Refund Policy

If an item is missing, incorrect, or not up to our standard, contact us as soon as possible — ideally within 24 hours — and quote your order number. We may ask for a photo to help us understand what happened.

Depending on the issue, we’ll offer a replacement, a partial refund, or a full refund.

Because food is prepared fresh to order, you can cancel for a full refund only before the kitchen has accepted your order. Once preparation has started, we’re usually unable to cancel.

If we cancel or reject your order for any reason, you’ll always receive a full refund.

Refunds are made to your original payment method via Stripe. Once processed, they typically appear within 5–10 business days, depending on your bank.

Refunds include any VAT and, where the whole order is refunded, the delivery fee.

A single-use promo code used on a refunded order may be reinstated at our discretion.

To request a refund or discuss an order, email hello@hellochicken.co.uk with your order number, or use the form on our Contact page.