At Nestlé® Shop, we’re passionate about delivering the authentic tastes of South Africa directly to your home. Just as we carefully curate our premium products—from traditional biltong to artisanal beers—we’re committed to ensuring your complete satisfaction with every aspect of your shopping experience.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You’ll receive a tracking number via email once your order ships.
Shipping Methods & Timeframes
We offer two shipping options to accommodate your needs:
Standard Shipping – $12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment
- Ideal for faster delivery
Free Shipping
- Available for orders of $50 or more
- Carrier: EMS
- Delivery Time: 15-25 business days after shipment
- Perfect for budget-conscious shoppers
Note: We ship worldwide, with the exception of some Asian countries and remote locations. Delivery times may vary based on destination and customs processing.
Accepted Payment Methods
We accept the following payment methods for your convenience:
- Visa
- MasterCard
- JCB
- PayPal
Returns & Exchanges Policy
Your satisfaction is our priority. If you’re not completely happy with your purchase, we’ll make it right.
Return & Exchange Eligibility
We accept returns and exchanges for most products within 15 days of your receipt date. To be eligible:
- 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
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
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.
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
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.
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 shipping, return, or exchange questions.
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!