Help Section | Nando's

General

Delivery

Collection

General

Can I use vouchers or Gift Cards when I order online?

Unfortunately, we cannot accept Nando's Gift Cards on Collection or Delivery orders at the moment.

I placed an order online but didn't receive a confirmation email, so have you got my order?

If you reached the confirmation screen after placing your order and paying for it, then it's likely that the confirmation email just didn't reach you, so check your junk folder and make sure your email is working ok.

If you didn't get to the confirmation screen and didn't get an email it's likely something went wrong and your order hasn't gone through. Please try again or get in touch with us.

Can I use my NHS/Emergency Services/Military discount online?

Unfortunately, we can’t apply discounts to online click & collect and delivery orders at the moment.


We are working hard in the background to make this possible and get back to rewarding the teams of people who look after us every day.

What happens if my payment fails?

You'll be notified immediately if the payment doesn't go through. If you've tried again and it's still not processing then please contact your bank.

What payment methods can I use?

Currently we're cool with Visa, MasterCard, Maestro cards and Amex cards for payment for both Delivery and Collection orders.

Not so cool with PayPal and Apple Pay… just yet!

Is your takeaway packaging recyclable?

Our takeaway bags are 100% recyclable. All other items have a thin plastic lining, which unfortunately means they’re not widely recycled. The lining is the challenge as there are only a small number of specialist plants in the UK able to process it for recycling. But it can be done. We know it’s frustrating for our customers when they can’t recycle their takeaway packaging at home, so we’re working hard to change that.

What if I have allergies?

For Click & Collect and Delivery Orders, we can't currently cater for specific dietary requirements, sorry!

If you visit the menu page, you can see all our allergen information.

Does Nando’s serve halal chicken?

Some of our restaurants serve halal chicken. Check our halal chicken page for details on where and why we serve it, who supplies it and how we publicise it.

What is your privacy policy?

It’s no secret. Head to our privacy policy page to find out more.

What is your cookies policy?

Visit our cookies policy page to find out more. It’s worth keeping track of.

How do I get a Nando's Card?

In the market for a Nando’s Card? Well, good news - you can get one in a matter of minutes, straight to your phone.

Simply create an account here and add your Nando’s Card straight to your Apple Wallet or Google Pay.

If you already have a Nando’s account from signing up for Wi-Fi or Delivery simply login and follow the steps to get your Nando’s Card.

Some items in the menu are not available. Why is this?

Every now and then, we get more orders for PERi-PERi than we have predicted, which means our restaurants run out of stock. We know it’s frustrating, and we’re sorry, but we promise to have the restaurant fully stocked again as soon as we can! In the meantime, why not exPERiment and try something new?

Why can't I order my favourite Nando's menu items online?

You can order almost everything from our menu online. There are certain tweaks and combinations you can't do right now, but we think we've got the most popular requests covered. Let us know here if there's something you wanted to order but couldn't - we can see if there's anything we've overlooked and enable it in a future update.

Not answered your question? No problem... go back to the list of FAQs or get in touch.

Delivery

Do you deliver?

Ask and you shall receive!

Well, order online and we'll deliver. We now deliver nationwide! Nando’s delivery is brought to you by Deliveroo, our delivery partner.

You can check whether your local restaurant delivers to your postcode. If we don't deliver to you, you can still order to collect online on https://order.nandos.co.uk/ and just pop in to collect it.

Why isn't delivery available in my area?

We're constantly monitoring our delivery catchments to provide PERi-PERi goodness for as many people as possible, so please keep checking.

For anywhere we haven't reached yet, you can always collect a takeaway to get your fix. See if your local restaurant is offering Click and Collect.

An item is missing from my delivery – what should I do?

Oh no! We're sorry to hear that. Please check your confirmation email and hit the order help link to chat to the Deliveroo support team.

I've received confirmation that my order has been delivered, but my food has not arrived – what should I do?

Oh no! We're sorry to hear that. Please check your confirmation email and hit the order help link to chat to the Deliveroo support team.

How do I find the number of the restaurant that is delivering my order?

Please check your confirmation email to find the restaurant contact details or visit the restaurant page.

What is the minimum order value for delivery?

If your order is under £15 we’ll charge you up to an extra £5 to get it to you. 

What does the estimated delivery time mean?

It's the estimated time until your delivery arrives, from the point you checked out. A count down to happiness if you will.

How do I register?

Head to delivery.nandos.co.uk and when you're ready to checkout you'll be asked to log in or register using your Facebook or Google account.

Please note that this will create an account with our delivery partner. This account will be different to your Nando's account, but don't worry, you'll still be able to add your Nando's Card to the order during checkout.

Can I place orders in advance?

Not right now, but it is something we are looking at.

Do I have to tip?

Whether you tip or not is completely up to you. You can tip on the website when placing your order or tip in cash when the rider delivers your food. Riders receive 100% of all tips.

How is delivery provided to me?

Once you’ve placed your order on our website, it’s sent directly to the restaurant for them to fire-up and package-up. Once it’s ready, a Deliveroo rider will pick up your order and bring it to your delivery address.

How does the delivery fee work?

The closer you are to the restaurant, the lower your delivery fee. This helps Deliveroo to pay their riders fairly.

What is the service fee?

This helps us give you 24/7 customer service and keep improving the website.

I have a Nando's Card – can I earn Chilli Points with my delivery orders?

Yes! Just enter a valid Nando’s Card number during checkout and you’ll earn Chilli Points on eligible orders which will take 3 days to reflect in your account. To learn more on how our Nando’s card works, click here.

I placed an order but didn't receive a confirmation email, so have you got my order?

If you reached the confirmation screen after placing your order and paying for it, then it's likely that the confirmation email just didn't reach you, so check your junk folder and make sure your email is working ok. If you didn't get to the confirmation screen and didn't get an email it's likely something went wrong and your order hasn't gone through. Please try again or select the order help link.

Why has my order been cancelled?

If your order has been cancelled unexpectedly, please contact the Deliveroo Customer Service team via the Help link on your email.

Can I use vouchers or Gift Cards with delivery orders?

Unfortunately, not right now. Nando's vouchers and Gift Cards can only be used in restaurant. However, if you have a Deliveroo voucher then you can use this.

Can I Change Or Add Items To My Order?

You can contact the Deliveroo Customer Service team via the Help link on the confirmation email, and we'll do our best to make sure you get the changes you need.

What happens if I want to cancel my delivery order?

As long as the restaurant has not yet started preparing your order, you're able to cancel your order via the help link in your confirmation email. If the restaurant has already started preparing your order and you want to cancel, please get in touch with us, you can do this via the help link as well.

How do I give you feedback about my delivery experience?

If you want to share some general feedback about your experience you can get in touch here . We'd love to hear what you think - good or bad!

Not answered your question? No problem... go back to the list of FAQs or get in touch.

Collection

How Can I Reset My Password?

Easy! Just enter the same email address that you used to register for Online Ordering, and we’ll send you a link to reset your password.

Still not working? Get in touch with us and we'll help get it sorted.

What happens if I place my order and realise I have selected the incorrect restaurant once I receive the confirmation email?

Call the restaurant straight away so that they can make sure they don't cook the food and waste any PERi-greatness.

Their contact details can be found here. To arrange for the money to be put back on your card, please get in touch with us. The money may take up to 10 working days to show in your account.

You can go back to place your order with the correct restaurant, but you will need to submit payment again.

Can I change my order?

Sorry, this isn't possible.

Once you've placed your order we'll take payment for that exact order and we can't go back and change it. You could speak to the restaurant team to see if there's anything they can do, there's a chance they might be able to help but it's likely you'll have to queue.

What shall I do if I know I'm going to be late collecting my order?

If you need to speak to us about your order then please call the restaurant you’re collecting from (find the number here).

We’ll be cooking your order to be ready at the time you selected.

What should I do when I collect an order?

You only need your name and order number to collect.

Please just arrive on time and tell us you're collecting an online takeaway order. If you've ordered chips, we'll cook them fresh when you arrive. It's worth waiting a few minutes, believe us.

Find out more about our new collection procedure.

I've just got home and I'm not happy with my order/I'm missing items, what shall I do?

Sorry to hear you're not happy! Please drop us a note on nandos.co.uk/help/contact so we can put it right for you.

How do I give you feedback about my collection experience?

If you'd like to give us feedback about your experience, please email us on hello@nandos.co.uk.

I have a Nando's Card – can I earn Chilli Points with my online collection orders?

Yes! Just enter a valid Nando’s Card number during checkout and you’ll earn Chilli Points on every order eligible.

To learn more on how our Nando’s card works, click here.

I have a Nando's Card – can I redeem Rewards with my Click & Collect orders?

Yes! You can redeem Rewards with Click & Collect.

Do I need to wear a face mask when collecting my Nando’s?

Yes please! For the safety of our team, please wear your face mask when collecting your order.

Which restaurants are offering Walk-in Collect?

Walk-in Collect is now available in every restaurant that is currently open for Eat-In service. To check if your local restaurant is offering Eat-In and Walk-in Collect check here.

Which Collect options are now available?

At the moment Walk-in Collect is available from all restaurants that are open for Eat-In.

Online Click & Collect is available from most restaurants, check here to find your nearest. We will not be taking telephone orders at this time.

Are there any changes to the service due to COVID protocols?

Yes, all Walk- in Collect customers will be expected to adhere to the same COVID 19 safety protocols as Eat-In customers with a few additions/ exceptions:

• Walk-in Collect customers will not have to use the virtual queuing system, upon arriving speak to a member of the restaurant team at the door and they will escort you to the tills where you can order   

• We will not be accepting cash so all Walk-in Collect customers will need to pay via their bank card or smart phone  

• We will be offering a reduced menu similar to the Eat-In menu  

• All Walk- in Collect customers will be expected to wear a mask while ordering and waiting for their food, and to socially distance from other customers while waiting for their food 

Why am I being asked for a table number on the checkout screen?

Looks like you accidentally chose to Eat-in rather than pick up your PERi-PERi. Head back to the beginning of your order and start again.

Do I need to create an account to place a Click & Collect order?

Got a Nando's Card? Great news! You can use the same details to log in

If not, you'll be able to create a Nando's account when you check out!

When I try to check out, it says It's not possible to place my order - what does this mean?

Sorry to hear that! Sometimes our restaurants need to turn off Click & Collect for a bit. In the meantime, feel free to try another Nando's instead.

I want to cancel my order, what do I do?

We’re sorry to hear that. Give the restaurant a call and speak to the Manager on Duty. Find your restaurant’s contact number here.  

How do I request a refund?

Oh no! Sorry to hear something’s not quite right. For an order you’ve placed today, please give the restaurant you placed the order with a call and speak to the Manager on Duty. Find the restaurant’s contact number here.

Didn’t place your order today? Get in touch with our Customer team.

Not answered your question? No problem... go back to the list of FAQs or get in touch.