Where is my order?

What to do if your delivery hasn’t arrived

We’re sorry — waiting for food is never fun. Use this short checklist and step-by-step guide to quickly find out what happened and how we can help. The faster you check a few items and share key details, the faster we can resolve it.

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Quick checklist (fast actions)

• Double-check the delivery address and postcode in your order.
• Open the app and check the live order tracker/status.
• Contact the driver using the in-app call/chat button (if available).
• Allow for extra time during peak hours, bad weather, or major roadworks.
• If the delivery is more than 60 minutes late from the ETA shown in the app, you can request a refund or a re-delivery (see Refunds section).

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Step-by-step: before you contact Support

1. Confirm address and postcode
   • Open the order in the app and verify the delivery address, house number, apartment/suite, and postcode are correct.
   • If the address is wrong and the driver hasn’t arrived, update it in the app (if possible) and message the driver.
2. Check the in-app tracker and notifications
   • Look at the live map for the driver’s location and current status (e.g., “Preparing”, “Out for delivery”, “Arriving soon”).
   • Sometimes the ETA updates — note the ETA shown now.
3. Try contacting the driver
   • Use the app’s “Call driver” or “Message driver” option first. Drivers often can give an exact arrival time or resolve access issues.
   • Keep your phone nearby and answer calls — drivers may call if they can’t find your building or entry code.
4. Consider common delay causes
   • Peak meal-times (e.g., 12–2pm, 6–9pm) can add 10–30+ minutes.
   • Bad weather, heavy traffic, roadworks, large events, or restaurant delays.
   • If you live in a gated community / building with access codes, these can also slow things down.

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When to contact Support

• You’ve checked the tracker, tried to contact the driver, and the order is still not arriving.
• The order is more than 60 minutes later than the ETA shown in the app.
• You think the driver delivered to the wrong address.

How to contact:

• In the app: Orders → Select the order → “Help” or “Report an issue” → choose “Where’s my order?”
• Provide: order number, delivery address, postcode, what you’ve tried (called driver? tracker shows where?), and any screenshots.

Suggested message (copy/paste):

• “Order #12345 — my delivery hasn’t arrived. ETA in the app was 18:15 and it’s now 19:30. I’ve checked my address (10 High St, Flat 3, AB12 3CD) and tried calling the driver but no answer. Please can you investigate?”

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Refund & compensation policy (summary)

• Our standard policy: refunds are considered only if the delivery is more than 60 minutes later than the ETA shown in the app (this is measured from the ETA, not from the time you placed the order).
• If the ETA changes in your app, the 60-minute window is measured from the most recently displayed ETA.
• What you can request after a qualifying delay:
  • Full refund to your original payment method, or
  • Re-delivery of the order (subject to restaurant & driver availability)
• Processing time: refunds are issued after investigation and typically appear on your payment method within 3–7 business days (card/bank processing times may vary).
• We may ask for:
  • Order number and screenshots of the tracker/ETA
  • Confirmation that the delivery address in your order was correct
• Exceptions where refunds may not be given:
  • The customer provided an incorrect address or was not available to receive delivery.
  • The driver attempted delivery and left because they could not access the property or reach the customer.
  • Delays caused by extreme weather or large-scale incidents outside normal control (we will review case-by-case).

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What we will do after you report the issue

• Open an investigation with the driver and restaurant.
• Review GPS/tracker logs and timestamps.
• If eligible (delay > 60 minutes from ETA) we will offer a refund or re-delivery.
• Provide an update in the app or via email once the investigation is complete.

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Examples (common scenarios)

• ETA 18:00 → order arrives 18:45 → not eligible for refund (delay < 60 mins).
• ETA 18:00 → order arrives 19:05 → eligible for a refund (delay > 60 mins) — contact Support.
• ETA updated to 18:30 → delivered at 19:40 → measure from 18:30 (if > 60 mins, eligible).

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Tips to avoid future delays

• Enter full delivery details (building name, floor, buzzer code, preferred entrance).
• Add delivery notes (e.g., “Leave at concierge” or “Call on arrival”).
• Enable app notifications so you get tracker updates and driver contact prompts.
• Order a bit earlier during peak times if you need strict timing.

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Still stuck? Escalation

• If your issue isn’t resolved after the initial support reply, reply to the same ticket and request escalation — include any new details (screenshots, times, driver contact attempts).
• For urgent problems where the app isn’t working, send a message through our Help Centre with subject “Urgent: Where’s my order?”

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We know it’s frustrating when food is late — we’ll do our best to fix it quickly. If you’d like, tell us your order number here and whether you prefer a refund or re-delivery, and we’ll take a look.