Refunds & Cancellations

This page explains how cancellations and refunds work when you order from Shimla Grill.

Cancelling an order

Our food is prepared fresh to order. Once we have accepted your order and started preparing it, it usually cannot be cancelled.

If you need to cancel, please telephone us straight away. If we have not yet started preparing your order, we will do our best to cancel it and refund you in full.

If we cannot fulfil your order

If we are unable to fulfil your order — for example if an item is unavailable, we are unable to deliver to your address, or we have to close unexpectedly — we will contact you and refund you in full.

Problems with your order

If something is wrong with your order — an item is missing, incorrect, or the food is not as it should be — please contact us as soon as possible so that we can put it right.

Because we prepare fresh food, we cannot normally accept returns. If you believe food is unfit to eat, incorrect or damaged, please tell us promptly. We may ask you to keep the item so that we can look into it.

Depending on what has gone wrong, we may offer a replacement, a partial refund, or a full refund. This does not affect your statutory rights as a consumer.

How refunds are paid

Refunds are issued by Shimla Grill. Where you paid by card online, any refund is returned to the same card you paid with — we cannot refund a card payment in cash. Where you paid cash, any refund is handled by us directly.

Card refunds are processed through Stripe, our payment provider. Once a refund has been issued it may take several working days to appear on your statement, depending on your bank or card issuer.

How to request a refund

Please contact Shimla Grill directly using the contact details on this website, and have the following to hand:

• Your order number
• The date and time you placed the order
• The amount you paid
• Your name and telephone number
• A clear description of the problem

We will look into it and let you know the outcome as quickly as we can.

Your statutory rights

Nothing on this page affects your legal rights as a consumer under UK law.