Refund Policy for Online Orders

At Ladle Fine Foods, we’re passionate about making sure your box arrives fresh, delicious, and ready to enjoy. While we do everything we can to ensure top quality, sometimes things happen — and we want to be fair and transparent in how we handle it.

If Something’s Not Right

If you think there’s a quality issue with your product, please let us know within 7 days of purchase. To help us resolve it quickly:

  • Keep the product in its original packaging (don’t throw it away or eat it).
  • Send us clear photos or a short video showing the problem, including the batch number and expiry date. Please email us, orders@ladlefoods.co.za
  • Share your order details (proof of payment, date of purchase, and contact info) when you get in touch with us.

How We Handle Claims

Every case will be reviewed individually. If we find the issue came from our side, we’ll gladly arrange a full refund.

How Refunds Work

Approved refunds will be processed back to the original payment method as soon as possible.

A Few Things to Note

  • Refunds are always decided at the discretion of Ladle Fine Foods.
  • Claims outside the 7-day window, or without sufficient proof, may not be accepted.
  • Because our products are perishable, it’s your responsibility to refrigerate your box within 12 hours of delivery. We cannot refund orders that have spoiled due to being left out.
  • If no one is available to receive the parcel at your chosen delivery address, we can’t take responsibility for the condition of your order. (If you’re not sure you’ll be home, we recommend using your work address.)

Shipping Policy

LEAD TIME

Our order cut-off time is 11AM daily.

  • If your order and payment are in before 11AM, we’ll process it the same day.
  • Orders placed after 11AM will be processed the following business day.

We book next-day delivery with our courier partners. Orders processed before 11AM will be collected that same afternoon and delivered the next business day (to main centres).

WHEN WILL I RECEIVE MY BOX?

  • Main centres: Next business day delivery after collection.
  • Outlying / remote areas: Please allow an extra 1–2 business days.

We do our best to make sure your box gets to you in time for your plans, but once it’s with the courier, it’s out of our hands.

IMPORTANT DELIVERY NOTES

  • Please double-check your delivery address and phone number when checking out.
  • Make sure that someone is available to receive the parcel at the delivery address.
  • If you know you won’t be home, consider using your work address or another safe location.

We cannot take responsibility if your parcel cannot be delivered because no one was there to receive it.

TRACKING YOUR ORDER

We’ll share your contact details with our courier partner so they can keep you updated directly. Once your parcel is ready for delivery, the courier will notify you via SMS or phone call.

By placing an order online, you consent to Ladle Fine Foods providing your contact details to the relevant courier company for delivery and notification purposes.

If you have any concerns about your delivery or timing, you’re always welcome to reach out to us — we’re here to help!