Question 1

Why was my order cancelled?

Accepted Answer

Businesses sometimes cancel orders when products are unavailable and there are no suitable substitutes, or due to extreme weather. Just Eat reserves the right to cancel an order if we or our couriers cannot contact the recipient.

Question 2

Weighed Items: Frequently Asked Questions

Accepted Answer

Why does my order show an estimated price?

Some items in your basket, such as loose fruit, vegetables, meat, and deli products, are sold by weight.
The price at checkout is an estimate based on typical item weights. This estimate is shown in the “reserved for order adjustments” line item at checkout.
Once your order is picked, your total is updated to reflect the exact weight of what you received. You are only ever charged for what is delivered, never more than the estimated price. This estimate is clearly labelled in your basket, at checkout, and on your order confirmation.

How and when will I be charged?

When you place your order: We place a temporary hold on your payment card for the estimated total. You are not charged yet.
Once your order is picked up, the store confirms the actual weights, calculates your final total, and charges only that final amount to your card. The temporary hold is then released.
Please note: Since weighed items must be delivered, collection is unavailable. We can only accept payment methods that allow temporary holds, such as credit or debit cards.

What happens if my order is cancelled?

If your order is cancelled, the temporary hold on your card will be released automatically, and you will not be charged.

How can I see the final weight and price of my items?

You can track your items at every stage of your order:
Before picking: Your order details and receipt will show a rough weight for each item (e.g., "Approx 400 g") and a reminder that your total may vary slightly.
After picking: Once your items are packed, your receipt and order details will update to show the requested weight versus the final weight, the adjusted price for each item, and your final Total Paid.
Out-of-stock items: If any items are unavailable, they are listed separately so you can easily distinguish them from the weight adjustments for the items you received.

What if there is a problem with a weighed item?

If you have questions or notice a mistake in an item's price or weight, please contact our Customer Service team via the Help section of the app or website.
Our team can see the full breakdown of your items (including requested and final weights) to get things sorted for you quickly.

Issue with a weighed item?

If the weight of the item you received doesn’t match what you were charged, please let us know. Use the form below to submit a price query so that our team can look into it. Contact us within 24 hours of your delivery. To help us resolve this quickly, please include your order number and the delivery date.
Please note: Small weight variations are normal. We weigh items at the time of picking and adjust prices accordingly.

Was your item missing entirely?

If a weighed item didn’t arrive at all, go to your order in the app, scroll to the bottom, and tap Start a chat for assistance.

Question 3

Can I get an invoice for my order?

Accepted Answer

Yes. Please contact the business you ordered from for an order invoice. Contact our customer support team for details about the service and delivery charges for your order.

Question 4

How do I know if my order went through?

Accepted Answer

In the email confirmation sent to you after you placed your order, select Track your order to confirm your order’s delivery status. You will also receive an SMS confirming your order. If you use the Just Eat app, turn on push notifications to receive updates on your order delivery. If you have a Just Eat account, check the Orders section in the account menu.

If your order was not processed, please contact us. In your message, include the order date, the name of the business you ordered from, the email address on your account, and a screenshot of your order’s transaction details. You can also contact the business you ordered from directly.

Question 5

Can I return Groceries?

Accepted Answer

Yes. You can return or exchange non-perishable items by providing proof of purchase and following the return policy of the business you ordered from. Please contact our customer support team if you ordered from a third-party delivery business through Just Eat and want to return items.

Question 6

Can I add delivery instructions to my order?

Accepted Answer

Yes. You can leave delivery instructions on the checkout page. Once your order is confirmed, changes cannot be made through Just Eat, but you can always contact the restaurant, store or business directly if something needs updating.

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