FREQUENTLY ASKED QUESTIONS

Find answers to some of the most asked questions

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Yes, Five Guys Rewards has a loyalty platform available for customers which launched in Great Britain on 21st April 2026. You can find out more here and sign up today for FREE Little of Regular Fries.

Our fries are soaked in water during the prep process. Because of this, they absorb less oil when cooked, leaving trace amounts of oil on the outside of the fries. Add in the fact that we serve our fries in an open cup, with an extra scoop thrown into the bag for good measure, and sometimes you’ll see some grease on your paper bag. Also… Remember to leave the bag open, so that your fries don’t get soggy!

As of May 2025, we have more than 1,950 locations in 29 countries! We are located in the United States, Canada, England, Scotland, Wales, Ireland, Northern Ireland, Australia, Austria, Bahrain, Belgium, China, France, Germany, Hong Kong, Italy, Kuwait, Luxembourg, Macau, Malaysia, Netherlands, Qatar, Republic of Korea, Saudi Arabia, Singapore, Spain, Sweden, Switzerland and UAE.

At Five Guys, music has been a part of the culture ever since we opened the doors of our first restaurant back in 1986. The music we play makes the experience lively not only for our customers, but for our crew members as well! High energy music keeps our teams happy and motivated, which results in great food and service.

Yes! Sign up to Five Guys Rewards and receive a special birthday treat to celebrate with us. Available in England, Scotland and Wales.

While we do not sell uniforms, we do sell customer merchandise that is available via our website!

Due to airborne allergy concerns, peanuts cannot be taken out of stores for takeaway and cannot be purchased in our restaurants.

The first Five Guys opened in 1986 in Arlington, Va., right outside of Washington, DC.

Providing an extra scoop of fries has been a tradition at Five Guys since we opened our doors in 1986. Enjoy that extra helping or share with your friends! Our fries are also great leftovers; just pop them in the oven (or Air Fryer) the next day.

At Five Guys, we cook all of our burger patties well done. By cooking all of our burgers juicy and well done, we achieve two goals: 1) We ensure a consistent product and 2) We meet or exceed health code standards for ground beef. We understand that there are varying opinions on what level a burger should be cooked for optimal flavor, and our opinion is that our burgers taste best cooked juicy and well done. However, your feedback is important, so feel free to reach out using our Contact Page if you’d like to share your opinion.

We use 100 percent refined peanut oil to cook our fries, which contains only enough preservatives (less than 0.004%) so that the oil doesn’t foam when cooking. Refined peanut oil is less likely than cold-pressed oil to cause an allergic reaction.

For individuals with peanut allergies, highly refined peanut oil is considered a safe alternative for culinary and dietary purposes. However, we cannot guarantee that the oil will not cause a reaction. We advise consulting your GP before consumption should you have any concerns.

Additionally, we are unable to ensure no cross-contamination with other products, as peanuts and peanut oil play a large role in our brand and cooking processes.

Five Guys has been preparing fries the same way since 1986. The way we prepare our fries is a signature to our brand, and we aim to provide a consistent, high-quality product for our customers to enjoy. We feel the best taste for our fries consists of a firm outside and a baked potato-like interior. In preparing our fries a certain way, we are able to keep this standard consistent throughout all of our stores. For this reason, our stores cannot cook fries any other way.

At Five Guys, we’ve always been fanatical about quality whilst keeping everything else simple! Offering paper bags not only simplifies our store operations, but also speeds up service and reduces confusion in our kitchens. Per European regulations, we are trialling reusables at some of our stores across England, Scotland and Wales.

Serving peanuts for free began as a way for customers to pass the time while they waited for us to cook up their burgers & fries (way back in the day, before smartphones!). It was such a hit that it became a Five Guys tradition, and we keep our stores stocked with peanuts to this day.

Rewards

To redeem a Reward, simply present your Rewards Pass at the till or Drive Thru when placing your order in‑store, or scan at the digital order point.

No, only one Rewards member can be scanned per order. If you are visiting with another Five Guys Rewards member, they will need to place a separate order.

If you require assistance, our team is available to support you through the Five Guys UK Support Hub.

If the order remaining balance after using your complimentary voucher code is less than £7, then you do not qualify for a Member Reward. A Member Reward requires a payment in cash of £7 or more.

If the voucher was added to your Five Guys Rewards account, it will appear as a balance in your account and can be used alongside your existing rewards in the same order. If the voucher was sent as a standalone complimentary voucher (for example, via email and not added to a valid Five Guys Rewards account or is a physical card), it can’t be used with Five Guys Rewards. Only one voucher or offer can be used per order. You’ll find full details in the terms & conditions included with your voucher.

If you forgot to scan your Rewards Pass during a qualifying visit, the reward won’t be added automatically. You’ll receive a code at the bottom of your receipt, which is valid for 72 hours after your visit. After this time, you won’t be able to claim the reward. You can log in to your Five Guys Rewards account and add the code to your wallet using the ‘missed reward’ section.

Terms & conditions can be found here on our website. You’ll also find individual Voucher terms & conditions for each reward in your online account or in the voucher email.

Yes. As long as you log in using the same account, you can re‑add your Rewards Pass to your new device.

Yes. You must be at least 16 years old to join Five Guys Rewards.

Yes. All rewards have an expiry date, which can be viewed in your wallet or Rewards account.

Yes. If you have multiple rewards, you can choose which one to use at the digital order point or with a crew member at the till. Or stack them up and use them all together. Rewards redemption conditions must be met.

No, your rewards are linked to your account, not the Rewards wallet pass itself. As long as you log back in with the same account, your rewards will still be there.

No. Rewards are linked to your individual account and can only be redeemed by the registered member.

You can get in touch with us via the Five Guys UK Support Hub contact page.

Yes, it is available at all Five Guys locations in England, Wales and Scotland when ordering in-store via the digital order point, tills and drive-thru. You cannot claim or redeem Five Guys Rewards in any other country, including Ireland and Northern Ireland.

Make sure your date of birth is added to your Rewards account. You cannot edit or change your birthdate once the account is created. If eligible, your Birthday Reward will be sent automatically closer to your birth date. You may receive it after your birthday if you signed up to Rewards closer to the date.

Once a reward expires, it can no longer be redeemed. Some expired rewards may be eligible for a one‑time extension, depending on the offer.

Yes! As a member of Five Guys Rewards, you’ll receive a special birthday treat to celebrate with us.

You’ll receive your Birthday Reward on the Monday before your birthday. If you signed up close to your birth date, you may receive this after. You may not amend your birthdate after creating your Rewards account. Please get in touch with us if you encounter any issues.

If you cancel your order before payment, your reward will remain in your account. If you’ve already paid and requested a refund, the reward will be removed. Our team can help via the Five Guys UK Support Hub if you have any questions.

Rewards can only be earned on orders placed via our tills, in-store digital order point and drive thru. Unfortunately, rewards cannot currently be earned on delivery orders or click & collect orders at this time.

A qualifying visit is an order of £7 or more placed in‑store via the till, digital order point or drive‑thru. You need a qualifying visit to receive a Member Reward.

Members receive a reward on every qualifying visit when they scan their Rewards Pass and spend a minimum of £7. Your reward will be credited to your account immediately and activated for use the next day from 5am GMT.

You can view your rewards in your Google Wallet (Android only, this feature is not currently supported by Apple), in your Rewards account on the Five Guys website or app, or by scanning your Rewards Pass at the till or digital order point in selected stores.

No. Each customer can only have one Rewards account linked to a unique email address and mobile number. Your mobile number must be registered in the UK.

Most Rewards expire 30 days from the date they are earned, unless stated otherwise in your voucher terms email.

Create an account on the sign-up page here to get started. Once registered, add your Rewards Pass to your phone wallet on Apple or Android so you can easily earn and redeem rewards in any Five Guys in England, Scotland, and Wales. No app needed.

Yes. An email address and valid UK phone number is required to create and access your Rewards account and receive rewards.

No – Five Guys Rewards is completely free to join.

Yes. You can sign up in‑store by scanning a QR code displayed in our restaurants, then add your Rewards Pass to your phone wallet.

Yes, Five Guys Rewards has a loyalty platform available for customers which launched in Great Britain on 21st April 2026. You can find out more here and sign up today for FREE Little of Regular Fries.

Menu

Loaded Fries come with our new cheese sauce and a secret Five Guys Fry sauce as a standard.

Choose from Salted or Cajun fries, then add bacon or any 13 free toppings! Including Crispy Onions which we’ve launched exclusively for Loaded Fries.

Yes we do! Five Guys introduces Loaded Fries – everything you love about Five Guys fries, now OVERLOADED with flavour.

Loaded Fries are available to order at all Five Guys locations in England, Scotland and Wales in-store via the Till, Digital Kiosk, Click & Collect and Drive Thru. They are not available to order via our delivery partners.

Yes! We offer Hawkstone Lager, Hawkstone IPA and Hawkstone Zero across our locations in England, Scotland and Wales, with the exception of these select stores:

Our hand-formed patties weigh about 102 grams (3.6 ounces) before grilling. The regular burger comes with 2 patties, so 204 grams of deliciousness!

Our standard veggie sandwich is a mix of lettuce, tomato, grilled onions, grilled mushrooms and grilled green peppers in our signature burger bun. Whilst we do not offer a veggie burger with a meat-free patty, the sandwich can be a mix of whatever you’d like. Choose any combination of our toppings, plus add cheese for an additional cost.

We toast our bread to provide a sturdy base for our burgers, but certain toppings and condiments can potentially lead to a “soggy” bun. If you feel like this is a quality issue and not as a result of toppings, please contact us so we can address it!

At Five Guys, we cook all of our burger patties well done. By cooking all of our burgers juicy and well done, we achieve two goals: 1) We ensure a consistent product and 2) We meet or exceed health code standards for ground beef. We understand that there are varying opinions on what level a burger should be cooked for optimal flavor, and our opinion is that our burgers taste best cooked juicy and well done. However, your feedback is important, so feel free to reach out using our Contact Page if you’d like to share your opinion.

Five Guys has been preparing fries the same way since 1986. The way we prepare our fries is a signature to our brand, and we aim to provide a consistent, high-quality product for our customers to enjoy. We feel the best taste for our fries consists of a firm outside and a baked potato-like interior. In preparing our fries a certain way, we are able to keep this standard consistent throughout all of our stores. For this reason, our stores cannot cook fries any other way.

In our 30-plus years of crafting burgers, we have found that foil helps the food retain more heat, meaning it’s hotter – and fresher – when it reaches your hands!

You bet! All of our toppings are prepped fresh daily. Nothing is frozen. Choose from 15 free toppings, which makes for hundreds of thousands of topping combinations. The possibilities are pretty much endless.

Our fresh burger patties are made to order. Patties are prepared on a flat-top grill and cooked until well done and juicy. You won’t see us using timers, just our eyeballs, to know when a burger is finished.

We use American Style Cheddar on our burgers, sandwiches and hot dogs.

We use peanut oil to cook our fries because we believe it provides the most optimal flavor for that perfect, boardwalk-style bite. Our fries are the only menu item cooked in peanut oil.

Like all of our menu items, our fries are made to order. Our potatoes are freshly cut, soaked in water and ONLY fried in refined peanut oil using fryers that cook absolutely nothing else. We also cook our fries twice to ensure they are firm on the outside and mimic a mashed potato on the inside.

Yes, we do!

Our milkshakes are hand-spun and can be customised with any of our 12 mix-ins.

Start with our vanilla base, and then add as many mix-ins as you like – we recommend a max of 4 flavours for the perfect mix. We currently offer: Iced Coffee made with Jimmy’s, Pistachio, Reese’s, Oreo® Cookie Pieces, Vanilla, Chocolate, Biscoff®, Peanut Butter, Salted Caramel, Strawberry, Banana, and Bacon.

Keep an eye out for new and exciting flavours!

 

Our milkshake come in 2 sizes. The Shake is 383 ml, while our Little Shake is 239 ml. You can choose as many of our mix-ins as you like at no extra charge!

We offer one size of refillable drink at 655 ml.

We believe the beef we serve is juicy and flavourful enough without seasoning. If you would like to add salt and pepper to your burger, please find sachets at our condiment stations.

We call this process “evening out,” and we’ve been doing it since we opened our first location way back in 1986! Evening out not only helps form the patty, but also ensures it cooks evenly and well done.

Five Guys burgers are grilled without using oil. Our grills are actually seasoned using only the natural fats and juices of the burger patty. The only product at our restaurants prepared using refined peanut oil are the fries we serve.

We serve Hawkstone Lager, Hawkstone IPA, Budweiser and Brooklyn Lager in the UK.

*Halal certified stores do not serve alcohol.

Halal

Fully Halal certified stores
The following Five Guys stores are fully Halal certified, where we serve Halal certified British beef. No bacon or alcohol is available in these stores:

The above stores are certified by the recognised Halal Certification body: HCO.

Halal beef served at these stores. Pork bacon cooked on separate grills
The following Five Guys store serves Halal beef with the addition of pork bacon on the menu, which is cooked on a separate grill, handled with separate utensils, to avoid cross contamination where possible. Hawkstone beer is served at these stores. This store is not fully Halal certified by HCO:

Stores that do not offer any Halal products
The rest of our stores in England, Scotland and Wales are not Halal certified and do not serve Halal beef.

For more information, please click here.

Yes, the hot dogs across our Halal stores are made with Halal certified beef.

The taste does not change. We follow all the same standards to create our delicious burgers and hot dogs.

Our burgers use Halal certified British beef that is prepared as required to become Halal certified, whilst maintaining humane and ethical standards without compromising on animal welfare according to UK and EU legislation.

We are working to bring Five Guys burgers & fries to everyone.

We do not serve alcohol in these Halal stores:

Hawkstone beers are served in these stores:

Kids’ Meal

The Five Guys Kids Meal is intended for children 12 years and under.

The Kids Meal does not come with a toy or prize. However, we have crayons and post cards to draw on in store – let your creativity shine!

Yes, the Mini Drink in the Kids Meal is refillable for the duration of your visit in store.

The Kids Meal is a set meal, and items in this meal cannot be replaced by another item.

You can add any combination of Ketchup, Mayo and Mustard. No other toppings can be added.

Yes! We’ve introduced a limited-time offer Five Guys Kids Meal across our UK stores (excludes Northern Ireland and Heathrow Terminal 5).

From £7.50, the meal includes:

• A choice of a Little Hamburger, Hot Dog or Grilled Cheese with a toppings choice of Ketchup, Mayo and/or Mustard. You can add cheese or bacon for an extra charge.
• Mini Fries (Salted or Cajun)
• Mini Drink or Innocent Juicy Water

You can replace the drink option for a Little Shake at an extra cost!

Kids Meal is available to order via in-store, online collection and delivery (prices may vary on delivery).

Nutrition & Allergen

Nope! We pride ourselves on using real, fresh food, prepped and cooked daily. Because of this, you won’t find a freezer in the joint – only coolers.

All of Five Guys’ allergen, menu ingredients and calorie counts are available for review in our Nutrition and Allergen guide.

All of Five Guys’ allergen, menu ingredients and calorie counts are available for review in our Nutrition and Allergen guide.

No, we do not. Our Five Guys buns are baked daily and delivered fresh to our stores following a proprietary recipe that contains gluten. We are unable to modify our recipe to accommodate a gluten allergy. We offer modified options for customers with gluten sensitivities. You can order any burger or hot dog without the bun, in either a Lettuce Wrap or a No Bun Bowl. You can also bring your own gluten free bun, as the burger is simple to transfer! However, please note that due to food safety precautions, we cannot prepare your food with this bun.

Serving peanuts for free began as a way for customers to pass the time while they waited for us to cook up their burgers & fries (way back in the day, before smartphones!). It was such a hit that it became a Five Guys tradition, and we keep our stores stocked with peanuts to this day.

Yes, we offer complimentary peanuts across our stores in England, Scotland and Wales. Due to the location of some of our restaurants, peanuts may be unavailable to reduce the risk of airborne allergies.

Yes, we do! Please access the latest nutrition and allergen guide for Five Guys.

Our fries are a ‘Boardwalk style’ fry, which means that they are hand-cut on site each day and cooked in refined peanut oil following a 3-step process: precook, cooling, and final cook. The heating qualities and texture found in peanut oil allow for this process to run smoothly and achieve the quality of fry that we are known for. We believe that peanut oil meets the flavour profile we seek. We have a Peanut Butter milkshake mix-in available, which is stored alongside the rest of the available flavours in our milkshake station. All milkshakes are prepared using a single shake-spin handle and this is cleaned after each use with the appropriate PPM sanitiser. Unfortunately, we cannot serve milkshakes to peanut allergy sufferers. In selected stores, we also have open boxes of shelled peanuts in the dining area, which are complimentary for our customers. Our burgers, hot dogs and sandwiches are not cooked with nut products. However, there is always the risk of cross contamination, so we advise that you let our crew members know about your allergy before ordering at the till.

The beef for our burger patties is 80/20 lean ground beef that has no additives or fillers! It is gluten free and does not include breadcrumbs, flour, soy sauce or any types of spices. Please note, however, that we cannot guarantee no cross-contamination, so please use caution when ordering.

Five Guys fries, both Salted and Cajun, contain no gluten. Our potatoes are freshly cut, soaked in water and ONLY fried in refined peanut oil using fryers that cook absolutely nothing else.

Location

Dogs are not allowed on our premises, except for registered assistance or guide dogs. If our location has outdoor seating, you are welcome to sit outside with your dog.

Visit our Locations page to find information on your store. You can also find our opening times by Googling your location.

Five Guys continues to open new locations across the globe! Follow us on social media for the latest on new restaurants. For new locations across the UK, check out our ‘Coming Soon’ section on our Locations page.

Please visit our Contact page and submit a ‘Fundraising’ enquiry. A member of our team will be in touch if we are able to contribute to your fundraising!

Check out our ‘Coming Soon’ section on our Locations page for upcoming stores. Opening dates are typically displayed 1 week before the official opening date!

Ordering

You can pre-order online and collect at the store through our Click & Collect service. Place an order on our website here or our App here to skip the queue – great for when you’re really, really hungry and can’t wait to order!

Our Curbside Pickup service allows you to pre-order via our website or App and have your order delivered straight to your car. After placing your order, you can enter your car registration details and activate geo-location on your phone, so we can bring your Five Guys to your car outside of the store. Remember to click on the “I’m Here” notification when you arrive, as geo-location turns off if the web page or App are closed on your phone.

Yes. We offer Five Guys delivery through our delivery partners: Deliveroo, Just Eat and Uber Eats. You can find your nearest location here to place an order through their App. Select the relevant partner icon on the Store page to be redirected. Why not order for delivery on those days you’re too lazy to cook?

We know it can be frustrating to wait for an online order, but this is normally only the case when your order contains fries. We wait to drop your fries until you arrive to ensure you receive the freshest cup possible!

App

Yes. We have a Five Guys App for Click & Collect orders. You can make an account to repeat previous orders and save your favourite combinations for a faster ordering process. Download the Five Guys App.

Company

Yes, Five Guys Rewards has a loyalty platform available for customers which launched in Great Britain on 21st April 2026. You can find out more here and sign up today for FREE Little of Regular Fries.

When did Five Guys come to the UK? We opened our doors to our Covent Garden restaurant in London on July 4, 2013. Five Guys has grown to over 170+ locations across England, Scotland and Wales!

Five Guys was founded in 1986 by the Murrell family in Northern Virginia. As the story goes, Jerry and Janie Murrell asked their four sons whether they wanted to go to college or start a business. The boys chose to try their hand at starting a business and the family opened a small carryout burger joint in Arlington. Word quickly spread about the restaurant and before you know it, not only did a fifth brother join the fam (hence Five Guys) but business took off. The rest, as they say, is history.

Yes! Official Five Guys Merchandise is now available to buy online in the UK via the website: https://merch.fiveguys.co.uk. Note – clicking on the link will open a new window.

Five Guys began its pursuit to redefine the global burger landscape in 1986 when Jerry and Janie Murrell asked three of their sons whether they wanted to start a business or go to college. Now, three decades after our first location opened in Arlington, Va., Five Guys – a fast-casual restaurant chain named for the Murrells’ five sons – serves a classic take on hamburgers, fries and milkshakes in more than 1,700 locations across 24 countries. Covent Garden was our first store in the United Kingdom, opening in 2013!

At Five Guys, music has been a part of the culture ever since we opened the doors of our first restaurant back in 1986. The music we play makes the experience lively not only for our customers, but for our crew members as well! High energy music keeps our teams happy and motivated, which results in great food and service. Of coursse, we never want our customers to feel uncomfortable or offended. If you have any concerns regarding the volume during your visit, please reach out to us via the Contact page.

Gift Cards & Vouchers

We are really sorry about that. If you have any issues with the code, please reach out to the Blue Light Card team via their website.

You must present the unique Five Guys discount QR code from the Blue Light Card app when placing your order. Our team will scan the code for the discount to be taken off of your order.
Unfortunately, we cannot process a discount with a physical Blue Light Card, as the unique code is needed.

Yes! You can get 10% off your Five Guys order with a Blue Light Card when presenting the unique code at our stores in England, Scotland and Wales.
The order must be placed at the till (not valid for use on Kiosks, Click & Collect, Curbside or delivery partners).
The discount is not valid in conjunction with any other offer.

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 our Contact Page under ‘Gift Card Enquires’ so we can take a look at this for you.

Gift Cards and eGift Cards can be used towards in-store purchases at the till at any of our UK stores across England, Scotland and Wales. They can only be used towards the purchase of Five Guys food and drink menu items.

Gift Cards and eGift Cards cannot be used on our Digital Kiosk, Click & Collect or Curbside orders on our App and website. They cannot be used for purchases made via our delivery partners.

Gift Cards and eGift Cards cannot be used to purchase items on the Five Guys UK Merch Store.

No, you do not need to activate your physical or e-gift card – you can use them immediately.

There are a few ways to check the balance for Gift Cards and eGift Cards:

Presenting the gift card/card number at the till across our stores in England, Scotland and Wales
Sending us a message on our Contact Page under ‘Gift Card Enquires’, along with the relevant details. A member of our team will respond with the details as soon as possible.

EGIFT CARDS ONLY: Check your balance online by entering your card details on the Balance Check page.

If you have experienced any issues in redeeming your Gift Card or eGift Card, please reach out to us on our Contact Page under ‘Gift Card Enquires’ so we can take a look for you.

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.

You can order up to 5 eGift Cards via our website. In store, this will depend on stock.

We can only issue a cancellation, return or refund of a Gift Card or eGift Card purchased directly through Five Guys within 14 days of your purchase, provided that you have not used any funds on the card. Please reach out to us on our Contact Page under ‘Gift Card Enquires’ to provide a written notice of your cancellation request. For Gift Cards purchased via an external retailer, please reach out to their teams directly.

Yes! You can order eGift cards by visiting our website.

All Gift Cards and eGift Cards have a minimum purchase value of £5 and a maximum value of £250.

We have physical Gift Cards and eGift Cards available at Five Guys. Gift Cards can be purchased at any Five Guys UK store in England, Scotland, and Wales.

eGift Cards can be purchased directly on our website under the ‘Gift Cards’ section here.

Physical cards and eGift Cards can also be purchased via selected third-party retailers (such as supermarkets).

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.

Contact Us

Absolutely! We love to see our customers enjoying our food. Simply tag us in a social media post. We are on Instagram, TikTok and Facebook.

How do I contact the Five Guys Head Office in the UK? Get in touch with the team at the UK Support Office by submitting a feedback ticket to our Contact Page under ‘Customer Feedback’. A member of the team will be in touch as soon as possible.

Get In Touch


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