking on “Payment method” in your account menu.

Can I get a refund if I don't like the meals I purchased?

We do everything to ensure high levels of customer satisfaction. But if you believe these levels have not been achieved, please contact us by sending an email to service@allcook.kitchen or by filling in the contact form on our website to share your concerns; we will figure out what we can do to solve the issue.

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Friends invite friends

You can get a discount for your box by inviting friends to try our meals!

Get a 20 CHF discount on your next box by inviting your friends to try our meals. Your friend will also get a discount of 20 CHF. Once your friend orders their first meal box, a discount will appear on your account and automatically will be applied to your next bill. Click here to invite your friends

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Covid

Is the virus transmitted through food?

It has not been proven that the new coronavirus can be transmitted through food. You can find more information on the website of the Federal Office of Public Health.

How have you changed your health and hygiene rules and processes since the outbreak? What are you doing to prevent the virus from spreading?

The safety and quality of our products, as well as the well-being and health of our customers, are our top priority. We wouldn’t do anything to compromise this. Besides our stringent hygiene and safety guidelines, we have taken further precautions to ensure that our customers and our employees continue to stay healthy. We adhere closely to the World Health Organization’s latest recommendations and pass them on to our employees.

Are there any delays in delivery?

It is very important to us that your box is delivered on time and we do everything we can to ensure that it stays that way. Should we still have to make unexpected changes to your delivery, we will inform you as soon as possible.

Are the ingredients and packaging hygienic and safe?

The safety and quality of our products as well as the well-being and health of our customers are our top priority. We wouldn’t do anything to compromise this. We carry out very strict food checks within our supply chain so that you only get the best ingredients. Incidentally, it has not been proven that the new coronavirus can be transmitted through food. This has been confirmed by several official authorities.

What are you doing to make sure the virus is not spreading through your drivers?

The safety and quality of our products as well as the well-being and health of our customers are our top priority. We wouldn’t do anything to compromise this. In addition to our very strict hygiene and safety guidelines, we have taken further precautions to ensure that our customers and our employees remain healthy. We adhere closely to the latest recommendations of the World Health Organization and pass them on to our employees. We have also asked our delivery partners to introduce stricter hygiene measures. These include frequent hand washing. Drivers are encouraged to stay home if they feel sick, show symptoms of an acute respiratory infection, or have been in close contact with a confirmed case of infection.

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