Frequently Asked Questions

Welcome to foodora's FAQ page!

Here, you will find answers to frequently asked questions. For more comprehensive help and customer service, please go to Help Center.

About foodora

What is foodora?

Foodora is the largest platform economy company for food and groceries in the Nordic countries. We are part of the German Delivery Hero Group which is one of the leading companies in its field in the world. We operate in over 100 locations in Finland and started our operations in 2014. Foodora delivers restaurant food, groceries and much more directly to your door in less than half an hour.

What is foodora PRO?

Learn more

Orders

How do I place an order with foodora?

  1. Download the foodora app on your phone or tablet and place your order easily through the app.
  2. Order through the foodora website on your computer or mobile device.
  3. You can also order using a virtual assistant such as Apple Siri, Google Home or Amazon Alexa.

Can I order from multiple restaurants at the same time?

Yes, you can! You can order from each restaurant separately and choose the same delivery time. However, please note that a separate delivery fee will apply for each order.

Can I make changes to my order after placing it?

If you want to make changes to your order, quickly contact our customer service through Help Center. Please note that if your order has already been prepared or delivered, it can no longer be changed.

What should I do if my delivery contains incorrect items or some of the items I ordered are missing from the delivery?

Don't worry! Contact our customer service through Help Center and we'll help you figure out the situation.

What can I do if I have allergies?

If you have questions about food content or allergies, please do not hesitate to contact our customer service through Help Center. We will be happy to help you so that you can safely enjoy delicious food!

Delivery

Where does the foodora home delivery operate?

Foodora delivers orders extensively across Finland. However, please note that our selection varies by city and region. Each restaurant and shop also has its own delivery zone, so make sure to check their availability in the foodora app or on our website.

Where is my order?

You can track your order through the foodora app or website. Once your order has been delivered, you will be notified. We do our best to make sure your order arrives quickly, usually within 30–60 minutes. However, the exact delivery time depends on the distance, weather conditions and traffic. If your delivery is late, do not hesitate to contact our customer service through Help Center!

Payments

What are my payment options?

You can pay for your order with online banking, MobilePay, Apple Pay, Epassi or by debit or credit card.

My order was canceled and the payment already went through, what should I do now?

When you place an order, a payment reservation is made directly on your account. If your order is canceled, for example because the restaurant cannot provide the products you ordered, we will cancel the payment reservation within the same day. Unfortunately, you may not see the returned payment on your account immediately. Depending on your bank, it can take 1–7 business days.

When can I get a refund?

If you're eligible for a refund, the refund will appear on your account within 1–7 business days, depending on your bank. The payment will be refunded automatically if the entire order is canceled, but if only a part of your order is missing, please contact customer service through Help Center.

The payment does not go through, what should I do?

If your payment does not go through, don't worry! First, check that you have enough funds in your account and that your card has not expired. Also make sure that your online bank is working properly or that your MobilePay app has been updated to the latest version. Be sure to enter the correct payment information and make sure the payment method you're using is available in your area. If the problem persists, please do not hesitate to contact Help Center. We are happy to help you!

How do vouchers work?

When placing an order, click on the “Apply a voucher" option in the cart and you will be able to enter a voucher code or select an existing voucher in your account. If the payment for the order does not go through for some reason, the voucher code will be locked for about 15 minutes before it can be used again. If the voucher code does not become available within 15 minutes, please contact our customer service through Help Center.

foodora account

How to delete your account

We're sorry to hear you want to delete your account.

If you're in the mobile app, navigate to the front page, then tap the menu symbol (three horizontal lines) in the top left. Tap on Profile, scroll to the bottom, and tap 'Delete my account.'

If you're on the website, click on your name in the top left, click 'Profile,' scroll to the bottom and click 'Delete my account.'

Contact

How can I contact customer service?

You can reach our customer service through Help Center in the app and on the website. The Help Center self-service and FAQs are available 24/7.

The chat service is open from Monday to Thursday from 7 a.m. to 11 p.m., on Fridays from 7 a.m. to 1 a.m., on Saturdays from 8 a.m. to 1 a.m. and on Sundays from 8 a.m. to 11 p.m.
Public holidays may cause changes to opening hours.

If you already have a foodora account, please log in before contacting us through Help Center – this way we can help you as quickly as possible.

Email
info (at) foodora.fi
If you have a foodora account, contact us from the same email you use to log in to the service. If your question concerns an order placed by you, please also tell us the order number, if available, to help speed up processing. We aim to respond to messages within 24 hours.

Phone
+358 942 456 731
(local network rate, also applied to the queue time)
Open on weekdays between 9 a.m. and 12 noon
Public holidays may cause changes to opening hours.
Due to data security reasons, we are unable to process your order over the phone on the basis of your name alone, so please call us from the same number that you have provided for your account. In addition, we need an order number if you have an issue with an order you have placed.

For refunds, we only process inquiries via email and Help Center.

Please note! We do not accept food orders through our customer service.


Where is Help Center?

To access Help Center in the foodora app, click on the menu in the top left corner and select “Help Center”.

On our website, you can access Help Center by logging in and clicking on your name in the top right corner and selecting “Help Center”.

Or alternatively, by clicking on the link in the footer of the homepage. The latter method does not require an existing user account or login.


Thank you for choosing foodora! If you have more questions or need help, please do not hesitate to contact us through Help Center.