FAQ

  • What is Faitheaz Kitchen?

    Faitheaz Kitchen is dedicated to providing authentic African cuisine, offering a variety of freshly prepared dishes that reflect the rich culinary traditions of Africa. We deliver nationwide across the UK.

  • Which areas do you deliver to?

    We deliver across the entire United Kingdom. We also offer pick-up/Uber delivery from our Leyland Kitchen.

  • When is the best time to place my order?

    We recommend ordering 48 to 72 hours in advance to allow us to freshly prepare your meal and freeze it before posting via a 24-hour next-day delivery service. The general rule is to plan ahead and place your order as soon as possible (2-7 days turnaround). For pickup from our Leyland kitchen, 48 hours' notice is sufficient.

  • What types of dishes do you offer?

    Our menu includes a wide selection of traditional dishes such as Jollof rice, Ekuru, Waakye, Sadza, Egusi, Efo riro, and various Nigerian snacks, among others. we also provide continental dishes on request.

  • Do your dishes come with proteins?

    Yes! Most of our soups, stews, and traditional dishes include proteins as part of the serving. For all 1-litre dishes, you will receive an average of 2 standard pieces of protein per litre.
    Please note that rice dishes do not automatically come with proteins unless specifically added as an extra. Exemptions may apply depending on the dish.

  • Do you offer catering services?

    Yes, we provide bespoke catering services for events, and celebrations of all kinds and sizes. Our team can customise the menu to suit your needs.

  • How can I place an order?

    Orders can be placed through our website, Whatsapp or by contacting our customer service team. We recommend placing your order in advance to ensure availability.

  • How do you ensure the quality and freshness of the food?

    We prepare our dishes using fresh ingredients and traditional cooking methods to maintain authenticity and quality. Each order is made fresh prior to delivery.

  • Are there vegetarian or vegan options available?

    Yes, we offer vegetarian and vegan options on our menu. Please specify any dietary requirements when placing your order.

  • Do you cater for allergies?

    We take food allergies seriously. Please inform us of any allergies or dietary restrictions when placing your order so we can accommodate your needs.

  • What payment methods do you accept?

    We accept various payment methods, including credit and debit cards. Please check our website for the full list of acceptable payment options.

    All payments must be completed before we can process your order.

  • What is your cancellation policy?

    Cancellations are allowed up to 24 hours after a booking is confirmed for all reservations made three months in advance. If a cancellation occurs 2-3 months prior to the event, a fee of 35% of the total cost will apply. Cancellations made 1-2 months before the event will incur a charge of 50% of the total cost. Cancellations received less than one month before the event will be charged at 100% of the total cost. For further assistance, please reach out to our team.

Cancellation and Refund Policy

Return & Refund Policy

Last updated: 1st of january 2024

At FaithEaz Kitchen, we pride ourselves on delivering high-quality, freshly prepared meals and exceptional catering services. Because our products are perishable and custom-made, our return and refund processes follow UK food-safety regulations and best practices.

1 Perishable Food Items

(Meal Prep • Weekly Orders • Frozen Meals • Event Food)

Because all food items are prepared fresh and made to order: we do not accept returns or exchanges on any food products.

This includes:

  • Freshly prepared meals and weekly orders
  • Frozen meals and meal prep items
  • Event catering food and custom menu items
  • Rice dishes, soups, stews, meats, pastries, canapés and similar dishes

This is to ensure food hygiene, customer safety and compliance with UK Food Standards Agency guidelines.

2 Order Cancellations (Meal Prep & Delivered Meals)

More than 24 hours before delivery/collection

  • You may cancel your order.
  • A refund or credit may be issued at our discretion, taking any costs already incurred into account.

Within 24 hours of delivery/collection

  • No refund is available, as ingredients have already been purchased and preparation has begun.

Same-day cancellations

  • No refund will be issued.

3 Event Catering Bookings

(Weddings • Parties • Corporate & Private Events)

Deposits

  • All deposits paid to secure event dates are non-refundable.
  • Your date, staff, menu planning and resources are reserved immediately upon booking.

Balance payments

  • More than 30 days before your event: you may be eligible for a partial refund, excluding the deposit and any costs already incurred (ingredients, tastings, staffing, rentals, etc.).
  • Within 30 days of your event: no refund will be issued, as preparation, staffing and procurement are already underway.

Rescheduling

  • We will do our best to accommodate a change of date, subject to availability.
  • New dates and any additional costs must be agreed in writing.

4 Incorrect or Missing Items

If there is an issue with incorrect or missing items in your order, you must notify us within 2 hours of delivery or collection.

We may offer, at our discretion:

  • A replacement
  • A partial refund
  • A credit note towards a future order

We may request:

  • Photos or video evidence of the issue
  • Return of any incorrect items where safe and applicable

5 Quality Concerns

We maintain the highest standards of food safety and preparation. If you believe there is a problem with the quality of your food:

  • Contact us immediately.
  • Provide photos, details and your order information.
  • Do not dispose of the food until we advise you to do so.

We will review your concerns promptly and work with you to reach a fair resolution.

6 Non-Food Items (Accessories & Merchandise)

Unused non-food items (such as accessories or branded merchandise) may be returned within 14 days of purchase.

  • Items must be in their original condition and packaging.
  • The buyer is responsible for return postage.
  • A refund will be issued after inspection and approval.

7 Digital Products

(Menus • Templates • Guides)

All digital products are non-refundable once delivered or downloaded.

8 Delivery Issues (Courier & Posted Frozen Items)

We work with trusted third-party couriers to deliver certain orders and frozen items. While we always aim for timely delivery, please note:

  • Courier delays are outside our direct control.
  • We will assist with tracking and communication with the courier where possible.
  • Refunds cannot be issued purely for delays unless the food becomes unsafe to consume and sufficient evidence is provided.

Frozen and chilled items are packed appropriately, but delays may affect temperature. Please contact us immediately if you have any concerns on arrival.

9 Contact Us

If you have any questions about this policy or need to report an issue with your order, please contact us:

FaithEaz Kitchen
Phone: 07902 578 929
Email: info@faitheazkitchen.co.uk
Website: www.faitheazkitchen.co.uk