Last updated: 21 Nov 2025

At Famiglia, we prepare every Panizza™ fresh to order. We want every customer to enjoy our food at its best — light, crisp, and flavourful — just as it leaves our oven. The following policy helps us maintain quality and fairness while ensuring a smooth experience for everyone.

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1. Delivery Coverage (Within 3–5km of Each Branch)

To preserve the freshness and crispness of our Panizza™, we limit delivery coverage to approximately 3–5km from each Famiglia branch.

This keeps travel time short so your order reaches you warm and in the best possible condition.

If your location is outside our delivery radius, we gently encourage self-collection, which guarantees the highest quality upon consumption.

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Delivery fee at a flat rate of $15, or complimentary delivery for orders above $100.
Delivery slots are currently limited, and on some days we may pause delivery to maintain food quality. Thank you for your patience as we continue to refine and grow our service.

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2. Delivery Time

Unless a specific delivery time is selected during ordering, your order will typically be delivered within 1 hour from the time it is prepared.

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While we always aim to be punctual, delivery may sometimes be affected by non-controllable factors such as weather, peak-hour traffic, rider availability, or road conditions. We seek your kind understanding that in such situations, we are unable to offer refunds due to circumstances beyond our control.
 

Our team will do our best to assist and support wherever possible.

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3. Delivery Attempts

Our delivery partners will make reasonable attempts to reach you at the contact number provided.

If you request for food to be left at the door, we will do so, but please note that this is not recommended for food quality and safety reasons, and it will be at the customer’s own risk.

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If the rider is unable to contact you after several attempts, or access to the location is not possible, we may:

• return the food to the branch, or

• discard it (especially if food safety may be compromised)

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In these cases, we seek your understanding that refunds cannot be provided, as the food has already been freshly prepared and delivered to the best of our ability.

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No such action will be taken without prior attempts to contact you.

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4. Self-Collection (Strongly Encouraged for Best Quality)

To maintain peak freshness, we strongly encourage customers to collect their order as close to the ready time as possible.

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We will hold self-collection orders for up to 1 hour from the ready time. After this timeframe, the quality of the food may naturally deteriorate due to steam, moisture, or heat retention.

We kindly seek your understanding that we are unable to offer refunds for late collection or changes in food texture due to delay.

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5. Food Handling After Delivery

Once your order has been received, its freshness and texture depend on proper handling and timing.

For the best experience:

• Consume within 1 hour of delivery

• If storing for later consumption, keep refrigerated and reheat using an oven or air-fryer

• Avoid microwaving, as it may affect crispness

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Reheating Tip (recommended):

1. Preheat oven/air-fryer to 180–200°C

2. Reheat for 3–5 minutes until the crust regains its crispness

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We craft our Panizza™ to be light and enjoyable, and proper handling helps maintain the signature Famiglia experience.

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