Islandwide Delivery Available
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Open Daily · 7am–4am
Authentic Flavours · Since 2008
Cancelling an order, fixing a problem, and how refunds work.
Every dish at Al-Hazima is cooked to order. Once food has been prepared it cannot be returned, resold or restocked, so we do not offer returns in the way a shop selling goods would. What we do offer is a fair way to cancel before we start cooking, and a straightforward way to put things right if your order arrives wrong.
This policy covers orders placed through this website for delivery or self-collection, and catering orders.
You can cancel free of charge as long as the kitchen has not started preparing your food. In practice that is a short window, so please contact us straight away by phone or WhatsApp rather than email, which we may not see in time.
Once preparation has begun we cannot cancel the order, because the ingredients have been committed and the food cannot be sold to anyone else.
Please tell us within two hours of delivery or collection, while we can still check what happened in the kitchen and with the driver. Contact us with your order number and, where it helps, a photo of the item.
We will look into it and offer one of the following, depending on what went wrong:
Situations we would usually treat this way include a missing item, the wrong dish, an item that arrived in poor condition, or an order that does not match what you selected, including size, choice of meat or add-ons.
Taste is personal, so we cannot refund a dish simply because it was not to your liking. If a dish was not what you expected, tell us anyway, as it helps us describe our menu better.
Delivery is charged from $6 to $15 depending on the postal sector of your address. Delivery is free on self-collection orders, which you can pick up from the restaurant.
Once an order has been dispatched the delivery fee is not refundable, as the driver has already made the trip.
We do not deliver to Pulau Ubin, the Changi Airport Cargo Complex, or Tanah Merah Coast Road. If an order is placed to one of these locations we will contact you and refund it in full.
Collection orders are prepared for the time you choose and held at the restaurant. If an order is not collected on the day it was placed we are not able to refund it, as the food will no longer be fit to serve.
Catering is quoted individually and paid online. We do not accept cash on delivery for catering. We recommend at least three days' notice so we can prepare everything fresh and on time.
Because catering involves bulk purchasing and dedicated kitchen time, cancellations are handled on this basis:
Changes to guest numbers or the menu are usually possible up to 72 hours before your event. Contact us as early as you can and we will do our best to accommodate you.
Approved refunds are returned to the original payment method. We process them as soon as the issue is confirmed, and your bank or card issuer usually takes a further five to ten business days to post the amount to your statement.
We cannot refund to a different card or account from the one used to pay.
Our menu runs to over 300 dishes and ingredients occasionally run out, particularly late at night. If something you ordered is unavailable we will contact you to offer a substitute or refund that item.
Prices shown include the item as described. Where a dish is offered in more than one size, the price shown on the menu is the smallest size, and the full price is confirmed when you choose your options.
Most problems are quicker to fix with a phone call than a form. We are open daily from 7am to 4am and someone is almost always reachable on WhatsApp, including overnight.