At Queen Kebab And HSP, we strive to provide you with an outstanding dining experience, whether you’re enjoying our delicious kebabs, HSPs (Halal Snack Packs), and other menu items at home or picking them up from our restaurant. We understand that convenience is key, which is why we offer a variety of delivery and pickup options to meet your needs.
This Delivery and Pickup Policy outlines the terms and conditions governing these services, ensuring that you know what to expect and how to make the most of your order with Queen Kebab And HSP.
Our goal is to make it as easy as possible for you to enjoy your favorite dishes from Queen Kebab And HSP, whether you opt for delivery or pickup.
Our delivery service allows you to enjoy our meals from the comfort of your own home. We partner with local delivery drivers to ensure that your order arrives quickly and in perfect condition. Our team takes care to package every item to maintain freshness, warmth, and flavor during transportation.
For those who prefer to collect their orders in person, our convenient pickup option allows you to place an order online or by phone and then collect it at our restaurant. This is a great choice if you’re in the area or on the go, as it eliminates delivery wait times and fees.
Whether you’re choosing delivery or pickup, we aim to provide a smooth, reliable, and timely service.
We currently offer delivery to select locations within a 10-kilometer radius from our restaurant, located at 73 Synnot St, Werribee VIC 3030. Our primary delivery areas include:
If you’re unsure whether your address falls within our delivery zone, please feel free to contact us at +61 451 244 007 for confirmation.
2.2 Delivery Hours
Our delivery service operates daily within the following hours:
Please note that we do not process or deliver orders outside of these hours. Any orders placed after the cut-off time will be processed the following day.
Delivery fees are based on the distance from our restaurant to your location. The fee structure is as follows:
Occasionally, we may offer promotions that reduce or eliminate delivery fees. Be sure to check our website or follow us on social media to stay updated on current offers.
To qualify for delivery, your order must meet a minimum spend of $50 (excluding delivery fees). If your order total is below this amount, we encourage you to add more items or consider our pickup option.
To ensure timely and successful delivery, please familiarize yourself with the following conditions.
You can place your order for delivery through the following methods:
Once your order is placed, you will receive a confirmation email or SMS. For online orders, you will also receive an estimated delivery time. If there are any issues or delays with your order, we will contact you immediately.
Our kitchen staff begins preparing your order as soon as it is received. We take care to prepare every dish fresh and according to your specifications. Once prepared, the order is carefully packaged to preserve its warmth and quality during transportation.
We use insulated bags and containers to ensure that hot items remain hot, and cold items remain cold, so your meal arrives in perfect condition.
We strive to deliver your order as quickly as possible, with an average delivery time of 30-60 minutes depending on your location, order size, and traffic conditions. However, during peak hours (such as weekends or public holidays), delivery times may be extended due to higher demand.
If your order is delayed for any reason, we will contact you to provide an updated estimated delivery time.
3.4 Special Instructions for Delivery If you have specific delivery instructions (such as directions to a hard-to-find address, gate codes, or requests for contactless delivery), please include these details when placing your order. Our drivers will do their best to accommodate your requests to ensure a smooth delivery process.
3.5 Contactless Delivery Option We offer a contactless delivery option for customers who prefer minimal interaction. When you select contactless delivery, the driver will leave your order at your doorstep or a designated area, ring the doorbell or knock, and then step back to maintain social distancing. You will receive a notification (via call or SMS) once the order has been delivered.
Please ensure that someone is available to collect the order promptly, especially for hot or perishable items.
In the event that the delivery driver is unable to deliver your order (due to issues such as an incorrect address or inability to contact you), we will attempt to reach you by phone. If we are unable to resolve the issue within 10 minutes, the driver may return the order to the restaurant.
If an order is returned due to failed delivery attempts, you may be required to collect the order in person from the restaurant. Refunds for failed delivery attempts are not guaranteed and will be handled on a case-by-case basis.
Pickup orders can be placed through the same methods as delivery orders:
Once your order is placed, you will receive a confirmation message with an estimated time for when your food will be ready. Please ensure that you arrive on time to collect your order.
Our pickup service is available during our regular business hours:
Orders can be placed anytime during these hours, and your food will be prepared fresh for pickup.
Pickup orders can be collected at our restaurant, located at:
Queen Kebab And HSP
73 Synnot St, Werribee VIC 3030, Australia
Contact Number: +61 451 244 007
When you arrive, simply provide your name and order number at the counter, and our staff will have your order ready for you. For faster service, we recommend arriving at the time specified in your confirmation message.
Most pickup orders will be ready within 15-20 minutes of being placed. However, during busy periods or for large orders, preparation times may be slightly longer.
If you are running late, please contact us at +61 451 244 007 to inform us of your estimated arrival time. We will do our best to accommodate your schedule, but please note that extended delays may impact the freshness and quality of your food.
If an order is not collected within 45 minutes of the specified pickup time and we are unable to reach you, we may dispose of the food to maintain food safety standards. Unfortunately, we cannot provide refunds for unclaimed orders, as the food would have been prepared and held for the expected collection time.
If you need to make changes to your order (such as modifying items or adjusting delivery/pickup times), please contact us at +61 451 244 007 as soon as possible. We will do our best to accommodate your request, but changes may not be possible once food preparation has begun.
If you receive an incorrect item or your order is incomplete, please contact us immediately at +61 451 244 007 or email us at queenkebabhsp@gmail.com. We will work with you to resolve the issue promptly, either by:
Please provide your order number and details of the issue to ensure quick resolution.
At Queen Kebab And HSP, we take pride in the quality and freshness of our food. If you are dissatisfied with your order due to a quality issue (e.g., undercooked or overcooked food, food not delivered as expected), please reach out to us within 24 hours of receiving your order.
We may request photos of the affected items to better understand the issue. In cases of confirmed quality concerns, we will offer a replacement, refund, or store credit as compensation.
If you have any questions or concerns regarding our Delivery and Pickup Policy, please do not hesitate to contact us. Our customer service team is here to assist you.
📧 Email: queenkebabhsp@gmail.com
📞 Phone: +61 451 244 007
📍 Address: 73 Synnot St, Werribee VIC 3030, Australia
