Question 1

Why was my order cancelled?

Accepted Answer

The restaurant or store may be forced to cancel your order due to exceptional circumstances such as sold-out products, technical problems or extreme weather conditions. Takeaway.com will only cancel your order if we can't reach the restaurant or store for confirmation. In those cases, we'll let you know and will refund your order.

We may also cancel your order if you're unreachable, the restaurant or us. For example, we might contact you to clarify your address or delivery instructions. Because of this, please keep an eye on your phone and inbox just in case.
We'll always contact you right away if we cancel your order.

Question 2

How can I get an invoice for my order?

Accepted Answer

To receive an invoice for any of your orders, please reach out to the restaurant or store directly. You'll find their details in your order confirmation email.

Please contact our Customer Service if you need an invoice from Takeaway.com for any additional fees.

Question 3

Can I return grocery items?

Accepted Answer

Of course. To return or exchange non-perishable items ordered from stores on Takeaway.com, please simply take the product to the store with your proof of purchase. The store will support you according to their return policy.

If you ordered through Lieferando Express or a similar third-party food delivery company (e.g. Getir), you may need to contact us directly.

Question 4

Can I add preparation instructions to my order?

Accepted Answer

Yes! When adding a meal to your basket, you can leave a note for the restaurant about any food item.

If you're using the app, go to your basket and click on 'Add note' below the menu item. If you're ordering on our website, go to your basket and click on the pencil icon.

Once your order is confirmed, and you've received the confirmation email, you won't be able to leave any additional comments. However, if necessary, you can get in touch with the restaurant directly. You'll find the restaurant's contact details in your confirmation email.

Question 5

How do I know if my order went through?

Accepted Answer

First, check your inbox for an order confirmation email. If you don't see it in your inbox, try your spam folder.

I received a confirmation email.
Great! You've successfully placed your order, and it's gone through to the restaurant or store. You can check your delivery status on Order Tracker by clicking on 'Track your order' in the confirmation email.

Are you using the app? Receive updates on your order by activating push notifications for Takeaway.com in your device's settings.

I didn't receive a confirmation email.
The restaurant or store may not have received your order due to a payment issue, or there may be a typo in your email address. If you've entered your email correctly, please double-check your inbox (including your spam folder) for the confirmation email.

If you have an account with us, sign in and check the 'Orders' section in the account menu to see if there is an active order. If you ordered through our website, you could also check for SMS confirmation of the order.

There's no sign of my order.
If you don't see any mention of your order on the site and haven't received a confirmation, we probably didn't receive your order. If you've paid online, check to see if the order amount was deducted from your payment method account.

On the rare occasion that we charged you for your order and it did not go through, please contact us with the following information:
- Date
- Restaurant or store name
- Email address used to place the order
- A copy or screenshot of the transaction details

My order was placed, but I'm not sure if the restaurant or store received it.
We always make sure that we receive a confirmation when we inform the restaurant or store about your order. This way, your order will never go unnoticed. In the unlikely event that your order cannot be delivered, we'll contact you by phone and by email, so always keep your phone nearby.

Still have doubts about a late order or the Order Tracker status? Contact the restaurant or store directly using the phone number in your order confirmation email.

I can't reach the restaurant or store by phone.
If you're unable to reach the restaurant or store, please contact us with your order details. We'll provide you with an update as soon as we can. Please include the following information:
- Order number
- Order date
- Email address used to place the order

Question 6

How do I add delivery instructions to my order?

Accepted Answer

You can leave delivery instructions on the checkout page. For example, you can let your courier know how to reach your door or what to do with your order once it arrives. You cannot change the note once you’ve placed your order and received the confirmation email.

If you need to make changes, contact the restaurant or store directly. You'll find the restaurant's or store's details in your order confirmation email.

Orders