Refund Policy

1. Order Issues

If you experience a problem with your order, please contact us within 24 hours of collection or delivery.

To help us investigate efficiently, please provide:

• Your order number.
• A description of the issue.
• Photographs where applicable.

Each request is reviewed individually based on the information available.

2. Incorrect Order

If you receive food items that do not match your confirmed order, please notify us within 24 hours.

Once verified, we may offer an appropriate solution which may include a replacement item, partial refund, or full refund depending on the circumstances.

3. Missing Items

If any item is missing from your order, please contact us within 24 hours of collection or delivery.

Following verification, we may provide the missing item where practical or arrange a refund relating to the missing item.

4. Cancellation

Orders may be cancelled before food preparation begins.

Because our products are freshly prepared to order, cancellation may no longer be possible once preparation has started.

Customers wishing to cancel an order should contact us immediately after placing the order.

5. Situations Where Refunds Are Normally Not Available

• Orders correctly prepared according to the customer’s request.
• Personal taste preferences.
• Failure to collect an order during the agreed collection period.
• Incorrect delivery information provided by the customer.
• Requests submitted more than 24 hours after fulfilment.
• Food that has been substantially consumed before an issue is reported.

6. Refund Processing

Where a refund request is approved, the following timeline generally applies:

Once a refund has been approved and processed, funds are usually returned to the original payment method within 5–10 business days.

Depending on the customer’s bank or card issuer, refunds may occasionally take up to 14 business days to appear.

Customers will receive confirmation once an approved refund has been processed.