If you are unable to fulfil a dish on an order, you must notify us as soon as possible by completing our pre-filled dish substitution form. This link is also available in the banner on the home page of our website. Please do not use live chat to notify us about dish substitutions.
Please take care to add your 6-digit order number in the relevant field. Then, fill out the 'Description' box as prompted.
Please do not ask our Customer Care Team to choose an alternative item from your menu - you know your menu, so are best-placed to recommend an alternative. It's important that proposed substitutions should match the dietaries and allergens of the unavailable item, e.g. if the unavailable dish is vegan, the proposed replacement dish should also be vegan.
Labelling Substituted Items
If you need to substitute an item:
- Use the original Just Eat for Business label
- Cross out the original item name and allergens
- Write the new item name clearly
- Add a brief explanation
Example:
Original: Vegan Smoke Bowl (Cross out with a pen) Label: Vegan Bowl Note: "Vegan Smoke Bowl out of stock"
Often, dish substitutions are caused by out-of-date menus, or menus not being scheduled correctly. Please refer to the following articles for support: