What happens after I have placed my order?
The order arrives in our system and is directly sent to the chosen restaurant. After a few seconds the restaurant receives the order by fax, email or our own software T-Connect. If the restaurant has no connection, your order will be passed by phone by a member of our call center. This way you can always be sure that your order will be correctly sent to the chosen restaurant.
Once the restaurant has received all the details of your order, it is their responsibility to prepare and deliver your meal. Lieferservice.at is only responsible for the sending of the order, not for the final product (service, quality of the food and delivery).
What happens if the restaurant is exceptionally closed and that they forgot to inform Lieferservice.at? We will immediately contact you by phone to cancel your order. If we are unable to reach you by phone, we will send you a cancellation email.
How long does a delivery take?
On average, it takes 45-60 minutes in between the moment when the order is placed and the moment it's delivered. The delivery time can vary from one restaurant to another and depends on the number of orders the restaurants has to prepare. Keep in mind that on Sundays, it may take a little longer seen that restaurants are very busy.
It is also possible to select the time you wish to receive your order. You can select this on the checkout page. The selected time will be noted in the confirmation email.
We are not responsible for the restaurant's delivery times. If ever a restaurant can't respect a requested delivery time, they must contact the customer a.s.a.p. to inform them of the delay. If your order was not delivered on time, please call the restaurant on the phone number provided in the confirmation e-mail or contact our customer service.
How high are the delivery costs?
The delivery costs vary from one restaurant to another. Delivery costs are always fixed by the restaurants themselves. We have no influence on these costs.
What is the delivery area for each restaurant?
Each restaurant on our website determines their own delivery area (postcodes). This means that the offer can vary from one postcode to another in the same city. The restaurant has to communicate the correct postcodes to us.
No restaurants found in your area? Recommend your favorite takeaway restaurant to us and we will contact them as soon as possible. You may also subscribe to our newsletter to stay informed of all the new restaurants added in your area.
My order was delivered too late.
In case you order is not delivered on time, we advise you to first contact the restaurant on the phone number provided in the confirmation email. The restaurant is responsible for the preparation and delivery of your order. We are only an intermediate between you and the restaurant. We are just responsible for the transmission of the order. We make sure each order is rapidly and accurately sent to the selected restaurant.
If you get no reply from the restaurant, contact our customer service to make your complaint. We will find a solution for you and talk you through possible options.
I did not receive what I had ordered.
If something is wrong or missing in your order, we advise you to first contact the restaurant in order to give them the opportunity to resolve the problem and deliver the correct dishes.
Keep the confirmation email close by so that you have a reminder and proof of the products you ordered.In case a product is out of stock and you have already paid for your order online, contact our customer service. We will call the restaurant for verification and then refund the required amount.
My order was not delivered.
If your order was not delivered, there are two possible scenarios:
- The restaurant received the order but did not deliver it.
In this case, our confirmation system shows that the restaurant has confirmed the receipt of your order but the restaurant unfortunately did not deliver it. It is possible that your order was lost at the restaurant or that they decided for some reason not to deliver it. In any case, the restaurant is responsible for the delivery and must contact you to inform you. You should call the restaurant on the phone number provided in the confirmation email to find out what went wrong. We also ask you to send your complaint to our customer service, so that we can find out the exact reason why your order was not delivered and if necessary take action.
We have no influence on the delivery of your order. We expect every restaurant to prepare and deliver orders on time. In case of a change in the order or the delivery time, they must inform the customer. If you were not informed in time, please send your complaint to our customer service and we will contact the restaurant to discuss the problem.
- The restaurant is not responding
In this case our call center was not able to send your order to the restaurant because the restaurant was not responding. In this kind of situation we are unfortunately forced to cancel the order. We will always first try to contact you by phone, and if you don't pick up we will send you a cancellation email. For this reason it is very important that you enter a valid phone number and email address when ordering.