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FAQs

COVID-19 response

1. Why are all your stores closed?

Sadly, we made the decision to close all itsu restaurants due to the current COVID-19 crisis and the government’s advice. We did this to protect our teams, customers & country as we all play our part.

2. Why can I not get itsu delivered anymore?

The closure of all our itsu stores unfortunately means that we cannot offer delivery as this relies on us making the dishes fresh every day in our kitchens. Why not try our itsu [grocery] range which is available to buy in supermarkets.

3. When will you re-open your stores?

We are currently following all government guidelines & we hope to be up and running again as soon as it is advised & safe for our staff and customers. We hope to see you soon!

4. How will we know when the stores are re-opening?

Please keep your eye on our website at our COVID-19 page & social media channels for all updates regarding our stores.

5. Is itsu.com still operating?

Our website, social media channels & app are fully operating. We will continue communicating with our customers with the latest updates via these channels.

6. My voucher runs out next week, but all your stores are closed. What should I do?

If you have a voucher that will expire during our stores closures. Please get in touch via our contact us page & we can sort this out for you.

7. Can I still contact itsu?

Yes, you can get in touch with us at any time using our contact us page.

8. Can I still get free itsu delivered to my hospital during this time?

Sadly, due to the closure of our shops we can no longer offer NHS workers discount or our freshly made itsu dishes.

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. If you’re in store, just ask any of our Team Members and they will communicate the allergen information to you. All nutritional information can be found on our website or via the contact us page.

2. Do your dishes contain alcohol?

There are very small amounts of alcohol found in some of our dishes. The sushi rice which is in our rice based salads and sushi is cooked using sushi vinegar which contains both spirit vinegar and rice vinegar and there is also alcohol traces in our herb dressing, used in some of our salads. We use mirin [a Japanese spirit] in our teriyaki sauce and there’s a very low alcohol content in our miso soups. If you are looking for a dish without alcohol we would recommend salmon sashimi or mixed sashimi [without the soy sauce] or for some hot food, a quinoa burgers & greens rice’bowl.

3. 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 it’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 it’s best to liaise directly with your GP.

4. 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.

5. 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 and for more specific information, please email us.

6. Do you include MSG in any of your products?

No we do not include MSG in any products.

menu

1. Why don'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 there’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?

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 and 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 in all of our stores, providing you’ve got some evidence to show you’re a student. Lucky thing.

1. Do you offer any other discounts?

Yes, we also offer a 15% discount to emergency services and rewards for forces.

 

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 ‘hot card’ 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 ‘hot card’ 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 ‘hot card’, you can receive one free hot product. You must hand in your completed ‘hot card’ on receipt of the free product.

General. There is no alternative to the ‘hot card’ 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. 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 terms and conditions of the itsu x Muji instagram competition?

This prize draw is open to all UK residents aged 18 or over, excluding residents in Northern Ireland. Proof of age may be required. Winner will be chosen at random by a computer generated system on 04/10/2021. Only one prize available. In order to enter the prize draw entrants must follow @itsuofficial and @mujiuk on Instagram between 08.00am on 30/09/2021 and 11.59pm on 04/10/2021, and tag a friend in the comments. All three actions must be completed before the closing date for the entry to be valid. There is also the option to have a bonus entry by tagging another friend. By tagging a friend itsu [grocery] assumes and accepts that you have obtained the relevant consent. The winner will receive £150’s worth of itsu grocery products (retail price), including itsu [grocery] coupons which are redeemable in supermarkets nationwide. The winner will also receive £150 Muji voucher redeemable in Muji stores nationwide. itsu [grocery] coupons will not be redeemable in itsu restaurants. Prizes given away at the discretion of itsu. There is no cash alternative to the promotion or any element thereof and, unless agreed otherwise in writing, all offers are non-refundable and non-transferable. itsu terms and conditions apply. If a winner cannot be contacted or does not respond within 14 days of the initial notification, or cannot take up the prize, then we reserve the right to select another winner. Not available in conjunction with any other itsu offer/promotion. itsu [grocery] reserves the right to withdraw the offer at any given time.

gift cards

1. Where can I buy your gift cards?

Our gift cards are being dis-continued from our shops for the time being. They’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 currently exploring franchise partners in the UK. For more info, take a look at our franchise page and get in touch.

corporate accounts

1. How do I set up a corporate account?

If you’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?

We’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 with the Pink Ribbon Foundation – a grant making trust providing financial support to UK charities. We take great pride in our work with the team at Pink Ribbon and donate 10p from the sale of every bento of the month box. Click here to find out more about this wonderful charity.

2. Will you sponsor me?

We think the things you do for charity are amazing: 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 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, Morrisons, Asda, The Co-op 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 contact our marketing team at marketing@itsugrocery.com and someone will get back to you as soon as possible.

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. We endeavor to package these products in the the best quality and most conveniently available format. Our work’s not done, and we are always working on ways to go greener, better, more sustainable.

If you want to find more specific details about how to recycle our products, please use the contact us page and select “it’s about an itsu grocery product” in the drop down menu.

Or for recycling tips generally, visit the recycling room.

7. Can I sell itsu products?

Yes you can! Please use the contact us page, and select “it’s about an itsu [grocery] product” in the “How can we help?” 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! A selection of our products are available to buy in larger quantites on Amazon here.

10. Are itsu [grocery] compliant with the Consumer Information Obligation?

Our responsibility to the environment includes being compliant with the Consumer Information Obligation; in order to meet this, we provide information detailing recycling advice and guidance for our customers, including how and where to recycle, a guide to recycling symbols and top recycling tips.

The overall aim is ensuring our customers are aware of their recycling responsibilities and have the correct information to become more environmentally friendly, in the home and work-place, all of which is focused around the traditional waste hierarchy principles of Reduce, Reuse and Recycle.

For more information, click here.

11. Why are the rice'noodles noodle nests no longer wrapped in a film?

We have recently removed the film wrap around our rice’noodles [whilst ensuring food safety & product quality are not compromised]. This is part of our ongoing commitment to reducing plastic. The cup and lid are also made out of 50% recycled plastic. These recent changes in the rice’noodles cup alone will prevent more than 11,500kg of plastic going to landfill each year.  We are aware our work is not yet done but you can see all our sustainability milestones here.