Good food,
handled with care.

01Policy scope

We aim to prepare and hand over orders with reasonable care and in accordance with the order details. The process may involve collection by the customer or local delivery where that option is available for the order.

The details displayed during ordering, together with our Terms & Conditions, explain the arrangements that apply to your order. Nothing in this policy excludes or limits your rights under applicable consumer law.

02Available fulfilment options

The available fulfilment option depends on the choices presented during the ordering process. Not every option will necessarily be available for every item, address or order.

• Collection: where offered, the order can be collected according to the instructions provided in the order confirmation.
• Local delivery: where offered, the order may be delivered to an eligible address subject to the conditions shown during ordering.

Please review the selected option before submitting your order. If the option you need is not displayed, contact us to ask whether an alternative is available; an alternative should not be assumed to be confirmed until we agree to it.

03Delivery availability

Local delivery availability may depend on the destination address, operating capacity, order requirements and other practical conditions. Any address eligibility or delivery restrictions presented during ordering should be checked before the order is submitted.

We do not guarantee that delivery will be available to every address. If an address cannot be served or a delivery option becomes unavailable after an order is submitted, we will take reasonable steps to contact you and explain the available options.

Please do not assume that an address is eligible based solely on a previous order or on an address being geographically nearby. Availability can change.

04Order processing

Please check the items, quantities, order instructions, contact details and selected fulfilment option before submitting an order.

An automated acknowledgement may confirm that an order request has been received, but acceptance is determined by the confirmation or other communication provided through the ordering process.

Preparation may begin after an order has been accepted. If an item is unavailable or we encounter a problem that prevents us from fulfilling the order as agreed, we will explain the issue and discuss an appropriate resolution.

05Delivery estimates

Where a preparation, collection or delivery estimate is displayed or communicated, it is an estimate unless expressly confirmed as a guaranteed time. Actual timing may be affected by order volume, preparation requirements, traffic, weather and other operational circumstances.

We will make reasonable efforts to fulfil accepted orders within the indicated estimate, but we cannot promise that every order will arrive at an exact time.

If timing is particularly important, please contact us before ordering to ask whether the requested arrangement is feasible. Any special timing request is subject to confirmation.

06Address and contact details

For delivery orders, you are responsible for providing an accurate and complete delivery address, including any relevant flat number, building name, access instructions or other details needed to locate the destination.

Please also provide a working contact method so that we can get in touch if an issue arises. If you notice an error after submitting the order, contact us as soon as possible. We will check whether the details can still be changed, but changes may not be possible once preparation or dispatch has progressed.

We will handle your contact and delivery information in accordance with our Privacy Policy.

07Receiving your order

Please make reasonable arrangements to receive your order at the agreed destination or to collect it according to the instructions provided. Where applicable, ensure that the person receiving the order can be contacted and can access the delivery location.

If you have provided delivery instructions, we will take them into account where reasonably practicable and where they are compatible with safe and lawful delivery arrangements.

If you cannot be reached or the delivery location cannot be accessed, we may need to contact you to discuss what can reasonably be done. The outcome will depend on the circumstances, the stage of delivery and any applicable legal obligations.

Please check the order on receipt where reasonably practical. If an item appears to be missing, incorrect or damaged, contact us promptly so that we can investigate.

08Delays and failed delivery

Delays can occur due to circumstances such as high order volumes, traffic conditions, adverse weather, access problems or unexpected operational issues. Where we become aware of a material problem affecting an accepted order, we will take reasonable steps to communicate with you.

If delivery cannot be completed, we will consider the circumstances and explain any practical options available. If we are unable to supply an accepted order, we will arrange an appropriate remedy, including a refund where required by law.

If a delay means that the order no longer meets an agreed or legally required delivery arrangement, your rights will depend on the circumstances and applicable law. Nothing in this policy removes those rights.

09Food quality and safety

We take reasonable care when preparing and handling food. Please follow any storage, handling or consumption instructions supplied with your order, and take account of the nature of freshly prepared food.

If you believe food may be unsafe, do not consume it. Contact us promptly with the order details and a description of your concern so that we can review the matter.

If you have a food allergy or intolerance, check the allergen information before ordering and contact us if you need clarification. Do not assume that a dish is suitable for a particular allergy unless its suitability has been specifically confirmed.

For a serious allergic reaction or other medical emergency, seek emergency medical assistance immediately rather than waiting for a response from us.

10Missing or incorrect items

If an item is missing, incorrect, damaged or materially different from what you ordered, contact us as soon as reasonably possible.

To help us investigate, please provide:

• Your order reference, if available.
• The date of the order and the affected item.
• A clear description of the issue.
• Photographs or other relevant information, where useful and available.

We will review the information and consider an appropriate resolution based on the circumstances and your legal rights. Depending on the issue, this may include supplying a missing item where feasible, arranging a replacement, or providing a refund where appropriate.

Further information is available in our Refund Policy.

11Delivery charges

Any delivery charge applicable to an order will be shown during the ordering process before you submit the order. Charges may depend on the available delivery option and the conditions presented at that time.

We will not apply an undisclosed delivery charge as part of the order. If an order cannot be fulfilled or a refund is due, the treatment of delivery charges will depend on the circumstances and applicable law.

Where only part of an order is affected, we will assess any refund or other remedy in relation to the affected items and any other amount that is refundable under the applicable rules.

12Contact and related policies

If you have a question about delivery availability, an existing order or a delivery problem, contact us using the details below. Please include your order reference where available.

You may also wish to read our Terms & Conditions, Refund Policy and Privacy Policy.