FAQ: Returns & Exchanges

Returns and Exchanges

  • To provide the best customer satisfaction, we provide the following solutions. Feel free to contact us if you have any questions regarding the Return and Exchanges Policy by contacting the outlet concerned directly or messaging us in IG or FB.

 

Third-Party Food Apps

  • For third party delivery issues please contact the delivery company directly. You can contact their order-issue line or visit their website.

 

Food Order Errors

  • If you receive food that is different from your order, we sincerely apologize. Please inform us right away through our contact lines and we will discuss a solution with you. In most cases, we will refund the item that was not delivered.
  • If you would choose to wait and have it sent again, kindly allow some processing time and delivery time. Should the new item be of greater value than your original item, we will request a payment on the difference. Delivery fee will be shouldered by us.

 

Food Order Incomplete

  • (same as above)

 

Food Dissatisfaction/Spoiled

  • We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. But sometimes, this happens!
  • Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted and other similar circumstances. Refunds are not typically provided for food that a customer simply does not like.
  • If the food is reported spoiled, we would request that we are informed almost immediately. We follow a one (1) hour window upon receiving the item. Anything more may be considered due to factors out of our control, such as storage, and handling upon receipt.
  • Personal pick-up items are requested to be checked prior to pick-up and may not be refunded nor replaced due to obvious reasons. 
  • Other scenarios are on a case-to-case basis and shall be tackled via best efforts.

 

Cancel Order

  • We cannot cancel, refund or give store credit if you change your mind or mistakenly order an item after the order is prepared. We are unable to provide any refund or store credit for non-food items or beverages.

 

Cancelling Restaurant Delivery

  • We cannot cancel if an order is already in progress and on the delivery route. If the driver made a reasonable effort to contact you after arriving at your requested location, you may not be eligible for a refund.

 

Pick-up orders

  • We strive to prepare and package our pick-up items to preserve the high quality of the food. To help ensure this, please arrive at the scheduled time confirmed by the restaurant to ensure your order is picked up at the best quality with respect to temperature and freshness.
  • If you are going to arrive after the confirmed pick-up time, please provide notification 15 mins prior to the pick-up time.

 

Other delivery concerns

  • We reserve to postpone deliveries for days that may be hazardous for our delivery team (e.g. weather, crisis, lockdowns, etc.).
  • In cases where delivery is attempted, but was unsuccessful due to the reasons including but not limited to:
    • Absence of the recipient or inability to be contacted despite several attempts.
    • Lack of sufficient logistical/road access to deliver successfully.
    • Lack of a suitable or secure location to leave the ordered items.
  • We will recall the item back to our facility and coordinate a redeliver of the same item separately. A redelivery fee may be applicable in most circumstances.