Clear Guidance For Orders & Requests
Information about order changes, cancellations, refunds and customer support.
1. Order Cancellation Information
Customers may request an order cancellation as soon as possible after placing an order.
Cancellation requests can normally only be considered before kitchen preparation has started.
- Requests received before preparation begins may be reviewed by our team.
- Once preparation has started, cancellation may not be possible due to the nature of freshly prepared food.
- Advance orders should be cancelled at least 24 hours before the selected collection or delivery time where possible.
2. Refund Eligibility
Refund requests may be considered in situations where an order cannot be completed as expected.
- Incorrect items supplied due to a preparation error.
- An order cannot be provided after confirmation.
- A confirmed issue is reported within a reasonable time after receiving the order.
Each request is reviewed individually based on the details provided.
3. Situations Where Refunds May Not Apply
Refunds may not normally apply in the following situations:
- Customer changes their preference after preparation has started.
- Incorrect information is provided during ordering, including incomplete collection or delivery details.
- An order is not collected within the stated collection period without prior contact.
- Food has been consumed or substantially used before a concern is reported.
4. Reporting A Problem With An Order
If there is an issue with your order, please contact our team as soon as possible after collection or delivery.
- Please provide your order details.
- Explain the issue clearly.
- Include any relevant information that helps us review the request.
Requests are normally reviewed within 2 working days.
5. Refund Review Process
Once a refund request is received, our team will review the information provided and confirm the outcome.
6. Refund Processing Time
Approved refunds are normally processed within 5 working days after confirmation.
After processing, the time required for the funds to appear depends on the customer’s original account provider and processing arrangements.
Customers should allow up to 10 working days from the refund confirmation date for the amount to appear.
7. Refund Method
Approved refunds will normally be returned through the same method used for the original order where possible.
- Refunds are not provided through alternative channels unless agreed by our team.
- Customers should ensure their original account details remain available for processing.
- Additional confirmation may be requested where needed to complete the refund process.
8. Collection & Delivery Related Issues
If a customer experiences an issue relating to collection or delivery arrangements, please contact our team promptly.
We aim to review reported issues within 2 working days and provide suitable assistance based on the circumstances.