FAQs

How does delivery work?

You’ve got 2 days to make and eat your LOVe Burger at Home, including the delivery day, so you can order in advance if you have something special planned.

We deliver through DPD on Wednesdays and Fridays and you can choose the delivery date at checkout.  Orders for Wednesday deliveries cut off at midnight the prior Sunday and to receive a Friday order, you need to checkout by midnight on the prior Tuesday.  You can choose to order for a future date as well.
ORDERED ON
DELIVERED ON
Sunday >
Wednesday (3 days later)
Monday > Friday (4 days later)
Tuesday > Friday (3 days later)
Wednesday > Wednesday (7 days later)
Thursday > Wednesday (6 days later)
Friday > Wednesday (5 days later)
Saturday > Wednesday (4 days later)

DPD will be in touch on the day of delivery via email and text with a delivery time.
You can then let them know a safe (and ideally, chilled) place to leave your kit if you're out.
Please note there are a handful of postcodes we are unable to deliver to: 

Scottish Highlands (AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50), Scottish Islands (HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3), Isle of Man (IM), Jersey (JE), Guernsey (GY), Northern Ireland (BT) 

 

When will my kit be delivered?

Your LOVe Burger kits will be delivered on a Wednesday or a Friday, depending on which date you placed your order. The table above is a helpful guide.

DPD will email you on your delivery date to let you know your kit is out for delivery. They'll also send a text with an expected delivery time. You can let DPD know if you'll be out, and where the safest place to leave your kit is.

I haven't received my confirmation email, where is it?

Sometimes our emails to confirm your order and update you on delivery end up in Junk or Spam inboxes. Please check there too, and if you can't find them get in touch with our Guest Happiness team.

 

Why don't your kits include fresh veg too?

To make your LOVe Burger at home kits, you'll need to pick up your own pickles, cos lettuce and tomatoes. These don't travel well, and we think they're much better if you pick them up fresh from a supermarket.

 

 

How does it stay fresh in transport?

We've partnered with DPD to make sure your kit remains chilled throughout its journey. We have also added dry ice into the kits to keep everything in a chilled environment. Once your kit arrives, please wait until all of the dry ice has evaporated before handling it and disposing of the empty packets. 

 

Can I freeze the kit?

No, these kits can't be frozen. Once your kit arrives you have 2 days to eat it, including the day it was delivered.

 

Some/all of the ingredients in my box have arrived frozen?

Some products may appear frozen when you receive them, but they have actually started their defrost process. As soon as your box arrived please put all of the ingredients in the fridge when they arrive (excluding the bread buns) and use within 2 days, including your day of delivery. 

The recipe we have provided you with is to cook the burger from chilled. So please allow all the ingredients to defrost before you start cooking. 

 

Some/all of the ingredients in my box have arrived ambient and not chilled?

We are sorry to hear this. Firstly, the products should all be cool to the touch. If this is not the case (unless this is a jar of sauce or bread bun) please throw this product away and do not eat it. Please contact our customer service team so we can make this right for you at guesthappiness@leon.co.

 

My box has arrived damaged?

We are sorry to hear this, please make sure you take photos of this damage and contact our customer service team at guesthappiness@leon.co.

 

What can I recycle in the box?

The cardboard box, insulation bag and shredding can be recycled. The dry ice packets are not currently recyclable at kerbside.

Please refer to all individual products for what can be recycled.

 

Do you offer returns?

As these kits are fresh and contain perishable ingredients, we do not offer returns. If your kit turns up and something is wrong, please contact us at guesthappiness@leon.co.

 

Can I get a refund?

We really hope you love your LOVe kit. If, for any reason, you don't, please get in touch with us at guesthappiness@leon.co. We'll do what we can to make it right.

 

Can I cancel my order?

Unfortunately as this is a fresh product we do not allow cancellations. 

 

Who do I contact with questions about the LOVe Burger kit?

We would love to hear from you. Drop us a note at guesthappiness@leon.co.

 

Who do I contact with questions about delivery?

DPD.

 

Why doesn't it taste exactly like a LOVe Burger from your restaurants?

We've made this LOVe Burger at Home kit using ingredients that are as close to our restaurant ingredients as possible. The sourdough and gluten-free burger buns, and the Follow Your Heart Gouda-style vegan cheeze slices, are the same as you'd find in a LEON, and the other ingredients are a very close match.

Meatless Farm make the LOVe burger patties in our restaurants. The version we've sent you is very close to our restaurant recipe.

Our LOVe Burger sauce, like our Aioli, is very similar to the one we use in our kitchens, but our at-home version is stored at room temperature so you've got longer to get through the full jar. 

 

What is the nutritional value of the LOVe Burger?

You can view a full ingredient and nutritional breakdown of our boxes here.  

 

How are these burgers carbon neutral?

We have worked with ClimatePartner to measure the carbon footprint of our burgers - everything from the ingredients and how they're sourced, to the packaging used and the logistics to deliver them to your door. ClimatePartner have measured this according to the Greenhouse Gas Protocol Product Life Cycle Accounting and Reporting Standard (GHG Protocol).

The CO2 emissions have been considered all along the supply chain starting with the suppliers (for both packaging and burger ingredients) all the way to the logistics and including the end-of-life phase (cradle-to-customer + waste approach). Although often referred to as simply CO2, the carbon footprint values represent the emissions of all six greenhouse gases defined by the Kyoto protocol and expressed as CO2 equivalents.

Data required to assess the quantity of the greenhouse gases released into the atmosphere through different processes and activities was obtained from scientific databases and research papers.

At LEON we spend nearly 75% of our purchasing budget in the UK, so a lot of the ingredients in our burgers are British. Our fries arrive from the Netherlands by boat. We have also included Meatless Farm's pea protein patty, an ingredient with a lower carbon footprint than soy alternatives.

For every kit sold, LEON purchase carbon credits to offset their footprint. We have. We have chosen three projects, one which protects the primary Amazonian rainforest in Peru and so the role they play in absorbing carbon from the atmosphere and providing habitats for many wildlife species, a second which is removing carbon from the atmosphere by planting a native-species of giant clumping bamboo in Nicargua and a third which is a progressive UK native woodland project.

 

Can I make a large corporate order?

Yes - find out more here.