Homemade Menu FAQ’s

Additional Information During COVID-19 Period

What days do you deliver?

To ensure that we can assist everyone with the need for ready-made meals during this period of shut-downs and home isolation, we will be delivering TWO days a week – Wednesdays & Fridays each week.

What time will my delivery arrive?

Your delivery will arrive from the hours of 2pm – 5.30pm. Although we will make every effort to deliver within these hours, we cannot control the traffic so please be patient if we are a little late.
As our boxes are sufficiently insulated to keep your products at a safe temperature, you don’t need to worry if you are not able to be at home during the time of delivery.

Can I pick up my order from the Relish Mama head office?

We are now offering pick-up from Relish Mama. Please select ‘Pick-up’ from the menu in the shopping cart. You can collect your orders on Wednesdays and Fridays from 3pm to 5pm only. Please pick up from this address:
Warehouse 1/347 Bay Road, Cheltenham.
Please note that pick-up orders will not be packed in an insulated box. You will need to bring your own box or esky to place your meals in.

How does contactless pick-up and delivery work?

For home deliveries, we will restrict physical contact by leaving your ready-made meals in a safe place. All meals are packaged in a cardboard box, with environmentally friendly wool cool liners and gel ice packs. This will hold the food at a safe temperature for up to 12 hours*

*This period of time is weather dependent and will be reduced in hot weather. Please ensure you refrigerate your items as soon as possible.

For more information about our packaging refer to our packaging FAQ below.

For local pick-ups at our location in Cheltenham, we ask that you call us when you are nearly here on 03 9553 4846. We will take your order out of our cool room as you are arriving. We will then place your order out for your collection on a dedicated trestle out the front of Relish Mama.

We will ask for proof of purchase before you head home to enjoy your delicious meals.

Note: Please bring your own cooler packs to place in your box if your travel home is more than 10-15 minutes.

What are the new cut-off days & times for ordering?

There are now two cut-off times to order

Wednesday deliveries – order by Monday 11.59 PM

> Friday deliveries – order by Wednesday 11.59 PM

Ordering

How do I place my order?

All orders can be made, with ease, via our website. Payment is due when order is placed. In the unlikely event that you encounter any difficulty when placing your order, please don’t hesitate to call or contact us  and we will gladly assist you.

Is there a minimum spend?

Yes, it is $90 for deliveries and $55 for pre-order pick up’s. Please refer to the delivery page to ensure we do deliver to your area.

How much does shipping cost? Do you offer free shipping if I spend more?

Shipping costs $15 per order. As we are a small business, we are unable to absorb the cost of shipping at this stage.

Delivery

Do I need to be home when my meals arrive?

No you don’t!  Please ensure you leave any special instructions about a cool and safe place for our drivers to leave the box when placing your order. We cannot take any responsibility once meals have been delivered.

How long can the meals stay outside for?

Your meals will arrive packaged in a cardboard box, with environmentally friendly wool cool liners and gel ice packs. This will hold the food at a safe temperature for up to 12 hours*

*This period of time is weather dependent and will be reduced in hot weather. Please ensure you refrigerate your items as soon as possible.

For more information about our packaging refer to our packaging FAQ below.

What time will my delivery arrive?

We will notify you via email once we have your specific delivery window confirmed. As our boxes are sufficiently insulated to keep your products at a safe temperature, you don’t need to worry if you are not able to be at home during the time of delivery.

What if I live in an apartment building or gated complex?

Please provide an access code or other instructions regarding entering your property when placing your order. If you have not done this, our driver will leave the box in the safest place possible. If there is no safe place, the meals will be returned to the warehouse.

What happens on public holidays?

Your delivery may be affected by a public holiday. If this is the case, we will advise you via email of this once off change to the schedule.

I live outside your delivery zone, can you make an exception?

At this stage, we can only delivery to Melbourne metro areas.

I accidently put in an incorrect address; how do I update it?

Please contact us asap with as much notice as possible and we will look into making the change for you.

Can you deliver on a different day?

At this current time, deliveries are consolidated for Wednesdays and Fridays only. We prepare all meals to be fresh for these delivery days, so it cannot be changed.

Can I pick up my order from the Relish Mama head office?

Yes, you can. Please select local pick up when placing your order rather than shipping. Our pick ups are between 3-5 pm from Relish Mama and will be ready on the day & date you have selected on your order.

I didn’t receive my delivery, what do I do?

We are very sorry to hear this. Firstly, please double check that the driver did not leave your package in a different place than you anticipated. If you still cannot find it, please contact us and we will certainly help you find a solution.

Some of the items I ordered were damaged/missing, what do I do?

We are very sorry about this. Please contact our team and we will arrange a solution for you. Any photos you can take of the food would be greatly appreciated.

Packaging

What is your packaging made of?

Having packaging that is kind to the earth is extremely important to us. We have chosen packaging that has as little impact as possible, while still ensuring it is practical for delivery, storage and reheating.

The box your food arrives in is made from recyclable cardboard. It is packed with a 100% wool liner to insulate the food and keep it cool. This is made from 100% biodegradable and compostable felted sheep’s wool, sealed within a recyclable food grade polyethylene liner. We then add gel ice packs, which you can then re-use for your own needs.

The food is packed in biopak sugarcane box bases and lids. They are tree-free and made from reclaimed and rapidly renewable sugarcane pulp. They are certified home compostable and carbon neutral. The clear lids are made from PET which is accepted into most plastic recycling.

Can I recycle the packaging?

Yes! Almost all of our packaging can be recycled or composted. See below for information on how to dispose of each item:

Outer cardboard box

Remove packing tape and place into your regular paper recycle bin

Woolcool liner

This amazing liner is recyclable, compostable and biodegradable, but best of all, it is reusable! It’s great for picnic hampers, hanging baskets, pet baskets and generally keeping your food and drinks cool.

If you wish to dispose of the liner, simply remove the plastic shell and drop of at your nearest soft plastics collection point. The wool liner can be placed into a compost bin or into your soil in your garden – it will break down and release valuable nitrates back into the soil.

Gel icepacks

These can be reused for your next picnic.

Biocane box base and lids

The biocane base and lids can be composted in your home compost system. Breaking it down into smaller pieces will ensure the products will biodegrade much faster.

If you do not have access to a home compost system, they can be placed into your paper and cardboard recycling if it is not too contaminated with food residue.

Clear box lids

Place this lid into your plastic recycling bin.

Is it microwavable , oven and freezer safe?

Yes! The biocane box bases and lids are microwave and oven safe (up to 220°C for 20 minutes). The plastic lids are not safe for the oven and microwave, so please ensure they are removed before heating. The packaging box and lid are safe for the fridge and freezer.

Allergies, intolerances and menu alterations

What happens if I am allergic to a certain food?

We take the utmost care in ensuring we minimise cross contamination in our kitchen. However, we do use products containing wheat, gluten, soy, sesame, fish, shellfish, dairy, eggs, tree nuts, peanuts and lupin so we cannot guarantee and absence of these items in any of our meals.

 

If you have a severe or life-threatening food allergy of any kind, we recommend you do not order our meals.

 

We accept no liability to any allergic reaction as a result of consuming Relish Mama meals.

Can I eat your meals if I’m pregnant or breastfeeding?

Although our meals do not contain any harmful chemicals or preservatives, we recommend you consult your doctor to make an informed decision about any pre-prepared foods you are considering adding to your diet.

I’m on a gluten free diet, can I order a meal without the side of pasta?

All our meals come with a side to make the meal an easy and complete solution for you and your family. We can’t make any alterations to our menu. If you do not require a part of the dish, we would suggest removing it yourself if you do not have any allergic reactions to the particular ingredient.

Do you accept any menu alterations?

We cannot make any alterations to our menu. Please use our sorting menu on the right-hand side of the ‘meals’ tab to find a dish that suits your personal taste or dietary requirements.

Storage and serving

How long will my meals last for?

We recommend consuming the fresh meals within three days. If you order more meals than you will consume in 3 days, we suggest freezing the meals you won’t use immediately to ensure the best shelf life. Eating products with fish or seafood first is best practice. Our frozen meals can last up to 3 months in the freezer.

Can I freeze the meals?

Yes, you can freeze almost all of our meals except for fresh salads. This will be specified in the preparation section in each meal on the website. If you are purchasing frozen meals, defrost safely by placing in the fridge overnight.

How do I re-heat the meals?

We have re-heating instructions on the preparation section for all of our dishes on our menu on our website here. Most dishes you can simply pop into the microwave. Ensure frozen meals are fully defrosted before heating.

Microwave: This dish can be microwaved in the packaging. However, if your dish has a plastic lid, please remove it as it is not microwave safe. Microwave for the length of time, according to portion size but more specifically, your own microwave oven. Ensure you stir halfway through the cooking time reheat evenly.
Oven: Preheat your oven to 180°C. if your dish has a plastic lid, please remove it first. Heat your meal for 15 minutes or until heated through, according to your oven and the portion size. The packaging base is oven safe up to 220°C for up to 20 minutes.

Menu

Where do your ingredients come from?

We value the people who grow and produce our food. We believe in supporting our community and buying from businesses who are as passionate as we are about quality produce. Almost all of our ingredients are sourced locally and there are no preservatives or additives. All meat is hormone free and free range.

How do you make your dishes? Who cooks them?

Nellie chose this menu as they are the dishes she loves to cook herself, family & friends. From over a decade in the industry, we have it on good word that the dishes in this menu are some of our customers all-time favourites. Many recipes feature in her cookbooks. Nellie and her team of chefs prepare the meals each week in the Relish Mama kitchen.

How often does your menu change?

The menu changes seasonally, with some favourites staying on all year round. Keep an eye on your inbox to see the next delicious menu!

I’m hosting a dinner party for 10, can you do a custom order for me?

At this stage we cannot do custom orders, but many of our dishes are fantastic for an easy dinner party. Refer to the serving suggestions on how to elevate each dish for special guests.

Gift vouchers

How do I purchase a gift voucher?

Gift vouchers are available for purchase via the link on our website. In the unlikely event you strike some difficulty when purchasing a gift voucher, please don’t hesitate to call or email us (during standard business hours) and we will gladly assist you.

 

Gift vouchers can also be purchased in store or via telephone.

We have two types of gift vouchers. One for the cooking classes and items in the store and one for the meal delivery service. Please choose wisely as they cannot be used for all services Relish Mama offer.

 

If you wish to purchase a gift voucher for our cooking classes, they are available here.

My friend just had a baby, can I send her some meals to help her out?

What a wonderful friend you are! You can send meals to another address, but it is your responsibility to advise the recipient of the delivery date and that the driver can gain access to the property. If you are unsure of what they would like to eat, you can always purchase a gift voucher for them instead.

How do I redeem a gift voucher?

Gift vouchers can be redeemed via our website. Simply enter the gift voucher number in the coupon field of the shopping cart. If you have any difficulty at all, please do not hesitate to contact us for assistance.

 

It is Relish Mama’s policy to accept Gift Cards on or before the expiry date and not beyond it. The voucher needs to be redeemed within 3 years from the date of purchase. No exceptions will be made to extend this given the generous 3 year validity.

Can I use my Relish Mama voucher for shipping fees?

Relish Mama gift vouchers are valid for purchasing goods and services only. Shipping costs are not covered when redeeming a Relish Mama gift voucher.

Cancelation and refunds

I’ve changed my mind, can I cancel my order?

We are not able to take cancellations on any orders. As we make all meals fresh to order,

cancelled orders would create food waste which we are constantly working on reducing.

 

Remember you can freeze almost all of our meals so you can enjoy them another time.

I wasn’t satisfied with the service; can I get a refund?

We are very sorry to hear that you were not satisfied. We do not offer refunds but please contact us and we will endeavour to find a solution for you.

Have we answered all of your questions?

If you have a question that we have been unable to answer please contact us and we will gladly assist you.