FAQs

Covid-19
Five Guys UK COVID-19 update.
10th December 2021.

During the impact of COVID-19, we think it is important that you hear directly from us about the safety measures and operational changes we have enacted to keep our customers and our crew safe.

While our business has been significantly and materially impacted by this crisis, we remain committed to providing the best experience we can.

This situation continues to change daily and as such, we will continue to follow the guidance provided by the UK Government. In addition, we promise to do all that we can to keep our employees, customers and the community safe – all while delivering the best experience we can.

We thank you for your continued support and patience as we navigate this challenging time.

How are Five Guys responding to Covid-19? (England)

Our stores in England have now safely reopened. Operations and opening hours will vary across stores, please check online for services available at your local Five Guys

Here are the changes that have been introduced in England:

  • Opening hours and services are subject to change without advanced notice. Please check the Five Guys website for your local store hours and available services.
  • Dine in, Takeaway, Click & Collect, Curbside and Deliveroo is available in the majority of our UK stores. Orders can be placed in store or online via the Five Guys website or App.
  • Face coverings are no longer required to be worn by our customers or crew when in store.
  • Hand sanitiser stations are available in every store.
  • Deep cleaning of the store is undertaken daily as usual, with regular cleaning and sanitising throughout the day at customers touch points.
  • NHS Track & Trace QR code is available in all UK stores at the store entrance for customers to use if required, however, it is no longer a mandatory requirement.
  • We continue to follow the procedure that if a crew member is exposed to the virus, are being treated or tested, or are experiencing flu-like symptoms, they are to inform us immediately and directed to stay at home and follow Government health advice. All managers are providing regular crew wellbeing checks throughout the day.

If you have any questions, concerns or comments, please do not hesitate to speak to a manger when in store or contact us using our online feedback form.

How are Five Guys responding to Covid-19? (Scotland)

Our stores in Scotland have now safely reopened. Operations and opening hours will vary across stores, please check online for services available at your local Five Guys.

Here are the changes that have been introduced in Scotland:

  • Opening hours and services are subject to change without advanced notice. Please check the Five Guys website for your local store hours.
  • Dine in, Takeaway, Click & Collect, Curbside and Deliveroo is available in the majority of our UK stores. Orders can be placed in store or online via the Five Guys website or App.
  • Face coverings must be worn correctly by our customers in store at all times unless they are sat down eating/drinking or are exempt. Five Guys crew must also wear face coverings whilst working in the dining area, it is not mandatory behind the line and in kitchen spaces.
  • Hand sanitiser stations are available in every store, as well as hand washing facilities in restroom, if available.
  • Deep cleaning of the store is undertaken daily as usual, with regular cleaning and sanitising throughout the day at customers touch points.
  • Test and Protect QR codes are available for customers to use in all stores at the entrance and till points. It is no longer mandatory for dine-in and takeaway customers to scan and complete the form, but it is recommended. If a customer is unable to complete this way, but would like to be tracked by the system, they can provide their name and email to a member of crew instead. Data taken by Five Guys will not be used for any other purpose and will be stored for 21 days before being removed. There is an option to opt-in to marketing if required.
  • We continue to follow the procedure that if a crew member is exposed to the virus, are being treated or tested, or are experiencing flu-like symptoms, they are to inform us immediately and directed to stay at home and follow Government health advice. All managers are providing regular crew wellbeing checks throughout the day.

If you have any questions, concerns or comments, please do not hesitate to speak to a manger when in store or contact us using our online feedback form.

Our Staying COVID-19 Secure in 2020 notice can be found here.

How are Five Guys responding to Covid-19? (Wales)

Our stores in Wales have now safely reopened. Operations and opening hours will vary across stores, please check online for services available at your local Five Guys: https://restaurants.fiveguys.co.uk/

Here are the changes that have been introduced in Wales:

  • Opening hours and services are subject to change without advanced notice. Please check the Five Guys website for your local store hours and available services.
  • Dine in, Takeaway, Click & Collect, Curbside and Deliveroo is available in the majority of our UK stores. Orders can be placed in store or online via the Five Guys website or App.
  • Face coverings are no longer required to be worn by our customers or crew when in store.
  • Hand sanitiser stations are available in every store.
  • Deep cleaning of the store is undertaken daily as usual, with regular cleaning and sanitising throughout the day at customers touch points.
  • Test, Trace, Protect QR codes are available in all UK stores at the store entrance for customers to use if required, however, it is no longer a mandatory requirement.
  • We continue to follow the procedure that if a crew member is exposed to the virus, are being treated or tested, or are experiencing flu-like symptoms, they are to inform us immediately and directed to stay at home and follow Government health advice. All managers are providing regular crew wellbeing checks throughout the day.

If you have any questions, concerns or comments, please do not hesitate to speak to a manger when in store or contact us using our online feedback form.

Our Staying COVID-19 Secure in 2020 notice can be found here.

Do you have a reduced menu?

All of your Five Guys favourites are still available to enjoy. However, we’ve had to remove our complimentary peanuts and pause our breakfast trial in selected stores.

Do I still need to queue and order at the till?

To place a takeaway order, you can order at the till or Click & Collect via our website or app. Please choose whichever you feel more comfortable. Download the Five Guys App here.

Is there hand sanitiser available in store?

Yes, every store has at least one hand sanitiser station, as well as restroom facilities* for you to wash your hands. We advise for all customers clean their hands if coughing & sneezing, when eating and drinking, visiting the toilet and when coming into contact with surfaces such as the Coca-Cola Freestyle machine.

*dine-in stores only

Is my local store open and what services are available?

All of our UK stores are now open, however, this is subject to change due to national and local lockdown restrictions. Services available will also vary for each store depending on local restrictions and operations. You can search for opening hours and available services using our online store locator: https://restaurants.fiveguys.co.uk/

Can Covid-19 be transmitted via food and packaging?

The latest scientific guidance from the government says there is no evidence COVID-19 can be spread via food or food packaging.

What is Curbside Pickup?

Curbside is our new service where we bring out your order to your car for a contactless delivery. You can order your Five Guys via Curbside in selected stores when placing an ordering on our website or app. Just place an order, enter your vehicle details as instructed, park up and click to let us know you’re here. We’ll deliver your food straight to your car.

Have a question that's not answered here?

Send us an enquiry and we will be happy to answer your question.

Online Ordering
How can I order through Click & Collect?

You can place an order through Click & Collect via our website and app for a faster collection. You can also repeat previous orders and save your favourite combinations. Download the Five Guys App here.

Is there a Five Guys App?

Yes. You can use our app to order via Click & Collect. You can repeat previous orders and save your favourite combinations for a faster order and collection. Download the Five Guys App here.

What is Curbside Pickup?

Curbside Pickup is our new service which allows you to order via Click & Collect and have your order delivered straight to your car. After you’ve placed your order you will be prompted to set up Curbside Pickup by entering your details. You’ll just need to let us know your car registration, activate geo-location on your phone and we’ll bring your Five Guys to your car when you arrive. Remember to click “I’m here” as geo-location turns off if you close the web page or app on your phone.

Have a question that's not answered here?

Send us an enquiry and we will be happy to answer your question.

Allergens & Dietary Restrictions
Is Five Guys Gluten Free?

We are proud to offer our customers with gluten sensitivity many great options! The only products we offer that contain gluten are our buns, HP sauce, our Malted Milk and Oreo Cookie milkshake mix-ins and the malt vinegar condiment for our fries.

Since Five Guys buns are not gluten free, we offer our customers the option of going bun-less! You may order a burger in a No Bun Bowl or lettuce wrap. We even suggest bringing your favourite gluten free bun with you as it is a pretty simple burger to bun transfer. However, please note that due to food safety concerns, we are unable to prepare your meal with this bun.

Five Guys beef is gluten free, consisting of 100% 80/20 ground chuck with no additives, fillers, or preservatives. Our bacon is gluten free as well. Both are prepared on dedicated grills separate from our bun toasting grills.

Our fries are also gluten free. They are simply fresh cut potatoes soaked in water and then fried in dedicated fryers using 100% refined peanut oil.

While we do all we can to avoid it, there is always a risk of cross contamination. Be sure to use caution! For your convenience, our kitchens are kept open so you may watch your food being prepared.

Do you offer any food which is suitable for vegetarians?

Yes, to a certain extent. Our veggie sandwich and grilled cheese sandwiches are suitable for lacto-vegetarians. One thing to take note of is that our veggie sandwich is NOT a veggie burger. Our veggie sandwich consists of as many “veggie” toppings as you desire and served on our basic bun. You can add cheese if you please. Our bread is toasted, but usually on a separate grill from meat products. However, there is always a chance for cross contamination, so please check at the individual location where you are ordering to be certain. Finally, our fries are just plain potatoes cooked in 100% peanut oil and are suitable for even vegan diets.

Does Five Guys use Halal meat?

Five Guys does not serve Halal meat.

Do any Five Guys products contain soy or dairy?

Our rolls contain both soy and dairy. Our cheese and milkshakes are dairy products as well.

Why can't we take peanuts outside?

Although it is rare that a casual encounter with peanuts will cause an allergic reaction, we want to limit the risk of someone unknowingly coming into contact with peanuts.

If so many people are allergic to peanuts, why does Five Guys continue to offer them?

Over the past 20 years, peanuts have become part of the Five Guys identity. We by no means want to exclude guests from our stores, but at the same time we would not want to disappoint our peanut eating guests. We make sure that we have signage on our doors and in our restaurants about the fact that we serve peanuts in bulk containers, as we would never want someone to risk their health by coming into our restaurants.

Have a question that's not answered here?

Send us an enquiry and we will be happy to answer your question.

Company Information
Is Five Guys franchising in the UK?

Five Guys is not currently franchising in the UK. However, we will be opening additional corporate owned locations throughout the UK.

How does Five Guys protect against modern slavery and human trafficking?

Please see the attached document for our statement regarding these important issues.

Where can I find Five Guys' Gender Pay report?

The report is now available by clicking here.

Have a question that's not answered here?

Send us an enquiry and we will be happy to answer your question.

Restaurants
What are your hours?

Restaurant hours vary by location. Check the locations page for details.

How do I find out when a new restaurant is opening near me?

Like us on Facebook or follow us on Twitter to get the latest information on new openings.

Does Five Guys accept bookings / reservations?

Five Guys provides counter service only and does not accept bookings/reservations.

Have a question that's not answered here?

Send us an enquiry and we will be happy to answer your question.

GIFT CARDS & COUPONS
Do you sell Gift Cards?

We have physical Gift Cards and eGift Cards available at Five Guys.

Gift Cards can be purchased at any of our UK stores in England, Scotland, and Wales.

eGift Cards can be purchase directly on our website under the ‘Gift Cards’ section: www.fiveguys.co.uk/gift-cards

Where can I spend my Gift Card?

Gift Cards and eGift Cards can be redeemed at any of our UK Five Guys stores across England, Scotland and Wales and can only be used towards the purchase of Five Guys menu items.

Is there a minimum and maximum value for purchasing a Gift Card?

All Gift Cards and eGift Cards have a minimum purchase value of £1 and a maximum value of £250.

How do I receive my eGIft Card after purchasing?

Once payment has been made, you will receive a confirmation email with respect to your order and the eGift Card will be emailed to your chosen receipt at the email address provided by you at check out (on the day of the order or the selected date).

The eGift Card email will contain a digital copy of the gift card, a QR code, the number and pin number.

What happens if I haven’t received my eGift Card?

If you haven’t received an email containing your eGift Card, please check the spam and junk folder of both the buyer and recipient.

If you believe that the email address of the recipient was entered incorrectly, please send us a message on https://fiveguys.co.uk/contact/ under Gift Card Enquires, so we can take a look at this for you.

How can I check my Gift Card balance?

For Gift Cards and eGift Cards, you can check the balance in 2 ways:

  • Presenting it at the till at our UK stores
  • Sending us a message on https://fiveguys.co.uk/contact/ under Gift Card Enquires, along with the relevant details. A member of our team will respond with the details as soon as possible.
Can I top up a Gift Card?

Yes, you can top up your existing Gift Card in-store. Currently, you cannot top up an existing eGift Card online. 

When does my Gift Card expire?

Your Gift Card or eGift Card will be valid from the time it is activated (being the time of purchase) until 24 months after the date of the last use of your Gift Card or eGift Card. 

Upon expiry, any balance remaining on a Gift Card or eGift Card will be cancelled and forfeited, and they can no longer be used.

What if I've lost my Gift Card?

If a Gift Card or eGift Card is corrupted, deleted, lost, stolen, destroyed or damaged or used without permission, Five Guys are not responsible. We cannot replace these Gift Cards.

What happens if my Gift Card cannot be processed in store?

If you have experienced any issues in redeeming your Gift Card or eGift Card, please reach out to us on https://fiveguys.co.uk/contact/ under Gift Card Enquiries so we can take a look for you.

Can I cancel my Gift Card?

We can only issue a cancellation, return or refund of a Gift Card or eGift Card within 14 days of your purchase, provided that you have not used any funds on the card. Please reach out to us on https://fiveguys.co.uk/contact/ under Gift Card Enquires to provide a written notice of your cancellation request.

What are the Gift Card Terms & Conditions?

You can find the full Terms & Conditions here: https://fiveguys.co.uk/gift-card-terms-conditions/

Do you accept One4All or Restaurant Choice Cards?

Yes, we accept both One4All and Restaurant Choice Cards at our Five Guys locations across England, Scotland and Wales. Please inform the team at the till who will be able to process this for you.

Does Five Guys offer coupons or discount?

Five Guys does not offer any coupons or discounts. Heck, employees at the Five Guys can only get free burgers if they are working in the store! Why? We strive to serve the highest quality product possible, at a reasonable price, everyday! We do not discount the price of our product because we refuse to discount the quality of our product.

Have a question that's not answered here?

Send us an enquiry and we will be happy to answer your question.