Shipping policy
Shipping & Delivery Policy
Effective Date: 7 September 2026
Thank you for choosing Phala’s Eating House.
We prepare our food fresh and arrange delivery with the aim of getting your order to you safely, accurately, and within the estimated delivery period shown at checkout.
Because our products are freshly prepared food and beverages, delivery arrangements may differ from ordinary parcel deliveries.
1. Delivery Areas
Phala’s Eating House delivers to selected areas within our available delivery zone.
Delivery availability and applicable delivery charges are determined by the delivery address entered during checkout.
If your address falls outside our delivery area, we may be unable to accept or complete the order.
2. Delivery Charges
Any applicable delivery fee will be displayed during checkout before you complete your purchase.
Delivery charges may vary depending on the delivery location, distance, order requirements, or other applicable factors.
Where a delivery fee has been charged, it relates to the delivery service associated with that particular order.
3. Order Preparation
Orders are generally prepared after the order has been successfully received and payment has been confirmed.
Because food is prepared specifically for each order, preparation times may vary depending on:
- Order size;
- Items ordered;
- Current order volume;
- Ingredient availability;
- Kitchen operating conditions; and
- Other circumstances affecting food preparation.
The estimated delivery time provided at checkout or after ordering is an estimate and not a guaranteed delivery time, unless expressly stated otherwise.
4. Delivery Times
We will make reasonable efforts to deliver orders within the estimated delivery period provided to the customer.
Delivery times may be affected by circumstances outside our reasonable control, including:
- Traffic congestion;
- Road closures;
- Accidents;
- Severe weather;
- Vehicle problems;
- Unexpected increases in order volume;
- Delivery-area access restrictions;
- Incorrect or incomplete customer information; or
- Other unforeseen circumstances.
If a significant delay occurs, we may contact the customer using the contact information provided with the order.
5. Customer Responsibility
Customers are responsible for providing accurate and complete delivery information.
This includes:
- Full delivery address;
- Unit, apartment, house, or building number where applicable;
- Correct contact number;
- Access instructions where necessary; and
- Any other information reasonably required to complete delivery.
Phala’s Eating House cannot be held responsible for delivery problems caused by inaccurate, incomplete, or outdated information supplied by the customer.
6. Receiving Your Order
Customers should ensure that someone is available to receive the order at the specified delivery address.
Where reasonably possible, the customer should inspect the order when it is received and notify the delivery person or Phala’s Eating House promptly if an item appears to be missing or materially different from what was ordered.
For food-safety reasons, customers should consume or store delivered food appropriately and as soon as reasonably practicable after receiving it.
7. Failed Delivery
A delivery may be considered unsuccessful where:
- Nobody is available to receive the order;
- The customer cannot be contacted using the information provided;
- The delivery address is incorrect or incomplete;
- The customer refuses to accept the order;
- The delivery location cannot reasonably be accessed; or
- Other circumstances attributable to the customer prevent delivery.
Where a delivery fails for reasons attributable to the customer, Phala’s Eating House may not be able to provide a refund or replacement.
Where appropriate, a second delivery attempt may be arranged and an additional delivery charge may apply.
8. Incorrect or Missing Items
If your order contains a missing item or an item that is materially different from what you ordered, please contact Phala’s Eating House as soon as possible after delivery.
Please provide your:
- Order number;
- Name and contact details;
- Description of the problem; and
- Photographs or other relevant evidence where reasonably possible.
We will investigate the matter and, where appropriate, provide a replacement or another applicable remedy.
9. Damaged, Unsafe, or Unsatisfactory Food
If you believe that food delivered by Phala’s Eating House is unsafe, contaminated, materially defective, or otherwise does not comply with applicable legal requirements, contact us immediately.
Please retain the affected food and packaging where reasonably possible so that the matter can be investigated.
Nothing in this policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be excluded or waived under applicable South African law.
10. Delivery Delays
We are not responsible for delays caused by circumstances outside our reasonable control.
However, where a delay is caused by Phala’s Eating House or its delivery arrangements, we will make reasonable efforts to resolve the issue and communicate with the customer where appropriate.
An estimated delivery time does not constitute a guarantee unless expressly stated otherwise.
11. Cancellation of Orders
Once an order has entered preparation, it generally cannot be cancelled because ingredients, labour, preparation time, and other resources may already have been committed to the order.
Where an order has not yet entered preparation, Phala’s Eating House may, at its discretion, accept a cancellation request.
Any cancellation, refund, replacement, or other remedy remains subject to applicable South African law.
12. Collection Orders
Where an order is placed for collection rather than delivery, the customer is responsible for collecting the order within the agreed collection period.
Orders that are not collected may not be eligible for a refund, particularly where the food has already been prepared.
Any applicable consumer rights under South African law remain unaffected.
13. Delivery Confirmation
Where available, Phala’s Eating House or its delivery provider may use reasonable methods to confirm that an order has been delivered.
This may include confirmation from the customer, the delivery person, electronic delivery records, or other reasonable delivery information.
14. Third-Party Delivery Providers
Where a third-party delivery provider is used, delivery may also be subject to that provider's applicable terms and operating procedures.
Phala’s Eating House will nevertheless make reasonable efforts to assist customers with legitimate delivery issues relating to their orders.
15. No Waiver of Legal Rights
This Shipping & Delivery Policy does not remove or limit any rights that consumers have under the Consumer Protection Act, 2008 (Act 68 of 2008) or any other applicable South African law.
Where applicable law requires Phala’s Eating House to provide a particular remedy, that legal requirement will apply notwithstanding this policy.
16. Contact Us
If you experience a problem with your delivery, please contact Phala’s Eating House as soon as reasonably possible.
When contacting us, please provide your order number and a description of the issue so that we can investigate and assist you efficiently.
Phala’s Eating House reserves the right to update this Shipping & Delivery Policy from time to time.