Restaurant Policies
1. Allergy Disclaimer
All meals are prepared in a shared kitchen environment. We do not guarantee that any item is free from allergens, including but not limited to nuts, dairy, gluten, soy, or shellfish. Customers with food allergies consume our products at their own risk.
2. Order Placement Policy
Orders must be placed at least 2 hours in advance and can be placed up to 7 days ahead.
Orders placed less than 2 hours before the desired delivery window will be fulfilled subject to availability and confirmation.
3. Payment Policy
Cash or card on delivery are the only accepted payment methods.
Please ensure you have the exact cash amount or a functioning card ready upon delivery to avoid delays.
4. Order Cancellation Policy
Orders cancelled at least 24 hours before the scheduled delivery time will not incur any penalties.
Orders cancelled less than 24 hours in advance or refused upon delivery will attract a 50% cancellation fee to cover ingredient procurement and preparation costs.
5. Refund Policy
Due to the nature of food products:
Refunds are not offered for change of mind.
If there is an issue with your order (e.g. wrong item delivered), please contact us within 2 hours of delivery, including clear photos. Approved refunds or replacements will be processed within 3 business days.
6. Delivery Policy
Deliveries are fulfilled within your scheduled delivery window. Please ensure someone is available to receive the order.
Our driver will wait a maximum of 5 minutes at the delivery location. If no one is available, the order will be marked as undeliverable and may attract a re-delivery fee or cancellation fee.
7. Food Safety & Storage
To maintain freshness and safety:
Consume or refrigerate meals within 2 hours of delivery.
Isle & Essence is not liable for adverse outcomes due to improper storage or delayed consumption.
8. Menu Changes & Availability
Our menu is seasonal and dependent on ingredient availability. Items may be substituted or unavailable without prior notice. We will always inform you of any significant changes to your order.
9. Behaviour Policy
We maintain a zero-tolerance policy for abusive, disrespectful, or threatening behaviour towards our staff or drivers. Service may be refused at our discretion to any customer who violates this standard.