Customer Care

Contact Us

FAQ

How long does it take to get an online ordering account?

If you are signing up for a new Brook House Foods account, please allow 1 working days for your account to go live. If you already trade with Brakes your online account will be live within 48 working hours. Once you have filled in the registration form you will be emailed your username and password to the email address you provide.

How do I reset my password?

If you need to reset or have forgotten your password, simply click 'Forgotten Password' on the Sign in page.

Is there any training?

The Brook House Foods ordering system is very easy to use. Anyone with experience of ordering online through any of the large eCommerce sites will be able to pick it up very swiftly. For some additional help there is a quick start user guide that takes you through placing an order and some of the features that will make it easy to use in a way that is best for you.

Can I set up favourites lists?

Yes. You may have up to 20 favourites lists. Once set up your favourites can help you place your Brakes online orders very swiftly. Once logged in, select Favourites from the top of the screen and start to create your favourites lists. Show me how.

Is my Brook House Foods online account bespoke to me?

Yes. Once logged into Brakes online ordering the system will show only your prices, delivery days and products. Any changes to your details will be updated overnight and ready for you to view the following day.

Can I see Promotions?

Yes, if your account is set up to view promotions, all promotional prices are applicable if relevant to your account, they can be found under the promotions tab and prices will be applied during the ordering process.

What if an item is out of stock?

You will be informed of any amendments to your order once a checked-out order has been confirmed. If an item is out of stock and an auto-sub has been setup, the substitute will be applied and highlighted on the order confirmation. You will then have the option to reject the substitute if it's not appropriate. If no substitution is set up, you will see an out of stock notification after checkout. An email confirmation will also be sent to the address on the account. An email will also be sent out every morning with confirmation of what is out for delivery and informing you of any last-minute amendments.

Can I change or cancel an order online?

Yes. Even though an online order has been placed and confirmed it can be amended until your cut off time. To view your amendable orders, once in your Brakes online ordering account, select your account details from the top of the screen. Select Order History. All your orders will be visible. Any orders that can be changed will have an amend button highlighted. You may change an order as many time as you wish up until your cut off time. You must remember to select re-submit after any amendments.

Is there any support?

Yes, there is a dedicated Customer Service team available 8.30am - 5.00pm Monday to Friday. You can find details on the Contact Us page, or get in touch with your usual Brakes representative.

Is there a minimum order for deliveries?

The minimum order for delivery is £80.

Can I pay by Credit Card?

We do not have the facilities to handle transactions by credit card payments. This may change in the future.

Do Brook House Foods delivery locally?

Yes we do, we deliver throughout the UK. We are currently investing in depot and logistics systems to ensure accurate order picking and more efficient deliveries.

Are all products delivered at the correct temperature?

Yes, health and safety is very important to us. All of our products are delivered in the correct temperature-controlled lorries. Products are categorised by Ambient (A) Chilled (C) and Frozen (F), which will be displayed next to the product code as you place your orders online.

Can I collect my order form you?