Getting the food to your door.

1. Where we deliver

Beit Nana delivers across London zones, split into two operating zones by postcode:

• Zone A — postcodes starting N, NW and W. Delivery days: Monday and Wednesday.
• Zone B — postcodes starting SW, SE, E, EC and WC. Delivery days: Tuesday and Thursday.

At checkout we’ll ask for your postcode and confirm which zone you fall in. If your postcode isn’t covered, we’ll say so before you pay.

2. Delivery windows and cutoff

• Every delivery lands within a 6:00 pm – 9:00 pm window on your zone’s delivery day.
• The order cutoff is 11:00 pm the night before your delivery day. Anything placed after 11 pm goes into the next available slot.
• We don’t deliver on Fridays, Saturdays or Sundays. Rana cooks fresh on the four delivery days only.

3. Delivery fees

Delivery fees are calculated based on straight-line distance from our kitchen in N2 to your postcode. The exact fee is shown at checkout before you pay:

• Near tier (up to 5 miles) — reduced fee.
• Outer tier 1 (5–10 miles) — standard fee.
• Outer tier 2 (10+ miles) — extended fee.

We may offer free delivery over a minimum order threshold — if so, it’ll be advertised at checkout.

4. What if you’re not home?

Boxes contain fresh, chilled food that should be refrigerated promptly. If no-one’s at the delivery address:

• Our driver will attempt to reach you on the phone number you’ve provided.
• If you’ve given a safe-place instruction at checkout (porch, neighbour, concierge), the driver will leave the box there when it’s reasonable to do so.
• Without a safe place, the driver will take the box back. Because it’s freshly-cooked food that has already left the controlled cold chain, we can’t re-deliver it. In this case a refund is at our discretion — we’ll consider what happened and get in touch.

5. Late deliveries

Traffic, weather and one-in-a-hundred logistics happen. If we know we’re running late outside the delivery window, our driver will message the phone number on the order. If the delay pushes past 10 pm, you can request a full refund by replying to your order email — we’ll respond within the next working day.

6. Damaged, spoiled or missing items

If your box arrives damaged, missing items, or in a condition that isn’t right (leaked container, seal broken, food looks or smells off), email hello@beitnana.co.uk within 24 hours of delivery with:

• Your order number.
• Photos of the problem if you can safely take them.
• A short description of what you found.

We’ll issue a partial refund for the affected items or a full refund at your choice, usually the same or next working day.

7. Allergen incidents

Every dish label lists the 14 declared allergens it contains. We take allergen management seriously and follow Natasha’s Law labelling. If you experience an allergic reaction that you believe is connected to a Beit Nana meal:

• Seek medical attention immediately if the reaction is serious.
• Once you’re safe, email us at hello@beitnana.co.uk with your order number and a description. We’ll investigate promptly, review our processes, and refund the affected order in full. We may also report the incident to the local environmental health authority.

8. Cancellations by you

You can cancel a paid order any time before the 11 pm cutoff the night before your delivery day, for a full refund. Reply to your order confirmation email or write to hello@beitnana.co.uk.

After the cutoff has passed we’ve already bought ingredients and begun prep, so we can’t offer an automatic refund. If something changes on your end, get in touch anyway — we’ll see what we can do.

9. Cancellations by us

Occasionally we may need to cancel your order — a supplier doesn’t deliver, an ingredient isn’t up to standard, the driver is unwell and we can’t find cover, a genuine emergency. If we cancel, you get a full refund and we’ll let you know as soon as we can.

10. Food safety once it’s with you

• Refrigerate the food within one hour of delivery.
• Consume by the use-by date on each label. Once opened, follow the storage instructions on the packaging.
• Reheat according to the instructions on the box — typically until piping hot throughout, and never more than once.
• Once the food is with you and stored following these instructions, we can’t take responsibility for food safety issues that arise from missed storage steps.

See also our Terms & Conditions, Privacy Policy and FAQ.