Cancellation & refund policy

Because we cook fresh food to order, cancellations and refunds work a little differently from other purchases. Here's exactly how.

Cancelling your order

You can cancel free of charge until the kitchen accepts your order. After that, please call us on +971 56 366 3008 as soon as possible — if cooking hasn't started we'll cancel it and refund you in full.

Once your food is being prepared or is on its way, we can't usually cancel it, because it can't be resold.

If we cancel

If we decline or cancel your order for any reason (for example a dish sold out or delivery isn't possible), you won't be charged, and any online payment is refunded in full.

Wrong, missing, damaged or very late orders

Tell us within 24 hours of delivery with your order number and, where helpful, a photo. Depending on what happened we'll redeliver the item, refund the affected items (and delivery fee where appropriate), or offer a credit — your choice where reasonable.

How refunds are paid

Online payments are refunded to the original card. Refunds are issued within 5 working days of approval; your bank may take a further 5–14 days to show them.

Cash-on-delivery refunds are made by bank transfer or as agreed with you.

Complaints

Email hello@shazdeh.ae or call +971 56 366 3008. We aim to reply within one working day.