FAQ

Ordering
How can I place the order?
Can I change the order?
How can I cancel my order?
Is my order confirmed?
I didn’t get any confirmation email!

Payments
How can you pay for the order?
PayPal costs are higher, are there any fees?
Is there a reason why we have to pay transaction costs?
I couldn’t pay online
Are the online payments on Est.lv secure?
Can I add vouchers to my order?
What happens if I cancel the order and I purchased online?

Quality
Who is held responsible for food quality?
Is there a way to review the order?
My order wasn’t received by the restaurant

Delivery
What will happen after the order was placed?
What happens if the restaurant is closed and Est.lv was not informed?
How long is the delivery time?
How much will the delivery cost?
What delivery area does each restaurant have?
The order was not delivered properly and on time
Order was incorrectly delivered or incomplete
Order wasn’t delivered at all

My Account
How can I create an account?
How will the account work?
I forgot my password
Why should I get an account?
Should I create an account if I want to place orders?
Is there a way to delete my account?


Ordering
How can I place the order?
You can place an order on Est.lv with ease:
Enter the delivery adress
Select the restaurant and food you want to order. Use the categories and filter for better results.
Add in the necessary details and just click the Place Order button.
It’s important to ensure that you write your real information and a valid phone number as this will be used to contact you when needed, after you placed the order you will receive a confirmation email and an order number, which you should keep as it pertains to the order you just made.

Can I change the order?
Est.lv doesn’t allow you to make any changes to the order via the site because the orders are processed very fast. If you do want to make changes we encourage you to call the restaurant as fast as possible and share with them the order number. You can find their phone number in the confirmation email and they can change your order.

How can I cancel my order?
Whenever you want to cancel the order you need to contact the restaurant and that info can be found in the confirmation email. Est.lv can’t cancel the order as the restaurant is the one that will receive and cancel the orders. If you did pay online for your order you have to inform us about cancellation and we will check with the restaurant then refund you your payment. Keep in mind that the refund process can last up to 10 days. However, if the order was already cooked when you want to place your order we won’t be able to refund. All customers that are entitled to refunds should talk with customer service immediately and ask for a refund.

Is my order confirmed?
Right after you placed the order you will receive a confirmation email. You should keep the email as well as the order number as this will make it easier for Est.lv to identify and solve any issues that pertain to your order. Once you placed your order and the order gets confirmed, all you need is to just wait for a little bit until the ordered food comes your way.

I didn’t get any confirmation email!
When you sent the order and an order number appears, this means that the order was submitted. A good idea here is to check the Spam folder to see if the order was indeed received. If you still can’t find a confirmation, contact the customer service and ask about the order status. You will be asked for the email you use the place the order and the restaurant name.






Payments
How can you pay for the order?
If you want to pay cash, you have to choose this option when you order and you will need to pay when the driver arrives. You can also pay via card if you want, in which case the restaurant driver will come with a payment terminal which allows you to complete the purchase.

PayPal is also an option and you just have to Place the Order option and here you can find all instructions. The order will be sent to the system once payment is confirmed and it will automatically be communicated to restaurants. Est.lv will only offer this service for verified users so make sure that your PayPal account is verified if you want to continue with this option.

PayPal costs are higher, are there any fees?
The total cost will be shown on your screen. Depending on the purchase method you will have to pay an additional cost based on the bank fees and payment processing. Est.lv is an intermediary service so it doesn’t cover this cost for you.

Is there a reason why we have to pay transaction costs?
Est.lv is delivered as a service acting as intermediary between restaurants and consumers. The profit is minimal which means that no additional costs like transaction costs can be covered. Usually the transaction costs will cover both purchase fees charged by banks, technical maintenance as well as administrative costs and technical maintenance. All sites have such costs but some integrate them in the service offering while others do not. Est.lv has these only in the case of users that want to pay online as an added convenience.

I couldn’t pay online
Whenever you see that paying online doesn’t work, it’s a good idea to see if you have a confirmation email, as that’s how you can figure out if the order went through or not. This is the way to see if a payment is complete. Do take your time and wait a little bit as sometimes the process will be a little slower, usually it will be completed in maybe 15 minutes or less. If you still can’t find a confirmation in 15 minutes, you should contact customer service immediately.

Are the online payments on Est.lv secure?
All the online payments on Est.lv are performed via SSL pages which are very secure. All your payment details and personal details are secure so no one will be able to access them other than us and the info won’t be used for anything else other than processing the order itself.

Can I add vouchers to my order?Can I add vouchers to my order?
You are free to add vouchers and acquire a discount for your order. We offer you the ability to do that in the payment step as you order. Click the button and you will be able to add in the code in a pop-up window. Based on the discount value you will be presented with the new, reduced price in an instant. Vouchers only work for the online payments and they will not apply to cash purchases.

What happens if I cancel the order and I purchased online?
Whenever you want to cancel the order you need to contact the restaurant and that info can be found in the confirmation email. Est.lv can’t cancel the order as the restaurant is the one that will receive and cancel the orders. If you did pay online for your order you have to inform us about cancellation and we will check with the restaurant then refund you your payment. Keep in mind that the refund process can last up to 10 days. However, if the order was already cooked when you want to place your order we won’t be able to refund. All customers that are entitled to refunds should talk with customer service immediately and ask for a refund.


Quality

Who is held responsible for food quality?
As you can expect, the restaurant is the one responsible for your food quality. Est.lv is an intermediary service and it allows you to communicate with the restaurant so our only responsibility is to send you the order which means that there are no specifics in regards to the quality delivered. Whenever issues appear, you should talk with the restaurant via the phone number that we provide or you can talk with our customer service and we will share the complaint with the restaurant so they can address it as fast as possible.

Is there a way to review the order?
If you want to review the delivery speed, food quality and other things pertaining to your order we are offering a feedback system. You will have the ability to rate based on stars which will be found under the restaurant logo. Reviewing is only possible if you have placed an order. Your opinion matters because it can show other customers what type of service and food the desired restaurant has provided with your order.

My order wasn’t received by the restaurant
If the order was placed on Est.lv but the order wasn’t received, you should contact customer service as fast as possible. We will immediately talk with the restaurant in order to ensure if they have the order in their schedule or not. Sometimes the order transmission can take 15 minutes or so, which means that a little patience should be a good idea.


Delivery
What will happen after the order was placed?
The system is very easy to understand, as the order will arrive in the Est.lv system and from there it will be sent directly to the restaurant. The order details will be shared with the restaurant via email and whenever the restaurant doesn’t have web connection, it will be sent via phone. This way you can always rest assured that the order is received properly and at the right time. After the order is received by the restaurant, they will be the ones responsible for sending your meal fast and with a great quality. Our site only handles the order communication and it won’t be responsible for the quality of the final product.

What happens if the restaurant is closed and Est.lv was not informed?
Should such a thing appear, you will be immediately contacted via your phone number or email so that your order will get cancelled fast.

How long is the delivery time?
It will usually depend, but on average you will have to wait up to 1 hour from the moment you placed the order. It’s important to keep in mind that the delivery time can vary based on the restaurant and the amount of orders they have to process. Plus, on Sundays the delivery time might be longer as many restaurants are very busy. If you want you can schedule your order to arrive at a specific time and you can do that via checkout. Restaurants will automatically be notified about that. Est.lv doesn’t have any responsibility when it comes to delivery times, so if the restaurant fails to deliver on time they are the ones who need to contact the customer. If there are issues with your order and want to talk with the restaurant directly you can do that at the phone number provided via email or from customer service.

How much will the delivery cost
These prices will vary from each restaurant and they are the ones who set the delivery costs with Est.lv having no say in the matter nor any influence.

What delivery area does each restaurant have?
Each one of the Est.lv restaurants will have to write down a set of postcodes that they can cover. This will mean that the delivery area will vary from one restaurant to another but each one has to share the postal codes with Est.lv. If there is a restaurant in your area which should be listed on our website, all you have to do is to talk with us right away and we will immediately try to contact them. A great way to see if we add new restaurants in your area is to subscribe to our newsletter.

The order was not delivered properly and on time
If such a situation appears, it’s important to contact the restaurant directly via the phone number that you received in our email when the order was confirmed. Restaurants will always be responsible for the delivery and order preparation since Est.lv is only an intermediary service. We need to ensure your order will be sent properly to the restaurant but they are the ones that have to actually cook and deliver the food to your doorstep. If you have an issue where the restaurant does not resolve the complaint, contact our customer support and we will get in touch with you immediately.

Order was incorrectly delivered or incomplete
Whenever such an issue appears, it’s a very good idea to contact the restaurant so that they can handle the problem and correct the issue. You should keep the order confirmation since this will help you have a proof of the items you actually ordered. If the product you ordered got out of stock and the order was placed online you should contact customer support. We will immediately contact the restaurant to verify and a refund will be issued fast.

Order wasn’t delivered at all
When such a thing happens, there will be 2 scenarios.
Either the restaurant did receive the order but didn’t deliver it and the confirmation system will show that the receipt was shared yet the restaurant didn’t deliver. There are situations when the order was lost within the restaurant or they might have decided that the order will not be delivered. If such a thing happens you will need to contact them and figure out what happened. We also have the ability to share the complaint to customer service and in case such a thing appears we will take action. Est.lv won’t influence the delivery process in any way. Instead, we encourage the restaurants to deliver all the orders fast. If there are any issues with sending the order, each restaurant needs to inform the customers and if you were not informed you can contact us immediately to solve the problem.

The second option is that the restaurant is not responding and our team was unable to send the order. When such a thing happens we will have to stop the order. Est.lv will try to talk with you via phone when such a thing happens and if that’s not possible, we will send a cancellation email. Please add a valid email and phone number when you place the order so you can be contacted immediately.


My Account
How can I create an account?
If you don’t have an account already, you can create one when you order. Just add the items to your cart and click on ‘Checkout’. You will then be prompted to login with Facebook, Google+ or you can make an account by clicking ‘Register’.

How will the account work?
After you are logging in, you will have the ability to visit the account page or continue with the order. If you placed the order while logging in, the restaurants, favorites and passed orders will be kept for the next time. In the account page you can find these favorites as well as your account details. You can add another address from your account or also change any details that you might want.

I forgot my password
Do you have an account but can’t seem to figure out what password you have? Press Login, click on Forgot Password and then you will have to add in the new password and email address.

Why should I get an account?
We need to be able to verify who orders to make sure everything goes smoothly for everyone.
It will help you:
You can track all your orders
You can alter personal details and addresses
You can create a list with favorite restaurants that help you order faster
You can view previous ratings you placed or you can rate restaurants at your own convenience.

Should I create an account if I want to place orders?
We feel that ordering food online should be fast and convenient, so to keep track of customers we ask you to make an account. We made it very easy as you can also login with Facebook or Google+.

Is there a way to delete my account?
Yes, we offer you the ability to do that and all you have to do is to contact the customer service right away. In order to remove your account from our database we will need your email address linked to the account as well as your first and last name.

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