FAQ's
FREQUENTLY ASKED QUESTIONS: EVERYTHING YOU NEED TO KNOW ABOUT BLAKEAWAY!
CUSTOMER ACCOUNT & ORDERING:
How do I sign up?
You can sign up by entering your name, phone number, and email address on our website or speaking with one of our friendly staff in-store.
Can I place an online order without an account?
Yes, you can check-out as a guest without creating an account.
MEALS & MENUS
What types of meals do you offer?
Our menu includes a variety of options such as proteins, salads, sides, soups, curries, braises, pies, lasagne, sandwiches, finger foods, snacks, desserts, breakfast items, dressings & condiments.
How does the menu work?
We offer a wide selection of permanent BLAKEAWAY favourites alongside weekly seasonal dishes. If your favourite dish is out of stock, sign up to be notified when it's back.
How are BLAKEAWAY meals made?
BLAKEAWAY meals are prepared by our team of qualified chefs at our commercial kitchens in Glen Iris. We only use the freshest ingredients we can and aim to avoid as many nasties as possible. We feed BLAKEAWAY to our families and pride ourselves on the exceptional quality of all products.
How do I heat my meals?
Most of our meals arrive fresh and cryovaced so you can portion and freeze yourself or heat.
All items come with simple heating instructions on the ingredient label. No cooking is required: all our meals are heat & serve.
Tell me about sizing?
All meals have recommended serves shown online. 1kg soups serve 2-3 and 1kg wet dishes serve 4 with sides. Our small lasagnes feed 4-6 people and our large feeds 8-12.
For further information view the product page for any meal.
Can I freeze my meals?
The majority of our meals are delivered fresh but can be frozen. Please make sure you freeze them a couple of days before the expiry date. Meals can last up to 6 months in the freezer. If your BLAKEAWAY item arrives frozen, keep them in the freezer until ready to consume and observe the best before date on the ingredient label. If you have received a frozen item that has thawed out consume within 2-3 days. We don’t recommend freezing rice, noodle or pasta dishes as they don’t thaw well.
Do you offer options for specific dietary requirements?
Yes, we have vegetarian, vegan, gluten-free, and dairy-free options available.
All meals have detailed product pages with a full ingredient list for reference. Allergens are also highlighted for ease of reference. Nutritional labels are available both online and on the packaging.
Dietary Icons
We use lettered icons across our site to highlight product allergens. See key below:
DF – Dairy Free
GF – Gluten Free
V – Vegetarian
VG – Vegan
Shelf life
The shelf life of our products vary. Fresh products are usually from 7-28 days, frozen products 3-6 months. Always check the use by date on the label.
PURCHASE OF ALCOHOL
Who can buy alcohol?
Victorian residents who are over the age of 18 may purchase from our alcohol selection online. Receipt of alcohol during delivery will be subject to RSA and liquor licensing regulations.
Alcohol that has been ordered for click & collect can be collected from our stores or coffee window after 10am each day. A maximum of 2 bottles may be purchased per person per day. Anything additional ordered will be refunded or credited to your account.
IMPORTANT: Customers in NSW, ACT, SA & QLD are not permitted to purchase or receive alcohol in any order. Please note a refund will be issued for any alcohol purchased and the product/s containing alcohol will not be sent.
VICTORIAN LICENSE NUMBER 36162397
DELIVERIES & PICK-UP
Where do you deliver?
BLAKEAWAY delivers to metro Melbourne and the majority of regional Victoria.
We have also launched delivery to Sydney, Canberra, Adeliade, Gold Coast and Brisbane. Select areas of regional in NSW, ACT, SA and QLD have also been included. You can view our full list of suburbs and towns here.
If a suburb or town is not available please contact hello@blakeaway.com.au and we will endeavour to arrange a special delivery if possible.
What about UberEats?
UberEATs* delivery is now available! Order here.
This service is available in areas within proximity of selected BLAKEAWAY store locations.
*Product availability is subject to change without notice.
What are the delivery fees?
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Area |
Order Value < $200 |
Order Value $200+ |
Public Holiday |
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Inner Metro Melbourne |
$10 |
Free Delivery |
$25 |
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Outer Metro Melbourne & Regional Victoria |
$15 |
Free Delivery |
$25 |
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All Interstate areas |
$15 Flat Rate |
$15 Flat Rate |
$25 |
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Special Rates |
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Catering Orders* |
$50 Flat Rate |
$50 Flat Rate |
$75 Flat Rate |
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Seasonal Menus / Christmas Menu** |
$50 Flat Rate |
$50 Flat Rate |
$75 Flat Rate |
*Orders containing items from our catering menu incur a flat rate fee of $50.
**Order containing special/seasonal menu or Christmas menu items incur a flat rate fee of $50.
What are the order cut-off times?
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Area |
Order cut off at 9:45 |
Delivery Day 8am – 6pm |
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Metro Melbourne |
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Outer Metro Melbourne & Regional Victoria |
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Sydney Metro & NSW |
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Canberra Metro & ACT |
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Adelaide Metro & SA |
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Brisbane and Gold Coast Metro & QLD |
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How do you deliver?
BLAKEAWAY deliveries are facilitated by Home Delivery Service (HDS), one of Australia’s largest national refrigerated courier companies. For local areas within an approximate 5-10km radius of our store locations in Metro Melbourne we generally hand-deliver.
Orders are delivered in our insulated 'disco boxes,' which are fully recyclable and can remain out of refrigeration for up to 2 hours upon delivery. We recommend refrigerating items as soon as possible after delivery.
What are BLAKEAWAY’s delivery standards?
Our delivery drivers are there to ensure your meals arrive directly to you.
What our drivers should do:
· Deliver to the address provided during your checkout, which can be seen and confirmed in your order confirmation email.
· They should follow your delivery instructions where possible.
· For delivery to apartments, the driver will leave the order safely in the lobby or at reception.
If the driver cannot get access to the lobby they will leave the order under the intercoms.
· For deliveries to a house your order will be left at the front door, unless your delivery instructions have instructed to leave elsewhere.
Delivery ETA notifications and tracking information are sent via SMS to the mobile number provided with the shipping information during checkout. Please refer to this for notification of your delivery, as the drivers may not knock or ring the doorbell.
Please make sure the number provided is for the person receiving the meals if it is a gift.
What drivers can't do:
· Call on approach or arrival. Our drivers are not allowed to touch their devices whilst driving and are not provided with work phones. Please reference the ETA information and tracking link that is sent via SMS for the most up-to-date ETA of your delivery.
· Go beyond public spaces or lobby areas to facilitate delivery in apartment complexes.
· Enter your home, go around to the back of a property, enter the garage or unpack your order.
· Drop orders over fences where they can't reach the ground.
· Enter a property where there is a loose dog.
· Drive down narrow, steep, dimly lit, or unpaved driveways. They may also not drive down driveways where it isn't clear if they can safely turn around at the end. Please make a note of this in your delivery instructions if needed.
Receiving your order:
· Orders are delivered in our insulated 'disco boxes,' which are fully recyclable and can remain out of refrigeration for up to 2 hours upon delivery. We recommend refrigerating items as soon as possible after delivery. If any frozen items have thawed, make sure you consume these within 2-3 days and please do not re-freeze.
· BLAKEAWAY is not responsible for stolen deliveries or deliveries that have been left unattended for an extended period of time or if you provide an incorrect address.
What time can I expect receive my delivery?
Orders are delivered between 8am & 8pm on the date selected at checkout. You will receive a message with an ETA for delivery and a tracking link prior to delivery of your order. Please note these times are an estimate and can vary due to a number of conditions such as traffic and weather.
Will I receive delivery notifications?
Yes, delivery ETA notifications and updates are sent via text message to the phone number provided with the shipping information.
What if I live in a gated community?
Please make sure you are home to receive your order or provide delivery instructions in the ‘order notes’ during checkout on how to access your property. You will receive a text message with an ETA for delivery and a tracking link prior to delivery of your order.
What if I live in a high-rise building?
If you live in a high-rise or apartment building and won’t be home, please ensure reception is available to accept the delivery on your behalf or the courier may not be able to leave the order. The driver will leave the order in the lobby area if safe to do. You will receive a text message with an ETA for delivery and a tracking link prior to delivery of your order.
What if I provide incorrect delivery information?
Please ensure the correct address and a valid mobile number is provided during checkout.
If you opt to use an express payment method such as Shop Pay or Apple/Google Pay, please ensure to check the address information it may prefill for you is correct.
We cannot be responsible for any delivery errors caused by the supply of incorrect information. Please let us know as soon as possible if information needs to be updated and please note this may cause delays to the arrival of your order.
GIFT HAMPERS & ORDERS
How are gift hampers delivered?
Gift hampers and gift orders are delivered in our sturdy 'disco boxes' to ensure they arrive in perfect condition. You can include a message for a handwritten cards in the ‘Gift / Order Notes’ field during checkout to be included with the order.
Can I customize a hamper?
Yes, you can! Use our Build A Hamper to create your hamper. Add your message in the notes section and we will include a handwritten card to the box. For collections you have an option to choose the type of box you would like the hamper to be packed in.
CLICK AND COLLECT/PICKUPS
Online Click & Collect is available from all of our BLAKEAWAY locations. Collections from Glen Iris are generally ready within 24hrs. Collections from Armadale, Brighton, South Yarra, Chadstone & 101 Collins stores are generally ready within 4 hours. Collection locations are shown at checkout based on stock availability at the time of ordering. 'Ready for Collection' notifications are sent via email once the order has been packed for pick up.
PAYMENT
Which payment types do you accept?
We accept AMEX, VISA, Mastercard, Apple Pay, Google Pay, Shop Pay.
GIFT CARDS
How do I order a gift card?
You can purchase a digital gift card online here. Choose from a set voucher amount or enter in a custom voucher. You can select from a variety of gift card types, add a personalised message and name of the recipient. Enter the email address during checkout for the gift card email to be sent to a recipient or yourself.
Sent by email for easy gifting
Once you have completed your gift card purchase, you or the recipient will receive an email with a link to view gift card. It can then be downloaded for print or added to an Apple Wallet if the email is viewed on an iPhone.
Physical gift cards can also be purchased in store from all BLAKEAWAY locations.
What dollar value can I purchase a voucher for?
Gift Cards can be purchased in preset amounts of $50, $100, $200 or $500.
You can also customise the value of the gift amount. Minimum value is $50
Digital gift card hasn’t been received?
If the gift card email has not been received, please check your junk or promotions folder as it may have gone there. Contact hello@blakeaway.com.au if the gift card still is not received.
How to check my balance?
If the gift card has been added to your Apple Wallet it will show the remaining balance when selected in the wallet. If the gift card has been linked to your BLAKEAWAY customer profile you will be able to view the balance when you are logged into your customer account here. Contact hello@blakeaway.com.au and provide the last 4 characters of the gift card code if you need further assistance finding the balance of a gift card.
TROUBLE SHOOTING
If a product I want is sold out, what can I do?
We are making batches daily, so please check in again the next day or sign up to the ‘let me know when back in stock notification’.
I didn’t receive exactly what I ordered?
Please email hello@blakeaway.com.au or call (03) 9885 2777
I don’t have a delivery window to the address provided at checkout.
Double check the address entered is correct, if not delivery options are available please make sure your suburb or town is serviced by looking at our full list of suburbs and towns here.
If it is in our list please email hello@blakeaway.com.au or call us on (03) 9885 2777 and we will assist in solving the issue with delivery.
Can I collect the items on the day without ordering? Where from?
You can visit one of our BLAKEAWAY locations to purchase from stock available in store. Please visit our store locator page for more information. Please note hours showing on google may be inaccurate.
How do I redeem a discount code?
Valid discount codes can be applied during checkout. If trouble persists with redeeming a code please email hello@blakeaway.com.au.
Changes to orders
We will try our best to accommodate changes to your order and help, but please be aware that once orders are packed, we aren’t always able to make changes.
Cancellation of orders
Should you need to cancel your order please contact us to discuss options. Email hello@blakeaway.com.au or call us on (03) 9885 2777 and we will apply to your account.
Cancellations may be accommodated up to 48hours prior to delivery or collection of your order.
Any cancellations for orders directed to QLD for delivery need to be made know to BLAKEAWAY within 12hours of the order being placed.
Refund policy
BLAKEAWAY takes all customer concerns seriously and will only provide a refund when a product replacement or credit is not applicable and there is a valid reason to do so.
Should you have an issue with your food item or product, please contact us via email hello@blakeaway.com.au or call us on (03) 9885 2777.
We will require product name, batch number and best before date of the product and any photos that may have provide details on the issue.
RECYCLING
How do I recycle my BLAKEAWAY bag, box, glass or pouch?
Our affectionately named ‘disco boxes’ used for home deliveries can be placed in your regular recycling. You can also return these boxes to your nearest store for re-use. Our food packaging with the ‘grounded’ logo at the bottom can be composted. If it doesn’t have this logo it can be re-cycled with your soft plastics. The branded sticker can be removed and placed in your paper recycling. Paper trays can be recycled in your paper recycling bins. Foil trays can be rinsed off and recycled in your recycling bin. Our BLAKEAWAY shopping bags can be kept and reused or returned in good condition to one of our BLAKEAWAY stores. Any glass cocktail bottles or condiment jars can be recycled in your home glass recycling bin. We are working towards being as close to zero waste as possible while working within the restrictions of what is available.
Unfortunately, no one has developed a compostable pouch for wet products just yet.
ENTERTAINING
Can I order for more than 10 people?
You can order our set buffet / banquet menu for entertaining guests for a sit down lunch or dinner. We also have a range of canapes and finger-foods that can be orders to suit your entertaining needs. All minimimum quantities are noted online. Some items require simple assembly and heating, instructions are provided.
Can you assist with staff to service?
Whilst we don't provide any staffed catering, we recommend contacting I Need A Chef who will try to assist with waitstaff and or a chef to assist with service. Minimum call out is 5 hours, phone them on (03) 9602 5707.
How far in advance do I need to order?
All catering orders can be ordered up to 5 days in advance. Please entertaining packs need to be ordered 7 days in advance. Please contact us via email hello@blakeaway.com.au or call us on (03) 9885 2777 for short lead inquiries.
SPECIAL/SEASONAL & CHRISTMAS MENUS
How far in advance do I need to order?
The early bird catches the worm. We do regularly sell out so order early to avoid disappointment. Seasonal menus are promoted throughout the year. Our popular Christmas menu is released in late October.
Can I customize?
Seasonal & Christmas menu items cannot be customized.
BILLING & INVOICING
An automated order confirmation / tax invoice sent to the email provided during checkout at the completing of all online orders. Any order invoices that have been put together by our team will be sent digitally to the email provided for payment online via credit card. A follow-up email with order confirmation / tax invoice will then be sent automatically.
NDIS
I’m an NDIS or HCP participant, can I order meals?
You can certainly order BLAKEAWAY for collection or delivery. The process may differ slightly from other businesses as it would require you to order online and pay for the order in full. We have participants who submit their invoices for a 30 / 70% split and receive a personal reimbursement. You will just need to confirm with your plan manager that this is possible based on your eligible funding. Our invoices only show the cost for each item and the cost for delivery, but it does not go into the breakdown of preparation and ingredient costs. We can generate a quote for meals based on your requirements if needed.
For more information please email hello@blakeaway.com.au.
CONTACT & SUPPORT
How can I contact you for further assistance?
For any inquiries or support, please reach out to us through our contact us page or speak with our staff in-store.
Head Office: 03 9885 2777
Email: hello@blakeaway.com.au