Refund Policy
We want every order from Supper Box to meet your expectations. This Refund Policy explains how cancellations, refunds, and order concerns are handled for meals ordered through our website.
Order Cancellations
Orders may be cancelled without charge before meal preparation has started.
As our meals are freshly prepared to order, requests received after preparation has begun may no longer be eligible for cancellation.
If you need to make changes to your order, please contact us as soon as possible. We will always do our best to assist where preparation has not yet started.
Changes to an Order
If you would like to change your delivery details, collection time, or meal selection, please contact us promptly after placing your order.
Changes can usually be accommodated before food preparation begins, subject to availability.
Order Quality
We take great care in preparing every meal using fresh ingredients.
If you believe your order is incomplete, incorrect, or does not match what was ordered, please contact us within 24 hours of receiving your meal so we can review the situation and provide appropriate assistance.
Where helpful, we may request photographs or a brief description of the issue.
Damaged or Incorrect Orders
If your meal arrives damaged during delivery or you receive the wrong items, please let us know within 24 hours of delivery or collection.
After reviewing the information provided, we may offer an appropriate resolution, which could include a replacement meal, partial refund, or full refund where suitable.
Delivery Issues
Customers are responsible for providing accurate delivery information when placing an order.
If additional delays occur because the delivery address or contact details are incorrect or incomplete, we will work with you to find a practical solution where possible.
Collection Orders
Customers collecting their meals are encouraged to collect them within 30 minutes of the selected collection time to help maintain food quality.
If you expect to arrive later than planned, please contact us and we will do our best to assist.
Food Preparation
Because meals are prepared specifically for each order, refunds are generally not available once food preparation has started, unless there is an issue with the order that requires further review.
Refund Processing
Where a refund is approved, it will be returned using the original payment method whenever possible.
Refunds are typically processed within 5 to 10 business days, The refund will be credited to your account within 3–5 business days，although the exact timing may vary depending on your payment provider.
Large or Advance Orders
For family meal bundles or larger advance orders, cancellation requests should be made at least 24 hours before the scheduled preparation time whenever possible.
This allows us to manage ingredient purchasing and kitchen preparation efficiently.
How to Request Assistance
If you have any concerns regarding your order, please contact us with your order details, including your name, order number (if available), and a description of the issue.
Providing this information helps us review your request as quickly as possible.
Contact Us
If you have any questions about this Refund Policy or require assistance with an order, please contact us.
105, Wisley Way
Birmingham
England
B32 2JX
Email: food@supperbox.co.uk
We aim to respond to refund and order enquiries within 2 business days.