The what, why and where?
What: Local E is a new, more rewarding way to order food from the best local independent restaurants. Why: To help you help your local food heroes escape sky-high commissions, up to 35%, charged online by other big tech food platforms and in the process earn yourself rewards for supporting local. 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 Us section.
What kind of restaurants do you partner with?
We only work with high quality, independently owned restaurants and takeaways, so no multi-national conglomerates, high street mega-chains or delivery-only, factory-style kitchens. All our restaurants have a shop front presence on your local high street and we only sign up new partners with a minimum food hygiene rating of three. You can check all our restaurants’ ratings on the Food Standards Agency website or by tapping on the restaurant description at the top of their menu in the app.
How does Local E work?
• Open our website (duh!) • Order some amazing food! • Pay using Local eCoins or card. • Earn reward eCoins with every order. Simple!
How do I check the status of my order?
Go to the Your Orders section in your profile to check your order status. We also send you a confirmation email to let you know when your order is accepted or rejected. If you have the Local E app we’ll send you a notification to confirm your order. Some of our restaurant partners deliver food using their own couriers. If that’s the case your order status may not update in real time.
My order was accepted but with a new estimated delivery time. Can I cancel it?
If you are unhappy with your new delivery time you can ring the restaurant from the Orders section in the app and if they haven't started preparing your food it may still be possible to cancel and refund the order. If you ordered on the website the restaurant number can be found with your order confirmation email.
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 great local restaurant on our app or website.
Can I change my order after it has been accepted?
Unfortunately, not through the website. 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. Or, you can call direct using the green phone icon next to your order in the Orders tab on the app.
My food delivery order is late. What can I do?
We’re sorry to hear that. All our delivery times are estimates and it’s highly likely your food order is on its way and nearly with you. However, if you wish to get an update, the fastest way is to contact the restaurant directly. The restaurant’s number is listed in your email confirmation. You can also call direct using the green phone icon in the Orders tab on the app. 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 this is the case, then please contact the restaurant or Local E via our Live Chat immediately to update your details.
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, if you have the Local E app you can ring from the green phone icon in our app’s Orders tab.
I’m not happy with the quality of my food. 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 an order is complete you will get an opportunity to rate the order and leave feedback. These 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 thank you for posting a review you will get an extra 100 Local eCoins.
What are Local eCoins?
Local eCoins or eCoins for short, are our way of thanking you for staying loyal and helping support local independently owned restaurants. Every 100 Local eCoins earnt is worth £1 and can be spent like cash anywhere on Local E.
How do I earn Local eCoins?
You automatically earn eCoins every time you order from a restaurant on Local E. You get even more Local eCoins by leaving a review after each order, so don’t be shy!
How do I spend them?
Local eCoins can be spent at any restaurant on our app. At the checkout page tap the “+ Use your Local eCoins!” button and simply enter the number of eCoins 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 eCoin rewards. You can find your personal Local E promo code in the Promotions section in your profile. Copy and paste the code 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’ll receive Local eCoins to spend on your next order. Be quick though, Local eCoins have an expiry date!
Why is my money off promo code not appearing on the checkout screen?
Local E money off promotional codes sometimes use Local eCoins to give you promotional discounts on your order. For instance, if you get a £5 off promotion code, we will credit you with 500 eCoins to spend on your order after your promotional code is entered. Simply press the “+ Use your Local eCoins!” button to add the points and get your discount.
Do you charge a service charge or fee?
No! There’s JUST no justification for it…
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. You can call the restaurant by scrolling down to the bottom of their menu and tapping ‘Allergy and Dietary Requirements’. The restaurant’s phone number will pop up so you can contact them directly. If you are unable to contact the restaurant, we would advise that you do not place an order.
How do I tip the driver?
You can tip your driver through the tip notification you receive after your order is completed via the Local E app. We currently charge a small service charge for online tips so if possible, tip in cash. We’re working closely with our payment processing partners to change this service charge and hope to do so asap.
How do I update my account and billing information?
You can easily update your details (name, email, phone number, address) in your profile on the website. You can also change or add new payment methods in the payment section of your profile. For any other account management issues please contact us via email at [email protected].
I’ve got this weird rash on my foot. What should I do?
Probably not the place for this type of question… I don’t know, maybe go see a doctor?
Need to contact us?
The best way to contact Local E is via email on [email protected] If the issue is more urgent, we can be reached on our LIVE CHAT on the Local E app.