Itsu butterflyloader

FAQ

nutritionals & allergens

1. Where can I find out more nutritional / allergen information about your products?

You can find our nutritional and allergen product information on our menu online here. You can also filter our menu by dietary requirement, including dairy-free, gluten-free and vegan, to find out whata��s suitable for you. If youa��re in store, just ask any of our Team Members and they will print you a receipt containing all the product information.

2. Is your fish safe for pregnant women?

Our tuna and salmon are considered safe to eat raw. Our salmon is EU farmed, pellet fed and individually inoculated, which means ita��s exempt from the requirement to be frozen prior to being eaten raw or lightly cooked. Our tuna is deep frozen to a temperature at or below -60 (insert degrees symbol) C, however each pregnancy is unique to an individual so ita��s best to liaise directly with your GP.

3. Are your products halal?

Unfortunately, our meat products are not halal certified. Our sushi rice contains rice wine vinegar and our miso soup contains low levels of alcohol, so unfortunately any products including those ingredients are also not halal.

4. I want to know the portion weights in your products.

Because all our products are made by hand, it is impossible to get exact weights for all our products. Our calories are deducted based on an average weight a�� for more specific information, please email us.

menu

1. Why dona��t you sell all your products in all your stores?

Our stores come in a range of sizes which means that sometimes we dona��t have space to sell all our products. We try to ensure that our most popular products are always available, but if therea��s something you feel is constantly missing, just let us know.

sustainability & sourcing

1. Are your eggs free range?

Yes, all our eggs are free range.

2. How do I find out more about your ingredient sourcing?

Please go to the sourcing section of our website here.

3. Is your packaging recyclable?

We currently recycle all our back of store waste and the majority of our sites are zero to landfill. Our napkins, paper bags, plastic cups and lids are widely recyclable. Our sushi boxes and soup cups and lids are recyclable where facilities exist a�� they need to be plastic coated for food safety reasons, which is why they have specific recycling requirements.

promotions & discounts

1. Do you offer a student discount?

We offer a 15% student discount after 3pm in all of our stores, providing youa��ve got some evidence to show youa��re a student. Lucky thing.

2. How does your half-price sale work?

Half an hour before closing, all our sushi and salad is available at half price. We think this helps reduce waste as well as giving you a little treat at the end of the day.

3. What are the terms and conditions of the hot loyalty card?

These Terms and Conditions prevail in the event of any conflict or inconsistency with any other communications, including advertising or promotional materials. Claim instructions are deemed to form part of the terms and conditions and by participating all claimants will be deemed to have accepted and be bound by the terms and conditions. Please retain a copy for your information.

Promoter itsu, High Holborn House [Brownlow Street Entrance], 52 – 54 High Holborn, London, WC1V 6RL

Eligibility. The itsu a�?hot carda�� loyalty programme is available to all customers, excluding employees and their immediate families, their agents or anyone professionally connected with this promotion.

Promotional Period: The itsu a�?hot carda�� loyalty programme closes on 31st August 2017. All claims must be made by this date and no claims will be accepted after this date. Remaining stamps after this date will be void and cannot be transferred to any replacement programme.

Redemption instructions: You are eligible to receive one stamp per hot food [excluding ‘miso happy’] product purchase (including; hot soups, dumplings, noodles, rice potsu, porridge, fit eggs and poached egg breakfast pots). Upon earning eight stamps on the a�?hot carda��, you can receive one free hot product. You must hand in your completed a�?hot carda�� on receipt of the free product.

General. There is no alternative to the a�?hot carda�� and it is non-exchangeable.

Offer cannot be used on delivery services (third party delivery or itsu delivery) or on grocery products sold in supermarkets.

Offer cannot be used in conjunction with any other offer, voucher or discount code. It cannot be added retrospectively to an order. The offer has no cash value and it will not be exchanged for cash.

We reserve the right to cancel, amend, withdraw, terminate or temporarily suspend this offer for whatever reason, with no liability to any entrants or third parties. A�If this happens we will use all reasonable endeavours to avoid consumer disappointment. We reserve the right to review and investigate all redemptions if we notice any activity that we believe is fraudulent. We reserve the right to terminate this offer at any time during the offer period.

The application and interpretation of these terms and conditions shall be governed by the law of England and the courts of England and Wales shall have exclusive jurisdiction in relation to any dispute concerning them.

4. What are the T&Cs of the Isle of Dogs Movie Screening social media competition?

This competition is open to all UK residents (England, Scotland, Wales and Northern Ireland) aged 18 or over, except for anyone directly connected with the planning or administration of the prize promotion (including itsu employees and their immediate families).

The prize draw opens at 00:01 on 8 March 2018 and ends at 23:59 on 19th March 2018.

To enter, follow our Instagram page and tag at least 1 friend in a comment on the image.

You can enter as many times as you like.

No third party or bulk entries. If it becomes apparent that either a participant or household is using any means to circumvent this condition such as, and without limitation, multiple accounts, multiple reproduced or computer generated entries, fraudulently falsifying data, acting fraudulently or dishonestly in the opinion of the promoter or otherwise acting in violation of these terms, these participants will be disqualified and any prize entitlement will be void.

The winner will be 1 person chosen at random by the itsu [grocery] team.

There is no alternative to the prizes stated and we cannot send the prize to anyone else, only the winner.

The winner will be contacted via Instagram within 14 days of the closing date. The entrant must reply from the same account with their valid UK postal address. If we cannot contact the winner or if a winner does not return necessary details within 14 days we will try again and if we dona��t hear within a further 14 days, the prize will be redrawn and awarded to a new winner, selected at the same time as the original.

Details of the winnera��s name and county may be shared with anyone who requests their details. If you are a winner, we may ask you to take part in publicity relating to this prize draw with no further recompense. The winner (s) agrees to their name being used for promotional purposes. Your details will be passed onto a third party for the dispatch of your prize only.

If you would like to know the names and counties of the winners please send an SAE to: itsu [grocery] Ltd, 1st Floor, 16a Great Peter Street SW1P 2BX stating the name of the competition and your contact details 4 weeks after the closing date.

The entry instructions form part of the rules. By entering, you agree to accept and be bound by the rules.

In entering this competition, you grant itsu an exclusive, royalty free, irrevocable and sub-licensable right to use, reproduce, re-tweet, re-post, modify, adapt, publish and display your entry for any purpose in connection with this competition (including but not limited to for advertising, promotion, publicity and communications purposes) in any media form, without restriction.

The winners agree to take part in reasonable post-event publicity and to the use of their names and photographs in such publicity.

We reserve the right to cancel, amend, withdraw, terminate or temporarily suspend this promotion for whatever reason, with no liability to any entrants or third parties but if this happens we will use all reasonable endeavours to avoid customer disappointment.

The judgea��s decision is final and binding. No correspondence will be entered into.

The application and interpretation of these terms and conditions shall be governed by the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction in relation to any dispute concerning them.

The Promoter is: itsu [grocery] Ltd, 1st Floor, 16a Great Peter Street SW1P 2BX

5. what are the T&Cs of the Isle of Dogs limited edition prawn crackers competition?

To be able to claim a prize, customers must purchase a pack of limited edition prawn crackers and find a golden ticket inside which states ‘yes – you’re a winner!’ and follow instructions on the ticket to claim their prize. The last date to claim is 31/05/18.

There will be 20 cinema ticket winners and 1 main prize winner. The main prize winner for the trip to Tokyo will beA�chosen at random by the itsu [grocery] team.

Cinema voucher terms and conditions:A�The cinema vouchers can be exchanged for two adult tickets (as specified on voucher) at any Cineworld cinema in the UK or the Republic of Ireland, or can be used to book online atA�www.cineworld.comA�subject to conditions below. Not valid for 3D, IMAX, D-Box, Alternative Content, Special Advance Screenings, Delux Screens and VIP boxes.

Please keep the vouchers and the e-codes in a safe place. They are not replaceable if lost or stolen and no refund will be given.

To be valid when presented for exchange, the vouchers must be complete and not damaged in any way.

The vouchers may be exchanged for two adult (as specified on vouchers) tickets for any performance at any Cineworld cinema in the UK or Republic of Ireland. Not valid for 3D, IMAX, D-Box, Alternative Content, Special Advance Screenings, Delux Screens and VIP Boxes.

The vouchers may be used once only to either book a cinema ticket online atA�www.cineworld.com, byentering the 17 digit e-code underneath the QR code on the front of the voucher, or exchanged for tickets at the box office of any Cineworld cinema (not valid for redemption via the Cineworld telephone booking service).

When booking online using the e-code (i) credit/debit card information must be provided (for processing purposes) and (ii) a booking/processing fee of 50p per person for whom a seat is booked will apply (full T&Cs available atA�www.cineworld.com/terms). Customers who do not wish to pay the fee can exchange the voucher for a ticket in person at the cinema.

The vouchers cannot be exchanged wholly or partly for cash.

Photocopies of the vouchers will not be accepted

The vouchers are subject to Cineworld Cinemasa�� terms of entry which can be found atA�Cineworld.com/terms.

Trip to Tokyo prize package for 2 adults includes:

Return flights from London to Tokyo, including taxes, fees and one item of checked luggage per person

Return airport transfers in Tokyo;

5 nightsa�� hotel accommodation in Tokyo, with a four-star rating, based on sharing a double or twin room;

Tokyo Rickshaw Tour with guide (30 mins)

Wes Anderson-inspired journey past Mount Fuji, Mount Komagatake and Lake Ashi with bullet train ride including hotel pick-up, One-way bus ride, one way bullet train ride, entrance fees, guide, Cruise on Lake Ashi and Komogatake Ropeway.

Dinner at top restaurant in Tokyo with set menu to the value of A?75pp

Travel insurance

Economy Flights available from major international airports in mainland London only;

Flights may be indirect and not all routings will be available;

Flight itinerary will be selected by prize provider at their sole discretion;

Winner and guest(s) must have full passport valid for at least 6 months at time of travel;

Any necessary visas are responsibility of winner and guest;

Hotel will be selected by prize provider at their sole discretion;

A valid credit or debit card will be required for security deposit purposes when checking into hotel accommodation;

Travel insurance is subject to restrictions and the terms and conditions of the insurance provider. It is the responsibility of the winner and/or their companion(s) to meet any additional costs relating to obtaining insurance cover for any pre-existing medical condition and for any additional costs as may be specified where the winner and/or their companion(s) are aged 70 or over;

Prizes are non-transferable and non-refundable;

No cash alternative is available;

Prize is subject to availability;

Prize cannot be taken from 21stA�December 2018 a�� 2ndA�January 2019 (Christmas and New Year), over UK bank holidays, or over Easter Sunday;

Prize is valid for 12 months from the date of notification of winning, and travel must be booked and completed within that time frame;

Stay must include a Saturday night in the hotel;

All elements of the prize must be taken at the same time;

Once booked, the prize cannot be altered or amended;

At least one traveller must be aged 18 or over; Where any travellers are aged under 18, they must have prior parental or guardian permission;

The prize excludes domestic ground transfers; The prize excludes meals and drinks, excursions, attractions, treatments, car hire, visas and personal expenses and anything not expressly included in the prize.

Winners must contact prize provider with three preferred travel dates no later than six weeks prior to departure

If winner elects to partake in any or all portions of his/her prize with no guest(s), the prize will be awarded to winner and any remainder of the prize will be forfeited and shall not be subject to further or alternative compensation.

If the winner is unable to, or elects not to,A� use part of the prize, the winner will forfeit that part of the prize package with no compensation or any further liability of the part of the Promoter

gift cards

1. Where can I buy your gift cards?

Our gift cards can be bought in all retail stores and topped up at any time. Theya��re not yet available to buy online.

2. I received a gift card, how long do I have to redeem the money?

The gift cards are valid for 24 months from when they are purchased.

3. Do you still accept the paper gift vouchers?

Yes, we will still accept the paper gift vouchers until they expire. The vouchers expire 3 months from the issue date which can be found on the back of your voucher.

4. My gift card has been lost/stolen, what should I do?

If your gift card is lost, stolen or damaged, please email itsu as soon as possible so that we can block the card. Please include an image of the receipt or the gift card number in your email. itsu cannot be held responsible for any balance spent prior to the customer reporting the card lost

property

1. Do you offer franchises?

itsu is not currently seeking franchise partners in the UK beyond the relationships we already have established.

corporate accounts

1. How do I set up a corporate account?

If youa��d like to set up a corporate account with us at one of our stores, please email in via the contact page and we will set this up for you.

careers

1. How do I apply for a job?

Wea��re so excited you want to join us. Please look at the site here.

charity & sponsorships

1. Do you have a dedicated partner charity?

Yes we do! We currently work exclusively with two charity partners – the Pink Ribbon Foundation and Orchid (Fighting Male Cancer). We take great pride in our work with both of these causes that help raise awareness and provide support to both male and female related cancers. Click hereA�and here to find out more about these wonderful organisations.

2. Will you sponsor me?

We think the things you do for charity are amazing a�� running marathons, jumping out of planes, growing luxurious moustaches throughout November. We focus our fundraising efforts on the Pink Ribbon campaign so are unable to sponsor individuals in their charity efforts a�� but keep up the good work!

itsu [grocery]

1. Where can I find itsu products in supermarkets?

You’ll spot us in itsu restaurants, Sainsbury’s, Tesco, Waitrose, Asda, Morrison’s, The CoOp and online at Amazon and Ocado. Visit itsu grocery to click through to buy from your local supermarket.

2. How many calories are in my itsu product?

You’ll find all the nutritional information on the individual product pages.

3. Are itsu products suitable for vegetarians and vegans?

Lots of our products are suitable for vegetarians and vegans. Please check the information on the individual product pages – those suitable for vegetarians and vegans will be labelled accordingly.

4. Are itsu products gluten free?

Lots of our products are gluten free. Please check the information on the individual product pages – gluten free products will be labelled accordingly.

5. Who can I contact with a press enquiry regarding itsu products in supermarkets?

Please use the talk to us page, and select “snacks and supermarket products” in the “its about” drop down menu. We look forward to hearing from you.

6. What is your environmental policy?

We are consistently mindful of our environment, striving to produce the most innovative, healthy, delicious food from responsible sources, packaged in the best quality most convenient available. Our worka��s not done, and we know therea��s more we can do to go greener, better, more sustainable. WatchA�this space for our Corporate & Social Responsibility strategy, which will be launched this year.

In the meantime, if you want to find more specific details about how to recycle our products, please use the talk to us pageA�and select “snacks and supermarket products” in the “its about” drop down menu.

Or for recycling tips generally, visit the recycling room

 

 

7. Can I sell itsu products?

Yes you can! Please use the talk to us page, and select “snacks and supermarket products” in the “its about” drop down menu. We look forward to hearing from you.

8. Can I order your products if I live outside the UK?

Unfortunately at the moment we are only able to sell products within the UK. This is something we are looking into!

9. Can I order large quantities of itsu grocery products?

Yes you can! Please use the talk to us page, and select “snacks and supermarket products” in the “its about” drop down menu. We look forward to hearing from you.