HELP

Frequently Asked Questions

If you have a fairly simple question, take a look at our FAQs below.

    PLACING AN ORDER

  • WHEN DO I NEED TO ORDER BY?

    All lunch orders need to be placed by 10am on the day of collection or delivery and breakfast orders need to be placed by 5pm the day before.

  • CAN I AMEND MY ORDER ON THE DAY OF DELIVERY?

    For lunch orders you can edit your order up until 10am on the day of collection or delivery. Breakfast orders can be edited up until 5pm the day before.

  • WHY IS THERE A DELIVERY MINIMUM VALUE OF HK$500?

    We want to make sure our customers get the same freshly prepared food as you see in our shops. We have a minimum spend as we need to ensure we have enough team members to prepare and deliver all our food on time.

  • WHY IS THE CUT OFF TIME SO EARLY?

    Our cut-off time is 10am in order to ensure all our customers receive their delivery by lunch time. Lots of our customers like to order in advance, as this takes the pressure off a bit – you can do so up to 10 days in advance.

  • WHAT IF I MISS THE ORDER CUT-OFF TIME?

    We hate to be a stickler for the rules, but our teams really need as much time as possible to prepare our delicious fresh food for your delivery. If you were to miss this time then sadly we wouldn’t be able to deliver to you that day.

  • DELIVERY

  • CAN YOU DELIVER TO MY AREA?

    Our site tells you whether delivery is possible to your location. Simply click the “check delivery address” at the top of the page to see if you can have our delicious food delivered.

  • CAN I ADD ANOTHER DROP IN A DIFFERENT LOCATION THAN WHERE I WORK?

    Yes you can. Once you have logged in, click on the account link at the top of the screen then select “my locations”. From here you can add and remove as many addresses as you like.

  • WHAT IF MY REQUESTED DELIVERY ADDRESS IS OUTSIDE OF THE 10 MINUTES DISTANCE RADIUS?

    Please call customer services to arrange. Orders outside of the 10 minute walking distance radius need to be over HK$3,000 in value for us to deliver. Return taxi fare may also be required dependent on location.

  • I AM OUTSIDE THE DELIVERY ZONE, CAN I COLLECT MY ORDER?

    Yes you can. We now have the option on the site for our customers to choose to collect an order. Simply select that you would like to collect your order in shop and then choose a shop.

  • PAYMENT

  • CAN I PAY WITH A CREDIT CARD?

    Yes, of course you can. We have a secure payment system that will take a credit card payment safely and easily.

  • OUR FOOD

  • WHY DO YOU SELL ONLY FIXED MENU PLATTERS?

    We want to offer our customers a wide choice of our favourite sandwiches whilst making them easy and simple to order. We can be proud of our platters as they offer our customers a choice of some of Pret’s favourite sandwiches. Also we want all our platters delivered to the same high standard and to be produced as part of the normal production routine wherever Pret is located.

  • I DON'T WANT FIXED PLATTERS, I WANT TO CHOOSE WHAT I WANT

    The volumes that we handle means that we cannot successfully produce bespoke platters and still ensure that our sandwiches arrive in perfect condition, and on time. Pret sets itself very high food standards, and we’re fiercely proud of our sandwiches - still offering a great choice of all our sandwiches - but if you want a different product you can always add them to your order as individual products and we will deliver them alongside the platters.

  • HOW WILL MY FOOD ARRIVE?

    Typically all deliveries are made on foot, within an easy walking distance from your local shop. All our platters will arrive in a presentation case and other products will be delivered individually packaged.

  • WHO MAKES OUR FOOD?

    Our sandwiches and salads are made freshly in the kitchen of your local shop by our wonderful team members. We make everything fresh every day; we always have and always will.

  • BUSINESS ACCOUNTS

  • WHAT IS A BUSINESS ACCOUNT?

    A Business Account allows you to invite others in your company to place orders against your company account.

  • HOW CAN I APPLY FOR A BUSINESS ACCOUNT?

    You can request a business account from your account page.

  • PAYMENT TERMS

    With a Business Account individual orders can be made against a company credit card. Users can also be assigned a cost centre or a Purchase Order (PO). The primary contact for a Business Account will receive a monthly invoice and payments need to be made within 30 days of receiving an invoice.

  • WHAT IS THE DIFFERENCE BETWEEN A USER AND A SUPER USER?

    A super user has additional permissions meaning they can manage and view all orders within their organisation. A super user is also able to activate and deactivate other users as well as invite new users to join their account. Both a user and a super user is able to make orders against their assigned Business Account without an individual payment method.

  • WHO CAN I TALK TO?

    If you can’t find the answer you are looking for our customer service helpline is manned on a continuous basis during office hours on 2520 0445.


    Or you can email us.


    If your enquiry is about an order then please call the shop that’s going to service your order. The number can be found on the order confirmation email we sent you.

    Our head office is based at: Room 1503, 15/F, Lee Garden Five, 18 Hysan Avenue, Causeway Bay, Hong Kong.