Ordering FAQs

When you order with us, you can either

• Order everything with a server, then pay at the bar at the end
• Order on our app, and pay via the app as you go
• Run a tab on our app, and pay via the app at the end
• Order with a server, then pay via the app at the end

Or you can mix and match the above ordering methods, to give yourself the kind of experience that you want.

To view our menu and place your order, simply connect to our guest WiFi and scan the QR code (on your table). You can even do it the old fashioned way and type the web address into the browser on your smartphone.

You will then be asked to choose whether to order and pay immediately, or run a tab. If you choose to order and pay now, you will pay for your order when you place it. If you choose to run a tab, you’ll be able to keep placing as many orders as you like, and then pay for everything at the end.

Once you have chosen how you’d like to order, you will then be able to browse the menus. Please just tap on any dishes you would like to order to add them to your basket. Follow the on-screen instructions to check-out and pay, or to add the dishes to your tab.

Once you place the order, you will receive a confirmation email to show that the order has been received and a summary will show on your screen. Please check your order carefully before you submit it to make sure you’re happy, as we can’t refund mistakes or cancel orders once the food has been prepared.

If you run a tab, don’t forget to scan the ‘pay my bill’ code on your table before you leave. You can then pay the whole bill, or split it between your table.

Your order will appear instantly in the kitchen in front of the chef who will prepare your dish.  Everything you order will be brought to your table as soon as it’s ready.  We are encouraging a more informal atmosphere at Jersey Crab Shack, so feel free to just pop in for a single dish and a drink, or a longer meal with several courses.

If you would like to order food as different courses, please just order the food that you would like to eat first, then place another order later for your next course.

If you would like to order food as different courses, please just order the food that you would like to eat first, then place another order later for your next course.

Everything you order will be brought to your table as soon as it’s ready, so if you would like separate courses, please make sure you don’t order everything at once.

Just like when your server used to take your order,  it’s also possible for one guest to order for multiple guests on one device. In this case, the orders will all arrive at the same time. Feel free to order further drinks or dishes such as sides, another sharing plate, or desserts whenever you wish.

Every member of the party can also place their own order on their own device (or on one of our ordering devices). In this case, orders will be brought out as they are ready, but generally will arrive close together.

If you have accidentally selected a product, please click the ‘basket’ icon at the bottom of the screen beside the ‘check out’ button.

The list of products in your basket will display.

Find the product that you do not wish to purchase, then press the ‘-‘ symbol beside it.

A ‘remove’ message will appear. Please tap this to delete the product from your basket.

If you accidentally place the order before removing the unwanted item, please let a member of the team know as soon as possible. We unfortunately won’t be able to refund any accidental orders if the food has already been cooked for you.

You’ll need a phone or tablet to use our ordering site, but don’t worry if you don’t have one.

A member of the team will take your order for you.

We are unfortunately not able to make any changes or modifications to any of our dishes. But we do offer several popular options for some dishes, which you can choose from.

We train our teams to create each dish to the same specification every time, and allowing modifications could create confusion, compromise quality and taste, and impact our comprehensive Allergen Process.

Additionally, our ordering system is fully integrated with our kitchen screens, stock system, and tills, so modifications can create complications in this respect.

We try to provide as much information as possible on our menus to make it easy to avoid any food dislikes or intolerances. We also offer a full allergen menu covering the 14 main allergens, should you need to avoid an ingredient for allergy reasons.

Yes, but please order and pay with a server if you wish to pay by gift card. We are currently working on integrating our gift cards with our online ordering system, so the team will need to process your payment on the till.

We include service in our prices at Jersey Crab Shack, so there is no need to leave a tip when you dine with us.

If you experience excellent service, please visit again and let us know by completing our post-dining survey (which will be emailed to you after your visit), or by contacting us and choosing ‘Feedback’.

The aim of our tips policy, which includes paying our team a better salary of higher base and variable incentives, is to enable us to provide better employment conditions for our team as well as certainty for our customers.

It’s the norm in many countries like France and is being adopted more and more in Jersey and the UK.

If you, or a member of your party, has a severe allergy, please place their order separately on the app and select the allergy from the ‘Allergens’ list at the bottom of the menu. This will ensure that the allergen is highlighted to our chefs when the kitchen prepares the allergic guest’s order.

If you’re ordering via table service, please let your server know about the allergy before you order your meal. They will then ensure this is passed on to the kitchen team.

Please also make sure that you check the Allergen Menu before ordering to make sure that the chosen dish does not contain the relevant allergen. A copy of the Allergen Menu is available from the team.

Please note that we are not able to refund accidental orders if the food has already been prepared. If you make a mistake, please let a team member know as soon as possible.

Using Apple Pay or Google Pay will help make your app payment easier and quicker. If you’re not yet set up for this, please find details of how to set up Google Pay and Apple Pay here. We can also help you to set it up at the restaurant, so your checkout experience will be faster next time.

If you do not wish to use Apple or Google Pay, you are still very welcome to dine with us. You will simply need to input your card details when you order, so this may take a minute or two longer than checking out with a mobile payment method.

Please just ask the team, and we’ll be happy to take your order at your table.

Everything you order will be added to a tab, and you can pay for everything at once at the end of your meal.

Yes!

Ordering by app is the quickest way to receive your order, but if you prefer not to use it, please just ask a member of the team. We’ll take your order, run a tab, and you can pay for everything at the bar and the end of your meal.

Yes, you can.

Anything you order with the team will be added to your tab – you’ll need to pay for this at the bar before you leave.

Anything ordered via the app is paid for as you go, so you’ll need to pay for these at the time of ordering.

Click & Collect is currently available at all of our sites (Jersey Crab Shack St Helier, St Brelade and Gorey.)

Please see our ‘locations’ page for the restaurant opening times.

To view our menu and place your order, simply head to our ordering site and choose the restaurant you wish to collect from. When prompted, please select ‘Order for Collection.’

Please then simply tap the items you would like to add to your order, then follow the on-screen instructions to choose a collection time, checkout and pay. You will receive a confirmation email to show that the order has been received.

You can order any time on the day of collection, until the restaurant closes.

We are unfortunately not able to change the collection time once your order has been placed.

We will keep all orders for at least 30 minutes after the chosen pickup time or until closing time (whichever is earlier), but we recommend that orders are picked up as close to the collection time as possible, so that the taste and quality does not deteriorate.

If you are more than 30 minutes late to collect your order, your food may be disposed of and no refund will be given.

We’re sorry that you’re experiencing issues.

If you are struggling to access the ordering site, please note that the site is not compatible with Internet Explorer, so you will need to try a different browser (like Edge, Chrome, or Safari), or access the site on your phone.

If you’re not using Internet Explorer, but are having problems, then please try the following troubleshooting advice:

• Refresh the page
• Clear the cache on your device
• Access the online ordering site from a private or incognito window
• Check that the restaurant or café you are ordering from is currently open

If you continue to experience problems or notice a specific issue with any of our products, please let our Head Office know by getting in touch with us.

If you have accidentally selected a product, please click the ‘basket’ icon at the bottom of the screen beside the ‘check out’ button.

The list of products in your basket will display.

Find the product that you do not wish to purchase, then press the ‘-‘ symbol beside it.
A ‘remove’ message will appear. Please tap this to delete the product from your basket.

We unfortunately can’t amend your order once it has been confirmed, so please check your basket carefully before completing your order.

We train our teams to create each dish to the same specification every time, and allowing modifications could create confusion, compromise quality and taste, and impact our comprehensive Allergen Process.

Additionally, elements of some of our restaurant dishes are prepared in advance, so it is not possible to remove certain ingredients at the time of receiving an order.

We try to provide as much information as possible on our menus to make it easy to avoid any food dislikes or intolerances. We also offer a full allergen menu covering the 14 main allergens, should you need to avoid an ingredient for allergy reasons.

Since payments are securely processed through our online ordering site, the restaurant where you collected your order will not be able provide a refund on site.

If you are unhappy with the quality or service you have received, please contact us via the Feedback link on our website, or, for restaurant orders, by completing the survey emailed to you after your visit.

You can also contact our Head Office for assistance.

We are unfortunately unable to accept gift card payments through our online ordering system at this time.

We are working on implementing a digital solution, and hope to be able to integrate this with our ordering site soon.

We unfortunately aren’t able to make any changes to orders after they have been placed and paid for, so please make sure you review your basket carefully before you check out.

If you have any queries about your order, please contact the restaurant directly and the team will do their best to help (contact details on our locations page)