1) Delivery Coverage
El Dahan provides delivery within the coverage zones served by available branches. Coverage may vary by branch and is confirmed automatically based on the delivery address you enter during checkout.
2) Preparation & Delivery Time
An estimated delivery time is shown during checkout and may vary based on: order volume, traffic conditions, distance from the nearest branch, and order timing (peak/holidays). The estimate is operational and may increase or decrease according to circumstances.
3) Delivery Fees
Delivery fees are calculated automatically based on your location/area and are displayed clearly before you confirm payment. Fees may change depending on distance or applicable offers/coupons.
4) Order Receipt
At handover, please check: item count, packaging integrity, and any add-ons/special requests (if any). If there is any issue, contact Customer Service immediately.
5) Customer Service Contacts
Hotline: 16194. You may also submit a complaint/inquiry via the website’s customer service form or live chat.
Important Note (Food Safety)
Given the nature of food products and safety considerations, we do not accept “food returns” in the traditional sense after receipt; however, we commit to fair compensation when a verified error or problem exists in the order.
1) Order Cancellation
Cancellation can be requested before preparation starts. If preparation has already begun, cancellation may not be possible, or preparation/operational costs may be deducted depending on the order status.
2) Cases Eligible for Compensation (Replacement/Completion/Refund)
We review and process issues in the following cases: incorrect item delivered; missing items; clear damage or material quality issue upon receipt.
3) Reporting Window
You must report within 30 minutes of receipt (or immediately upon receipt for butcher/grill-ready items), quoting the order number and details. Photos of the order/packaging may be requested to expedite verification.
4) Compensation Method
Depending on the issue and Customer Service assessment, one of the following may apply: send the missing item (where possible); replace or re-send the item; refund the item/order value in specific cases.
5) Refund by Payment Method
Online payments (card/e-payment): refund to the same payment method; posting time depends on the bank/payment provider.
Cash on delivery: compensation is usually made via cash (through courier/branch) or as credit/voucher—as agreed with Customer Service.
6) Cases Not Covered
Taste preference where the product is sound and matches its description (a sensitive operational point in food).
Delivery delays caused by inaccurate address details / no phone response / inability to reach the customer.
Orders modified or accepted by the customer at receipt without immediate reporting of a clear issue.
Policy Updates
El Dahan reserves the right to update this policy as needed. The latest version displayed on the website at the time of ordering applies.
