Bringing the authentic taste of Africa to your doorstep, with the same care we put into crafting our biltong.

Our Shipping Promise

We carefully pack and dispatch your taste of Africa with speed and care, ensuring it reaches you in perfect condition.

Order Processing

All orders are processed within 1-2 business days (excluding weekends and public holidays). You will receive a confirmation email with tracking details once your order is on its way.

Shipping Methods & Delivery Times

We ship globally (excluding some remote regions and parts of Asia). Please see our estimated delivery times below:

  • Standard Shipping (via DHL or FedEx):
    • Cost: £12.95
    • Estimated delivery: 10-15 business days after dispatch.
  • Free Shipping (via EMS for orders over £50):
    • Cost: Free on qualifying orders.
    • Estimated delivery: 15-25 business days after dispatch.

Please note: Delivery times are estimates and may vary due to customs or seasonal delays. You can track your order using the link provided in your shipping confirmation email.

Our Returns & Exchanges Promise

Your satisfaction is as important to us as the authenticity of our flavours. Our policy is designed to be straightforward and fair, reflecting the warmth and integrity you find throughout our shop.

Key Policy Points

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unopened, in their original packaging, and in resalable condition.
  • Process: Always contact us first to initiate a return or exchange.
  • Refunds: Issued to the original payment method within 5-10 business days after we receive and inspect the return.

Step-by-Step Return or Exchange Process

  1. Contact Us Within 15 Days: Email our friendly team at [email protected] with your order number and item details. Use the template below to make it easy.
  2. Receive Instructions: We’ll reply with a Returns Authorisation Number and clear instructions on where to send your package. Please do not send anything back without this authorisation.
  3. Pack & Ship: Securely pack the unused product(s) in their original packaging. Include the Returns Authorisation Number inside. Ship it to the address we provide. Return shipping costs are the customer’s responsibility, unless the return is due to our error.
  4. We Process Your Request: Once we receive and inspect the return, we will notify you by email.
    • For a refund: We will process it to your original payment method.
    • For an exchange: We will ship the replacement as soon as possible, subject to stock.

Return/Exchange Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Savanna Foods Shop Team,

I would like to request a [return for refund / exchange] for my recent order.

Order Number: [Please insert your order number]
Name: [Your Full Name]
Email: [Your Email Address]
Item(s) to return/exchange:
– [Product Name] – [Quantity] – Reason: [e.g., Changed mind, Incorrect item received, etc.]
For an exchange, my preferred replacement item is: [Product Name, if applicable]

I confirm the item(s) are unopened and in their original packaging.

Kind regards,
[Your Name]

Refund Timing & Method

We process refunds with the same attention we give to preparing our boerewors.

  • Timing: Please allow 5-10 business days for the refund to be processed after we approve your return. The time for funds to appear in your account then depends on your bank or payment provider.
  • Method: All refunds are issued back to the original payment method used (Visa, MasterCard, JCB, or PayPal). We cannot issue refunds to an alternate method. You will receive an email confirmation once your refund is initiated.

Important Exceptions & Notes

Non-Returnable Items

To ensure the safety and quality of our artisanal foods, we cannot accept returns or exchanges on the following items:

  • Perishable & Food Safety Items: All Biltong & Droëwors (including Biltong Bites, Chunks, and flavoured varieties like Chilli Chutney or Cracked Black Pepper), Boerewors, and items from our Butchery range. These are handmade, preservative-free products where freshness and safety are paramount.
  • Opened or Used Products: Any product where the original packaging has been opened, sealed, or tampered with.
  • Final Sale Items: Any item marked as “Final Sale” or on clearance.

This policy is in place for the same reason we vacuum-seal our droëwors—to guarantee the integrity and quality you expect.

Damaged or Incorrect Items

If your order arrives damaged or if we sent the incorrect item, please contact us within 48 hours of delivery at [email protected]. We will arrange a replacement or refund immediately, including covering any return shipping costs.

Need Help? We’re Here For You.

Returning a package shouldn’t be complicated. If you have any questions or need assistance, please reach out. We’re as committed to your satisfaction as we are to bringing the vibrant, bold tastes of Africa to your home.

Email: [email protected]
Postal Address for Returns (by authorisation only):
Savanna Foods Shop, 37 Outland Rd, Plymouth, GB PL1X 7PD

Warmly,
The Team at Savanna Foods Shop