Help

About local e

  • The what, why and where?

    What: Local E is a new more rewarding way to order food from your favourite local independent restaurants. Why: To help you help your local food heroes escape the sky-high commissions, up to 35%, charged online by other big tech food platforms and in the process earn yourself rewards for being an all-round friendly neighbourhood spider-man good guy (or girl!). Where: A small corner of south west London for now but we have lofty ambitions so watch this space. Check out our full story at “More about Local E” in the About Us section. How does Local E work? • Order on our website or app. • Pay by card and/or Local E points. • Earn 4%* back in points with every order. • Enjoy some great tasting food. Simple! *3% once your order is confirmed and 1% when you leave a review.

  • What sort of restaurant partners do you work with?

    We only work with high quality independently owned restaurants and takeaways, so no multi-national conglomerates, high street mega-chains or faceless, delivery-only, factory-style kitchens. All our restaurants have a shop front presence on your local high street and all of them have a minimum food hygiene rating of 3. You can check all our restaurants’ ratings on the Food Standards Agency website here.

Order Questions

  • How do I check the status of my order?

    Login via our website or app, and then go to the Orders section to check your order status. We also send you a confirmation email and app notification, if you have the Local E app, to let you know when your order is accepted or rejected.

  • My order was accepted but with a new estimated delivery time. Can I cancel it?

    Yes! If the new estimated delivery time is 15 minutes or more then you can cancel the order before the restaurant starts preparing your food. If your food is already being prepared, you will need to contact the restaurant directly to find out if it is still possible to cancel and refund the order.

  • My order was rejected. What do I do?

    Don’t worry, you won’t be charged for a rejected order. You can of course order from another restaurant on our website or app.

  • Can I change my order after it has been accepted?

    Unfortunately, not on the website or app. However, you can call the restaurant directly and see if they can arrange to have your order changed. The restaurant’s phone number can be found in your confirmation email. If you are using our app, you can call direct using the green phone icon next to your order in the Orders tab.

  • My food delivery order is late. What can I do?

    We’re sorry to hear that. If your order is running late, the fastest way to get an update is to contact the restaurant directly. The restaurant’s number is listed in your email confirmation. If you are using our app you can call direct using the green phone icon in the Orders tab. Having your order number ready will help speed things up. NB. It always helps if your phone and address details are up to date. Delivery drivers will try to make contact if they cannot find you, so if your details are incorrect then this could be delaying your order. If your details are incorrect then please contact the restaurant to update them of your situation.

  • There’s something wrong with my order. How can I rectify this?

    We’re sorry to hear this. If your order has missing or incorrect items, contact the restaurant immediately. If the restaurant has made an error, they can arrange to have the item redelivered to your home as soon as possible or issue you with a refund. The restaurant’s number can be found in your confirmation email. Alternatively, you can ring from the green phone icon in our app’s Orders tab.

  • I’m not happy with the quality of my food order. What now?

    We’re sorry the food you received wasn’t up to scratch. We always strive to ensure we partner with high quality restaurants; however, we understand things can go wrong. Once a food order is complete you will get an opportunity to rate the order and leave feedback. These public reviews really help us ensure we only work with the best restaurants, and all reviews are passed directly on to restaurant owners who may ask you to get in touch with them. Unfortunately, Local E cannot issue refunds without the permission of the restaurant involved but as a big thank you for posting a review we give you an extra 1% back in Local E points. Unfortunately, Local E cannot issue refunds without the permission of the restaurant involved, but as a thank you for posting a review we reward you with an extra 1% in Local E points.

  • What if I have an allergy?

    If you or anyone else ordering has a food allergy or intolerance, please contact the restaurant directly to check for allergen information before you place your order. For most food items you can add a note to request to modify the food to suit your needs, however in order to make 100% sure that the food you order is suitable the best policy is to ring the restaurant. If you’re unable to contact the restaurant, we recommend you do not place an order.

Reward points and promotions

  • What are reward points?

    Reward points are our way of thanking you for staying loyal and helping support local independently owned restaurants. Each Local E point earned is worth 1p (£1.00 = 100 points) and can be spent like cash anywhere on the Local E app.

  • How do I earn points?

    By being a local superhero that’s how! You automatically earn points every time you order from a restaurant on Local E. You get even more points by leaving a review after each order, so don’t be shy!

  • How do I spend them?

    Local E points can be spent at any restaurant on our app. At the checkout screen tap the “Use your Local E points!” button and simply enter the number of points you wish to spend. The cash value will be deducted from your final bill.

  • How do I apply a promotional code?

    At the checkout screen tap the “Enter a promo code” button and enter the code. It’s not rocket science… just plain old computer science.

  • How do I refer a friend and get even more rewards?

    Share your Local E invite code with friends to get free reward points. You can find your personal Local E promo code in the “More About Local E” section in the account tab. Copy and paste the code in “Share the Love” to your friends, family and even arch enemies via social media, WhatsApp or text. When they order for the first time and use your code, you will be awarded Local E points to spend on your next order. Be quick though, the points have an expiry date!

Pricing

  • Do you charge a service charge?

    No! There’s JUST no justification for it…

  • Does Local E charge higher prices compared to in-store?

    Unlike some folk we won’t name, here at Local E we operate a policy where the prices you see at your local restaurant are the same prices you get online at Local E. If you see any discrepancy in pricing, please feel free to contact us at hello@mylocale.co.uk and we’ll don our best Sherlock Holmes deerstalker cap to investigate and correct the issue.

Contact Us

  • Need to contact us?

    The best way to contact Local E is via email on support@mylocale.co.uk If the issue is more urgent, we can be reached on our LIVE Chat here.

Can’t find your problem here?

Please write to us at

support@mylocale.co.uk