Cancellations & refunds

Last updated: 8 October 2026

Cancelling an order

• Food and drinks are prepared fresh as soon as an order is accepted, so an order can't be cancelled by the customer once it has been sent to the kitchen.
• If you need to change something, contact the outlet straight away; if the kitchen hasn't started, we'll do our best to help.

When we refund you in full

• The outlet cancels or can't fulfil your order.
• You were charged but the order didn't go through.
• You were charged twice for the same order.

Partial refunds

If an item you paid for is unavailable, or what you received is incorrect or not up to standard, tell the team at the outlet or contact us within 24 hours with your order number. We'll replace the item or refund it.

How refunds are paid

Refunds go back to your original payment method through Razorpay. Once we start a refund, it usually reaches your account within 5 to 7 working days, depending on your bank.

Uncollected orders

Orders not collected within 60 minutes of being ready are not refundable.

Contact

To ask for a refund, with your order number (it starts with SH).