L o a d i n g
  • 45 KINGSTHORPE ROAD, NORTHAMPTON, NN2 6EZ
  • info@sizzlinglab.co.uk
  • Opening Hour: Sun to Thu - 12 noon to 11pm | Fri to Sat - 12 noon to 12am

Support Policy

Last Updated: February 2026

1. Our Commitment to You

At Sizzling Lab, we are committed to providing you with the best possible dining experience. Whether you're ordering online for delivery or collection, our team is here to help ensure your satisfaction.

We value your feedback and strive to resolve any issues quickly and fairly.

2. How to Contact Us

Our customer support team is available during our opening hours to assist you:

Call Us

01604 471 111

Fastest response for urgent issues

Email Us

info@sizzlinglab.co.uk

Response within 24-48 hours

Contact Form

Send a Message

For general enquiries

3. Support Hours

Customer Support Availability:

Phone Support: During opening hours (12pm - 11pm Sun-Thu, 12pm - 12am Fri-Sat)
Email Support: Monitored daily, responses within 24-48 hours

4. Order Issues

If you experience any issues with your order, we want to make it right. Here's how we handle common situations:

If an item is missing from your order, please contact us within 2 hours of receiving your delivery/collection. We will either:

  • Arrange immediate delivery of the missing item (for delivery orders)
  • Provide a full refund for the missing item
  • Offer a voucher code for your next order

If you received the wrong items, please contact us immediately. We will:

  • Send the correct items as soon as possible
  • You may keep the incorrect items as a gesture of goodwill
  • If you prefer, we can provide a full refund instead

If you're not satisfied with the quality of your food (e.g., cold, undercooked, or not as described), please:

  • Contact us within 2 hours of receiving your order
  • Take a photo of the item if possible
  • We will investigate and offer a replacement or refund as appropriate

We aim to deliver within 30-45 minutes, but delays can occur due to:

  • High demand periods (weekends, match days, etc.)
  • Weather conditions
  • Traffic congestion

If your order is significantly delayed (over 30 minutes past the estimated time), please call us and we may offer a discount on your next order.

If your order has not arrived within 1 hour of placing it:

  • Please call us immediately on 01604 471 111
  • We will track your order and provide an update
  • If the order cannot be located, we will provide a full refund or re-make your order

5. Refund Policy

  • Refunds are processed within 5-10 business days back to your original payment method.
  • Cash payments will be refunded via bank transfer or voucher code.
  • Partial refunds may be offered for partial issues (e.g., one item from a larger order).
  • Refunds will not be given for orders correctly prepared but not to your personal taste.
  • Refunds will not be given for uncollected orders.
  • Refunds will not be given if incorrect delivery details were provided.

6. Account Support

Need help with your Sizzling Lab account? Here's how we can assist:

  • Forgotten Password: Use the "Forgot Password" link on the sign-in page to reset your password via email.
  • Update Details: You can update your name, email, phone, and address in "My Account".
  • Delete Account: To delete your account and data, please email us at info@sizzlinglab.co.uk.
  • Order History: View all your past orders in "My Orders" when logged in.

7. Feedback and Complaints

We value your feedback as it helps us improve our service:

  • Positive Feedback: We love hearing when we've done well! Please leave us a review on Google.
  • Suggestions: Have an idea to improve our service? Email us - we're always listening!
  • Complaints: If you're unhappy with your experience, please contact us so we can make things right. We aim to resolve all complaints within 48 hours.

8. Allergy Support

Allergy Assistance

If you have food allergies or dietary requirements, please call us on 01604 471 111 before ordering. Our staff can advise you on suitable menu options and help ensure your order is prepared safely.

9. Contact Us

We're here to help! Don't hesitate to reach out:

Sizzling Lab
45 Kingsthorpe Road
Northampton, NN2 6EZ
United Kingdom

info@sizzlinglab.co.uk
01604 471 111