Last updated: 24 July 2026
These Terms & Conditions apply when you place an order through the MELTED website or otherwise order directly from MELTED.
Email: info@eatmelted.co.uk
By placing an order with us, you agree to these Terms & Conditions.
1. Ordering
Orders are subject to acceptance and availability.
After you submit an order, you should receive confirmation through our online ordering system. We may contact you if there is a problem with your order, an item is unavailable or we are unable to fulfil your order.
We reserve the right to reject or cancel an order where reasonably necessary, including where:
- an item is unavailable;
- there is an obvious pricing or technical error;
- we cannot deliver to the address provided;
- we are unable to safely fulfil an allergy-related request; or
- circumstances outside our reasonable control prevent us from fulfilling the order.
Where we cancel an order that has already been paid for, the relevant amount will be refunded.
2. Prices and Payment
Prices shown on our website are in pounds sterling (£) and include applicable taxes where required.
Any delivery charges, service charges or other applicable fees will be displayed before you complete your order.
Payment must be made using one of the payment methods made available during checkout.
We take reasonable care to ensure prices and menu information are accurate. Where an obvious pricing error occurs, we may contact you before accepting or fulfilling the order.
3. Collection
Customers placing a collection order should collect their food from MELTED at the time stated or estimated in their order confirmation.
Preparation times shown online are estimates and may vary during busy periods.
Food quality may deteriorate where an order is collected substantially later than the stated collection time.
4. Delivery
Where delivery is available, you must provide an accurate and complete delivery address and contact number.
Delivery times shown when ordering are estimates rather than guaranteed delivery times. Factors including order volumes, traffic, weather and circumstances outside our reasonable control can affect delivery times.
We will take reasonable steps to deliver your order within the estimated timeframe.
You should ensure that somebody is available to receive the order. If we cannot complete a delivery because the address or contact information provided is incorrect, or nobody is reasonably available to receive the order, we may be unable to provide a refund.
Nothing in these terms affects your statutory consumer rights.
5. Cancellations
Our food is generally prepared specifically for each order and includes fresh and perishable products.
If you need to cancel an order, please contact MELTED as quickly as possible.
Where preparation has not started, we will normally try to accommodate a reasonable cancellation request.
Once preparation has begun, we may be unable to cancel or refund an order unless there is a problem with the food or service for which MELTED is responsible.
Any cancellation charge or amount retained will be reasonable and reflect the circumstances of the order and costs already incurred.
6. Problems With Your Order and Refunds
Please contact us as soon as reasonably possible if:
- an item is missing;
- you receive an incorrect item;
- your order is materially different from what you ordered;
- food arrives in an unacceptable condition; or
- you otherwise believe there is a problem with your order.
We may request reasonable information or photographs so that we can investigate the issue.
Depending on the circumstances, we may offer an appropriate replacement, partial refund or full refund.
Nothing in these terms limits your rights under applicable consumer law, including your rights where goods are not as described, of satisfactory quality or fit for purpose.
7. Allergies and Dietary Requirements
If you or anyone you are ordering for has a food allergy or intolerance, please check our allergen information before placing your order and make us aware of the allergy when ordering.
MELTED handles a range of ingredients containing allergens in its kitchen.
Information regarding the 14 regulated allergens is available through our allergen information.
Customers should not assume that an item is free from a particular allergen unless we expressly state this.
Menu descriptions, ingredient removals or customisations do not necessarily mean that an item is suitable for a person with an allergy.
Where an allergy is declared, we will follow our allergen procedures and advise you where we cannot safely accommodate a request.
Please contact MELTED before ordering if you are uncertain about the suitability of a product.
8. Menu Information
We make reasonable efforts to ensure menu descriptions, ingredients, photographs and other information are accurate.
Images are for illustration and presentation may vary.
Ingredients and suppliers may occasionally change. Allergen information will be updated where necessary, but customers with allergies should always refer to the current allergen information when ordering.
9. Promotions and Discount Codes
From time to time, MELTED may offer promotional codes, first-order discounts, loyalty rewards or other offers.
Unless stated otherwise:
- promotions cannot be exchanged for cash;
- promotions cannot normally be combined;
- minimum spends may apply;
- maximum discounts may apply;
- promotions may have an expiry date;
- promotions apply only to qualifying products and orders; and
- a promotion may be withdrawn or corrected where there has been an obvious error, misuse or fraud.
Any additional terms shown with a particular offer will also apply.
10. Loyalty Rewards
Where MELTED operates a loyalty scheme, qualifying orders may count towards rewards in accordance with the rules displayed when the scheme is offered.
Rewards may be subject to conditions including a minimum spend, maximum discount and expiry period.
We may reasonably amend or discontinue a loyalty programme, but we will not deliberately remove a reward that a customer has already validly earned without reasonable notice or justification.
11. Website Availability
We aim to keep our website and online ordering service available, but we cannot guarantee uninterrupted availability.
We may temporarily suspend or change parts of the website for maintenance, security, technical or operational reasons.
12. Liability
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
We are not responsible for losses that were not reasonably foreseeable when the contract was formed or for losses caused solely by circumstances outside our reasonable control.
Nothing in these terms affects your statutory rights as a consumer.
13. Personal Information
We process personal information in accordance with our Privacy Policy, available on our website.
14. Changes to These Terms
We may update these Terms & Conditions from time to time.
The version applying to an order will normally be the version published when the order is placed.
15. Governing Law
These Terms & Conditions are governed by the laws of Scotland.
If you are a consumer, you retain any mandatory legal protections and rights available to you.
16. Contact Us
For questions, complaints or problems with an order, contact:
MELTED
245 Glasgow Road, ML3 0QG
Hamilton, Scotland
Email: info@eatmelted.co.uk