Frequently Asked Questions
*CAPE TOWN DELIVERY
Delivery days and areas
How much does delivery cost?
Free delivery on orders over R500.
Additional charges will apply for smaller orders depending on where you are based.
When will my items be delivered?
Deliveries take place on business days to street addresses only. Shipping and delivery estimates are based on the availability of the products you ordered, calculated from receipt of your payment.
Please ensure you have the correct street postal code for your delivery area.
If you order after 12 before a public holiday, your order will be processed on the first business day preceding the public holiday.
Can I have my goods delivered to my workplace?
If the delivery address is to your work address please include a clear address for our delivery partner i.e. the company name, building name, floor number, office number, department.
What happens if I order after 12h00?
All orders placed after 12h00 will be sent the following day. For example if ordered after 12h00 on a Monday your order will be scheduled for the Wednesday. All orders after 12h00 on a Friday will be sent on a Tuesday.
Do I need to be present for delivery?
Please ensure someone is available at your nominated delivery address as some of the products you may have ordered will require refrigeration or placed in a freezer as soon as the delivery has been completed.
Is my delivery time specific?
Not at this stage, our delivery partner executes all deliveries within business hours within 9 - 5pm.
Local food deliveries - next day delivery
Which areas are included for next day delivery?
Since we are situated in Pniel, we can do next day delivery for Paarl, Stellenbosch and Franschhoek.
How does next day delivery work?
Orders need to be placed and paid for before 12:00 for next day delivery. Excluding public holidays.
How much does next day delivery cost?
We’ll charge R50 delivery fee if the order value is less than R500.
What about weekend orders?
Orders placed on Fridays before 12:00 will be delivered on Mondays.
Orders placed over a weekend (Saturday or Sunday) will be delivered on Tuesdays.
Public holiday orders are processed on the first business day after the public holiday.
Cape Town Metro food deliveries
When will you deliver to my area?
Our nominated delivery days per area include:
- Somerset West Area will be delivered on Mondays to Fridays
- Southern Suburb Areas will be delivered on Mondays to Fridays
- Northern Suburbs will be delivered on Mondays to Fridays
- City Centre will be delivered on Mondays to Friday
Take Note: Hout Bay orders will be delivered on Mondays
Please place your order by 12:00 for delivery on the nominated days.
Take note: Order by 12:00 on Friday for Monday delivery
How much does delivery cost?
We will charge a R75 delivery fee if the order value is less than R 500
Which suburbs are included in my area?
Somerset West Area
What if I’m not there to accept my delivery?
If no one is available at your requested delivery address when we deliver the products you ordered, our courier will retain the products and we will tell you about the attempted delivery.
If the courier returns your delivery, you will be liable for an additional delivery fee. We are not liable for any loss occasioned by any delay in the delivery of any order.
How do I return my perishables cooler bag?
Let us know if you would like our delivery partner to wait for the cooler bag at the time of delivery by including a note on your order or by emailing us at firstname.lastname@example.org.
CLICK AND COLLECT
What days of the week will Click and Collect be available?
The operating hours for Click and Collect will be from 12pm to 3pm Monday to Friday. This is to ensure we are COVID friendly and manage our access at the collection point.
When do I need to place my order?
By 12pm for pick up on the following business day. If you play your order after 12pm, the order will be ready the day after the next business day.
Example : If you order after 12pm on a Friday and over the weekend, your order will be ready for Tuesday collection.
Where is the Click and Collect pick up point?
On arrival at the farm, turn right at the entrance and first left – tip is to look out for the ‘Clarence Cottage’ sign. Keep to the left and drive into the traffic circle, we shall come to your vehicle to ask for your order information and hand over your order.
How will I know when my order is ready for collection?
You will receive communication via email or sms to let you know your order is ready. Bring this notification with you for the collection.
What happens if I am unable to collect the order on the day indicated?
Contact us as soon as you know there could be a delay at email@example.com or call us on 021 870 4200. Please Note: This delay will possibly impact the freshness of any fresh items and we cannot guarantee availability of stock if your collection is delayed.
What areas do you deliver to?
Main centres in all provinces. Please email firstname.lastname@example.org should you require clarity. Some regional and remote areas may require an additional delivery fee.
What are the delivery charges?
Delivery will be charged at R150 per order if the order is less than R750. If your order is R750 or more, you will not be charged delivery.
What are the delivery charges?
Please allow 2-5 days for delivery once the order is dispatched from the farm. We use an external courier service and ship on a road economy service. These are estimates as delays may occur for reasons outside of our control.
Please ensure you have the correct postal code in your address and someone is present to receive your order.
Can I order fresh produce?
Unfortunately not at this stage. Pantry, biscuits snacks, homeware. gifts and bath & body is available for national delivery to specific areas.
Can I order a gift?
Yes, please email us at email@example.com if you have any questions.
How do I let you know the order is a gift?
In the special instruction area on your order you can let us know the order is a gift and include a special message that we shall include in the shipment.
COVID-19 SAFETY PROTOCOLS
Delivery drivers will keep hand sanitiser on them at all times to use before picking up and dropping off parcels. They have also been trained to avoid making any physical contact with you.
The driver will place your parcel on a dry and sturdy surface instead of handing it directly to you. Please help the driver by staying a minimum of 2 metres away to conclude parcel handover and also wear your face mask at all times.
Who can I contact if I need assistance?
We are available to assist you with any query at firstname.lastname@example.org
Cancellation and Changes
Can I change my order?
Local Area changes need to be notified by 14h00 on the day before the nominated delivery day
Metro Area changes to be notified by 12h00 on the day before your nominated delivery day
Please email our customer care team with your changes.
What if you don’t have the products I ordered?
If any products are unavailable in your new order we will contact you directly.
Can I cancel my order?
Should you wish to cancel your order, please contact customer care.
Exchanges and Returns
Can I exchange or return items?
Yes you may return or exchange items, however please note that fresh produce (perishables) is unfortunately excluded for exchanges and returns. Returns will be
I received damaged goods, what now?
If your delivery is received with any damaged or defective items please contact our customer care as soon as possible.
How long do I have to return my items?
Non food products can be returned within 14 days if unused and in original packaging. The refund shall be processed once the items have been received and inspected by our quality control team at the farm.
What happens if I receive incorrect items in my order?
We attempt to fulfil your order accurately and in the unlikely event you receive an incorrect item, please contact our customer care team to arrange an upliftment of the incorrect items. You may request a refund or a redelivery of the correct item.
The redelivery of the correct item will be at no charge to you.
How long will a refund take?
Please allow 7-14 business days for a refund to be processed.
What happens if my perishable items are not fresh?
We endeavour to fulfil your order with high quality fresh produce and we will pack your items in suitable packaging to maintain farm freshness. It is your responsibility to check your items immediately on delivery. If any product does not meet your expectations, please contact our customer care team.
Can you redeliver my order if I can’t be there at the scheduled time?
It is not ideal to redeliver perishables and we request you supply a delivery address where someone will be available during business hours to accept your delivery.
Non-perishables can be redelivered and will be subject to a redelivery fee in your area.
Please contact our customer care as soon as you foresee the need for a redelivery of your order.
Can I arrange a gift for delivery?
Contact us at email@example.com to see how we can assist you to make a special moment turn into a fabulous one!
Please contact us at firstname.lastname@example.org if you would like to discuss the opportunity.