LOYALTY

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How do I register?

Enter your details into the online registration form (click here). Click ‘Sign Up’ and keep an eye on your email inbox for your validation email (this may go to your junk inbox). Click the validation link and ‘Log In’ (top-right). Complete the next questions, click ‘Validate’ and you’re good to start earning points!

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How do I collect points? 

Every time you buy a main dish over £5 in-store, you’ll receive 1 point on your card. To earn points, you must have registered online and you have to scan your QR code at the till before you pay. It can take up to 24 hours for your points to load on your card so don’t panic if they’re not in your balance straight away!

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What goodies do I get with my loyalty points?

Once you’ve reached 5 points you’ll get a free bag of Tortilla chips and salsa allocated to your account – the crew can see this when you scan your QR code in-store, you won’t receive a physical voucher. Once you reach 10 points, you’ll get a free burrito or naked burrito of your choice – this includes all sizes, toppings and fillings! Again, this will automatically be added to your account.

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When can I redeem my freebies?

Once you’ve reached 5 points, you can redeem your free bag of chips at any time, and same goes with reaching 10 points for a free burrito. Just add either item to your order in-store and when you scan your QR code, the cost will be wiped from your order along with the voucher. Remember, it can take up to 24 hours to get your voucher loaded once you reach 5 points so give it a day!

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If I forget to scan my QR code can I add points later?

Nope, sorry! Our system doesn’t let us add points after the transaction. 

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Can I claim my burrito and chips at the same time?

You sure can – make a meal of it!

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Will I lose my 5 points if I claim my free bag of chips?

Nope, claiming your free chips doesn’t mean your points will go to 0, they’ll keep growing to 10 each time you buy in-store.

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Can I keep collecting points once I’ve hit 10?

Nope, at 10 points you’ll automatically be issued a digital voucher for a free burrito. You must use this voucher before you can collect any more points. Remember, if you haven’t claimed your free chips & salsa too, you’ll need to redeem this voucher also or else you’ll loose it!

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Can I claim my freebies on Click & Collect?

Nope, not just yet sorry! Right now you can only claim your freebies in-store.

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Who do I contact if I’m having issues with my account?

If you can’t find the answer in our FAQs, send us a message via our feedback form and we’ll help you out! 

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Why can’t I see all my points online?

Your points can take up to 24 hours to load onto your account so come back tomorrow and check again. If they’re still not there, send us a message via our feedback form and we’ll track them down!

PROMOTIONS & DISCOUNTS

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Do you sell gift cards or vouchers?

Not yet but send us a message on social media or using the feedback form and we’ll see what we can do to help!

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How do I win Tortilla goodies?

Big or small – trip away, free food or 10% off – we’re a generous bunch and always have some tasty goodies to giveaway! Keep an eye on our social media channels, offers page and sign-up to our mailing list, you’ll get plenty of chances to enter to win!

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Do you offer a discount for students, NHS & emergency services?

We sure do – simply flash your valid Student, NHS or Emergency Services ID card in-store to get 10% off your food. T&Cs apply.

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Do you offer a local business discount?

Yes we offer a 10% off local business discount. If your office is based near a Tortilla with more than 60 people working in it, send us a message using our feedback form to see if you qualify! T&Cs apply.

ORDER ONLINE

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£1 Charge on C&C

If you see a £1 charge on your account after making a Click & Collect order, please note this is a pre-authorisation cost which is refunded usually within 7 days. Elavon (our card processors) do this to check authentication. It’s very common for online purchases with new or rarely used cards.

 

In most cases this money isn’t taken from the account, it just shows as a pending transaction and is refunded before it can be processed.

 

If 7 days has passed and this transaction hasn’t been refunded please get in touch using the feedback form and we can look in to it further.

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ORDER TIMES

While we make every effort to complete the order by the time you specify on the website, from time to time things may hinder our ability to complete the order on-time. We apologise for any inconvenience this may cause.

 

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DELIVERY

If you experience any issues or require a refund on your delivery order, please contact the platform you ordered from (Deliveroo or Uber Eats) directly.

 

Alcohol is available at select stores however alcohol is not for sale to people under the age of 18. By placing an order for alcohol products via Deliveroo or Uber Eats you are declaring that you are 18 years of age or over. Identification will be requested at all times.

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CLICK & COLLECT

Once you place your order it gets sent to the store to be made. If you need to cancel the order, please use the feedback form on this website or contact the store direct and we will endeavour to cancel the order and refund your payment if the meal hasn’t yet been made.

 

Alcohol is available at select stores however alcohol is not for sale to people under the age of 18. By placing an order for alcohol products via our online ordering service you are declaring that you are 18 years of age or over. Identification will be requested at all times.

 

The following offers and discounts are not available via click & collect or other online ordering/ third party sites. To redeem discounts/offers you must make the order in store and bring with you proof of the offer.

  • – Student discount
  • – Emergency services discount
  • – Any digital or hard copy voucher offering discounted or free product
  • – John Lewis / Waitrose discount
  • – VIP or crew cards

 

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Online Payments

When collecting an order, we may request that you present the card used to place the order as proof of identification. As a result, please bring your card with you when collecting.

 

Upon submitting your order details, you are making an offer to us to purchase the items in the order form. It may be necessary for us to refuse the order under certain circumstances. We reserve this right. Orders are subject to availability of products in the store. In certain cases we may substitute similar products or food toppings as and when required. If we are unable to provide an appropriate substitute we will refund the value of any products not fulfilled in the order.

Remember, you need to be over 18yo to order alcohol – all online orders will require ID on pick-up as proof of age

CORPORATE

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Annual Gender Pay Gap Report

Tortilla is committed to the principle of equal opportunities for all our Crew. Click here for a snapshot of our annual gender pay gap report dated 05.04.2018

CAREER

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What are you looking for in applicants?

We’re looking for enthusiastic, outgoing people that have a passion for food, great customer service and want to work in a fast-paced, highly energetic environment. We pride ourselves in our service, our people and our product. You will have to have a basic understanding of working in a restaurant or café environment and have a good level of spoken and written English.

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I don’t know much about Burritos and the different types of Cali-Mex Cuisine. Will this be a problem?

Our training is tailored to your role, we’ll teach you everything you need to know about how to make amazing fresh, healthy burritos and tacos. If you’re genuine, get stuck in and like to have fun, then you’ll fit right in with the Tortilla family. We will require you to have a basic understanding of working in a restaurant or café environment though.

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What’s it like working at Tortilla?

Your day-to-day is so varied that you’ll never get bored working here. Everyone plays a role in making Tortilla a fun place to work and enjoying your job is important to us – after all, we work here too! We won’t promise you that it’s easy but we do always strive to ensure everyone is supported, learns a great deal and is surrounded by positive people.

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What hours will I be working?

Our restaurants have different opening hours so your shifts can be varied. Generally, we’re open all week from late morning (11am-ish) to late evening (11pm-ish) and shifts may vary depending on your role. We’re incredibly flexible so it usually means we can accommodate particular requests such as working around school or family.

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What uniform do I wear?

We’re not about the suits and ties at Tortilla! We want you to look great, but also feel comfortable. We supply all crew with our fun branded Tortilla T-shirts, an apron and a cap. You can wear your own dark jeans or black trousers and shoes.

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What happens after I’ve applied?

We’ll review your application and if successful, you’ll get a call or email inviting you to an interview. As we receive a lot of applications, we can’t get back to everyone, so if you haven’t heard from us within 7 days then please assume your application was unsuccessful.

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What’s the application process like?

Depending on the role you’re applying for, there will likely be a phone interview, face-to-face interview and usually a trial shift. We’re a friendly bunch at Tortilla so there’s no need to be nervous and we’ll tell you everything you need to know during the interview process. You’ll have a chance to ask us questions to ensure this is the right place for you too. The trial shift helps both of us decide if this role is the right fit and it gives you a chance to meet the team and have a taste of what your working day will be like. 

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Can I apply for a role at Head Office?

Yes of course. Keep an eye on our current vacancies section and apply for the Head Office roles as they come up. If the role you’d like to apply for isn’t listed, simply fill out the application form and select ‘other’ in the role section. We’ll then contact you directly.

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There’s no advertised role for my area, can I still send you my CV?

Yes of course. Simply fill in the application form, select the location you’re wanting to work at and the site will be notified of your application. If they have some positions available we’ll get in touch, alternatively, with your permission, we’ll hold your CV for 3-6 months.

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I noticed you’re opening/opened a new store in my area. How do I apply for a job?

Simply fill in the application form, select the location you would like to work at and the site will be notified of your application. Sometimes we won’t start recruiting or getting back to requests until a week or two before opening so hold tight and we’ll be in touch ASAP.

OTHER

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Free-Range Statement

We always try our best to source the best quality ingredients possible at Tortilla. We are committed to using exclusively free range eggs and egg products throughout our menu and in our ingredients.

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Better Chicken Commitment

Tortilla are pleased to announce that we have signed the Better Chicken Commitment (BCC), thereby committing to meet or exceed the standards set out in the BCC by 2026 for 100% of the chicken in our UK supply chain.
As part of this latest initiative on chicken welfare, Tortilla is calling out to other like minded companies with similar supply chains to work with them in order to collectively achieve the aims of the commitment and share best practice across the industry.

TORTILLAS NEAR ME

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