Pickup & Takeaway Policy

Last updated: August 2026

1. Introduction

This policy explains the terms and conditions that apply to pickup and takeaway orders placed through our website (https://www.redchillies.be). All orders placed through the Website are for pickup/takeaway from our restaurant. We do not currently offer a delivery service.

2. Pickup Location

All orders are to be collected from our restaurant at:

Red Chillies
Leuvensesteenweg 265
1932 Zaventem, Belgium

3. Opening Hours

Orders can only be placed and collected during our opening hours:

Monday: Closed
Tuesday to Sunday: 12:00 – 14:30 and 17:30 – 21:30

Opening hours may vary on public holidays or during exceptional circumstances. Any changes will be communicated on our website.

4. Estimated Pickup Times

When your order is confirmed, you will receive an estimated pickup time. This time is calculated based on current preparation workload and the items in your order.

Please note that pickup times are estimates only and are not guaranteed. Actual preparation times may vary due to:

Unusually high order volumes (for example, during peak hours, weekends, or public holidays);
The complexity of your order;
Circumstances outside our reasonable control.

We will make every reasonable effort to have your order ready by the estimated time. If there is a significant delay, we will try to contact you.

5. How Pickup Works

Place your order through our website and complete payment online.
You will receive an order confirmation with an estimated pickup time.
Come to the restaurant at or shortly after the estimated pickup time.
Provide your order number or name to collect your order.
We recommend checking your order before leaving the restaurant to ensure it is complete and correct.

6. Customer Responsibilities

6.1 Contact Information

Please provide a valid telephone number and email address when placing your order so that we can contact you if there is an issue with your order or a change to the estimated pickup time.

6.2 Timely Collection

Please collect your order within a reasonable time of the estimated pickup time. If you are running late, please contact us so we can make appropriate arrangements.

6.3 Checking Your Order

We recommend that you check your order at the time of collection to verify that all items are present and correct. If you notice any problems, please let us know immediately so we can resolve the issue on the spot.

7. Uncollected Orders

If you do not collect your order within approximately 30 minutes after the estimated pickup time, and you have not contacted us to inform us of a delay, the food may be disposed of. Because the food was prepared specifically for your order and is perishable, a refund will not normally be available in this situation.

8. Food Safety After Collection

We take reasonable steps to ensure that food is packaged appropriately for takeaway. However, once the food has been collected by you, responsibility for safe storage and timely consumption passes to you.

We recommend consuming your order as soon as possible after collection. We are not liable for any issues arising from improper handling or storage of the food after collection.

9. Problems with Your Order

If you discover that your order is incorrect, incomplete, or has a quality issue, please contact us as soon as possible — ideally on the same day. To help us investigate, please provide:

Your order number;
A description of the issue;
Photographs of the affected items, where possible.

Depending on the circumstances, we may offer a replacement, partial refund, or full refund. Please refer to our Refund Policy and Return Policy for further details.

10. Exceptional Circumstances

During periods of severe weather, public events, power outages, or other exceptional circumstances, preparation times may be significantly longer than usual, or order acceptance may be temporarily suspended. In such cases we may:

Temporarily stop accepting new orders;
Notify you of an extended pickup estimate;
Cancel the order and issue a full refund if we are unable to fulfil it.

11. Delivery

We do not currently offer a delivery service. All orders must be collected from the restaurant. If we introduce a delivery service in the future, this policy will be updated accordingly.

12. Contact Information

For pickup enquiries, to report a problem, or for any questions about this policy:

Red Chillies
SONID SRL
Leuvensesteenweg 265
1932 Zaventem, Belgium
Email: info@redchillies.com
Telephone: +32 2 479 10 67