1. Do you have an app?
We do! Our O&S+ app is available for both Android and Apple. For more information on our loyalty scheme and how to download our app, click here.
2. What are the benefits of the O&S app?
There are so many! Here are some of the many benefits:
3. How many points do I receive when I shop?
For every £1 you spend in store for eat in or takeaway – or via Click & Collect in our app – you’ll receive 10 points. You cannot receive loyalty points through third-party purchases i.e. Deliveroo.
4. Do I start collecting points right away?
Yes! You will start collecting points right away. If you download the app whilst making a first purchase
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5. I didn’t receive my points. Where are they?
We’re sorry you didn’t receive your points. Don’t worry! You can contact mail@oleandsteen.co.uk who can help add your points.
6. What do I do if I didn’t earn points when I used my smart phone to pay?
As above.
7. Who do I contact if I have a problem with points?
If you have a problem, please contact our customer support via mail@oleandsteen.co.uk
8. I had a poor app experience in one of your stores – who do I contact?
Please reach out to mail@oleandsteen.co.uk with as much information as possible and we’ll endeavour to help.
9. The app isn’t loading – how do I fix this? / Who to contact for what.
If you have a problem, please contact our customer support via mail@oleandsteen.co.uk
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10. Can I order O&S Delivery via the app?
At the moment, delivery is only available at Ole & Steen via Deliveroo and not our own app.You will not be able to redeem points when ordering directly with Deliveroo
11. Can I earn points and rewards on third party websites, such s Deliveroo or Too Good To Go?
Unfortunately you are unable to redeem points via third party platforms.
12. I have a new phone number – how do I transfer my app points across?
Please contact mail@oleandsteen.co.uk who can organise this for you.
13. Can I send a gift via the app?
You can now purchase e-gift cards for other loyalty app users. Click on 'Order' and you can order from here.
14. Can I send a gift to someone in Denmark or the USA via the app?
At the moment, this isn’t an option but it’s something we are working on. Check back for more details soon.
15. My receipt didn’t go into the app – where is it?
Please contact mail@oleandsteen.co.uk who can look into this for you.
16. How many points do I get for downloading the app?
You’ll receive 400 points when you download our app – that’s a slice of Cinnamon Social or one of our famous Danish Pastries – on us!
17. Can I pay with Apple/Google pay and still collect points?
You can! Simply connect your mobile device to your app when in store. Our teams can help you do this and you’ll start collecting points every time you use your mobile to pay. But don’t forget, you can pay through the app too, which is great for when you don’t have mobile payment set up and you’ve forgotten your card!
18. I couldn’t redeem a voucher in store – what do I do?
Please contact mail@oleandsteen.co.uk so we can resolve this for you.
19. I had a poor experience in store with the app
Please contact mail@oleandsteen.co.uk so we can resolve this for you.
20. Can I change my bank card details on the app?
You can! Simply remove your card and add your new card details.
21. Can I have multiple payment cards on the app?
Of course, you can add multiple payment cards and multiple smart phone payment methods to your in-app wallet. Head to the ‘My Profile’ page of the app to manage your payment methods.
22. What do you do with my card details – why do you need them?
When you download our app, you will be asked to add you payment card to your “My profile” section. We ask you to input your card details and these are stored on our behalf by a 3rd party to keep these safe. Why? We do this in order to recognise when you make a payment with your bank card or Apple/Google Pay device. By having your card details, we’re able to identify your app profile, every time you pay. This means that we can identify how many points your have when you pay and you’ll earn points automatically, without having to open the O&S app!
23. How do I connect Apple/Google pay to the app?
Simply ask a team member on your next visit and they can connect your mobile payment to your app. Your card will be stored in the ‘Wallet’ section of the app.
24. Can I edit my C&C order?
Once your order is submitted, you’re not able to edit it.
25. Can I cancel my C&C order?
Unfortunately, once you have submitted your order, you cannot cancel it in the app and will need to contact the store directly
26. Can I get a refund for my C&C order via the app?
Please contact mail@oleandsteen.co.uk so we can resolve this for you.
27. I had a missing item in my C&C order – what do I do?
Please contact mail@oleandsteen.co.uk so we can resolve this for you.
28. I ordered an item via C&C and it wasn’t available when I went to pick it up. What do I do?
The team will offer you an alternative item of the same value. Alternatively, the team will cancel your order and we can place it again without the out of stock item.
29. What is the amount you have taken from my card when I placed a C&C order?
In order to check your card details are correct, when you place a Click & Collect order through our app, a token amount may show as a pending transaction in your online banking. This is done as a verification check but rest-assured, we won’t ever debit your account for this transaction. Instead, the transaction will disappear from your pending transactions online – usually in around 10 working days.
30 How far in advance can I order C&C?
a. Between 10 minutes and 6 days in advance.
31. I’ve placed an order via C&C. The money has come out of my account. Where’s my order confirmation/receipt?
All of your past and upcoming orders will be in “My Receipts” which you can find in your profile under the “More” button in the app.
