Please only remake an order if our Customer Care team explicitly asks that you remake the order. Below, you will find the steps to this process in order.

1. Something goes wrong with the order - there is spillage en route, a driver is unable to make it to drop off.

2. Customer Care asks you to either remake the entirety of the order, or remake one or a few portions.

3. Customer Care will inform you what exactly needs to be remade either over phone or chat.

4. If this is possible with your supply/workload, you agree to remake the food.

5. You remake the food, and a driver comes to collect it.

6. By the end of the day, Customer Care will send through an invoice-only order that contains the items that you remade, meaning you will be paid for them in the original order, as well as a second time in this invoice-only order. Since you will have already remade the food by this time, this invoice-only order is, as it states, for the purpose of payment only. It will have its own order number which is different from the original order number, and will have Invoice Only written prominently on the order page. Additionally, no labels will be downloadable, which is what sets it apart from an order that needs to be accepted and fulfilled. Invoice-only orders are automatically accepted by the website, since there is no further action required on your part. 

7. If, by 24 hours after the food has been remade, you have not been supplied with an invoice-only order that guarantees a payment for the remade order or portions, or you notice any discrepancies, please get in touch using this form.