There's no such thing as a silly question!

Here are some of our most commonly asked questions to help you troubleshoot – but if we haven't quite answered your query below, feel free to jump on our online chat widget or send us a message!

General

Yes, we offer a Click & Collect service on all orders! You can collect your order from our Morningside HQ between 11–4pm five days a week (Monday–Friday), not including public holidays. Select the 'pick up' option at checkout, and you'll receive an email when your order is ready to be collected.

We encourage you to bring your own reusable chiller bags to help reduce packaging waste!

We've got a size for everyone! We have meals in single serves, double serves for sharing, and family-sized serves (intended to feed 2 adults and 2 primary aged children) depending on your appetite.

Our soups come in 1-litre pouches so will give you 2-3 serves. Our Slow & Go meals generously feed 4 people.

You’ll find cooking and reheating instructions on the packaging of all our meals.

Some of our frozen meals such our lasagnes and pies are best defrosted and baked in the oven at 180 degrees celsius for 30 minutes or until bubbling and piping hot.

Other frozens, like our curries, are already cooked and simply require being reheated – either from frozen or from defrosted – and this can be done either in the microwave or oven. Depending on the strength of your microwave, it may take between 2–5 minutes to reheat a meal.

Absolutely! You can purchase electronic gift vouchers online. The recipient can spend it all at once or across multiple orders, like a rolling credit. It’s a fantastic gift idea for new parents, family, friends going through a tough time or someone who just doesn’t like cooking!

Vouchers purchased online can be delivered digitally by email to either the recipient or the purchaser, and contain instructions for how to redeem them at checkout.

Please note that all of our gift vouchers are issued with a 6-month expiry date.

Dietary Requirements

Yes, many of our meals are naturally gluten-free. Although we are not Coeliac accredited, we spot-test our gluten-free meals regularly to ensure that they do not contain traces of gluten (i.e gluten detectable at less than 2.5ppm).  Keep an eye out for allergens that are listed on each product.

That is totally your call! We’ve fed many happy, healthy bumps and mums-to-be (including Jess during her pregnancies!)

Our meals are made fresh and snap-frozen – same as if you were batch-cooking and filling your freezer with your own homemade meals. As long as you reheat the meals correctly there should be no safety issues.

All of our red meat comes from a halal-certified butcher. Our chicken is not certified halal.

Plant-based meals are important to us, too! Some meals are naturally vegan and we try and keep all of our vegetarian options as interesting and varied as we can.

Delivery

We deliver North Island-wide. Please note that we do not deliver to rural addresses as our chilled packaging will only keep your meals cold for so long. We also do not currently deliver to the South Island, but we're working on it!

We deliver across the whole of North Island Monday to Sunday. Delivery times will depend on your selected delivery option. If you have selected the standard Courier option, orders placed before midday Monday to Thursday will be delivered the following day. Orders placed after midday Thursday will be delivered on Tuesday.

We use a third party delivery service, and as such we are unable to offer delivery to rural addresess. This is because our items are perishable, and often there are delays in rural delivery timings. We apologise if you can't get your JUK fix!

Please take care when supplying your delivery details as Jess's Underground Kitchen will not accept liability for incomplete or incorrectly supplied delivery or address details. In the case of incorrect details or attempted delivery, all replacement costs incurred will be at the expense of the purchaser.

If a gate code or other security information is required in order to deliver, please ensure this information is supplied at the time of purchase.

If you are not at home to accept your delivery, we will leave the goods in a location we deem appropriate. Once delivered to the supplied address, we will no longer accept responsibility for the goods delivered.

Subscriptions

Set and forget, and save money at the same time!

Simply choose which products you'd like to place on subscription, and how often you'd like us to deliver, and we'll do the rest for you. You'll save 10% on every subscription order.

It’s easy to swap products, add new products, place your subscription on hold, or cancel and resubscribe at any time. You can make any changes to your subscription at least 48 hours before your next delivery.

No worries at all, the items on our store will have the option for you to either purchase as a one-off, or purchase on subscription with a 10% discount. After your first two orders on subscription, you can cancel at any time.

You can also add in one-off products to your subscription order, if you need a top-up or have some extra mouths to feed!

You can edit or change the products in your subscription, or change the frequency of your deliveries, by signing into your account. You'll be given access to the customer portal once you place your first subscription order.

You can pause, cancel or resume your subscription in the customer portal, too.

Please make any changes at least 2 days before your next order is due to be processed, or these changes will only be reflected on your subsequent order. Depending on the cycle frequency you select, you can have your subscription order delivered every 1, 2, 3 or 4 weeks.