Lebanese Bakery and Kitchen Delivery Policy
At the Lebanese Bakery and Kitchen, we are committed to providing you with a seamless and delightful food experience, from our kitchen to your table. This Delivery Policy is designed to manage your expectations regarding the delivery of your online shop purchases and catering orders. Please review this policy carefully before finalising your purchase.
1. Scope of Delivery Services
Our delivery services are categorised into two main areas: Online Shop Deliveries for everyday orders and Catering Deliveries for large orders and special events.
2. Online Shop Deliveries
2.1 Delivery Zones
For orders placed through our online shop, we offer delivery within a 15-kilometre radius from the specific Lebanese Bakery and Kitchen store from which your order was placed. If your delivery address falls outside this radius, you will be notified at checkout, and delivery may not be available. Order and collect options will be available.
2.2 Delivery Times
Our collection dates and times for delivery are Mondays to Fridays from 09:00 to 17:00 and Saturdays and Sundays from 09:00 to 14:00. The date & time you select is when our driver will collect your delivery from our store and not the time of delivery handover.
During the checkout process, you will be prompted to select a preferred delivery window for your order. We endeavour to deliver your order within this stipulated timeframe. Please ensure you are available to receive your order during the selected window.
2.3 Delivery Method
All online shop deliveries are handled by our trusted third-party delivery partners or by our own dedicated delivery team, using suitable transport to ensure your food arrives fresh and in excellent condition.
2.4 Delivery Fees
Delivery fees for online shop orders are calculated based on your delivery address and the size of your order. The exact delivery fee will be clearly displayed during the checkout process before you confirm your purchase.
3. Catering Deliveries
3.1 Delivery Zones
Catering delivery zones are determined on a case-by-case basis and will be confirmed during the booking and quotation process. We aim to accommodate most locations within Cape Town and surrounding areas for catering services.
3.2 Delivery Times
For catering orders, delivery times will be mutually agreed upon and confirmed in writing prior to your event or requested delivery date. It is crucial that the agreed-upon time is strictly adhered to for the smooth execution of your event.
3.3 Delivery Method
Catering orders are primarily delivered by our trusted third-party delivery partners, ensuring reliable and efficient transportation of your order to its destination.
3.4 Delivery Fees
Catering delivery fees are calculated based on the distance, complexity of the order, and staffing requirements. These fees will be itemised and included in your catering quotation.
4. Customer Not at Delivery Point
4.1 Missed Online Shop Deliveries
If a customer is not present at the specified delivery address within the selected delivery window for an online shop order, our delivery personnel will attempt to contact you via the phone number provided. If we are unable to reach you or if you are not available to receive the order within a reasonable waiting period (typically 5-10 minutes), the order will be returned to the store. Please note that in such instances, the Lebanese Bakery and Kitchen will regrettably not issue a refund for the missed delivery. Re-delivery may be arranged at an additional cost, subject to availability and our discretion.
4.2 Missed Catering Deliveries
For catering orders, it is imperative that an authorised representative is present at the agreed-upon delivery location and time. If, for unforeseen circumstances, no one is available to receive the order, our team will attempt to contact the designated person. Failure to receive the order at the pre-arranged time may result in additional charges for waiting time or, if re-delivery is required, additional transportation costs. In extreme cases where the order cannot be delivered, no refund will be provided due to the perishable nature and bespoke preparation of catering items.
5. Damaged or Missing Items
5.1 Reporting Procedure
Upon receiving your order, please inspect it immediately. If you notice any damaged items, missing items, or discrepancies with your order, you must notify the Lebanese Bakery and Kitchen within 30 minutes of delivery. Please contact us directly at 021 671 1522 for our Claremont Branch and 021 434 1589 for our Cape Town City Branch or email us at orders@lebanesebakery.co.za and provide your order number, a clear description of the issue, and, if possible, photographic evidence of the damage.
5.2 Investigation and Resolution
Upon receipt of your report, we will conduct an immediate investigation. This may involve contacting our delivery partner or internal team. Based on the findings, we will determine the appropriate course of action, which may include:
- Replacement of the affected item(s): Subject to availability and delivery feasibility.
- Partial or full refund: For the value of the damaged or missing item(s).
- Credit: An online store credit for future purchases.
We reserve the right to decline claims made outside the stipulated 30-minute window.
6. Refunds and Reimbursements
6.1 General Refund Policy
Refunds and reimbursements will be processed in accordance with the conditions outlined in this policy and relevant consumer protection laws in South Africa. We do not offer refunds for:
- Change of mind after the order has been prepared or dispatched.
- Orders where the customer is not present at the delivery point within the agreed-upon timeframe (as per Section 4).
- Issues not reported within the specified 30-minute window (as per Section 5.1).
6.2 Processing Refunds
Approved refunds will typically be processed within 5-7 business days to the original method of payment. Please note that it may take additional time for the funds to appear in your account, depending on your bank’s processing times.
7. Contact Us
If you have any questions or require further clarification regarding our Delivery Policy, please do not hesitate to contact us:
Lebanese Bakery and Kitchen
Phone: 021 671 1522 [Claremont Branch] and/or 021 434 1589 [Cape Town City Branch]
Email: orders@lebanesebakery.co.za