REFUND & RETURN POLICY
IN-STORE, ONLINE AND 3RD PARTY
In an effort to provide optimal customer satisfaction, we offer a variety of solutions to address your concerns. Please use one of the following options:
For orders placed in store, on the website, or in the app email us at: customerservice@wilmasfoodgroup.com . Please allow up to 3 business days for a response.
For orders placed via third-party (e.g., DoorDash or Uber Eats), please contact them directly for any concerns that require a refund. Unfortunately, Wilma’s does not have the ability to refund third-party orders.
*At our discretion, we are willing to offer a replacement for incorrect orders. Orders must be picked up at the store. We will not release orders to a third-party vendor. Contact vendors via app or online as well as by phone:
DoorDash (855) 222-8111
Uber Eats (800) 253-9377
Grubhub (844) 478-2249
Once an order is placed, cancellation may be possible while the order is still in a pending status. However, once the order has been processed or preparation has begun, it can no longer be canceled. To expedite your concern, please provide the following information. You may also submit your request by choosing “Order Issues” on our website.
• Full name and phone number (if applicable) used for the order
• Date
• Time
• Location
• Ticket # (if available) and receipt
• Method or platform:
• In-store
• Website / Wilma’s app
• Third-party (DoorDash, Uber Eats, Grubhub, etc.)
This information can be found on your receipt.
Order Errors or Incomplete Orders
We sincerely apologize for any incorrect or incomplete orders. If your order does not match your receipt, please email us at customerservice@wilmasfoodgroup.com or contact your third-party provider as soon as the issue is identified so we can promptly
assist you.
We require 2 days from the purchase date to report the issue. You may pick up the correct order or item(s) in-store within 2 weeks of the purchase date. We reserve the right to deny the claim if submitted outside of the notification timeframe. We will do our best to resolve all concerns quickly and fairly.
Credit card payments: You will be refunded the amount associated with the error and charged for new items if applicable.
Payments: You may be required to pay the difference if the new item has a greater value.
We will prioritize all incorrect and incomplete orders. Please upload photos to validate the claim and return the item(s) in their original containers to our store manager when the replacement is picked up. Refunds may take up to 7 business days depending on the payment method. Refunds cannot be issued once a replacement order has been started.
Food Satisfaction and Refund Policy
While we understand that personal taste preferences may vary, we do not offer refunds for items prepared correctly. However, we may offer a replacement if an item does not meet Wilma’s quality standards.
Additional Policy Details
If 25% or more of the food has been consumed or removed, we cannot issue a discount, refund, or credit. If food has been discarded, repackaged, or tampered with and we cannot verify the issue, no refund or credit will be issued.
Cancellations
We cannot cancel, refund, or offer credit once an order has been processed or preparation has begun.
Order Canceled by Delivery Partner/Third-Party
If a delivery partner is unable to locate or reach you, the order may be canceled and may not be eligible for a refund.
Final Thoughts
We strive to provide exceptional service and stand behind the quality of our food. Abuse of this policy may result in refusal of service.
For additional questions, please contact: customerservice@wilmasfoodgroup.com .
THANK YOU for your cooperation, understanding & continued support!
