Quick answer
For online and telephone food orders, make mandatory allergen information available before the customer completes the purchase and again at delivery. Keep it accurate, accessible and free of supplementary charges. Coordinate the website, ordering platform, kitchen and delivery information so the answer relates to the food actually supplied.
Provide information at both required points
FSA distance-selling guidance states the before-purchase and at-delivery requirements for relevant prepacked and non-prepacked foods. A customer should not have to pay first to discover the allergen information. The format must suit the food type and selling method.
For non-prepacked orders, the FSA recommends written information at both stages. Keep that best-practice format distinction clear while meeting the underlying mandatory availability and accuracy duties. Check the relevant national rules and any cross-border supply arrangements.
Make the pre-purchase route work
- Show where accurate allergen information can be found before checkout.
- Ensure options, variants, sauces, drinks and extras have the correct information.
- If staff provide information by telephone, ensure the service is available and informed, without a supplementary premium charge.
- Make the route usable on mobile devices and provide an alternative where digital access fails.
A vague disclaimer or a message to “contact the restaurant” is not a functioning arrangement if nobody can provide the current information before purchase. Test it as a customer would, including busy periods.
Coordinate aggregators and the kitchen
Where a third-party platform is involved, establish who updates information and how quickly changes become visible. Check the live listing, not merely the version submitted to the platform. A supplier substitution can affect the website, printed menu and aggregator at the same time.
Illustrative example: a new sauce reaches the kitchen while the platform still lists the old recipe. Pause or correct affected listings and resolve the information before further orders are accepted. Do not assume a platform contract transfers away the food business’s responsibilities.
Link delivery information to each item
| Check | Purpose |
|---|---|
| Order details | Confirm the specific request reached the preparation team. |
| Food identity | Match each packed item with the actual order and any authorised change. |
| Allergen information | Provide the required current information at delivery, clearly connected to each item. |
| Handover | Keep packaging and identification intact and communicate relevant instructions. |
For non-prepacked orders, written stickers or accompanying information can help link the declaration to each item. An unlabelled bag containing several similar meals creates an avoidable identification problem.
Test changes and allergy notes
The FSA delivery and takeaway checklist supports checking information, preparation and order communication. Test whether allergy notes actually print or display where staff need them. If the system truncates messages or loses modifiers, correct the route and use a controlled fallback.
A last-minute substitution requires rechecking and communication before it is supplied. Keep evidence of what information was available and what was agreed, with appropriate personal-data handling. Use the handover guide for the internal service chain and avoid promising that an online tick box alone guarantees suitability.
Next steps
- Test allergen access before checkout or telephone purchase.
- Synchronise live menus, platforms and actual ingredient changes.
- Communicate allergy requests and verify the packed item.
- Provide current information linked to each food at delivery.
Read the official practical guidance — Use the current source alongside the procedures for your own business.