FREQUENTLY ASKED QUESTIONS

ORDERING

How do I place an order?

Simply browse our collection, add your favourite products to your cart, and proceed to our secure checkout. Once payment has been received, you'll receive an email confirming your order.

Can I amend or cancel my order?

If your order has not yet been packed or dispatched, we'll do our best to assist with changes or cancellations. Please contact us as soon as possible. Unfortunately, once an order has been dispatched, we are unable to make changes.

Is there a minimum order value?

No. You're welcome to order as little or as much as you'd like.

DELIVERY

Where do you deliver?

We deliver throughout South Africa.

Please note that frozen products are currently only available for delivery within the Overberg region using temperature-controlled vehicles. The current areas available for delivery are:

Bredasdorp, Napier, Stanford, Hermanus, Kleinmond, Betty’s bay, Pringle bay, Caledon, Elgin, Grabouw, Botrivier, Greyton, Riviersonderend, Robertson, Mcgregor, Bonnievale, Ashton, Montagu, Barrydale, Suurbraak, Swellendam, Heidelberg, Riversdale, Stilbay, Witsand, Malgas, Arniston, Struisbaai, Gansbaai, Elim, Baardskeerdersbos

How long will delivery take?

Our standard delivery lead time is 5–7 working days from receipt of payment.

During busy periods or public holidays, deliveries may take slightly longer.

How much does delivery cost?

Delivery charges are calculated automatically at checkout based on your delivery address and the size and weight of your order.

Can I track my order?

Yes. Where available, you'll receive tracking details once your order has been dispatched.

PRODUCTS

Are your products locally made?

Many of our products are proudly made by passionate South African artisan producers and small businesses. We also stock a carefully selected range of premium international gourmet products.

Do you sell gift hampers?

Yes! We offer beautifully curated gourmet gift hampers for birthdays, corporate gifting, celebrations and special occasions.

If you're looking for something unique, we can also create custom hampers tailored to your budget and preferences.

Can I include a gift message?

Absolutely! Simply add your message during checkout, and we'll include it with your gift.

Frozen & Chilled Products

Why are frozen products only available in certain areas?

To maintain the highest food safety standards, frozen products are delivered only within the below areas using temperature-controlled vehicles to preserve product quality.

Pringle Bay, Betty’s Bay, Kleinmond, Elgin, Grabouw, Botrivier, Greyton, Hermanus, Stanford, Gansbaai, Elim, Baardskeerdersbos, Struisbaai, Agulhas, Arniston, Bredasdorp, Napier, Caledon, Riviersonderend, Swellendam, Heidelberg, Malgas, Witsand, Riversdale, Stilbaai, Jongensfontein, Ladismith, Robertson, McGregor, Bonnievale, Ashton, Montagu, Stormsvlei 

What should I do when my frozen order arrives?

Please unpack your order immediately and place frozen products into your freezer and chilled products into your refrigerator as soon as possible.

Allergens & Dietary Information

Do you provide ingredient information?

Yes. Ingredient information is available on our product pages wherever possible.

If you have a specific dietary requirement or food allergy, please contact us before placing your order.

Are your products allergen-free?

Many of our artisan suppliers produce food in facilities that handle allergens such as nuts, dairy, gluten, soy, eggs and sesame.

While every effort is made to provide accurate information, Downtown Deli cannot guarantee that products are free from traces of allergens.

Returns & Refunds

Can I return food products?

Because many of our products are perishable, we can only accept returns where products are damaged, defective, incorrect or not of acceptable quality.

Please notify us within 24 hours of receiving your order.

Can I return frozen products?

Frozen and chilled products cannot be returned once accepted if the cold chain has been broken, unless they were delivered damaged, defective or incorrectly supplied.

How do I request a refund or replacement?

Please email us with:

• Your order number

• Your full name

• A description of the issue

• Photographs of the product (where applicable)

Our team will assess your request as quickly as possible.

Payments

Which payment methods do you accept?

We accept secure online payments through our approved payment gateway. Available payment options are displayed during checkout.

Is it safe to shop online?

Yes. Your payment is processed through a secure, encrypted payment gateway. Downtown Deli does not store your credit card details.

Corporate & Wholesale

Do you offer corporate gifting?

Yes! We create premium gourmet gift hampers for businesses, client appreciation gifts, employee rewards, conferences and special events.

Please contact us for customised solutions.

Do you supply restaurants, cafés and hospitality businesses?

Yes. Through Packtown, we supply a wide range of gourmet food products, pantry essentials and speciality items to hospitality businesses across South Africa.

Please contact our team to discuss your requirements.

Contact Us

Still have a question?

We're here to help.

Email: support@downtowndeli.co.za

Telephone: 028 425 2285

Office Hours

Monday – Friday: 08:00 – 17:00

Saturday, Sunday & Public Holidays: Closed

Can't find the answer you're looking for? We'd love to hear from you. Whether you need help choosing the perfect gourmet gift, have a question about ingredients, or need assistance with an order, our team is just a phone call or email away.