Food that was wrong, late or never came.

Changing your mind before we cook

Cancel freely any time before the kitchen starts your order, and nothing is owed either way. Because we cook to order rather than reheat, that window is short — usually minutes rather than hours — so tell us quickly.

Once your food is on the fire the ingredients are committed. We will still cancel if you ask; we may ask you to cover what has already gone into it.

Wrong, missing, or stone cold

Tell us the same day and we will remake the dish or refund it, whichever you would rather have. You do not need to send it back, and you do not need to prove anything.

• Something arrived that you did not order.
• Something you did order is not in the bag.
• The food was cold when you collected it, or plainly under-portioned.
• It was not what the menu described.

What we cannot take back

Cooked food that has left the premises cannot be resold, so we do not accept it back for hygiene reasons. That is a food-safety rule, not a way of avoiding the question — a genuine complaint still gets remade or refunded without the food coming back to us.

Taste is not a fault. If a dish is properly cooked and simply not to your liking, tell us anyway; we would rather know, and we will usually still do something about it.

Getting your money back

Refunds go back the way you paid, in full, with no restocking fee and nothing deducted. Where you paid cash on collection, come by or tell us where to send it.

Functions and large orders

Catering and orders for a crowd are agreed in writing first, including the deposit and how much notice we need. Cancel with the agreed notice and the deposit comes back. Cancel the morning of a function and we will have already bought and prepped for it, so it will not.

How to raise it

Message us from the contact page with your order number and what went wrong. A photograph helps and is never required. We answer the same day where we can.

You will not be argued with over small amounts. It costs us more to win that argument than to put it right.