At Ficelle Café, we aim to provide our customers with a convenient, reliable, and enjoyable delivery experience. This Delivery Policy explains the terms applicable to orders placed through our website, online ordering platforms, or other approved Ficelle Café ordering channels.

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1. DELIVERY AREA

Ficelle Café offers delivery services to selected locations within our available delivery areas.

Delivery availability may depend on:

• Customer location;

• Distance from Ficelle Café;

• Delivery partner coverage;

• Operating hours;

• Weather and road conditions; and

• Other operational circumstances.

Available delivery locations and applicable delivery charges will be displayed during the ordering process where applicable.

 

2. DELIVERY ADDRESS

Customers are responsible for providing complete and accurate delivery information when placing an order.

This may include:

• Building or property name;

• Apartment, villa, or office number;

• Street or area;

• Contact telephone number; and

• Any relevant access or delivery instructions.

Ficelle Café cannot be held responsible for delays, failed deliveries, or additional delivery requirements resulting from incorrect or incomplete information provided by the customer.

 

3. DELIVERY TIMES

Estimated delivery times will be communicated during the ordering process where available.

Delivery times are estimates and are not guaranteed. Actual delivery times may vary due to:

• Traffic conditions;

• Weather;

• High order volumes;

• Peak dining periods;

• Public holidays;

• Special events;

• Road closures or restrictions;

• Delivery partner availability; or

• Other circumstances beyond our reasonable control.

We appreciate your understanding during busy periods.

 

4. ORDER PREPARATION

Orders are generally prepared after they have been successfully confirmed and payment has been received where applicable.

Because Ficelle Café prepares food and beverages fresh, preparation times may vary depending on the size and nature of the order.

For large orders, catering orders, or special requests, additional preparation time may apply.

 

5. DELIVERY CHARGES

Applicable delivery charges will be displayed before the customer completes the order, where applicable.

Delivery fees may vary depending on the delivery location, order value, distance, delivery partner, or promotional offer.

Any applicable fees should be reviewed by the customer before confirming the order.

 

6. CUSTOMER AVAILABILITY

Customers should remain available to receive their order during the estimated delivery period.

The customer may be contacted by the delivery driver or Ficelle Café to confirm delivery details.

If the customer is unavailable, does not respond to calls or messages, or cannot provide access to the delivery location, the delivery may be delayed, returned, or cancelled.

Additional delivery charges may apply for a subsequent delivery attempt where permitted.

 

7. BUILDING AND PROPERTY ACCESS

Customers are responsible for providing any information necessary for the delivery driver to access the delivery location.

Where building security, reception procedures, gated communities, restricted access, or other property requirements apply, customers should provide the necessary instructions when placing the order.

Delivery drivers may be required to leave an order at an authorised reception or designated delivery point where direct access is not permitted.

 

8. ORDER ACCURACY

Customers should check their order upon delivery.

If an item is missing, incorrect, damaged, spilled, or otherwise unsuitable, please contact Ficelle Café as soon as reasonably possible.

Please provide the order number and relevant details so that our team can investigate and provide an appropriate solution.

For further information regarding refunds and replacements, please refer to our Refund & Cancellation Policy.

 

9. FOOD QUALITY AND DELIVERY

Ficelle Café takes reasonable steps to ensure that food and beverages are properly prepared and packaged before dispatch.

Once an order has been handed to a third-party delivery provider, delivery conditions may be outside Ficelle Café's direct control.

Customers should promptly receive and appropriately store food and beverages after delivery.

Some products may be affected by travel time, temperature, weather, or handling during transportation.

 

10. DELAYED DELIVERIES

If your order is delayed, please contact Ficelle Café or the applicable delivery provider, depending on the ordering channel used.

We will make reasonable efforts to assist with delayed orders.

However, Ficelle Café will not be responsible for delays caused by circumstances beyond our reasonable control, including traffic, severe weather, road restrictions, public events, technical failures, or unusually high demand.

 

11. CANCELLATION DUE TO DELIVERY ISSUES

If an order cannot reasonably be delivered because the delivery address is inaccessible, incorrect, outside the available delivery area, or the customer cannot be reached, Ficelle Café may cancel the order.

Any refund will be handled in accordance with our Refund & Cancellation Policy and applicable law.

 

12. LARGE AND SPECIAL ORDERS

Large orders, group orders, catering requests, and orders requiring special preparation may require advance notice.

Ficelle Café may contact the customer to confirm:

• Order quantities;

• Preparation requirements;

• Delivery time;

• Delivery location; and

• Applicable charges.

Specific delivery arrangements may apply to large or special orders.

 

13. DELIVERY PARTNERS

Where Ficelle Café uses third-party delivery providers, delivery may be subject to the terms, conditions, and operational procedures of the relevant delivery provider.

Ficelle Café will make reasonable efforts to work with delivery partners to resolve delivery-related issues.

 

14. EVENTS BEYOND OUR CONTROL

Ficelle Café will not be responsible for delivery failures or delays resulting from circumstances beyond our reasonable control, including:

• Extreme weather;

• Natural disasters;

• Road closures;

• Government restrictions;

• Public emergencies;

• Traffic incidents;

• Technical or telecommunications failures;

• Utility interruptions;

• Labour disruptions; or

• Other unforeseen circumstances.

 

15. DELIVERY TO HOTELS, OFFICES AND RESIDENCES

For deliveries to hotels, offices, residential buildings, and similar properties, customers should provide the complete property name, unit or room number, and any applicable access instructions.

Where building policies prevent delivery personnel from reaching the customer's door, the order may be handed over at the property's designated delivery or reception area.

 

16. POLICY CHANGES

Ficelle Café may update this Delivery Policy from time to time to reflect changes in our services, delivery areas, operating procedures, or applicable requirements.

The latest version will be published on www.ficellecafe.com with the applicable effective date.

 

17. CONTACT US

For delivery enquiries, delayed orders, delivery issues, or other questions regarding this policy, please contact us:

Ficelle Café
Al Marjan Island – Jazeerat Al Marjan
Ras Al Khaimah, United Arab Emirates

Email: info@ficellecafe.com
Website: www.ficellecafe.com

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When contacting us about a delivery, please provide your order number, delivery location, and a brief description of the issue.