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 @ (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 @ (without the gaps) within 24 hours of the order being delivered.

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 @ 

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 @ and send/return your item to: The Olive Grove, 100 Regent Street, Cambridge, CB2 1DP, United Kingdom.