HELP WITH AN ORDER

• How do I know if my order has been accepted?

  • Your order details will be sent to the restaurant at the end of the checkout process, and the order confirmation screen will be shown as soon as they accept it. This may take some time, as the restaurant is busy managing orders from other people. You should also receive an order confirmation email. If you pre-order before a restaurant opens, you should receive an order confirmation email as soon as they accept it.

    Your order may be missed if the restaurant is experiencing a high volume of orders or if there are technical issues with their internet connection. You may try to order again later.

• Why has my order been rejected?

  • Sometimes the restaurant is too busy that they are unable to take your order, especially during peak hours. It could be road/weather conditions, no delivery drivers, excessive orders in a short period… etc. As a result, they would rather reject the order than provide a poor customer experience.

    If you paid upfront by debit card, credit card or digital wallet, you will get a full refund for your rejected order.

• Where is my order?

  • We are sorry to hear you have been kept waiting. Please bear in mind that the delivery times provided are estimates only.

    Please get in touch with the restaurant you ordered from directly, quoting your name and order details. The contact details of the restaurant should be available on the information page on the website and they will do their best to accommodate your request.

• Wrong item(s) was delivered or missing item(s) in my order?

  • We are sorry to hear that your order isn’t right. Please get in touch with the restaurant you ordered from directly, quoting your name and order details. The contact details of the restaurant should be available on the information page on the website and they will do their best to accommodate your request.

    For both delivery and pick-up orders, we strongly advise you to double-check that the items in the order are correct and everything is ok before accepting them.

• Wrong order was delivered?

  • We are sorry to hear that your order isn’t right. Please get in touch with the restaurant you ordered from directly, quoting your name and order details. The contact details of the restaurant should be available on the information page on the website and they will do their best to accommodate your request.

    For both delivery and pick-up orders, we strongly advise you to double-check that the items in the order are correct before accepting them.

• How can I change the items in my order?

  • Your order is unlikely can be changed once it has been accepted by the restaurant. The restaurant may have already started to prepare your order and assigned it to a delivery driver.

    Please get in touch with the restaurant you ordered from directly, quoting your name and order details. The contact details of the restaurant should be available on the website and they will do their best to accommodate your request.

• I made a mistake with my delivery address. How do I change the delivery address for my order?

  • Please contact the restaurant directly with your name and order details before your order is dispatched. The contact details of the restaurant should be available on the information page on the website and they will do their best to accommodate your request. However, changing the delivery may not be possible and the restaurant could charge an additional fee for delivery.

    If your order is delivered to an incorrect address provided by you, you may be charged an amount up to the full order value. It’s best to provide a correct address to avoid any charges.

• How do I cancel my order?

  • Your order is unlikely can be cancelled once it has been accepted by the restaurant. The restaurant may have already started to prepare your order and assigned it to a delivery driver.

    If you cancel your order, you may be charged an amount up to the full order value. It’s best to cancel an order as soon as possible to avoid any charges.

• My order is taking longer than expected?

  • We are sorry to hear that your order didn’t arrive on time. Please bear in mind that the delivery times provided are estimates only.

    The restaurant and delivery driver would do their best to fulfil every order on time, but on rare occasions, orders may run a little later than expected with their planned delivery route.

• My order was delivered too early?

  • We are sorry to hear that your order arrived too early. Please bear in mind that the delivery times provided are estimates only.

    The restaurant and delivery driver would do their best to fulfil every order on time, but on rare occasions, orders may run a little earlier than expected with their planned delivery route.

• There’s something wrong with my order?

  • We are sorry to hear that your order isn’t right. If you receive the wrong order, missing or damaged in some way, please get in touch with the restaurant you ordered from directly, quoting your name and order details. The contact details of the restaurant should be available on the information page on the website and they will do their best to accommodate your request.

    If items in your order have arrived damaged in any way or don’t appear to be cooked properly, please have good-quality photographic evidence ready to share with us at iluv2eat.supt@outlook.com. We like to look into these matters as soon as possible, so you’ll have up to 24 hours to submit a claim. This allows us to work with our partners to fully investigate what’s happened.

    Just so you know, if the photographic evidence doesn’t clearly show the problem you’re claiming, we may be unable to progress with your claim.

    For both delivery and pick-up orders, we strongly advise you to double-check that the items in the order are correct and everything is ok before accepting them.

• What should I do if I’ve accidentally ordered twice?

  • Please get in touch with the restaurant you ordered from directly as soon as possible, quoting your name and order details. The contact details of the restaurant should be available on the information page on the website and they will do their best to accommodate your request.

    The restaurant may have already started to prepare your order and assigned it to a delivery driver. If you cancel your order, you may be charged an amount up to the full order value. It’s best to cancel the duplicated order as soon as possible to avoid any charges.

---

HELP WITH PAYMENT

• Why can’t I place my order?

  • We are sorry to hear that you’re having trouble making an order.

    Please make sure the restaurant you’re trying to order from is open on the day. Some restaurants won’t allow you to order unless you spend a minimum amount, so you need to check that the total amount of your order meets this requirement. Double-check that the contact, ordering method, available time choice, payment method and card details are entered correctly at the checkout.

    If none of the above does the trick, you can try using a different web browser on your smartphone or computer.

• I have selected to pay by cash, can I change the payment method?

  • The change of payment method for your order is not possible once it has been accepted by the restaurant. The restaurant may ask for an additional service charge for accessing their card terminal if you wish to pay with your debit card, credit card or digital wallet.

• Why have I been charged a bag fee?

  • All businesses are now required by law to charge customers for certain types of carrier bags and the bag fee on your order is set by the restaurant.

• Why did my card payment fail?

  • Please double-check the following:

    • • Check the card details you typed in are correct
    • • Check your card hasn’t expired
    • • Check the address you typed in is the same as your card-registered address
    • • Check the password you typed in is correct for your digital wallet

    You could also try contacting your bank to check if the issue lies at their end. If you are not able to use online payment, there may be the option to pay for your order with cash.

• How long do refunds take?

  • If we’re processing a card, Google Pay or Apple Pay refund for you, your money will take between 2-14 days to go back to your account, depending on your provider’s policy.

    For rejected and missed orders, the refund should take at least an hour to go back to your account.

• Can I get a partial refund for a missing/incorrect/bad item?

  • Yes, you can. Please get in touch with the restaurant you ordered from directly, quoting your name and order details. The contact details of the restaurant should be available on the information page on the website and they will do their best to accommodate your request.

---

Sometimes things may not work out, you may email us at iluv2eat.supt@outlook.com. We will do our best to accommodate your request.