About Deliveroo

What is Deliveroo?

Deliveroo is on a mission to transform the way you order food. We partner with the best restaurants in the business – from local hotspots to national favourites – and bring you the food you love, right to your door.

With thousands of choices and a fleet of our own delivery riders, we’ll have your order with you in an average of 32 minutes.

What is the story behind Deliveroo?

Deliveroo is a British tech success story. After moving from New York to London, our founder was surprised to find it was nearly impossible to get great quality food delivered. So he made it his personal mission to bring great restaurants closer to their customers.

We now operate in over 100 towns and cities across the UK, employing over 600 software engineers and employees in our UK headquarters, working with more than 8,000 partner restaurants and engaging 15,000 riders.

Using Deliveroo

How does it work?

You can order either on the website or by using the Deliveroo app, available on iOS and Android. Simply add your postcode to find all the great restaurants delivering in your area, choose your food and place your order.

Once the restaurant receives your order, they’ll get to work preparing your food and then carefully package it. Once it's all ready to go, a Deliveroo rider will pick it up and bring it to you.

If you want to be super-organised, you can also order up to 24 hours in advance with a scheduled delivery.

What kind of restaurants are listed on Deliveroo?

We personally curate a high-quality and diverse selection of restaurants in your area. This can range from a top neighbourhood Italian trattoria to well-regarded national burger chain. The only thing you will not find on Deliveroo is low-quality takeaway restaurants.

What times can I order for?

We deliver every day from morning until late at night, and different restaurants will have different opening times. Visit the homepage or the app to see which restaurants are available in your area.

How is the food delivered to me?

Once you’ve placed your order, it’s sent directly to the restaurant for them to prepare and package. Once it’s ready, a Deliveroo rider will pick up your order and bring it to your delivery address.

Why doesn't Deliveroo accept cash?

We only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for riders too. Feel free to tip your rider in cash.

Do I have to tip?

Whether you tip or not is completely up to you. You can tip in the app when placing your order or tip in cash when the rider delivers your food. Riders receive 100% of all tips.

Is there a minimum order value?

The minimum order amount can vary depending on which restaurant you’re ordering from. If there’s a minimum order amount, you’ll be informed at checkout before you place your order.

How do I redeem a voucher code?

If you have a voucher code, you can redeem this in the app or on the website.

If you’re using the app, go to your account and add the code into the ‘Enter a Promo Code’ field. On the website, click ‘Add a Code’ on the checkout page.

Do you charge the same prices as the restaurant does in the restaurant?

We encourage restaurants to always use the same pricing for delivery as they do for their in-house menu, although there may be exceptions. Pricing for each menu item is clearly displayed in the app. If you have any questions about menu pricing, please contact the restaurant directly.

Can I place orders in advance?

Yes! You can schedule orders for up to one day in advance and choose any delivery time from midday onwards.

Can I collect my order?

Unfortunately we don’t currently offer collection. Visit the homepage or the app to see which restaurants are available for delivery in your area.

How is the food packaged?

Packaging always depends on the type of food and restaurant you’re ordering from. Restaurants take great care to use packaging that maintains the correct temperature for as long as possible.

If you have suggestions regarding the packaging or appearance of your food when it’s delivered, please contact us on support@deliveroo.com.au and we’ll pass on your feedback to the restaurant.

Questions about my order

What if something is wrong with my order?

We have a dedicated team that looks after your entire Deliveroo experience, from the moment you place an order right through to it arriving with you.

However, we do understand that sometimes things might go wrong. If this is the case, you can use the Help function in the Deliveroo app to speak to our customer service team and report any issues.

You can also contact us at support@deliveroo.com.au or on +61 1300 335 483.

What if I want to add something to my order?

You can contact our Customer Service team via the Help function in the app or on +61 1300 335 483 and we’ll do our best to make sure you get all the items you want added to your order.

What if my order is late?

Sometimes things outside of a rider’s control can cause a delay. Where we can, we will always try and proactively call you if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible.

What if I’m not around when my rider arrives?

If you think you won’t be at the delivery address in time to receive your order, please let us know by using the Help function in the Deliveroo app or by calling +61 1300 335 483.

Your rider will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates.

If we can’t contact you and are unable to deliver the order, your rider will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

Inviting Friends

I'm not a new user. Can I get free credit if I sign up?

Sorry, this offer is only valid for new users of Deliveroo. And don't keep making accounts, we'll know! (And you wouldn't like us when we're angry). To find out more, please go to our T&C's.

I can't see an invite link – where is it?

You need to have ordered a certain number of times to get your invite link. Once you’ve ordered several times, we’ll email you your link so you can share it with your friends, family, colleagues, anyone and everyone.

Anything else?

What if I have allergies?

If you have specific allergies and are concerned about any items on a menu, please check the Good To Know section of the restaurant menu or contact the restaurant directly.

When will you be delivering in my area?

We are rapidly expanding and will hopefully be working with restaurants near you soon!

Does Deliveroo offer company accounts?

We have a dedicated team who will be more than happy to assist you with setting up an account so you can get team morale-boosting breakfasts, next-level meeting lunches and even catering. Get in touch with us at corporate@deliveroo.com.au.

Is there a Deliveroo app?

There is! It’s available free on the App Store and Google Play.

Qantas Frequent Flyers

What's in it for Deliveroo customers?

By partnering with Qantas, we're able to provide even more value to our customers. We are always looking for new ways to reward our customers, and the Qantas Frequent Flyer Program does just that.

How much does it cost to link accounts?

Linking your Qantas Frequent Flyer membership account to your Deliveroo account is completely free.

How do I create a Deliveroo account?

  • Go to Apple App Store or Google Play and download the Deliveroo app
  • Check out your first order and enter your details to sign up
  • Enter your Qantas Frequent Flyer membership number and click save

I don't have a Qantas Frequent Flyer membership number - how do I get one?

If you are not a Qantas Frequent Flyer member, you can join the Qantas Frequent Flyer program free of charge https://www.qantaspoints.com/freejoindeliveroo

How do I login to my Deliveroo account?

  • Open the Deliveroo app and select Log In
  • Enter your email address
  • Enter your password

What do I do if I've forgotten my Deliveroo account username or password?

You can retrieve your username or password by clicking on the https://deliveroo.com.au/password_reset link under the login option.

How do I earn Qantas Points with Deliveroo?

Existing members

  • Login to your Deliveroo account
  • Go to My Account
  • Click on the Qantas Frequent Flyer tab
  • Enter your Qantas Frequent Flyer membership number and click save

New members

  • Go to Apple App Store or Google Play and download the Deliveroo app
  • Follow the sign-up process
  • Enter your Qantas Frequent Flyer number and click save

How many Qantas Points will I earn with Deliveroo?

You'll earn 1000 Qantas Points for your first-ever Deliveroo order. And once you've ordered four or more times in a calendar month, you'll earn 200 Qantas Points.

Make sure you order through http://deliveroo.com.au or our app to earn your points.

Can I add more than one Qantas Frequent Flyer membership number to my Deliveroo account?

No. Only one Qantas Frequent Flyer number can be linked to one Deliveroo account and they must belong to the same individual. The name on your Deliveroo account must match the name your have registered with your Qantas Frequent Flyer account.

How soon after linking accounts will I start to earn Qantas Points?

Once your Deliveroo account is linked to your Qantas Frequent Flyer account, you will be able to earn Qantas Points immediately for all Eligible Payments made using the Deliveroo app.

Do I have to add my own Qantas Frequent Flyer number?

Yes. The Qantas Frequent Flyer membership and the Deliveroo account need to be in the name of the same person.

How do I earn more Qantas Points?

Visit the Qantas Points website to find out about all the different ways you can earn Qantas Points. Also, please subscribe to Deliveroo's exclusive email deals and you'll be informed when special promotions are run for bonus Qantas Points with Deliveroo.

Can I swap my Qantas Points for cash or store credit on my Deliveroo account?

No, you cannot swap points for cash or store credit. You can redeem your Qantas Points for Awards and Rewards through the Qantas Frequent Flyer program.

Can I claim Qantas Points for past purchases?

You cannot claim Qantas Points for past purchases. Qantas Points are only earned on Eligible Payments made after linking a Qantas Frequent Flyer number to a Deliveroo Account. Please ensure that you add your Qantas Frequent Flyer number to your Deliveroo account prior to purchase.

What do I do if I have forgotten my Qantas Frequent Flyer membership number?

You can call the Qantas Frequent Flyer Service Centre on 13 11 31.

When will my Qantas Points be credited to my Qantas Frequent Flyer account?

Please allow up to 60 days after processing the Eligible Payment for your Qantas Points to be credited to your QFFP Account.

I have earned Qantas Points through Deliveroo but don't see them in my Qantas Frequent Flyer account.

Check your Deliveroo App or Website to see if you have correctly linked you Qantas Frequent Flyer number on Deliveroo. If you believe there is an error with the points you have earned through Deliveroo please contact our Customer Service Team at support@deliveroo.com.au or call us on +61 1300 335 483

Where can I redeem my Qantas Points?

To redeem points, log into your Qantas Frequent Flyer account and follow the on-screen prompts.

What happens to the Qantas Points I have earned if I get a refund from Deliveroo?

If a refund is issued through Deliveroo, any Qantas Points that were earned on the refunded amount of that service will be deducted from your account.

Will my Qantas Frequent Flyer membership details automatically update when I update my Deliveroo account?

No, you will need to update your personal details in your Qantas Frequent Flyer account separately to your Deliveroo account. You can update your personal details at qantas.com. To change your surname, call the Qantas Frequent Flyer Service Centre on 13 11 31.

I am having trouble creating or logging in to my Deliveroo account. What should I do?

You can contact our customer support centre to ask a specific question by emailing support@deliveroo.com.au or call us on +61 1300 335 483.

How do I update my personal details within my Deliveroo account?

To change or view your personal information for your Deliveroo account just login at any time through the app click on My Account icon in the top left hand corner. Click on the My Details tab.

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