Frequently Asked Questions

Business Hours

Monday - Thursday: 08h30 - 17h00
Friday: 08h30 - 13h00

For urgent assistance WhatsApp us anytime 24/7 +27834511479
Phone signal can be unreliable but we always have WhatsApp connection. 

Orders

How do I place an order?

#1 Find the products that you would like to order by browsing the categories in the navigation bar. You can also search for products by using the search bar in the top left-hand corner of the webpage.

#2 When you find a product that you like, add it to your cart by clicking the ADD TO CART button. Note that some products have different size options. This is indicated by an OPTIONS button. Click on this button to select which size you prefer.

#3 When you've added all the selected products to your cart, click on the shopping cart icon at the top right-hand corner, and then click the CHECKOUT button to continue to payment. You will receive an order confirmation email once payment is complete.

How do I cancel an order?

Unfortunately, we cannot cancel or reschedule your order if it’s a food product. For non-food item assistance, please contact our customer service team via WhatsApp +27 834511479 or email orders@braaiveld.co.za

Payments

How do I pay for my order?

You can pay for your order directly online, using either a debit card, credit card, voucher or Apple Pay. Or you can apply to open a B2B account with accounts@braaiveld.co.za and once your credit and payment terms have been approved you will be able to place orders and pay on invoice / statement. 

Can I save my payment details?

Yes. We use tokenisation to secure your card details. In order to activate this, an initial fee of R1 is deducted to authenticate your card, which is refunded immediately. Once your payment details are saved, your credit card will be charged when completing the next purchase.

For more details, please refer to our Terms and Conditions.

How do I redeem a voucher from BraaiVeld?

Proceed to checkout and select Voucher as payment method. Enter your unique voucher code and confirm the payment. Any balance on the voucher can be redeemed with your next purchase. Follow the same steps as above to view the voucher balance.

How do I apply a promo code to my order?

Go to checkout, enter the promo code in the window under "Do You Have a Promo Code?" and select APPLY. Proceed to payment to settle the balance of your order.

My payment was cancelled. What do I do now?

A Payment Cancelled message most likely occurs when the payment window time has elapsed. You can try the payment again or contact our accounts team for assistance, accounts@braaiveld.co.za

My transaction was deducted multiple times. Can you refund me?

Yes, we can refund you to your online shop wallet or to your credit card. Please contact accounts@braaiveld.co.za or WhatsApp us on +27834511479

Multiple deductions may occur when payment is retried before the pending message changes to either Successful or Cancelled.

How does the wallet work? How do I check the balance in my wallet?

In the event of a refund, you may choose to have the balance transferred to your BraaiVeld online shop profile wallet (instead of refunding it to your credit card). You may then use the funds in this wallet towards any future purchases from the online shop. To check the balance in your wallet, log into your online shop profile, click on the profile icon, navigate to Payment & Credit, and scroll down. The balance will be indicated under the section My Wallets.

My payment details have changed. How do I update this?

Log into your online shop profile, click on the profile icon and navigate to Payment & Credit. Under the section My Cards you can manage your payment details by adding or deleting payment methods.

Deliveries

How long does my delivery take from order placement?

Delivery timelines depend on your location. We fulfill orders same day if the product is in stock and then ship to you on your agreed weekly scheduled day/days. If the product is not in stock you will be notified on the expected timeline via WhatsApp or Email. If you need a product urgently (please email sales@braaiveld.co.za or WhatsApp +27834511479).

How do I order an urgent delivery?

For remote lodge deliveries we have set weekly or bi-weekly route days, however for urgent deliveries we will always do our best to accommodate you. If urgent or last minute please WhatsApp +27834511479 or if you know in advance you need us on standby, please email sales@braaiveld.co.za 

How much does delivery cost?

Delivery is free for orders on our scheduled routes. If not on a scheduled route then a weekly / monthly delivery fee will be quoted to you depending on the estimated volume of your purchases.

How do I update my delivery address?

Log into your online shop profile, click on the profile icon and navigate to Address Book. You can save multiple delivery addresses and edit each one by clicking on Edit. Each address can also have a nickname. You can delete a delivery address at any time.

Can I choose my delivery date?

This depends on your location, please WhatsApp +27834511479 and we can arrange scheduled delivery dates. 

Do you send an ETA in advance on the day of delivery?

You will receive a WhatsApp notification when your goods are on the way. 

Returns

Can I return or exchange my purchase?

If you are not 100% happy with your unused purchase, please return it to us within 7 days of receiving it for an exchange or refund. It must be returned in its original packaging, and the return will be at your own cost. Once we have received and inspected your return, we will refund you or do an exchange depending on your preference.

If you are unhappy with a fresh food product, please take photo of the packaging and share it with us via WhatsApp on +27 83 451 1479. Please advise us of any defects with the products within two (2) hours of delivery and we will refund you in full or provide a credit.

As our goods are fresh and perishable to ensure food safety we cannot accept returns more than 2 hours after delivery. We are happy to assist you with an exchange.

My item was damaged or defective. What do I do?

BraaiVeld’s policy is to ensure that all goods are supplied to our customers in an excellent condition and that every precaution is taken to protect the integrity of every product we sell.

If your goods are damaged or defective, we will exchange the damaged item(s) provided you notify us about the damaged item(s) within 7 days of receiving the delivery.

I received an incorrect item with my order.

Please notify us as soon as possible or within 2 days of receiving it. We will collect the incorrect item and replace it with the correct one. Alternatively, we will collect the incorrect item, and refund you.

Please get in touch with our customer service team for assistance +27834511479 or sales@braaiveld.co.za