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1) Delivery Zones & Charges
Zone 1: 1 mile Radius. Delivery Charge: £2.99
Zone 2: 2 mile Radius. Delivery Charge: £3.99
Zone 3: 4 mile Radius. Delivery Charge: £4.99
Zone 4: Selected Post Codes in Certain Villages. Delivery Charge £5.99 + Minimum Order £35 and above.
2) Order notifications
When your order is on it's way, you will receive an email, or SMS or Messenger message depending on your preferred contact method.
3) Delivery Slots
We endeavour to ship and deliver your order within your allocated time slot, however we can not guarantee that this will always be achieved. Especially during the rush-hours we ask for your understanding. If your order is late, please give us a call on 01223778575 for Cambridge & 01284663085 for Bury St Edmunds. Refund claims cannot be accepted for orders outside the designated time slot.
4) Who delivers my order?
Your delivery will arrive either by one of our drivers or by taxi or uber depending on your location.
5) Can I get my food delivered to a public park or other public location?
You can indeed, however it is very possible that our drivers will have trouble locating you in a public space. Please ensure that we have a valid UK mobile number with your order so our drivers can call you.
6) What if your drivers cannot find me?
Our drivers are instructed to call you if they are having difficulties to find you. If they are unable to establish a line of communication(.ie non-UK mobile, no signal, etcetera) they are instructed to wait for you for 10 minutes. After that they will return back and your food will be discarded. A refund claim will not be possible at this stage.
Please note that it is against the law to sell alcohol to anyone under 18 years of age, if the delivery driver believes that the recipient of alcohol is under 18 years of age they may ask to see identification.
7) Returns & Refunds
Our food cooked to order is not eligible for a return. Sealed Deli products can be returned within 30 days of purchase if they have not been opened or otherwise tampered with & granted that there is something wrong with them. See more details below.
8) Refund Claims (if applicable)
If you have received food that is not as described, please take a picture immediately and email it to us at: management @ the-olivegrove.co.uk (without the gaps).
This must be done within 24 hours of having received the problematic order.
Customisable Products such as Souvlakis, Peinirli Pizzas & Sides:
The products are sold as described, we allow for customisations to enhance your customer experience, however we will not accept refund claims for the entire product if the customisation has been partly or wholly unsuccessful.
We will accept refunds for chargeable add-ons that are missing from the item but we will not accept refunds for non-chargeable customisations.
All claims for a refund must be evidence-based. Without evidence of your claim we will not be able to process a refund.
Please note that we are technically unable to process claims for orders made via other platforms(Uber, Deliveroo, Just-Eat). If your claim relates to an order made via a third-party delivery platform please direct it to the platform that you placed the order with.
Kindly note that repeated requests for refunds without merit or evidence may result to a ban from our stores.
For your claim to be successful, please send evidence at management @ the-olivegrove.co.uk (without the gaps) within 24 hours of the order being delivered.
9) Late or missing refunds (if applicable)
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. It can take up 10 working in some cases depending on your card type & provider. Please note that if your refund is processed in the same day as your order, the card provider may not charge you the original order amount but the amended amount after the refund in a single charge. So instead of having 2 transactions 1 for the original and 1 for the refund, it is entirely possible that you may have only 1 transaction for the amount after the refund. This is very likely to happen if your order has been processed in the afternoon and your refund processed in the evening. Please check with your bank that you have been charged correctly.
If you haven’t received a refund yet, first check your bank account to ensure that the charge is correct.
Then contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at management @ the-olivegrove.co.uk.
Exchanges (if applicable)
We can only replace sealed Deli items if they are defective or damaged. If you need to exchange it for the same item, send us an email at order @ the-olivegrove.co.uk and send/return your item to: The Olive Grove, 100 Regent Street, Cambridge, CB2 1DP, United Kingdom.
For non freshly cooked products from our Deli that are not as described please return the product to:
The Olive Grove, 100 Regent Street, Cambridge, CB2 1DP, United Kingdom
The Olive Grove, 90 St John's Street, Bury St Edmunds, IP33 1SQ, United Kingdom
You will be responsible for the return shipping costs. Shipping costs for all items are non-refundable. If you receive a refund, the cost of shipping will not be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.