How to get support

Secret Kitchens is run by a small team by email. There is no ticket system and no phone line, and that is deliberate: a plain email with the right details gets a plain answer. This page says who to contact for what, so a question about a meal goes to the kitchen that cooked it and a question about the website comes to us.

Who to contact for what

Your order, your food, a refund, a change of pickup time: The kitchen. Every kitchen is an independent business and the seller of what it makes. Reply to your confirmation email or use the contact details on the kitchen’s page. See Ordering from a kitchen.
The website, your dashboard, your page, your plan or billing: Us, at info@secret-kitchens.com.
A complaint about a kitchen you could not resolve with them: Us as well. We cannot refund on a kitchen’s behalf, but we take complaints about kitchens on our site seriously. You can also contact the Office of Fair Trading in your state or territory. See Refunds and cancellations.

Email us

Write to info@secret-kitchens.com. Every email the platform sends you, from your go-live email to an order notification, can also be replied to and reaches the same place. We reply during Queensland business hours, usually within a day.

If you are a seller, email from the address you registered with. That is how we know it is you before we change anything about your kitchen.

What to include

Your kitchen name or the kitchen’s page address, if you are a customer.
What you were doing and what happened, in a sentence each. The exact message on screen, if there was one.
When it happened, roughly. Order problems in particular are much easier to trace with a time.
A screenshot if it is about how something looks.
For an order, the order ID from your CSV export or the customer’s name and pickup date from the order email.

Sellers: changes only we can make

Most of your page is yours to edit from the dashboard. A few things are set by us so that a stray edit can never rename a kitchen or reroute its orders. Email us for any of these:

Your kitchen name, suburb or page address.
The inbox your orders go to. The public contact email on your page is separate and you can change that yourself.
Your plan, moving up or down, and the card checkout add-on.
Switching card checkout on for your kitchen once your add-on is active or your plan includes it.
The order of items on your menu. New items are added at the end.
Putting an order back into My Orders after it was marked Done or Cancelled by mistake.
Your kitchen’s type, food truck or stall, which switches on the Where to find us calendar.
Design changes to the page itself: layout, colours, photos in the hero.

Customers: talk to the kitchen first

If it is about your order, the kitchen can act and we cannot: they have your order, they have the food, and they hold the payment. Reply to your confirmation email, which goes straight to them, or call the number on their page. If a kitchen does not respond within a reasonable time, or you believe a page is misleading, email us with the page address and what happened and we will look into it.

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