FAQs


Placing an Order

How do I order?

At Lieferhome.de you can order food in 3 simple steps:

1. Enter your location.

2. Choose your restaurant and food.

3. Pay and get your food delivered.

Tip: If you register with Lieferhome.de, you do not have to put your data in again every time.

How do I change my order?

Once your order has been placed it is directly sent to the restaurant. If you wish to change your order, you will therefore need to call the restaurant on the phone number provided in the confirmation email. Seen the short lapse of time in which restaurants prepare orders, you can unfortunately not change your order through Lieferhome.de.

If you have paid for your order online, you must cancel the order and place a new order with the correct products. In this case, don't forget to contact our customer service, so that we can refund the total amount of the cancelled order (after confirmation from the restaurant).

How do I cancel my order?

To cancel an order, you must immediately contact the restaurant. You will find the phone number in the confirmation email. A cancellation is not always possible through Lieferhome.de because the restaurant must directly be informed about the cancellation.

If you paid your order online, you must inform Lieferhome.de of the cancellation by contacting our customer service. Lieferhome.de will check the cancellation with the restaurant and refund the total amount of the order. This refund can take up to 10 days depending on the payment method.

How is my order confirmed?

Once you have placed your order, you will receive a confirmation email sent to the address you entered while ordering. Keep this email and your order number in case you have any questions or remarks regarding your order. When you have received the confirmation email, Lieferhome.de does all the rest. Just sit back, relax and enjoy your meal!

I have not received a confirmation.

If you receive an order number after placing your order, then your order has been submitted. The confirmation email is probably just in your spam rather than in your inbox.

If you did not receive an order number either, contact our customer service to find out if your order is being processed or not. Please provide us with the e-mail address you entered when ordering and the name of the selected restaurant.

Where can I specify special requests for my food?

We try our very best to have all possible options available through choice boxes in our menus.

In addition you can add remarks per food item. First you put the item in the basket. If you then show the basket, you have the possibility to add a remark per item. To do that you press the little pen to the left of the food item. You can now write all remarks only for this food in the box. Ready? Press "Add". Changed your mind? With this function you can also change or delete your remarks.

Any general information, like explanations for your address or delivery? Let the restaurant know in the last step of your order. There you will find an input box "remarks" to let the restaurant know.

Payment

How can I pay for my order?

Various payment methods are available:

1. Cash

Select 'cash' on the checkout page and then pay the driver at your doorstep.

2. PayPal

Select 'PayPal' on the checkout page. Click on 'Place order'. You will be redirected to the secured PayPal-forms, where you can follow its instructions. Once the payment is confirmed, the order arrives in our system and is directly sent to the restaurant.

3. Sofort. (Klarna.)

Select 'Sofort.' on the checkout page and choose your bank. Click on 'Place order'. You will be redirected to Klarna.'s secured page to complete the payment through internet banking. Once the payment is confirmed, the order arrives in our system and is directly sent to the restaurant.

4. Credit Card (American Express/Master Card/ VISA)

Select 'American Express', 'Master Card' or 'Visa' on the checkout page. Click on 'Place order'. You will then be redirected to our secure SSL pages to complete the payment. Once the payment is confirmed, the order arrives in our system and is directly sent to the restaurant.

How do I redeem my voucher?

You can add a discount voucher to your order when filling in the order details. Under the payment methods you can click "Do you have a voucher?". A box will appear where you can fill in your voucher code. The amount will be automatically deducted from your order amount.

How high are the transaction costs?

Lieferhome.de is transparent about the transaction costs. The transaction cost is displayed below each payment before finalizing the order. The charges applied never exceed the costs Lieferhome.de has to make itself to be able to provide the payment method to you.

My online payment failed

If you think the online payment has failed, always check if you have received a confirmation email. This email will enable you to see if your order has been submitted and if the order is already paid for or not.

The confirmation e-mail is directly sent once the payment is complete. This may take a little longer if the payment is being processed by the bank, the credit card company or any other payment company. This can take up to 15 minutes.

If after 15 minutes you still have no confirmation email in your inbox, contact our customer service. They will tell you if the order and the payment have succeeded.

How secure are online payments on Lieferhome.de?

When processing online payments on Lieferhome.de, we use secure SSL pages. This means that these pages ensure the protection of your personal and payment details. This way you can be sure that this information is only visible to you and to us, for the processing of your order.

What happens with my online payment after my order was cancelled?

If you cancel your order in time (before the restaurant is proceeding to deliver the order), or when Lieferhome.de or the restaurant cancels your order, the paid amount will be refunded to your bank account or credit card. Depending on the chosen payment method this process can take up to 10 days maximum. Refunding a credit card or PayPal payment happens within a few minutes.

If you think you're entitled to have your money refunded, always contact our customer service.

If you're too late cancelling the order, and the restaurant already proceeded to deliver it, we cannot refund your payment.

Delivery

What happens after I have placed my order?

The order arrives in our system and is directly sent to the chosen restaurant. After a few seconds the restaurant receives the order by fax, email or our own software T-Connect. If the restaurant has no connection, your order will be passed by phone by a member of our call center. This way you can always be sure that your order will be correctly sent to the chosen restaurant.

Once the restaurant has received all the details of your order, it is their responsibility to prepare and deliver your meal. Lieferando.de is only responsible for the sending of the order, not for the final product (service, quality of the food and delivery).

What happens if the restaurant is exceptionally closed and that they forgot to inform Lieferando.de? We will immediately contact you by phone to cancel your order. If we are unable to reach you by phone, we will send you a cancellation email.

How long does a delivery take?

On average, it takes 45-60 minutes in between the moment when the order is placed and the moment it’s delivered. The delivery time can vary from one restaurant to another and depends on the number of orders the restaurants has to prepare. Keep in mind that on Sundays, it may take a little longer seen that restaurants are very busy.

It is also possible to select the time you wish to receive your order. You can select this on the checkout page. The selected time will be noted in the confirmation email.

We are not responsible for the restaurant’s delivery times. If ever a restaurant can’t respect a requested delivery time, they must contact the customer a.s.a.p. to inform them of the delay. If your order was not delivered on time, please call the restaurant on the phone number provided in the confirmation e-mail or contact our customer service.

How high are the delivery costs?

The delivery costs vary from one restaurant to another. Delivery costs are always fixed by the restaurants themselves. We have no influence on these costs.

What is the delivery area for each restaurant?

Each restaurant on our website determines their own delivery area (postcodes). This means that the offer can vary from one postcode to another in the same city. The restaurant has to communicate the correct postcodes to us.

No restaurants found in your area? Recommend your favorite takeaway restaurant to us and we will contact them as soon as possible. You may also subscribe to our newsletter to stay informed of all the new restaurants added in your area.

My order was delivered too late.

In case you order is not delivered on time, we advise you to first contact the restaurant on the phone number provided in the confirmation e-mail. The restaurant is responsible for the preparation and delivery of your order. We are only an intermediate between you and the restaurant. We are just responsible for the transmission of the order. We make sure each order is rapidly and accurately sent to the selected restaurant.

If you get no reply from the restaurant, contact our customer service to make your complaint. We will find a solution for you and talk you through possible options.

I did not receive what I had ordered.

If something is wrong or missing in your order, we advise you to first contact the restaurant in order to give them the opportunity to resolve the problem and deliver the correct dishes.

Keep the confirmation email close by so that you have a reminder and proof of the products you ordered. In case a product is out of stock and you have already paid for your order online, contact our customer service. We will call the restaurant for verification and then refund the required amount.

My order was not delivered.

If your order was not delivered, there are two possible scenarios:

1. The restaurant received the order but did not deliver it.
In this case, our confirmation system shows that the restaurant has confirmed the receipt of your order but the restaurant unfortunately did not deliver it. It is possible that your order was lost at the restaurant or that they decided for some reason not to deliver it. In any case, the restaurant is responsible for the delivery and must contact you to inform you. You should call the restaurant on the phone number provided in the confirmation email to find out what went wrong. We also ask you to send your complaint to our customer service, so that we can find out the exact reason why your order was not delivered and if necessary take action.

We have no influence on the delivery of your order. We expect every restaurant to prepare and deliver orders on time. In case of a change in the order or the delivery time, they must inform the customer. If you were not informed in time, please send your complaint to our customer service and we will contact the restaurant to discuss the problem.

2. The restaurant is not responding
In this case our call center was not able to send your order to the restaurant because the restaurant was not responding. In this kind of situation we are unfortunately forced to cancel the order. We will always first try to contact you by phone, and if you don’t pick up we will send you a cancellation email. For this reason it is very important that you enter a valid phone number and email address when ordering.

My account

What are the advantages of an account?

You are not obliged to create an account, but it is very handy. The advantages are multiple:

• All your order history is saved and you can look at it at any time

• Add home/work addresses so that you can rapidly select your desired delivery location. Very handy if you like to order food from different places, at home, at work, with friends for example.

• A complete list of all your favorite restaurants. This helps you order even faster at your favorite takeaway.

• Of course you can always alter your personal details in your account.

• You can use your account via web browser and our Apps

How do I create an account?

On the right hand side up in the corner of our web browser you can find a menu. If you do not have an account click "create account". Fill in the required boxes. Then press send. You can also do this via our APP.

It is also possible to login with Facebook.

It is not obligatory to create an account. You can always order without having an account or without logging in.

I forgot my password.

You have already created an account but you can’t remember your password? Click on ‘Login’ at the top of the page. Then click on ‘Forgot Password?’. Fill out your email address and a new password will be sent to you by email.

Our APP has the same option for you available.

Do I need an account to place an order?

No, if you want to order a meal on our website you don’t have to create an account. For us, ordering food online should be quick and easy. So if you don’t wish to have an account you can still place an order.

How do I delete my account?

In case you would like to delete your account please contact our customer service team. To remove your account, we need the following information: your first and last name, and the email address which is connected to your account.

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