Frequently Asked Questions
Find answers about ROAD’s Food, ordering, delivery, Click & Collect, ready meals, Native Chef products, allergens, storage, catering and more.
About ROAD’s Food
ROAD’s Food is your destination for authentic Nigerian food made easier.
As the umbrella brand, ROAD’s Food brings together chef-prepared ready meals from ROAD’s Cuisine, cook-at-home ingredients and recipe kits from Native Chef, and recipe inspiration designed to help more people enjoy authentic Nigerian food.
ROAD’s Cuisine offers chef-prepared ready-made Nigerian meals for customers who want to enjoy authentic food without the long preparation time.
Native Chef provides ready-to-cook ingredients, cooking pastes, spice blends, frozen vegetables, prepared proteins and meal kits for customers who prefer to cook at home.
Not at all. Our products are designed for everyone, from lifelong lovers of Nigerian cuisine to people discovering it for the first time.
Our products can be ordered through the ROAD’s Food website for delivery across the UK mainland or collected from one of our available Click & Collect locations.
Availability may vary by product and location.
Ordering and Payments
Browse the relevant Eat Now or Cook at Home products, add your chosen items to your basket and complete checkout securely online.
Any minimum order requirement will be clearly displayed during checkout before payment.
Please contact us as soon as possible.
If preparation, packing or dispatch has not started, we will do our best to help. However, changes or cancellations may not be possible once an order has entered preparation or dispatch.
We accept major debit and credit cards together with the secure online payment options displayed during checkout.
Yes. Payments are processed through secure payment providers, and full card details are not stored directly on our website.
Delivery
We currently deliver to addresses across the UK mainland.
Some postcode restrictions or service limitations may apply depending on courier availability. Your available delivery options will be confirmed during checkout.
Delivery charges are calculated using live courier rates based on factors such as the weight of your order, delivery postcode and available delivery service.
The final delivery cost will be shown at checkout before you complete payment.
No. Free delivery is not currently available.
The applicable delivery charge will be calculated and displayed during checkout.
Courier deliveries are available Monday to Friday, subject to courier availability and any public holiday restrictions.
Yes. A £3.99 frozen packaging charge applies to every order requiring frozen delivery.
This covers the specialist packaging needed to help protect frozen products while they are in transit.
Yes. Someone must be available at the delivery address to receive frozen orders.
Frozen products should be placed into suitable storage as soon as possible after delivery.
Delivery times depend on your location, the products ordered and the courier service available at checkout.
Estimated delivery information will be shown during checkout or provided after dispatch.
Where courier tracking is available, tracking information and delivery updates will be sent after your order has been dispatched.
Combining multiple products into one order may provide better value than placing several separate orders.
However, the final delivery charge will depend on the total order weight, destination and live courier rate.
Someone must be available to receive frozen deliveries.
If delivery cannot be completed, the products may no longer be suitable for redelivery. Any additional costs or losses may be the customer’s responsibility, subject to the courier’s terms and the circumstances of the failed delivery.
Delivery is currently limited to the UK mainland.
Click & Collect
Yes. Click & Collect is available from our Lewisham and Norwood collection locations during their advertised collection days and times.
Available collection options will be shown during checkout.
Lewisham Collection Point
14 Boone Street
London
SE13 5SB
Collection is available:
Wednesday to Saturday, 4:00 pm–8:00 pm
Norwood Collection Point
8 Market Place, Portland Road
London
SE25 4PP
Collection is available:
Friday to Sunday, 4:00 pm–8:00 pm
Please bring your order confirmation and any collection details provided after checkout.
We may also ask for identification or confirmation of the name used for the order.
Another person may collect your order where this has been arranged with us in advance.
They should bring the order confirmation and any identification or collection information requested.
Please contact us as soon as possible.
Because some products are perishable or frozen, we cannot guarantee that orders can be held beyond the agreed collection period.
ROAD’s Cuisine Ready Meals
Yes. Our meals are freshly prepared using authentic Nigerian recipes before being appropriately chilled or frozen.
ROAD’s Cuisine products are prepared meals, but most will require reheating before serving.
Always follow the instructions provided on the product page and packaging.
Heating instructions are provided on the product page or product packaging.
Instructions may vary depending on the meal and portion size, so always follow the directions supplied with the product.
Some meals may be suitable for heating from frozen, while others may need to be defrosted first.
Please follow the instructions provided with the individual product.
Follow the storage instructions shown on the product page and packaging.
Frozen meals should be placed in a freezer as soon as possible after delivery or collection.
Do not refreeze a product after it has been fully defrosted unless the product instructions specifically state that it is safe to do so.
Use-by dates and storage instructions are shown on the product packaging.
Always follow the date and storage guidance provided with your meal.
Native Chef
Native Chef offers cook-at-home ingredients and food solutions designed to make authentic Nigerian cooking quicker and easier while keeping you in control of the final meal.
The range may include cooking pastes, frozen vegetables, prepared proteins, dry cooking kits, grains, flour, granules and cupboard ingredients.
Native Chef cooking pastes are prepared cooking bases designed to reduce preparation time while helping customers maintain authentic Nigerian flavours.
Selected frozen vegetables are washed, prepared and ready to cook.
Please check the individual product page and packaging for preparation and cooking instructions.
Dry cooking kits contain selected ingredients, seasonings or mixes intended to help customers prepare specific Nigerian dishes more quickly and conveniently.
This depends on the individual product.
Some kits may contain the main dry ingredients or seasoning blend, while additional fresh ingredients, protein, oil or water may still be required.
Please check the product description before ordering.
No. Native Chef products are generally designed for cooking or preparation at home.
Always follow the instructions provided with the individual product.
Ingredients, Quality and Spice Levels
Selected products may be Halal.
Please check the individual product page and packaging for the most accurate information.
Spice levels vary between products.
Where appropriate, the spice level will be shown on the product page or packaging.
We aim to use authentic ingredients, flavours and recipes while maintaining consistent product quality and convenience.
The ingredients list is provided on the product packaging and may also be available on the individual product page.
Always check the packaging before consuming the product.
Allergens and Dietary Requirements
Some products contain or may come into contact with allergens.
Always check the allergen information on the individual product page and packaging before purchasing or consuming a product.
We provide allergen information to help customers make informed choices. However, products may be prepared or handled in environments where cross-contamination cannot be completely eliminated.
Customers with serious allergies should contact us before ordering.
Yes. Vegetarian products are clearly identified where applicable.
Please check the ingredients and allergen information on the individual product page.
Selected products may be suitable for vegans.
Please check the individual product description, ingredients and allergen information before ordering.
Selected products may not contain gluten ingredients, but this does not necessarily mean they have been prepared in a certified gluten-free environment.
Please check the individual product information and contact us where clarification is needed.
Storage and Food Safety
Always follow the storage instructions printed on the product packaging.
Frozen items should be placed in the freezer immediately after delivery or collection. Chilled products should be refrigerated where instructed.
Check the order promptly and place frozen products into a freezer as soon as possible.
Contact us immediately if the package appears damaged or the products have arrived in an unsuitable condition.
Take clear photographs of the packaging and product, then contact us as soon as possible with your order number and details of the issue.
Catering
Yes. We provide Nigerian catering for weddings, birthdays, corporate events, church events, family celebrations, festivals, funerals and private parties.
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Complete the catering enquiry form on our website with details such as your event date, location, number of guests and preferred food options.
Our team will then contact you to discuss your requirements.
We recommend submitting your enquiry as early as possible, particularly for large events and popular dates.
Availability is not confirmed until the booking has been agreed.
Please include any dietary or allergen requirements when submitting your catering enquiry.
We will confirm what can be accommodated based on the menu and preparation environment.
Storage and Food Safety
Always follow the storage instructions printed on the product packaging.
Frozen items should be placed in the freezer immediately after delivery or collection. Chilled products should be refrigerated where instructed.
Check the order promptly and place frozen products into a freezer as soon as possible.
Contact us immediately if the package appears damaged or the products have arrived in an unsuitable condition.
Take clear photographs of the packaging and product, then contact us as soon as possible with your order number and details of the issue.
Catering
Yes. We provide Nigerian catering for weddings, birthdays, corporate events, church events, family celebrations, festivals, funerals and private parties.
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Complete the catering enquiry form on our website with details such as your event date, location, number of guests and preferred food options.
Our team will then contact you to discuss your requirements.
We recommend submitting your enquiry as early as possible, particularly for large events and popular dates.
Availability is not confirmed until the booking has been agreed.
Please include any dietary or allergen requirements when submitting your catering enquiry.
We will confirm what can be accommodated based on the menu and preparation environment.
Business Customers
Yes. Trade and wholesale enquiries are welcome.
Please contact us with information about your business and the products you are interested in.
Trade arrangements may be available for eligible restaurants, retailers and other business customers.
Please contact us to discuss your requirements.
Returns and Order Issues
Perishable and frozen food products cannot normally be returned simply because a customer has changed their mind.
However, please contact us if an item is faulty, damaged, unsafe, incorrect or not as described. Any available remedy will be handled in line with our Returns and Refunds Policy and applicable consumer rights.
Contact us as soon as possible with your order number, details of the incorrect item and photographs where appropriate.
Contact us with your order number and details of the missing product so that we can investigate.
Please visit our Returns and Refunds Policy page for complete information.
Contact
You can contact us through:
- The website contact form
- Telephone
- Our official social media channels
Current contact information is available on the Contact page.
AI Kitchen
AI Kitchen is a planned recipe inspiration experience designed to help customers discover Nigerian recipes and relevant ROAD’s Food products.
Coming Soon.
AI Kitchen is being developed to generate recipe ideas, recommend relevant products and help customers decide what to cook.
Coming Soon.
Shopping-list functionality is planned as part of the future AI Kitchen experience.
Coming Soon.
Image-upload and dish-recognition functionality is planned for a future release.
Not yet. AI Kitchen features should be clearly labelled Coming Soon until they are ready for customers to use.