FAQs

You can find our nutritional & allergen product information on our menu online here. In our restaurants, this information is available at the kiosks or just ask any of our Team Members & they will communicate the allergen information to you. 

Our salmon is considered safe to eat raw. It is EU farmed, pellet fed & individually inoculated, which means it’s exempt from the requirement to be frozen prior to being eaten raw or lightly cooked. However each pregnancy is unique to an individual so it’s best to liaise directly with your GP.

There are very small amounts of alcohol found in some of our dishes. The sushi rice in our rice-based salads & sushi is cooked using sushi vinegar which contains both spirit vinegar & rice vinegar and there are also alcohol traces in our herb dressing, used in some of our salads. We use mirin [a Japanese spirit] in our teriyaki sauce & there’s a very low alcohol content in our miso soups. 

Unfortunately, our meat products are not halal certified. Our sushi rice contains rice wine vinegar & our miso soup contains low levels of alcohol, so any products including those ingredients are also not halal.

Because all our products are made by hand, it is impossible to determine exact weights. Our calories are deducted based on an average weight. For more specific information, please contact us.

Our restaurants come in a range of sizes & types which means that sometimes restaurants have exclusive menu items. Each menu is carefully curated for its location & season, so we can't guarantee all menu items will be available at every restaurant.

We do, it is available to download here. Collect butterflies & get free itsu with the itsu loyalty program.

Yes! Download the itsu app to collect a butterfly stamp every time you spend £5 or more. Collect seven butterflies & enjoy a complimentary eat beautiful dish, snack or drink.

Each time you visit one of our restaurants and spend £5 or more. Simply scan your app at one of our kiosks or show your app to a team member.

You will receive a free miso soup (a minimum spend of £5 must be met) upon downloading the itsu app. Once you have collected 3 butterflies you will receive a free snack of your choice, a free drink on your 5th butterfly and a free itsu meal on your 7th. 

Vouchers may only be redeemed against eligible products. These are: 

Miso soup free gift: Miso soup [to redeem the miso soup free gift, a £5 minimum spend must be reached]

Snack Free gift: Sweet chilli prawn crackers, Peking duck prawn crackers, Salt & vinegar prawn crackers, Sea salt seaweed thins, Wasabi seaweed thins, Sweet soy seaweed thins, Milk chocolate rice cakes, Dark chocolate rice cakes, Chocolate edamame snack pouch, Wasabi peas snack pouch.

Zen'water free gift: itsu water, itsu sparkling water, cucumber & mint zen'water can, ginger & lime zen'water can, lemon yuzu zen'water can, peach & lychee zen'water can.

Meal free gift: any menu item excluding alcohol, sharing platters or bundles.

Vouchers are single use, cannot be exchanged for cash, are non-exchangeable and non-transferable and no alternative offer is available. The vouchers cannot be redeemed against itsu [grocery] products sold outside of itsu restaurants.

Vouchers expire 90 days from the date on which they were issued. 

No, you can only use one loyalty voucher per transaction. 

itsu loyalty vouchers are redeemable in-store at all itsu UK restaurants. They may not be used for itsu [grocery] products or through delivery channels. Vouchers cannot be used in the 50% discount period during the last half hour of trade.

You can find your butterflies at the top of your app once you are logged in.

You will be able to add previous visits that weren't scanned or placed through the app or online by sending us a message via our website where you can upload a copy of your receipt.  

Our current policy is not to accept blue light cards

Most of our itsu stores are wheelchair accessible. For more information regarding accessibility, please contact your itsu restaurant ahead of your visit. For all itsu restaurant information see our restaurant locator.

We can only allow dogs into our shops, all other pets [no matter how cute] will not be permitted sadly. Please do consider if a restaurant setting is appropriate for your furry friend, there may be many other humans, loud noises and other dogs in the area.

Whilst we are dog-friendly here at itsu, we cannot speak for all shopping centres so please check their rules before visiting.

Please let one of our team members know of your dog before you enter our restaurant so we can carry out a quick risk assessment. We ask that you also ensure that you are closely supervising your dog & they are kept on a lead at all times.

Please go to the sourcing section of our website here.

We nurture itsu for tomorrow, mindful of the health & wellbeing of our customers, staff & fragile planet. With your support, we’ve achieved huge milestones in our sustainability journey. To find out more, see our sustainability milestones.

Yes, we do! We offer a 15% discount to students & NHS workers in all of our restaurants through the itsu app. Simply register with your school, university or NHS email address in the app by signing up in the app or by going to ‘its’my details’ in the app & adding an additional email address.

Half an hour before closing, all our sushi & salads are available at half price. We think this helps reduce waste as well as giving you a little treat at the end of the day.

All UK restaurants except Nottingham, Leicester, Reading Gate, Staines, Chelmsford, Wembley, Aberdeen & Edinburgh. 

Step 1: If you’ve received a physical gift card, register your gift card here.

Step 2: Head to your local itsu & place your order with our team, or on our speedy kiosks.

Step 3: If using our kiosks, once you’ve placed your order, head to your basket, select ‘pay with gift card’ & then scan your gift card. If you're at a till, let a team member know you have a gift card & they'll do the rest. 

You can purchase our gift cards here.

At the moment gift cards can be purchased online only. In future they will be available to purchase in our restaurants.

Yes. You'll have the choice of an e-gift card or a gift card.

If you have ordered a gift card, it will be with you in 3-5 working days. If you have ordered an e-gift card, it will be in your email inbox in minutes. Don’t forget to check your junk/spam folder.

The gift card will expire 1 year after purchase. 

Not yet unfortunately, but we're working on it!

Yes, simply click the Apple or Google Wallet logo in your email & your e-gift card will be added to your mobile device. 

Yes, simply make sure that you scan your app before you pay with your gift card. Don't forget it may take a couple of minutes to show in your loyalty app. 

No, this can only be redeemed in itsu restaurants. 

You do not have to use the full amount of your voucher in one transaction. The outstanding balance will remain on your gift card/e-gift card so you can spend it another time, as long as your gift card is valid [12 months from purchase].

itsu benefits from strong systems built over two decades. The company is now robust & ready to grow in new territories with carefully selected quality partners. itsu is currently exploring francise partners in the UK & globally. For more info take a look at our franchising page & get in touch. 

If you’d like to set up a corporate account with us at one of our restaurants, please contact us via delivery@itsu.com for assistance.

We're so excited you want to join us. Please look at our jobs page here.

You’ll spot us in itsu restaurants, Sainsbury’s, Tesco, Waitrose, Morrisons, Asda, The Co-op & online at Amazon and Ocado. Visit itsu grocery to buy from your local supermarket.

You’ll find all the nutritional information on the individual product pages.

Lots of our products are suitable for vegetarians & vegans. Please check the information on the individual product pages - those suitable for vegetarians & vegans will be labelled accordingly.

Lots of our products are gluten free. Please check the information on the individual product pages – gluten free products will be labelled accordingly.

Please contact our marketing team at marketing@itsugrocery.com & someone will get back to you as soon as possible.

We are consistently mindful of our environment, striving to produce the most innovative, healthy, delicious food from responsible sources. We endeavour to package these products in the best quality & most conveniently available format. Our work’s not done & we are always working on ways to be greener, better & more sustainable. If you want to find more specific details about how to recycle our products, please use the contact us page and select “a [grocery] product purchased in supermarkets” in the drop down menu. Or for recycling tips generally, visit the recycling room.

Yes you can! Please use the contact us page, and select “a [grocery] product purchased in supermarkets” in the “what are you contacting us about today?” drop down menu. We look forward to hearing from you.

Unfortunately, at the moment we are only able to sell products within the UK. This is something we are looking into!

Yes you can! A selection of our products are available to buy in larger quantities on Amazon here.

Our responsibility to the environment includes being compliant with the Consumer Information Obligation. In order to meet this, we provide information detailing recycling advice & guidance for our customers, including how & where to recycle, a guide to recycling symbols & top recycling tips.

The overall aim is to ensure our customers are aware of their recycling responsibilities & have the correct information to become more environmentally friendly, in the home & work-place. This is focused on the traditional waste hierarchy principles of Reduce, Reuse and Recycle. For more information, click here.

We have recently removed the film wrap around our rice’noodles [whilst ensuring food safety & product quality are not compromised]. This is part of our ongoing commitment to reducing plastic. The cup & lid are also made from 50% recycled plastic. These recent changes in the rice’noodles cup alone will prevent more than 11,500kg of plastic going to landfill each year. We are aware our work is not yet done but you can see all our sustainability milestones here.