Frequently Answered Questions

What is Deliveroo?

Our mission is to bring the world's local restaurants into everyone's home or office - fast.

Deliveroo lets you order amazing food from the best loved local restaurants who otherwise may not offer delivery.

We work with hundreds of restaurant chains and many top quality independents to deliver their food to your home or office. Our customers are as passionate about great food as we are!

We have a fantastic team of drivers who take pride in getting your food to you as quickly as roo-ly possible. We call them the Roowomen and Roomen.

What is the story behind Deliveroo?

After moving from New York to London, our mighty foundeROO was surprised to find that it was nearly impossible to get great quality food delivered. So he made it his personal mission to bring great restaurants closer to their customers.

Oh, and the name? Kangaroos are known to be incredibly protective of their young. At Deliveroo we are equally protective of your dining experience.

How does Deliveroo work?

It's really quite straightforward - simply enter your postcode on the homepage, and we'll show you all the great restaurants that deliver to you. Choose the restaurant that tickles your fancy, put together your order, enter your address and payment details, and that's it - we'll get your food to you as soon as possible!

What kind of restaurants are listed on Deliveroo?

We personally curate a high-quality and diverse selection of restaurants in your area. This can range from a top neighbourhood Italian trattoria to well-regarded national burger chain. The only thing you will not find on Deliveroo is low-quality takeaway restaurants.

What times can I order for?

We deliver every day from noon to 23:00.

How is the food delivered to me?

Once you place an order, one of our capable Roowomen and Roomen will head to the restaurant to pick up your meal. With a hop, skip and a jump they will then deliver your order to you!

Why doesn't Deliveroo accept cash?

People still use cash? Really, son? This is the new millennium, we don’t party like it’s 1999.

In all seriousness - we only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for our Roowomen and Roomen, too. Feel free to tip your driver in cash, however.

Do I have to tip?

Whether you tip or not is completely up to you, but of course is always appreciated and encouraged. You can tip via your card when placing your order, or tip in cash when the driver delivers your food. Our Roowomen and Roomen receive 100% of all tips - we don’t keep any of it!

Is there a minimum order value?

The minimum order value varies depending on the restaurant you order from. It's typically $85.00.

Is there a delivery charge?

For orders over a $85.00 subtotal, we currently charge a $20.00 Delivery Fee.

You can still place orders for less than $85.00 subtotal, however a $35.00 surcharge will be added to your Delivery Fee.

How do I redeem a voucher code?

If you’re lucky enough to have a voucher code, you can redeem this on the app. New customers can use the website, too.

If you’re using the app, click into your account and pop your code into the ‘Enter a Promo Code’ field. On the website, hit ‘Add a Code’ at the checkout stage. And that’s it, cheaper eats on us!

Do you charge the same prices as the restaurant does in the restaurant?

We encourage our restaurants to always use the same pricing for delivery as they do for their in-house menu, although there may be exceptions. If you have any questions about menu pricing, please contact the restaurant directly.

Can I place orders in advance?

Yes, of course! You can schedule orders for up to one day in advance and choose any delivery time from midday onwards that suits you best.

Can I collect my order?

Unfortunately we don’t currently offer collection, however this is something we would like to offer in the future.

How is the food packaged?

Packaging always depends on the type of food and restaurant you are ordering from. Our restaurants take great care to use packaging that maintains the food temperature for as long as possible.

If you have suggestions regarding the packaging/appearance of the food, please contact us on support@deliveroo.hk and we will relay your thoughts to the restaurant. You can also contact the restaurant directly if you wish.

What if something is wrong with my order?

We have a dedicated customer service team that looks after your entire Deliveroo experience from the moment you place an order on our website through to it arriving at your doorstep. However, we do understand that sometimes things might go wrong. In the rare case that this happens, you can always contact us at support@deliveroo.hk or on +852 5808 8718 and we will look into this for you.

What if I forgot to add something to my order?

Contact our customer service team at support@deliveroo.hk or on +852 5808 8718 and we’ll do our best to make sure you get all the items you want added to your order.

What if my order is late?

Our Roowomen and Roomen are always hopping along as quickly as they can, but sometimes things outside of our control can cause a delay. Where we can, we will always try and proactively call you if we feel that your order might not arrive within the estimated time of delivery, and our team will be working to get your order to you as quickly as possible.

What if I am not around when the delivery driver arrives?

If you think you won’t be at the delivery address in time to receive your order, please let us know by emailing support@deliveroo.hk or calling +852 5808 8718.

Our driver will always try to call you if there is an issue once they reach your delivery address. If they are unable to get hold of you, our customer service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates.

If we cannot contact you and are unable to deliver the order, our delivery driver will wait for up to 10 minutes before leaving the area to complete the next order. In this event we are afraid that you will still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

I'm not a new user. Can I get free credit if I sign up?

Sorry, this offer is only valid for new users of Deliveroo. And don't keep making accounts, we'll know! (And you wouldn't like us when we're angry). To find out more, please go to our T&C's.

I can't see an invite link? Where is it?

You need to have ordered a certain number of times to get your invite link. Keep ordering and it will magically appear!

What if I have allergies?

If you have specific allergies and are concerned about any items on the menu, please contact the restaurant directly.

Why aren't you delivering to my area yet?

We are rapidly expanding throughout the country and will hopefully be working with restaurants near you soon!

Does Deliveroo offer company accounts?

We have a dedicated team who will be more than happy to assist you with your office catering and events needs. Get in touch with us at corporate@deliveroo.hk.

Have you got the app?

Get yours now - available on the iOS and Android app stores!