Our Policy
Food is a precious commodity and we must respect it. Our selection is the fruit of hard work from various artisans and small producers who create unique and special products for customers to enjoy. While this may be so, our team is committed to Customer Satisfaction & Happiness. If you are unsatisfied with the quality of the product you have purchased from our store, you must inform us within 24 Hours from delivery for an exchange or replacement. To be eligible for a return or exchange, your purchased product must be unused and in the same condition in which you had received it in. Dry or Frozen products that have been compromised or manipulated in anyway will not be eligible for return, exchange or refund. Maintaining products in the best possible condition becomes the responsibility of the customer once orders have been collected from our facilities or delivered to your location.
Refund Policy
We are able to grant refunds in the event that products do not meet quality standards and this is reviewed on a case by case basis. Frozen Food or beverage products cannot be returned, exchanged or refunded as we are unable to verify the temperature the product is stored in, once delivered to customer locations.
We can process refunds via the original mode of payment once the item you have purchased, has been returned to our stores. For Credit Card payments, refunds will take 7 to 14 working days for the amount to be credited back in to your account. For Cash Payments, our Accounts Team will initiate a Bank Transfer and this can take up to 7 working days.
Customers who pay via Stripe, Paylink, Paypal or Whatsapp can also receive a refund directly back to the same credit card used for purchase. All refunds must have original proof of purchase.
Order Cancellation
All orders are automatically processed on our secure merchant processor and sent to our team for shipment as soon as orders are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We must adhere to the following cancellation policy:
If you cancel your order before it has been shipped, you will be assessed a 10% cancellation fee before credit is issued.
If you cancel your order after it has been shipped, please follow our Return Policies & Procedures. The cancellation will have to be treated as a Return with all applicable fees.
Orders which are refused at delivery will be assessed all of the applicable fees listed above - including restocking, cancellation and other applicable fees.