Effective date: 20 July 2026

We want you to be happy with every order. Because we sell food and perishable items, some special rules apply. Please read this policy carefully.

1. Cancelling an order

  • You can cancel an order free of charge before we have started preparing or shipping it. Contact us as soon as possible by phone or WhatsApp at +20 10 98612111.
  • Once food preparation has started or the order has been dispatched, it can no longer be cancelled.

2. Food and perishable items

For health and safety reasons, prepared food, fresh items, and other perishable products cannot be returned or exchanged once they have been delivered — unless there is a problem caused by us (see section 4).

3. Non-perishable items (kitchenware and packaged goods)

  • Unused, undamaged items in their original packaging may be returned within 14 days of delivery.
  • The following cannot be returned: items that have been used, opened consumables, and any product marked as non-returnable.
  • Return delivery costs are the customer’s responsibility unless the item was faulty or incorrect.

4. Wrong, damaged, or defective orders

If your order arrives incorrect, damaged, spoiled, or defective, we will make it right. Please contact us within 24 hours of delivery, with photos if possible. We will offer, at our discretion:

  • A replacement of the item, or
  • A full or partial refund.

5. How refunds are issued

  • Approved refunds are issued to your original payment method, or by another method we agree with you (for cash-on-delivery orders).
  • Refunds are usually processed within 7 to 14 business days after we approve your request. Your bank or payment provider may take additional time to show the amount.
  • Delivery fees are non-refundable unless the problem was caused by us.

6. Reservation cancellations

If you booked a table and can no longer come, please let us know as early as possible so we can offer the table to other guests.

7. How to request a refund or return

Contact us with your order number and details:

Phone / WhatsApp: +20 10 98612111
Email: info@portobello-eg.com
Address: El-Shaheed Atef El-Sadat, Port Said, Egypt