Every order is cooked after we receive it. This page explains when an order can be cancelled and when we give your money back.
1. Cancelling an order
- Before we start cooking (status “Order received”) — cancel free of charge. Call or WhatsApp us with your order number.
- Pre-orders — cancel free of charge any time before the cooking time.
- Once cooking has started (“Preparing” or “Out for delivery”) — the food has been made, so we usually can't cancel, unless the problem is on our side.
- If we can't fulfil an order (an item has run out, we can't deliver to your area, or any other reason), we cancel it and refund the full amount, including delivery.
2. If something is wrong with your order
Wrong item, missing item, damaged packaging or a quality problem:
- Tell us within 1 hour of delivery — call +880 9658 788505, WhatsApp 01904070111 or email support@freshlya.com.
- Send your order number and, if you can, a photo of the food or packaging.
- Once checked, we will send the item again or refund that item — whichever you prefer.
Taste and spice level are personal, so we can't refund simply because you didn't like a dish — but we always want to hear your feedback.
3. How refunds are paid
- bKash / Nagad: to the number you paid from, usually within 3 working days of approval.
- Card (SSLCommerz): back to the same card within 7–10 working days of approval, depending on your bank.
- Cash on delivery: refunded by bKash/Nagad, or credited to your next order if you prefer.
- Money taken but no order created? Tell us — after checking, we refund the full amount.
4. Cash on delivery
If a cash-on-delivery order is refused at the door without a reasonable cause, future orders from that phone number may need to be paid online.
5. Contact
Phone: +880 9658 788505 · WhatsApp: 01904070111 · Email: support@freshlya.com
Freshlya Fusion Café, Thana Road, Savar, Dhaka.