These Terms and Conditions apply to all purchases made by you, the customer, from us, Emelesse Holdings Limited t/as me love or me love sushi.
We are committed to total customer care and abide by the principles of The Consumer Protection (Distance Selling) Regulations 2000. If however you feel that something is unsatisfactory and a return may be warranted then please feel free to contact a member of our customer service team in-store who will be happy to assist you. You can also email: firstname.lastname@example.org or call head office: 020 8815 5099. Office hours are 10 am to 6 pm Monday to Friday.
We aim to despatch your food within 30 to 45 minutes of receiving your order.
Please be aware that some food items take up to 25 minutes to cook (i.e.Black Cod) and also during peak hours (namely 7pm to 10pm) on Friday, Saturday and Sunday's, respectively, delivery times may increase to between 60 & 90 minutes. We will, however, endeavour to get your food to you as fast as possible.
Prices in our menu and on our website include VAT at the appropriate rate. We make every effort to print prices correctly, however where errors occur management reserve the right to charge the correct prices when a bill is presented.
WAYS TO PAY
To place an order visit us in-store, order on line or call us on 08448 55 22 55. Opening times vary according to store so please look at the relevant store for opening times.
Our call centre staff can take your order. Your calls will be charged at low-call rates. We accept Switch, MasterCard, Visa and Amex. You can pay in-store; cash on delivery and now using our secure mobile chip and pin with your delivery driver. The card holder must be present for the last option.
It is your responsibility to ensure that the details provided by you for the purpose of ordering products from us are correct and that you have the necessary credit limits and/or authority to use the credit or debit card you present to us.
RIGHT TO CANCEL
Orders can only be cancelled within the first 5 minutes of placing an order.
me love will endeavour to deal with your complaint within 24 hours. If you have a query, speak either to one of our trained operators or in store staff in the first instance. Escalated disputes that arise over the weekend will be dealt with on the following Monday however, please allow for Bank Holidays where the office is not open. Refunds will be issued in the form of a cheque or complimentary vouchers, where applicable, and will be provided within 5 working days. Should you need further advice or assistance please contact our customer services team on 020 8815 5099.
To obtain a refund you may be required to return the goods to us in the same condition as they arrived. For quality control purposes takeaway and delivery food items will be collected by a me love representative so that we can examine the nature of the complaint and address it appropriately.
Failure to present the food item(s) back to a me love representative may hamper your ability to receive a refund.
Every effort has been made to ensure that the information supplied is correct at the time of going to press.
By purchasing products from us, you agree to these terms of sale. melove have the right to revise these terms and conditions including prices at any time.
We also have the right to decline service to any individual customer.
LONG TIME LOYALTY REWARDS
Points cannot be allocated to more than one loyalty account, please make it known to your server at the outset of your meal if you wish to award points to more than one long time loyalty account as separate checks will have to be set up.
Old format long time loyalty vouchers ceased being accepted as of 31 January 2013.
Vouchers can be used for online, takeaway and dine-in purchases. If used online, please have your voucher code ready as you will be contacted by the store to confirm the validity of your voucher code.
me love's new loyalty scheme will only send discount e-vouchers (coupon codes) from the email address email@example.com to the email address supplied when you first created an account.
Please add firstname.lastname@example.org to your safe senders list so that you receive your vouchers without interruption.
If you do not receive your voucher initially, you should also check any junk filters / folders you have set up.
You may also be asked to provide ID at the time of redeeming your e-voucher so that unauthorised usage of your e-vouchers is minimised, in so far as possible.
me love, however, undertakes no responsibility for unauthorised access to your email account, e-vouchers and utilisation thereof. You must protect this information as best you can because e-vouchers can only be sent to the email address supplied when creating your account.
e-vouchers can only be used once and cannot be, re-used, recycled, re-issued or duplicated in any way shape or form. e-vouchers have no cash value and cannot be sold or transferred. e-vouchers can be redeemed against all order types (dine-in, delivery or takeaway).
Only one loyalty account per household/address is permitted. Registration of multiple accounts is not permitted and any activity deemed as fraudulent usage will be taken seriously. me love reserves the right to invalidate any e-vouchers issued without prior notification.
If you experience any problems with your e-vouchers issuing or discounts being given in store, please contact the head office as your server will not be able to offer you an alternative or substitute discount. We will endeavour to resolve your query as quickly as possible. Head office hours are Monday to Friday 10am to 6pm (excluding bank holidays).
If you lose your voucher or delete it by mistake please contact head office for further assistance. The contact details are on the 'Contact Us' page. The new long time loyalty is a central system so your voucher codes are never lost. You may be asked to provide some name or address verification to safeguard unauthorised access to your long time loyalty account.
Vouchers issued may have different discounts attached to them. Each email you receive will outline the value of your next available discount. E-vouchers can be worth £5, £10, £15, £20, £25, £30 or £35.
E-vouchers are sent out once a day. You should receive it in the morning of the day following the day of any purchase. This is so that we can collect all the points you may have earned across all our branches and ordering mechanisms, add them together overnight and send them out together.
E-vouchers are valid for 6 months only from the date of issue. Once they expire they cannot be used. No exceptions.
If you participate in a double or triple point promotion, the e-voucher is still sent to you every time 50 points have been earned, and multiples thereof.
PLEASE NOTE: Please be advised that it is not possible to redeem loyalty vouchers in conjunction with our new app. We are working on adding this functionality on a future upgrade. However, you can earn loyalty points and Cash Back on your app orders - please make sure you have completed your details on your app's Profile Page.
Terms and conditions will be updated from time to time and you will be contacted with free promotions by either SMS and/or email. You can unsubscribe from these at any time, by following the instructions as provided in the marketing message.