FAQs
Got questions? We’ve got you covered! Browse our FAQs for important details on ordering, collection, dietary information, and more. If you need further assistance, don’t hesitate to reach out!
When are your opening times?
Our current opening hours are typically the following:
Monday to Thursday: 11pm - 9pm
Friday: 11pm - 7pm
Saturday: 11pm - 9pm
Sunday: 4pm - 9pm
How far in advance can I order?
As far in advance as the calendar at checkout will allow you (typically 2 months in advance).
Do you accept same-day orders?
Yes, you can place same-day orders on our website. However, if time slots are not available, it means we are sold out for the day.
What happens if I don't collect my order within the specified time slot?
If your order is not collected within the specified time slot, we may be able to accommodate your delayed arrival time. However, depending on the circumstances that day, your order may be canceled without a refund. If you anticipate any delays, please let us know as soon as possible.
Can I request catering for large events?
Absolutely! We cater for large events such as BBQs and parties and would love to help make your occasion special. To inquire, please fill out this form: Event Catering Inquiry Form.
Can I get a refund or exchange for my order?
All orders are final, and we’re unable to offer refunds or exchanges. However, if you have any concerns, we’re happy to assist! Please reach out to us via our website live chat, Instagram direct messages (@masmacncheese), or email at info@masmac.co.uk.
Where do I collect my order from?
We offer collections from Mawbey Place, just a 1-minute walk from the Old Kent Road Fire Station (SE1). Additionally, collections from Alive Church London, located on Congreve Street (SE17), are available on Sundays and Fridays as-well. You can specify your preferred collection location at checkout.
Do you offer delivery?
Currently, we do not offer delivery. However, once we do, we will be sure to announce it. We do accept cab pickups, but please notify us via Instagram DM, email, or our website live chat in advance if you plan to collect your order this way.
Can I order trays to come unbaked?
Yes! Just let us know in the checkout notes if you'd like us to leave it unbaked, and we will provide it with instructions so you can bake it fresh from the comfort of your own home.
Can I change my collection date?
Yes, you may change your collection date once, but this must be done at least 24 hours in advance. Simply reach out to us with your new preferred date, and we’ll do our best to accommodate your request.
Can I cancel my order?
Orders cannot be canceled, so please ensure you are certain before placing your order.
Can I have my order customised?
Yes, this will depend on your request. Please specify your requirements when placing your order, and we will let you know if we can accommodate them.
Do you provide cutlery?
We automatically provide cutlery for our X-Small and Small trays. For our Medium and Large trays, we provide up to 6 sets of cutlery upon request, at no additional charge.
How long do you recommend storing my mac and cheese?
We recommend storing it for no longer than 5 days in the fridge and up to 3 months in the freezer.
Is your mac and cheese vegan or vegetarian-friendly?
Yes, our mac and cheese is suitable for vegetarians; however, it is not suitable for vegans. Please check our Instagram highlight titled ‘Dietary Requirements’ for more details.
What dietary requirements do your menu items accommodate?
Our menu items are vegetarian-friendly, nut-free, and free from fish and shellfish. However, we do not offer vegan, gluten-free, dairy-free, lactose-free, or soya-free options at this time.
What is your response time?
Our response time on all platforms (including our website and via email) is typically within 24 hours, but we aim to get back to you as quickly as possible. If it's urgent, feel free to reach out via our Instagram direct messages for a faster reply!
What is your contact info?
You can reach us at:
📧 Email: info@masmac.co.uk
📱 Instagram: @masmacncheese
💬 Website inbox: Contact us directly through our website.