ORDER & RETURN POLICY
Our souvlakia, poultry and meats are supplied fresh and are prepared to order.
We pride ourselves in being specialists and therefore meeting the needs of customers.
Perishables (Raw & Uncooked):
Our souvlakia and other perishable goods are sold on a non-refundable basis.
This applies to perishable items either purchased in-store and online. If purchased in-store, please note that we cannot be held liable any perishable goods once they leave our premises. As we provide fresh and temperature-sensitive products, it is the solely the customers responsibility to store their items correctly.
To avoid any of our fresh / raw products from spoiling, we strongly advise that refrigeration or freezing is to be done within one hour from when the purchase was made.
Refund & Replacement:
We have a 3 business day Return or Replacement Policy. If you encounter an issue regarding our products, please contact head office on (02) 9789 1000 immediately to describe any issues you may have.
The Return or Replacement policy applies if:
• The item is either defective or damaged OR
• The incorrect item was provided
To be entitled to a refund or a replacement:
• Proof of purchase (store receipt or online order confirmation) must be provided.
• Your item must be in the same condition that you received it, unused and in its
original packaging. This includes our souvlaki, which is to be returned with all
pieces accounted for.
Please note: We do not offer a return or replacement due to change of mind.
• If you are entitled to a refund, your refund will be returned in the same manner
as the original payment method. For purchases made by credit or debit card, the
cardholder and the same credit or debit card are required to process the refund
as was originally used for the purchase.
• Processing of refunds can take up to 7 business days to show in
your account due to varying processing times between payment providers.
Placing an Order via Phone:
To ensure privacy and security, all sensitive and confidential information provided over the phone will be destroyed appropriately.
Order Cancellation Policy:
Orders with 2+ days fulfilment:
If you simply change your mind, you may cancel your order up to 24 hours before your order is meant to be picked up or delivered. However, please note that a
5% cancellation fee will incur before funds are issued back to the customer.
Orders with next day fulfilment:
If you have opted for next day pick up or delivery, please call our sales team on (02) 9789 1000 as soon as possible to request a cancellation. Please note that a 5% cancellation fee will incur before funds are issued back to the customer.
Modifying order days & times:
In-store pick up
You can make changes to previously submitted orders, such as the day or time - up to 24 hours before your order is meant to be picked up. Once you have placed an order you can modify it by contacting our sales team on (02) 9789 1000.
Home Delivery
Changes regarding delivery days only can be made to previously submitted orders, up to 24 hours before your order is meant to be delivered. Once you have placed an order you can modify it by contacting our sales team on (02) 9789 1000.
Weekends & Public Holidays
We do not offer home delivery on weekends or public holidays. Orders that have home delivery placed on a public holiday will be pushed to the next business day.
Please note: There are no time allocations available for home delivery orders.
Out of stock items:
If a product is unavailable, we will let you know by email or phone as soon as possible.
Missing items:
If an item you have ordered is missing from your delivery, please contact our sales team on (02) 9789 1000