Shipping & Delivery Policy

Effective date: June 2026

Introduction

Getting your food to you is not an afterthought. It is the final act of everything we do — the moment all the care, the preparation, and the cooking either arrives at your door the way it should, or does not. We treat delivery as seriously as we treat cooking. The journey from our kitchen to your table is the last mile of a promise we make with every order, and we intend to keep it.

This policy explains everything you need to know about how we deliver, where we deliver, what we charge, and what happens in the event that something goes wrong along the way. As always, we have written it to be understood, not merely accepted.

For any delivery-related questions or concerns, please contact us at:

📧 onmyplate20@gmail.com

1. How We Deliver

On My Plate operates an entirely in-house delivery service. We do not use third-party courier platforms or outsourced delivery networks. Every order is handled by our own team, from the moment it leaves our kitchen to the moment it arrives at your door.

This is a deliberate choice. Keeping delivery in-house means we retain full responsibility for your order at every stage of its journey. It means there is no handoff to a third party, no gap in accountability, and no moment at which your meal is out of our hands and beyond our care. If something goes wrong, there is no courier company to point to and no shared responsibility to hide behind. It is simply us — and we prefer it that way.

2. Delivery Areas

We currently deliver across London and Greater London. This covers a wide geographical area, and we are proud to serve customers across the breadth of this city — from its inner boroughs to its outer reaches.

2.1 Checking Your Address

During the checkout process on onmyplateuk.shop, you will be able to confirm whether we deliver to your address. If your postcode falls outside our current delivery zones, you will be notified before you complete your order and no charge will be applied.

2.2 Delivery Zone Expansion

We are always working to extend our reach. If we do not currently deliver to your area, we encourage you to check back periodically or contact us at onmyplate20@gmail.com to register your interest. Customer demand genuinely informs where we expand next.

3. Delivery Fees

Delivery fees at On My Plate are calculated based on your delivery zone. London is a large and varied city, and the cost of reaching different parts of it is not uniform. Our zone-based pricing reflects this honestly.

3.1 How Fees Are Calculated

Your delivery fee will be calculated automatically at checkout based on the delivery address you provide. The applicable fee will be clearly displayed before you confirm your order. You will never encounter a delivery charge you have not seen and agreed to before completing your purchase.

3.2 Fee Transparency

We do not add hidden fees after the point of order. The price you see at checkout — including the delivery fee — is the price you pay. No surprises.

3.3 Changes to Delivery Fees

Delivery fees are subject to change from time to time, in line with operational costs. Any changes will be reflected on our website and will not affect orders that have already been confirmed.

4. Order Preparation and Dispatch

4.1 Freshly Cooked to Order

Every meal on On My Plate is freshly cooked at the time of your order. We do not pre-cook meals in bulk and reheat them for delivery. This means there is a preparation period between the placement of your order and its dispatch from our kitchen.

4.2 Estimated Delivery Times

An estimated delivery time will be provided to you at or following the point of order confirmation. This estimate accounts for both preparation and transit time and is calculated based on your delivery zone and current order volume.

Please treat estimated delivery times as exactly that — estimates. They represent our honest best assessment of when your food will arrive, not a contractual guarantee. Factors including traffic, weather, and unexpected operational demands can affect actual delivery times.

We will make every reasonable effort to meet the time communicated to you, and we will proactively notify you of any significant delay where it is within our power to do so.

5. Receiving Your Delivery

5.1 Be Available

Please ensure that you or someone you trust is available at the delivery address at the time of delivery. Our delivery team will make every reasonable effort to reach you — including attempting to contact you by phone where a contact number has been provided.

5.2 What Happens if You Are Not Available

If our delivery team is unable to complete your delivery because no one is available at the address, and we are unable to reach you after reasonable attempts, the order will be considered delivered on our part. In such circumstances:

We are unable to offer a refund for the undelivered order.
We are unable to arrange a redelivery at no additional cost.
The responsibility for the missed delivery lies with the customer.

We understand this may feel firm, but it reflects the perishable nature of our product. A meal that cannot be delivered cannot be returned to our kitchen and resold. The cost of a failed delivery, in ingredients, preparation, and time, is real — and it is not one we are able to absorb on behalf of a customer who was not present to receive their order.

Please ensure your delivery details are correct and that you are available before placing your order.

5.3 Incorrect Delivery Address

It is the customer’s responsibility to provide a correct and complete delivery address at the time of ordering. On My Plate cannot be held responsible for failed or delayed deliveries resulting from an incorrect, incomplete, or ambiguous address. In such cases, no refund or redelivery will be offered.

If you realise you have entered an incorrect address after placing your order, please contact us immediately at onmyplate20@gmail.com. If your order has not yet been dispatched, we will do our best to update the address. Once an order has been dispatched, we cannot guarantee that a change of address can be accommodated.

6. Delivery Conditions and Food Safety

6.1 Temperature and Handling

We take every reasonable step to ensure your food is packaged and transported in a manner that preserves its temperature, freshness, and quality during transit. Our delivery team is instructed to handle all orders with appropriate care.

6.2 On Arrival

We recommend consuming your meal as soon as possible after delivery. Our food is freshly prepared and is at its best when eaten promptly. If you are unable to eat your meal immediately upon arrival, please follow standard food safety guidelines for storing cooked food.

On My Plate cannot be held responsible for the quality or safety of food that has been left unrefrigerated for an extended period following delivery.

6.3 Condition on Arrival

If your food arrives in a condition that gives you genuine cause for concern — visibly compromised packaging, food that appears spoiled, or anything that reasonably suggests it has been mishandled in transit — please do not consume it. Contact us within 2 hours of delivery at onmyplate20@gmail.com with a description of the issue and, where possible, photographic evidence.

We will investigate every such complaint with care and seriousness. Please refer to our Returns & Refunds Policy for details on how complaints of this nature are handled.

7. Delays and Disruptions

7.1 Circumstances Within Our Control

Where a significant delay to your delivery is caused by something within our control — a staffing issue, an operational problem, a mistake on our part — we will contact you as promptly as possible, communicate a revised delivery estimate, and where appropriate, offer a remedy in accordance with our Returns & Refunds Policy.

7.2 Circumstances Beyond Our Control

On My Plate shall not be held liable for delays or failures in delivery caused by circumstances beyond our reasonable control. These may include but are not limited to:

Severe weather conditions.
Accidents or road closures affecting transit routes.
Unexpected surges in order volume.
Technical failures affecting our website or ordering systems.
Any event constituting force majeure — that is, an extraordinary event or circumstance beyond our reasonable control, including natural disasters, civil unrest, or government-imposed restrictions.

In such circumstances, we will communicate with affected customers as transparently and promptly as we are able, and will work to find the most reasonable resolution available to us.

8. Missed and Failed Deliveries

A delivery will be considered failed where:

The customer is not present at the delivery address and cannot be reached.
The address provided is incorrect or incomplete.
Access to the delivery location is refused or not possible.

In all such cases, On My Plate reserves the right to treat the order as fulfilled on our part, with no obligation to redeliver or refund. We recognise this is a firm position, and we do not take it lightly — but it reflects the reality of delivering fresh, perishable food that cannot be held, returned, or reused once it has been prepared.

9. Contacting Us About Your Delivery

If you have any questions about your delivery — before, during, or after it takes place — we are here to help.

📧 onmyplate20@gmail.com

Please include your order details in any delivery-related communication, including your full name, the date of the order, and a description of your query or concern. We aim to respond to all messages within 2 business days, and sooner where the matter is urgent.

10. Changes to This Policy

We reserve the right to update this Shipping & Delivery Policy at any time to reflect changes in our operations, delivery areas, fee structures, or applicable law. All updates will be published on our website with a revised effective date. Your continued use of our website and services following any update constitutes your acceptance of the revised policy.

On My Plate — Good food, delivered straight to your door.