PAUL UK Online FAQ
Please click on the question below to reveal the answer -
Click here to view the PAUL UK Online Delivery Terms & Conditions.
- What is the minimum online order?
The minimum order for delivery within London is £30.00 including VAT. There is no minimum order for collection from any PAUL shop.
- Are there any restrictions when ordering online?
Absolutely not! Whether you order for collection or delivery you can order anything from our delicious menu up to 12pm the day prior to your collection/ delivery.
Please note: We may require more than 24 hours for customized items such as birthday cakes.
- Can I collect my order from a shop?
London shops: Yes you can collect your order from selected London shops. Upon check-out, please select the “collection” option and select your local store. Oxford and Newbury shops: Please contact the store directly to place an order for collection.
- What are your delivery charges?
Delivery charge depends on the distance and the postcode. The minimum order to qualify for delivery is £30 and we will deliver free of charge for orders of £100 and above. Click here for a map of areas we cover detailing our charges.
- What time can you deliver?
We aim to deliver your food within the 1-hour slot you have requested. Deliveries are available Monday to Friday from 8.00 am with the last deliveries taking place between 4.00 pm and 5.00pm.
Please note, that we aim to deliver within the chosen time slot however we are unable to guarantee a delivery time due to potential road closures or unexpected traffic conditions.
- What if I want to send the delivery to a different address to my registered address?
Upon check-out, you will be able to either use the registered address or enter a new delivery address.
- Do you take card payments?
Yes, we accept all debit or credit cards including AMEX. Payment is also available via PayPal.
- Can I order over the phone?
London shops: Unfortunately all orders for either collection or delivery must be placed online. Oxford and Newbury shops: Please contact the store directly to place an order for collection.
- What if you don't have my postcode on the list?
We deliver to as many London postcodes as possible, see where we deliver here. Where we are unable to deliver, we encourage you to collect your PAUL order or arrange pick up. (Please note that we cannot accept any responsibility if your order is damaged upon delivery should you arrange your own pick up). We do not deliver in Oxford or Newbury.
- Can I order a weekend delivery?
Unfortunately, our delivery service is closed on the weekends. However, you are still able to collect from any PAUL shop specific items from the delivery menu.
- Can I order a delivery outside London?
Unfortunately, we do not deliver outside London however you can still place an order online with your nearest Paul shop if you are happy to arrange your own taxi to pick up your items. (Please note that we cannot accept any responsibility if your order is damaged upon delivery should you arrange your own pick up). We do not deliver in Oxford or Newbury.
- How far in advance should I place my order?
You can place your order online up to 7 days in advance until 12pm prior to the delivery date. We advise you to place your orders as soon as possible.
- My delivery is late, who do I contact?
We work in partnership with Brisqq, our courier service provider. Upon pick ups from the shops by the driver you will receive an email and text message to inform you on the ETA of your delivery, the driver’s details as well as a link which allows you to track the driver on a map. There’s also a telephone number for Brisqq support line.
- What if there is something missing or damaged from my delivery?
If any part of your order is found missing or damaged, please contact the shop assigned to your order. You may be asked to provide a photo of the damaged items in order for us to process a refund. Upon receipt of your delivery please make all your enquiries within 24 hours, after that we may not be able to process a refund.
- How do I set up a corporate account?
Setting up a Corporate account couldn’t be easier: Please click on the corporate account section from our website, download our credit application form, complete and return the form to firstname.lastname@example.org. A credit and details check will be carried out and you will be informed within three working days, from the same authorised email address, whether your application for credit has been successful.
- Who to contact about your order?
Please see contact details on your order confirmation for you to contact should you have any questions about your PAUL order.
- Does PAUL have a loyalty scheme?
Yes, we do! Please download the new PAUL UK App and sign up to get started. The new App replaces the old “Carte Noire” loyalty card.
- What’s new?
We have launched the new PAUL UK App which has replaced “la carte noire” loyalty card scheme. Please ensure you use the points collected on the card by the 20th July 2019 after which you will no longer be able to redeem or transfer to the App. The App will enable you to pay by linking a card to it as well as collecting rewards.
- How can I get the new PAUL UK app?
- Do I receive points on my loyalty card from online orders?
Unfortunately, online orders do not accumulate points on your Loyalty app anymore. At present, you can only earn points through purchases/transactions made in shops.
- What are your opening hours?
Please click on Find a Paul from our Homepage for details regarding your nearest shop including opening hours.
- Can ingredients be substituted within PAUL's products?
Unfortunately, due to a high volume of orders, we are currently unable to customise our products. We have a wide selection in meat, fish and vegetarian options.
- Where can I find your allergens & nutritional information?
The nutritional and allergen content of our products is detailed online on each product’s page.
For further information please contact our dedicated Customer Service team on email@example.com
- How long can I keep your products and where should I store them?
All our products are freshly baked or prepared on the day, so we are recommend to consume our products within 1 day for better quality and freshness. All desserts should be kept refrigerated at all times. If you are unsure of how long to keep or store your product, please email firstname.lastname@example.org. Any prepared items such as sandwiches and salads can be kept at room temperature for up to 4 hours. We recommend that you keep them refrigerated if you are unable to consume them within this time frame.
- Which products contain alcohol?
You can find the nutritional information under the allergen tab at the bottom of each product’s page.
- How can I personalise a cake?
We can hand write a message for you on top of a selection of cakes. This is limited to 35 characters. While ordering, there will be a section where you can enter your message. Due to different finishes and toppings, we offer this service for only a selected range of cakes. To start ordering, click here.
- How can I book a table at your restaurant?
We have two brasserie-style French restaurants in London offering an all-day dining menu. They are located at our branches in Covent Garden and Tower42/Old Broad Street. Covent Garden is open 7 days a week. Tower 42 is open Monday to Friday only. To make a booking, you can email us at you can email us at RestaurantBookings@paul-uk.com. Alternatively you can find links to book via Bookatable on our main restaurant page.
- How can I contact the Delivery Service team?
For any enquiries regarding Online Orders & Corporate Accounts (collection or delivery), please contact Xavier Boulanger via email at email@example.com. For all other enquiries, please contact our dedicated Customer Service Team via email at firstname.lastname@example.org. The email is attended Monday to Friday from 9:00 am to 5:00 pm. We endeavour to respond to all enquiries within 24 to 48 hours.
- Do you offer a student discount?
We offer a student discount exclusively to holders of the NUS Extra Card. NUS Extra Card holders receive a 20% discount off their total bill, eat in or take away, in store only. The discount does not apply to dining at Le Restaurant de PAUL in Covent Garden or Tower 42, or to orders of our catering platters. Present your NUS Extra card at the till or before you request your bill to obtain your discount.
- What are the terms & conditions for your offers?
To view our T&Cs for special offers, deals and promotions such as the Parisian Breakfast or Lunch Deal, please visit our blog page here for the full details: https://www.paul-uk.com/blog
- Where can I find PAUL UK's gender pay gap information?
You can download PAUL UK's Gender Pay Gap Report HERE.
- Where can I find PAUL UK's Modern Slavery Report information?
You can download PAUL UK's Modern Slavery Report HERE.