In short
Report a problem from the order within 24 hours of delivery. Missing items are refunded at their value, and the money goes back the way you paid.
4 steps, start to finish.
- Open the orderGo to your orders, choose the one that wasn’t right and tap that something is wrong.
- Tell us what happenedChoose the items that were missing, wrong, cold or damaged. For the quality of food or damage, add a quick photo.
- We check itA first small claim can be refunded straight away. Anything with a photo, a larger amount or a replacement is checked by a person on our support team.
- Your money comes backRefunds go back the way you paid. You see each refund on the order.
Groceries and MealKits
If a PikaFresh item is missing or only partly picked, it is refunded at its value. A cheaper swap refunds the difference; a dearer swap costs you nothing extra. A missing part of a MealKit is refunded at its share of the kit’s price, and rounding always favours you.
If you cancel, or an order isn’t paid
An order that isn’t paid within 30 minutes of checkout is cancelled, and nothing is charged. If a payment arrives after an order was cancelled, it is refunded straight away.
Chef bookings are protected differently
When you book a private chef, PikaBox holds your payment until the dinner is done. The chef is paid only when you share your completion code at the end of the night, so if something goes wrong, keep the code and tell us.
Still not sorted?