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Allergen Labelling & Law

Allergen Information for Online Orders & Delivery Platforms

Allergen Information for Online Orders & Delivery Platforms

Quick answer

Online ordering and third-party delivery platforms have transformed how food businesses sell, but allergen obligations have not changed. Whether a customer orders through your own website, a third-party app like Deliveroo, Uber Eats, or Just Eat, or by phone, you must provide allergen information before they place their order and ensure the delivered food is correctly labelled or accompanied by allergen data. The challenge is that many delivery platforms have limited or inconsistent allergen functionality, and the food business, not the platform, bears the legal responsibility for allergen accuracy. This article explains your obligations and how to meet them across different ordering channels.

  • Allergen information must be available before the online order is placed and again at delivery
  • The food business, not the delivery platform, is legally responsible for allergen accuracy
  • Include a printed allergen sheet in every delivery bag regardless of food classification

Key takeaways

Allergen information must be available before the online order is placed and again at delivery
The food business, not the delivery platform, is legally responsible for allergen accuracy
Include a printed allergen sheet in every delivery bag regardless of food classification
Maintain a single master allergen database and sync all channels from it

Legal Obligations for Distance Selling

The Food Information Regulations 2014 include specific provisions for "distance selling," which covers online, phone, and mail-order food sales. Allergen information must be available before the purchase is completed (at the ordering stage) and must also be provided again when the food is delivered. At the ordering stage, this means allergen data must appear on your website, app, or ordering platform before the customer confirms their order. At delivery, the food must be accompanied by written allergen information, either on the packaging (if PPDS or prepacked) or on a separate sheet included in the delivery bag. A common misconception is that delivery platforms handle allergen compliance for you. They do not. The legal responsibility sits with the food business operator. Platforms may provide tools to enter allergen data, but the accuracy and completeness of that data is your responsibility.
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Working with Third-Party Delivery Platforms

Each major platform handles allergen information differently. Deliveroo allows you to tag dishes with allergen information in the restaurant portal and displays a "Contains" field to customers. Uber Eats has an allergen tagging feature in the menu editor. Just Eat provides an allergen information section within the restaurant management dashboard. However, the implementation varies and some platforms display allergen data more prominently than others. Check how your allergen information actually appears to the customer on each platform you use. Log in as a test customer and view your menu. If the platform's allergen display is inadequate, supplement it by including a printed allergen sheet in every delivery bag. This is not optional but a practical backup. You should also add a note on your platform listing directing customers to contact you directly for allergen queries, with a phone number or email address.

Labelling Delivered Food: PPDS, Prepacked, or Loose

Food prepared for delivery orders falls into different categories depending on when and how it is packaged. Food packaged before the customer places their order (e.g. pre-made meal boxes in your fridge) is PPDS and must carry a full ingredient label with allergens emphasised. Food packaged after the customer orders it (e.g. a pizza boxed up when the order comes in) is loose food and requires allergen information to be available, but not necessarily on the packaging itself. However, for delivery, best practice is to include written allergen information regardless of classification, because the customer has no opportunity to ask staff at the point of consumption. Include a printed allergen sheet in the delivery bag listing every item and its allergens. Some businesses print allergen stickers directly onto food containers. Either approach works as long as the information is accurate and reaches the customer.

Managing Allergen Accuracy Across Multiple Channels

If you sell through your own website, two or three delivery platforms, and in-store, you have four or five separate places where allergen information must be maintained and kept in sync. A recipe change must be reflected across all channels simultaneously. The best approach is to maintain a single master allergen database (spreadsheet, allergen management software, or your own system) and update all channels from that single source. Schedule regular audits where you check the live allergen data on each platform against your master file. Set up a process so that when any recipe changes, updating all channels is a required step before the new recipe goes live. Missing a single channel creates liability. A customer who orders your "new improved" soup on Uber Eats could receive a product with different allergens than what the platform displays if you updated your website but forgot to update the app.

What to do next

Audit allergen data on every platform you use

Log in as a customer on each delivery platform and your own website. Check that allergen information is visible, accurate, and matches your master allergen matrix.

Include allergen sheets in every delivery

Print a standard allergen information sheet listing all menu items and their allergens. Include one in every delivery bag as standard procedure.

Build a multi-channel update checklist

Create a checklist of every platform and channel where allergen data appears. When any recipe changes, work through the checklist to update every instance before the new recipe is served.

Common mistakes to avoid

Mistake
Assuming the delivery platform handles allergen compliance
Instead
Platforms provide tools to display allergen data, but the legal obligation to ensure accuracy sits with the food business. Always verify what the customer actually sees.
Mistake
Updating allergens on one channel but forgetting others
Instead
Use a single master allergen file and a channel update checklist. Do not serve a changed recipe until all channels have been updated.

Frequently asked questions

Do I need to label delivery food as PPDS?

Only if the food is packaged before the customer orders it. Food packaged after the order is received is loose food. However, for delivery, best practice is to include written allergen information with every order regardless.

What if a customer has an allergen reaction from a delivery order?

You are liable if you failed to provide accurate allergen information at the ordering stage or at delivery. Document your allergen processes, keep records of what information was available, and report any incidents to your local authority.

Can I refuse to take delivery orders from customers with severe allergies?

This is legally and ethically problematic. Instead, ensure your allergen information is accurate, include clear allergen data with every order, and offer direct phone communication for customers with specific needs.

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Related resources

How-To Guides

How to Manage Allergens in a Commercial Kitchen

Glossary

The 14 Allergens (UK Law)

UK Regulations

Food Information Regulations 2014Natashas Law (Food Information Amendment 2019)

Paddl Features

Allergen Management

Compliance Risks

Allergic Reaction to Food ServedAnaphylaxis From Undeclared Allergen

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