We answer every message. Mornings are fastest.
Drop us a line — refunds, missing items, technical issues, anything else.
My order didn't arrive / something was missing —
Email us with your order number (in your confirmation email, format BV-NNNN)
and a quick description. We'll sort a refund or a replacement same-day.
How do I change a delivery slot? — Open the order tracking page in the app (push notification opens it directly). If the slot you want is more than 15 minutes away, you can switch from the order page. If you need a slot that's sooner, email us.
Allergies and dietary requirements — Every dish has an allergen list on the menu page. If you need something not on the menu (e.g. dairy-free version of a dish), add a note in "Special instructions" at checkout — the kitchens read every one.
I can't sign in to Picky Staff — Speak to your venue manager first. They issue and reset PINs. If they can't help, email us with the staff member's name and the venue.
The app won't open / crashes — Force-quit and re-open. If that doesn't help, delete + re-install. If it still happens, email us with your phone model and OS version.
Full privacy policy at getpicky.co.uk/privacy. Short version: we collect only what we need to take and deliver your order, we never sell your data, and you can ask for it to be deleted any time.
Picky is operated by Match Tees Valley CIC, a Community Interest Company registered in England & Wales (registered office: 7-9 Victoria Road, Hartlepool, TS25 7SE). Our trading venue is Blue Valentines at 48 Church Street, Hartlepool, TS24 7EB. Every order supports the venue, the local kitchens, and the community work the CIC does.