Help - Lancaster Eats
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Frequently Asked Questions


Has my order been accepted?

As soon as your order has been accepted and received, you’ll receive a confirmation email with an estimated delivery time. In cases where an order is not accepted, you will be notified immediately too. If you do not receive any confirmation of order status, then there may have been an issue with your order. Please, don’t hesitate to contact the takeaway directly, or failing that reach out to our customer service team. Alternatively, navigate to the order tab by selecting ‘My Account’ and you can see the live status of your order.


How can I cancel my order?

If you have not yet confirmed your order and made payment, just empty your basket or log out, and your order will not be processed. If you have already placed your order and made payment, please contact the takeaway directly as soon as possible, just so they know not to cook up your order. Once you’ve done so, please send us an email notifying us of the cancellation at This way, we can ensure you get your refund as quickly as possible.


How do I get in touch with Lancaster Eats?

You can reach out to us on Facebook messenger @lancasterEat. Alternatively, you can email us on You’ll be able to reach us 6am until 11pm 7 days a week.


How do I join Lancaster Eats?

Joining Lancaster Eats is quick and easy, and will only take a few moments of your time. Simply email us on and we will be in touch as soon as possible to arrange your set-up.


How do I pay for my order?

You are able to pay the good old fashioned way with cash in hand either at the takeaway for collection or once the delivery driver arrives with your food. Alternatively, you can use debit or credit card online and we also support Apple Pay payments.


I’m having trouble with making my payment?

Some payment issues may be solved simply by clearing your browser’s cache or switching to a different browser. You may also want to try alternative payment methods where possible. Some payment issues may arise because the transaction hasn’t passed or security checks or those of your provider. You may need to contact your provider directly in such cases to make sure you have available funds, or that they are no rejecting your payment for any other reasons. If you are unsure of how to resolve this issue still, perhaps contact a member of our customer service team via email, and we’ll see if there’s anything we can do our end.


My food didn’t arrive. What should I do?

Oh no! Please, contact our customer service team straight away on, and we’ll be able to assist you in getting to the bottom of this. Please make sure to quote your order confirmation number/email when doing so.


My order was cancelled and I’m awaiting a refund. How long might this take?

If you have paid for your order already and use a debit or credit card, this may take up to five working days. If you order was never accepted and was rejected immediately it is often the case that the money will be back available in your account within a few minutes. In some instances, the money may take up to five working days to become available again but this is very rare, this is because we only reserve the funds from your account until the order is accepted, so if it is rejected, our card processing company release those funds again immediately to your bank account provider.


My order was incorrect. What should I do?

We’re sorry your order was incorrect. We advise you to contact the takeaway directly to discuss this. You will be able to find their telephone number and call them directly through our app. If that doesn’t solve your issues, then please contact our customer service team on who can assist you. We appreciate this doesn’t change the fact your order was wrong, but we hope these actions may correct the issue, and also prevent it from happening in the future.


What do I do if my food was late?

Whilst every takeaway will aim to be timely, we apologise that occasionally there may be circumstances that cause some delay. The best thing to do is liaise with the takeaway directly if there are any delivery-related issues.


What if I want to change or remove my personal details?

Begin by visiting Lancaster Eats and logging in. Once you’ve logged in, go to your account. Here you will be able to view your current details and address book and edit those respective details freely. If you are wanting to remove a saved payment method then simply follow the usual process of placing an order, select card as your payment method and then click the red remove button next to the card in question.

Get In Touch


If you have any enquiries please contact us via email: