Here’s a list of our most Frequently Asked Questions.
If you can’t find the answer you’re looking for, please drop us a message & we’ll get back to you as soon as we can.
We bet you’re buzzing to get your Coco fix! And we wish we could let you know when it’ll arrive, but sadly due to strict privacy laws, we’re unable to access orders made through our 3rd-party delivery partners to see where it is. Not to worry though! You can view the status of your order directly on the platform you ordered through, or you can contact their customer service teams below:
(Insert heartbreak emoji here). We’re so sorry to hear there was an issue with your order. If you received an incorrect item, or if there is an item missing, please contact the delivery platform that you used for your order and they can help make this right:
Unfortunately, we’re unable to process refunds for orders made through our 3rd-party delivery partners. So for the fastest solution, we would always recommend reaching out to the helpline for the platform you ordered through:
Please visit our Menu page and select your preferred store for prices.
Our dish descriptions don’t always mention every single ingredient, so feel free to ask if you’re unsure. If you have any specific dietary requirements, we have a full allergen menu to help you make a decision. Please note that allergens contained within our condiments or extra toppings are not included.
Yes, we try and cater for special dietary needs. Please ensure you tell us before placing your order. We try to be as flexible as we can to make dishes to suit your requirements.
Our Menu indicates vegetarian dishes and our Menu information page highlights our vegan and non-gluten dishes alongside a list of allergens. Any of our pastas can also be made with non-gluten containing ingredients.
If you have any further questions please Contact Us.
We use both halal and non-halal chicken. The halal chicken is halal at source; our kitchens don’t operate halal procedures. All our other meats are non halal. We’re committed to high animal welfare standards and as such all animals are stunned before slaughter. We have a range of dishes across our menu that contain chicken which is halal at source.
If you would like to find out more about these dishes or have any further questions please Contact Us.
As a company we recognise the importance of the safe management of allergens and the serious effect they can have on certain individuals. We go above and beyond what is legally required and have clear and transparent policies in place to deal with handling allergens, as well as a strict auditing process to ensure that these policies are fully complied with in all of our restaurants.
Our menus clearly signpost people who suffer from allergies to our allergen specific menu. All our teams are fully trained and have printed detailed allergen menus. This information is also published online so customers can make an informed decision before they eat with us.
Our suppliers and kitchens handle numerous ingredients and allergens. Whilst we have strict controls in place to reduce the risk of contamination, unfortunately it is not possible for us to guarantee that our dishes will be 100% allergen free. Please speak to us if you have any food allergies prior to placing your order so we can take extra care preparing your dish. Keep an eye out for any pesky stray olive stones, seafood shells or little fishbones.
As part of our commitment to improving our sustainability with the SRA (Sustainable Restaurant Association), we aim to transition all of our eggs, including those used as ingredients in sauces and desserts to fully free range.
Our goal is for 100% of eggs used to be from RSPCA Assured free-range chickens by the end of 2021.
Acrylamide is naturally created when many common foods that are rich in carbohydrates are heated. For example, it can be created when heating or cooking certain foods at a high temperature, in some of the foods we serve, foods that can be found in just about every restaurant and home.
We acknowledge that there is consumer concern about acrylamide in cooked foods and have taken precautions to minimise the amount that is present in our food.
We follow best practice advice from organisations such as Food Standards Agency and Food and Drink Europe. We use only potato varieties low in sugar that are specifically for chips and fried potatoes.
We cook our food to a golden yellow colour which is recommended practice and can be visually checked by our chefs. Any burnt or darker colour food is discarded. We have a rigorous cleaning regime for all our cooking equipment, ovens and fryers to ensure that any charred or burnt product is removed and cannot be transferred to the food we serve.
Coco di Mama is proud of our animal welfare programs and the journey we are on to improve animal care. Over the last several months, leading animal welfare organisations in Europe have developed criteria that would raise the welfare standards of chickens raised for meat in Europe. Consistent with our history of listening to customers and animal advocacy organisations and in addition to our own initiatives, Coco di Mama is committed to exclusively providing products that meet the standards set out in the Better Chicken Commitment/European Broiler Ask throughout our entire European Operations by 2026.
These higher standards of care include:
Comply with all EU animal welfare laws and regulations, regardless of the country of production.
Implement a maximum stocking density of 30kg/m2 or less. Thinning is discouraged and if practiced must be limited to one thin per flock.
Adopt breeds that demonstrate higher welfare outcomes: either the following breeds, Hubbard JA757, 787, 957, or 987, Rambler Ranger, Ranger Classic, and Ranger Gold, or others that meet the criteria of the RSPCA Broiler Breed Welfare Assessment Protocol.
Meet improved environmental standards including: At least 50 lux of light, including natural light.
At least two metres of usable perch space, and two pecking substrates, per 1,000 birds. On air quality, at least the requirements of Annex 2.3 of the EU broiler directive, regardless of stocking density. No cages or multi-tier systems.
Adopt controlled atmospheric stunning using inert gas or multi-phase systems, or effective electrical stunning without live inversion.
Demonstrate compliance with the above standards via third-party auditing and annual publicl reporting on progress towards this commitment. Coco di Mama is committed to raising animal welfare standards and is proud to be the first restaurant chain in the UK and Europe to commit to bringing these important changes to fruition.
To find your closest restaurant use Locations. You are able to select your preferred Coco from a list. You will see the address and opening hours.
Opening hours vary in our stores so it’s best to check before visiting or placing an order. Use Locations and select your preferred Coco to see their opening hours.
Facilities vary in our stores so it’s best to check before visiting. Use Locations and select your preferred store to see their facilities. You can also call the store to see if they are able to cater for your needs.
Sadly you can’t just yet. We are working on it though!
If you like what you see, let us know what it is & we will try to help you out. Please Contact Us.
To help minimise contact in our stores, we only accept card, Apple Pay or Google Pay payments.
We know how incredibly harmful plastic straws are to animals and the environment, so have removed them completely from our business.
We understand that for some people using a straw is easier, so we are very proud to offer Pasta Straws as an alternative! They are much better for the environment – and you can even eat them once you’ have finished your drink (although we don’t encourage it).
If you have a gluten intolerance but you still need a straw, we also stock paper straws in our stores.
You can check if we can deliver to your address by entering your postcode here.
We offer a range of 30-minute delivery slots Monday’s to Friday’s (excluding bank holidays) and we try our best to deliver in your selected timeslot.
Breakfast delivery slots range between 8:00 – 11:00
Lunch delivery slots range between 11:30 – 15:00
All orders can be placed up to 7 days in advance.
Please note that we use external delivery partners, so when selecting delivery time slots, please allow plenty of time for your order to arrive as the time may be subject to parking availability, traffic, road diversions and weather which can unfortunately be unpredictable at times.
For all orders, please ensure someone is onsite to accept deliveries or add delivery instructions if this can be left with a neighbour/reception.
Breakfast orders must be placed by 3pm the working day before the delivery.
Lunch orders must be placed by 5pm the working day before the delivery.
If you’d like to place a large order (e.g. over £300), we recommend doing it at least 2 days before the delivery to make sure our kitchen can fulfil your order.
Our minimum order spend is £30.00.
We currently offer several 30 min delivery slots which are available to select when placing your order, but are unable to offer a specific delivery time.
If your desired slot is unavailable, then the capacity for that chosen time has unfortunately already been fulfilled.
It’s not currently possible to amend your order once it has been placed. We can, however, cancel your order up to 2 days before delivery so you place a new one with the changes you need. Please get in touch with us at firstname.lastname@example.org.
We can cancel orders a minimum of 24 hours before your chosen delivery slot. Please email us at email@example.com to do so – we are unable to cancel orders over the phone.
Our team works Monday-Friday (excluding bank holidays) so if you need to cancel an order being delivered on Monday, we will need to know by the Friday before the delivery.
We are unable to accept same day cancellations.
Please check your email order confirmation as soon as it is sent through to you. If you don’t receive one shortly after payment, please contact us at firstname.lastname@example.org and we can resend this to you.
If you notice you have entered an incorrect address, you will need to let us know as soon as possible so we can cancel it and you can place a new order with the correct details. We are not currently able to amend addresses for orders which are already placed.
Any incorrect or incomplete address added at the time of placing your order which results in our couriers not being able to deliver the order on time, will not be eligible for a refund.
If you would like to collect your order you can do so from our Holborn kitchen (124 High Holborn, WC1V 6AN) – please reach out to email@example.com where one of our team would be happy to assist you to arrange this.
No, as we treat these as two separate orders so they will be delivered at different times of day.
Our food is prepared fresh daily and our lunch items will not have been made yet, so we are only able to deliver breakfast items within the breakfast slot.
Our external delivery partners drive through the busy London streets as quickly and as efficiently as they can, but sometimes things can go wrong which are outside of our control. Where possible, we will always try our best to let you know if we feel that your order might not arrive within your estimated 30-minute time slot and our team will be working to get your order to you as quickly as possible.
We make everything fresh daily and because we need to plan and ensure we have the right ingredients; we can’t offer custom platters or make any changes to our items.
Unfortunately, we are unable to deliver hot drinks at the moment but watch this space!
We are not able to provide plates.
For environmental reasons, we don’t automatically send our compostable cutlery or napkins, but you can choose whether you would like to have them. Please make sure you’ve ticked these options before you go through to the checkout and payment.
Where possible, we deliver orders using sustainable fleet cargo bikes.
Club Coco is the new digital loyalty platform at Coco. Sign up to enjoy cheeky treats, perky perks & all the carby gossip. Best of all, in our London stores you can use Club Coco to earn digital stamps when you buy a coffee. 1 coffee = 1 stamp. When you get to 7 stamps, you can enjoy your 8th coffee on us.
It can sometimes take up to an hour. If you still haven’t received your stamps after 1 hour, then please contact us via the contact form.
In every email you receive from us, you can find your Member ID at the bottom of the email. You can also find your Member ID in your Club Coco Portal and on your Digital Wallet. Alternatively, you can always click “Forgotten Member ID” on the login screen & have it emailed to you.
This may be because your phone settings are disabling automatic updates to your wallet. On iPhone, simply click on the three black dots in the top right hand corner of your stamp card. Ensure that Automatic Updates and Allow Notifications are enabled; it may be worth disabling and enabling them again to refresh the card. If that doesn’t work, you can also click Remove Pass and then go to your Club Coco Portal and redownload the wallet from there. Failing that, if the stamps still have not appeared after one hour of earning them, please get in touch via the contact form.
You should have received an email containing your Free Coffee Voucher, which you can enter when ordering Click & Collect, or you can show it to the server in your local Coco. You will also be able to see the voucher in My Rewards section of your Club Coco Portal.
However, it can sometimes take up to an hour. If you still haven’t received your stamps after 1 hour, then please contact us via the contact form.
It may be because you haven’t told us your birthday yet. You can do this by going into your Club Coco Portal and clicking on the My Account section. Once you’ve entered your birthday under My Communication Preferences and hit Submit, we’ll send you a Bomboloni when your birthday next comes around!
If you’re one of the OGs that have a paper Club Coco card, don’t worry. We will still be using the paper cards for the foreseeable future, so you can keep using it until you get to that sweet number 7. Feel free to go digital at any time by downloading your stamp card and start scanning away (PS you’ll get more treats if you go digital!)
If it’s exclusive access to offers, events and cheeky treats you’re after, join Club Coco to be the first to know about them – and we promise not to fill up your inbox!
We also team up with our partners for a variety of promotions too, which you can find out about through social media. If you can, drop us a follow on Instagram, Facebook, and Twitter to stay in the loop – but please check the terms and conditions before ordering. They might be boring but they’re good to know and we don’t want anyone to be caught off guard.
Not all of our sites will accept offers and sometimes they’ll vary across the country. Please check the terms and conditions carefully before ordering to avoid any disappointment.
Each promotion carries its own code and terms and conditions.
For instore promotions, you can make a note of the code and show this to the team member on arrival. Provided it is valid according to the particular terms and conditions of that offer, this is fine. Alternatively, you can show the code on your phone, scan the QR code issued using our scanners at the till, or print the voucher and bring it along with you.
In all cases, please do show the team member your code or voucher before you order to check its validity and avoid disappointment.
Unless otherwise stated, unfortunately our discounts cannot be used in conjunction with any other discount or offer.
If it was issued through us personally or through your Club Coco account, please Contact Us with all the details of the voucher including the code and the store you tried to use it in.
If the voucher/discount was issued by another website or one of our delivery partners, please contact them directly.
You should check our partner’s website for full terms and conditions and availability.
Yes! We are so proud of our NHS so we 25% off any instore purchase for any NHS worker who shows their badge.
Whilst we’d love to be able to continue the 50% discount, we need to be honest and say that things are financially very tough. We will now offer 25%.
Keeping everyone safe is a top priority so we have introduced the following measures in our stores:
Enhanced cleaning and frequent hand washing
Open door policy
Reduced team members to enable better social distancing
Contactless Click & Collect services
Sanitization stations in stores
Daily health checks for our teams
We’re respecting social distancing in stores
We’ve gone completely cashless in our stores, and support contactless card, Apple Pay or Google Pay transactions.
You can pay up to £45 contactless on your card and unlimited when using Apple Pay and Google Pay.
Unfortunately we’re unable to offer highchairs or baby changing facilities for your little ones.
That’s not to say they’re unwelcome of course, but we are sorry for any inconvenience this may cause.
We’re working closely with our delivery partners and our restaurant teams to ensure full compliance with the current government guidelines and to ensure we are following all required safety steps.
All orders are sealed for safety before collection, and we’ve introduced contactless pick up points to support safe collection for you and our delivery partners.
To-go is our forté!
If you’re in London, you can pop into any of our stores and order your food to go.
With over 100 Delivery Kitchens nationwide, you can also get your fix delivered very close to your sofa through our friends at Deliveroo, Uber Eats or Just Eat if available in your area. You can check who serves your area by visiting our Locations page.
We’re flattered you asked.
If you are interested in working with us we would love to hear from you! Please head over to our Careers page where you can check out our vacancies and apply.
All of our staff are paid at least the minimum and living wage. We have a lot of love for our team members, many have been with us for years and we’re proud they have chosen to stay with us for so long.
To get in touch please head over to our Contact page, fill in the form and one of our team will get back to you as soon as they can.
Coco di Mama has been a long-term proud supporter of the LGBTQ+ community. As a company and brand, we care about LGBTQ+ rights as much as our employees and our customers do. We are proud champions of diversity & inclusion every day and month of the year, and not just for Pride month in June.
As members of the LGBTQ+ community as well (Sara, Head of Brand & Dean, Head of Sales), we are also very conscious of ‘rainbow washing’ and companies who jump on the bandwagon to support Pride for their own commercial benefit. However, we don’t want this to stop us from continuing our work to drive awareness of the charities that are doing amazing work to support the LGBTQ+ community and to raise vital funds to help support the LGBTQ+ communities. We’ll continue to focus on making sure we are actually DOING something to help, and not just turning our logo into a rainbow.
In 2020, we raised money from products sold instore and volunteered at an event for the Mosiac LGBTQ+ Youth Centre in London. For 2021, we donated 10p from every ‘Not a Phase’ meal deal sold on Deliveroo in June to help raise £1000 for the charity to support Trans Youth across the UK. We’ve also collaborated on a social media campaign to drive awareness of the work the Not A Phase charity does and showcase other ways our customers and team members can get involved to support their work.
Follow Not A Phase here to learn more about the work they do.