At Nestlé® Shop, we take pride in delivering authentic South African flavors right to your doorstep. Just as we carefully select our premium products—from traditional biltong to artisanal beers—we’re committed to ensuring your complete satisfaction with every purchase.
Our Promise: If you’re not completely satisfied with your order, we’ll make it right. Our returns and exchanges process is designed to be as straightforward as our payment processing!
Return & Exchange Eligibility
We accept returns and exchanges for most products within 15 days of your receipt date. To be eligible for a return:
- Items must be in their original, unopened packaging
- Products must be in resalable condition
- Original receipt or proof of purchase is required
Non-Returnable Items
To ensure food safety and quality, the following items cannot be returned or exchanged:
- Perishable Foods: All fresh butchery items including BOEREWORS
- Opened Food Products: Any food items with broken seals including BILTONG & DROEWORS, Biltong Bites, Biltong Chunks, Canned & Jarred Foods
- Beverages: Opened Beers, Ciders, Brandy, and Cold Drinks
- Personal Care Items: For hygiene reasons
Step-by-Step Return Process
Step 1: Contact Our Customer Service
Within 15 days of receiving your order, email us at [email protected] with:
- Your order number
- Product name and quantity you wish to return/exchange
- Reason for return
- Whether you prefer a refund or exchange
Step 2: Receive Return Authorization
We’ll respond within 1-2 business days with a Return Authorization Number and detailed instructions. Please do not ship items back without this authorization.
Step 3: Package and Ship Your Return
Securely package the items in their original packaging, include a copy of your receipt, and clearly mark the Return Authorization Number on the outside of the box.
Return Shipping Address:
Nestlé® Shop Returns
10124 Watsonville Road
Louisville, US 40272
Step 4: Processing Your Return
Once we receive and inspect your return (typically within 3-5 business days after arrival), we’ll notify you of the approval status.
Refund Information
Approved refunds will be processed to your original payment method within 5-10 business days after we receive your return. You’ll receive a confirmation email once the refund is processed.
Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the standard shipping cost to send your replacement items.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear Nestlé® Shop Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number] Order Date: [Date of Purchase] Product(s) to Return: [Product Names and Quantities] Reason for Return: [Please describe the issue] Preferred Resolution: [Refund / Exchange for (specific product)]
Please provide instructions for returning the item(s).
Thank you,
[Your Name] [Your Email Address] [Your Phone Number]
Damaged or Incorrect Items
If you receive damaged, defective, or incorrect items, please contact us immediately at [email protected] with photos of the damaged products and packaging. We’ll arrange for a replacement or refund at no additional cost to you, including return shipping if necessary.
Need Help?
Our customer service team is here to assist you with any return or exchange questions. Contact us at:
Email: [email protected]
Response Time: 1-2 business days
Business Hours: Monday-Friday, 9AM-5PM EST
At Nestlé® Shop, we’re committed to bringing you the authentic tastes of South Africa with complete confidence in your shopping experience. Thank you for trusting us with your culinary journey!