FAQs
Do you cook the food fresh?
Yes. Every meal is freshly prepared to order. We do not bulk-cook meals and reheat them before delivery. Your food is prepared when you order and delivered as fresh as possible.
Where do you deliver?
We currently deliver across London and Greater London. Delivery availability is confirmed during checkout based on your postcode.
How much does delivery cost?
Delivery fees vary depending on your delivery zone. The exact fee is calculated and displayed at checkout before you place your order.
How long does delivery take?
Delivery times vary based on your location, order volume, and current conditions. An estimated delivery time will be provided when you place your order.
Can I cancel my order?
Yes, but only within 10 minutes of placing it, provided preparation has not already begun. After that point, cancellations are no longer possible because your meal is being freshly prepared.
How do I cancel an order?
Contact us immediately at onmyplate20@gmail.com or on Whatsapp with your order details. We will do our best to process your cancellation before preparation begins.
Can I get a refund if I change my mind?
No. Because our meals are freshly prepared and perishable, we do not offer refunds once the cancellation window has passed.
What if I receive the wrong order?
Please contact us within 2 hours of delivery with your order details and a description of the issue. If we confirm an error on our part, we will offer an appropriate solution such as a replacement, credit, or refund.
What if my food arrives damaged or in poor condition?
If your food arrives in a condition that concerns you, please contact us within 2 hours of delivery and include photos where possible. We will investigate the issue and make things right where appropriate.
What if my order never arrives?
Contact us as soon as possible if your order has not arrived within a reasonable time beyond the estimated delivery window. We will investigate and, if the issue is our fault, provide a replacement or refund where appropriate.
Do you cater for allergies?
We do our best to provide ingredient information, but our kitchen is not allergen-free and cross-contamination may occur. If you have a severe allergy or medical dietary requirement, please contact us before ordering.
Can I request dietary modifications?
You may include dietary preferences when ordering, and we will do our best to accommodate them where possible. However, we cannot guarantee that all requests can be fulfilled.
What happens if I enter the wrong delivery address?
Please contact us immediately. If your order has not yet been dispatched, we may be able to update the address. Once dispatched, changes cannot be guaranteed.
What if nobody is available to receive my order?
Our delivery team will make reasonable attempts to contact you. If we cannot complete the delivery because nobody is available, we cannot offer a refund or complimentary redelivery.
Do you use third-party delivery services?
Most of our deliveries are handled by trusted third-party delivery partners, ensuring your order gets from our kitchen to your doorstep quickly and efficiently
How do you protect my personal information?
We only collect information necessary to process and deliver your order. We never sell your personal data and take appropriate steps to keep it secure.
How can I contact On My Plate?
You can reach us at onmyplate20@gmail.com. We aim to respond to all enquiries within 2 business days.
Do you offer catering or custom orders?
For custom requests, large orders, or special occasions, please contact us directly via WhatsApp or email us at onmyplate20@gmail.com and we will let you know what is possible.