This policy explains how Vasrel packages, ships and delivers your order.
How delivery works
Vasrel is a scheduled bulk service, not an instant one. Orders are prepared properly, collected by our own dispatch agents, and delivered on a set day rather than as fast as possible.
Your delivery day is shown in the app before you pay.
When your order arrives
Some orders go out the same day. Orders placed late in the day usually move to the next day, and anything that needs preparation time, like ice cream, is delivered the day after it's made.
Days and times shown in the app are what we're working towards, not guarantees. Traffic, weather and how long a chef or vendor needs can move them.
Orders that arrive in parts
If your order contains items with different preparation times, we may deliver it in more than one drop, sometimes on different days. You pay one delivery fee at checkout that covers the whole order however many drops it takes.
Delivery fees
The delivery fee is separate from the cost of the food, and it's locked at checkout. We don't add to it afterwards.
One fee covers the whole order, including baskets built from several vendors.
Being there to receive it
You need to be available at the address you gave, on the delivery day. We usually call ahead to confirm you'll be there before the run starts.
Our agent will wait up to an hour and will try to reach you on the number on your account. If we can't complete the delivery because you weren't available, we couldn't reach you, or the address was wrong, the order isn't refunded. The food has already been made or picked for you and we can't sell it again.
Delivery codes
We send you a code for every order. Give it to the agent when they arrive and that's what confirms delivery.
Only you can receive the order. Don't share the code with anyone else, including guards, neighbours or household staff. An agent will not hand over an order to someone who doesn't have the code.
Items that turn out to be unavailable
Occasionally something you ordered isn't available by the time we go to collect it. We deliver the rest of your order as normal and refund the value of what's missing.