Cancellation & Refund Policy
We want every Island Ember order to arrive as expected. This policy explains how to request an order cancellation, what happens if something is wrong with your food and how refunds are handled.
1. Order Cancellations
If you need to cancel an order, please contact us as soon as possible and provide your order number.
We prepare food to order, so cancellation depends on how far the order has progressed.
- Before preparation begins: We will make reasonable efforts to cancel your order and arrange a refund where appropriate.
- Once preparation has started: Cancellation may no longer be possible because ingredients and kitchen time have already been committed to your order.
- After dispatch or collection: Orders cannot normally be cancelled once they have been fulfilled, except where you have a legal right to a refund or another remedy.
We will consider each request fairly and explain what options are available based on the circumstances.
2. Changes to an Order
If you need to change a dish, quantity, collection arrangement or delivery detail, please contact us immediately after placing your order.
We will try to accommodate reasonable changes where the kitchen and delivery arrangements allow. However, changes cannot be guaranteed once food preparation has started.
If a requested change affects the order total, we will explain any additional payment or adjustment before proceeding.
3. Incorrect or Missing Items
Please check your order when it arrives or when you collect it. If an item is missing or different from what you ordered, contact us as soon as reasonably possible.
Please provide:
- Your order number.
- The name of the affected dish or item.
- A brief explanation of what went wrong.
- A photograph, where it would help us understand the issue.
After reviewing the details, we may offer a replacement, a refund for the affected item or another suitable resolution.
4. Food Quality Concerns
We take care when preparing our Caribbean dishes. If your order arrives in an unsatisfactory condition or you have a genuine concern about its quality, please let us know promptly.
To help us assess the issue, please contact us as soon as possible after receiving the order, ideally within 24 hours, and include your order number and relevant details.
We will review the circumstances and, where appropriate, arrange a replacement, refund or another reasonable solution.
The 24-hour reporting period is a practical request to help us investigate fresh food concerns. It does not remove or restrict any statutory rights you may have.
5. Delivery and Collection Problems
If your delivery has not arrived within the expected timeframe, or you experience a problem when collecting your order, please contact us so we can check what has happened.
Where an issue is caused by our handling or fulfilment of the order, we will review it and discuss an appropriate resolution.
If delivery cannot be completed because the address supplied is incorrect or the recipient is unavailable, we will consider the circumstances before deciding what can reasonably be arranged.
6. When a Refund May Be Issued
A refund may be appropriate in circumstances such as:
- An order is successfully cancelled before food preparation begins.
- An item cannot be supplied and no suitable alternative is agreed.
- An incorrect or missing item cannot reasonably be replaced.
- A significant food quality or fulfilment issue is confirmed.
- A refund is otherwise required under applicable consumer law.
Refunds will normally cover the affected item or the relevant order amount, depending on the circumstances. Where an entire order cannot be fulfilled, a full refund may be appropriate.
We will explain the outcome of your request once it has been reviewed.
7. Refund Processing and Arrival Time
Once a refund has been approved, we will arrange for it to be returned to the original payment method used for the order.
We review the request and confirm whether a refund is due.
Approved refunds are normally submitted within 3 working days.
Your payment provider or bank processes the returned funds.
Refunds should normally appear within 5–10 working days after processing.
Refund arrival time: 5–10 working days.
The refund is normally returned to the original payment method. The exact time it takes to appear in your account depends on your bank or payment provider. Working days exclude weekends and UK bank holidays.
If the refund has not appeared after 10 working days from the processing date, please contact us. We can check the refund status and provide any available transaction details to help you follow it up.
8. Items That Cannot Normally Be Cancelled
As our food is prepared to order and is generally perishable, orders cannot normally be cancelled once preparation has started or the food has been dispatched.
This reflects the nature of freshly prepared food and the applicable exceptions to the usual cancellation rights for certain perishable goods and services.
This does not affect your rights if food is faulty, unsafe, not as described or otherwise does not meet the requirements of applicable consumer law.
9. Food Allergies and Dietary Requirements
Please tell us about any allergies, intolerances or dietary requirements before placing your order.
If you believe an order has been supplied incorrectly in relation to an allergy or dietary requirement that was clearly communicated to us, please contact us immediately.
We will take the concern seriously, review the relevant preparation details and discuss an appropriate resolution. If you experience an allergic reaction or believe you are in immediate danger, seek appropriate medical assistance without delay.
10. How to Request a Cancellation or Refund
To request a cancellation, report an order problem or ask about a refund, please use the contact details on our Contact page.
Please include your order number, the date of purchase and a clear explanation of your request. For food quality or incorrect item concerns, photographs may also help us review the matter.
We aim to acknowledge enquiries within 2 working days and provide an update as soon as reasonably possible.
11. Your Statutory Rights
This policy is intended to explain our normal cancellation and refund arrangements. It does not affect any rights you may have under UK consumer protection law.
Certain food orders are exempt from the usual 14-day cancellation period because they involve goods that are liable to deteriorate or expire rapidly. Other rights and remedies may still apply where goods or services do not meet the required legal standards.
If a provision in this policy conflicts with a legal right that cannot be excluded, the relevant legal right will take precedence.
12. Changes to This Policy
We may update this policy when our ordering arrangements, services or legal requirements change.
The latest version will be published on this page. Any changes will apply from the time the updated policy is made available, unless otherwise stated.