Terms of ordering

Last updated: 20 September 2026

About us

Ivano's Italiano, 11 Whitesands, Dumfries DG1 2RR, is a trading name of New Age Endeavour Ltd, registered in Scotland, company number SC761264, registered office 18 Bellevue Street, Dumfries DG1 3EJ. New Age Endeavour Ltd is the trader you are buying from, and it runs this website. Contact: support@ivanos.uk or .

Ordering

  • Online orders are paid by card (including Apple Pay and Google Pay), handled securely by Stripe. We don't take cash for online orders. Phone orders can be paid by cash or card on delivery or collection.
  • We need your name, mobile number and email address, and your address for deliveries. We send your order emails to that address.
  • Our contract with you starts when we accept your order and send you the “Order confirmed” email.
  • You can order as a guest, or make an account. An account keeps your name, address and past orders so ordering again is quicker, and you can delete it yourself at any time from your account. Keep your password to yourself; tell us if you think somebody else has used your account. You can sign in with a password or with Continue with Google.
  • Offers and discount codes are only sent to people who asked for them. The box at checkout and the switch in your account are the same switch, and you can turn it off whenever you like. Order emails are not marketing and carry no offers.

Payment holds, and orders we can't accept

  • Card payments are handled by Stripe. Your card details go straight to Stripe: we never see or store your card number.
  • When you place an online order, we put a hold on your card for the total. We only take the payment when we accept your order.
  • If we decline your order, or don't confirm it in time (a few minutes), the hold is released and you're not charged. We'll email you either way. Your bank decides how quickly a released hold disappears from your statement, usually a few days.

Prices

  • Prices are in pounds and include VAT where it applies. The price you pay is the one shown at checkout when you order.
  • Delivery is charged by distance and shown at checkout before you pay. A minimum order value applies to online orders (shown at checkout). Any service charge is shown as its own line.
  • One discount code per order. Codes can't be exchanged for cash.
  • If we've made an obvious pricing mistake, we'll contact you before going ahead; you can cancel without charge.

Delivery and collection

  • We deliver within about 4 miles of the shop. Online, we'll tell you at checkout if your postcode is outside our area.
  • Delivery and collection times are our best estimate and can change when we're busy.
  • Please be at the address you gave us, with your phone to hand. If nobody answers, our driver rings the door, tries to call you twice and waits a few minutes.
  • If we still can’t reach you, the food comes back to the shop and we can’t refund it: it has been made for you and we can’t sell it to anyone else. You’re welcome to collect it from the shop that evening. If something went wrong at your end, call or email us and we’ll be fair about it.
  • Collection orders are from 11 Whitesands, Dumfries DG1 2RR.

Changing or cancelling

Our food is freshly prepared and cooked to order, so the 14-day right to cancel doesn't apply (Consumer Contracts Regulations 2013, regulation 28(1)(c)). If you need to change or cancel an order, contact us as soon as you can: before we accept it, we can decline it and you won't be charged; once we've started making it, we may not be able to.

If something's wrong

  • If anything is missing, wrong or not up to standard, please tell us straight away (the same day), by email to support@ivanos.uk or on . A photo helps.
  • We'll put it right, for example by replacing the item or refunding it in part or in full.
  • Card refunds go back to the card you paid with, usually within 5 to 10 working days. We'll email you when we make one.
  • Your statutory rights (for example under the Consumer Rights Act 2015) aren't affected.

Allergies

Our kitchen handles all 14 major allergens and we can't guarantee any dish is allergen-free. See our allergen information, and please tell us about any allergy before you order.

Our responsibility to you

  • We're responsible for losses you suffer that are a foreseeable result of us breaking these terms or not using reasonable care.
  • Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.
  • We only supply food for private use. We're not responsible for business losses.

The law

These terms are governed by Scots law, and you can bring a claim in the Scottish courts. If you live elsewhere in the UK, you can also bring a claim in your local courts.