Refund policy
Last updated 24 August 2026.
Freshly prepared food
Everything we sell is cooked to order and intended to be eaten straight away. Under the Consumer Contracts Regulations 2013 there is no 14 day cooling-off period for food that is liable to deteriorate quickly, or for food made to your specification. That means we cannot take food back once it has left the counter.
This does not affect your legal rights if something is actually wrong with your order.
If something is wrong
If your order is wrong, incomplete, cold on arrival, or not of satisfactory quality, tell us and we will put it right. We will either remake the dish or refund it, whichever you prefer.
Please tell us the same day if you can, and in any case within 24 hours, so that we can look into what happened while we still have the records and the ingredients from that service.
Call 020 3838 2015 or email info@bigoli.com with your name, the date and time of the order, and what was wrong. A photograph helps but is not required.
Refunds are made to the payment method you used, normally within 5 working days of us agreeing the refund.
Orders placed through Deliveroo or Uber Eats
If you ordered through a delivery app, your contract for that order is with the platform, not with us. Raise the problem in the app first, because that is the only route that can refund the delivery fee and any service charge.
If the platform does not resolve it, contact us anyway and we will help.
Allergens
Our kitchen handles gluten, wheat, eggs, milk, nuts, celery, mustard, soya and crustaceans, and we cannot guarantee that any dish is free from any allergen. Gluten-free penne is cooked in separate water, but the kitchen is not a gluten-free environment.
Gamberi is a prawn dish and contains crustaceans, as does the prawn topping. Pesto, Pollo, Mozzarella Pesto and Burrata contain nuts.
Please tell us about any allergy before you order. If we have given you incorrect allergen information, tell us immediately on 020 3838 2015.
Catering orders
Changing numbers. If the number of people changes, tell us as early as you can and we will do our best to adjust the order. Any change has to be agreed with us before it is confirmed.
Cancelling. Cancel by 16:00 on the day before and there is no charge. After that we may charge for ingredients and preparation already committed to your order. We will always tell you the amount before we charge it.
If a catering order goes wrong — wrong dishes, short quantity, or food that did not arrive in the condition promised — tell us on the day. We will credit the affected part of the invoice.
Late collection
We box catering orders hot for the time you chose. If nobody collects at that time, the food will not be at its best and we cannot refund it on that basis. Call us if you are running late and we will do what we can.
Contact us
Bigoli Fresh Pasta, 123 City Road, London EC1V 1JB
020 3838 2015 · info@bigoli.com