FAQs
Frequently Asked Questions
Payment
Which payment methods do you accept?
All payments are processed securely through Payfast. We accept Visa, Mastercard, Instant EFT, Mobicred, Zapper, and Payflex.
Can I get an invoice?
Yes. Send your request to onlinesales@cocoafair.com with your order number.
Orders & Delivery
What are your delivery times?
| Destination | Handling | Transit | Estimated Total |
| South Africa | 0–1 business days | 2–5 business days | 2–6 business days |
What are your delivery costs?
Standard shipping is R120.00. Delivery is free on orders of R500.00 and above. All prices are in South African Rand (ZAR).
Do you deliver to my area?
We deliver nationwide within South Africa only.
Can I track my order?
Yes. Once your order is dispatched, you will receive a confirmation email with a tracking number. You can also track your order any time on our Track Your Order page.
Can I collect my order?
Yes. Local pickup is available from our factory at Meerendal Wine Estate. Select local pickup at checkout and wait for confirmation that your order is ready before collecting.
Can I cancel my order?
Yes, within 24 hours of purchase and provided it has not yet been dispatched. Contact us immediately at onlinesales@cocoafair.com. See our Order Cancellation Policy for details.
Returns & Refunds
How do I return an item?
Email onlinesales@cocoafair.com with your order number and reason for return. We respond within 1 business day with instructions. Returns must be requested within 7 days of receiving your order.
Which items cannot be returned?
For food safety reasons, opened chocolate, confectionery, cocoa products, drinks, perishable goods, custom orders, gift cards, and tour/experience bookings cannot be returned once opened or used, unless defective, damaged, or incorrectly supplied.
My chocolate arrived softened or discoloured — is it faulty?
Chocolate is heat-sensitive. Minor softening or surface discolouration from transit heat does not affect safety or quality and is not considered a defect. If a product arrives genuinely damaged, contact us within 48 hours with photos.
How long do refunds take?
Approved refunds are processed to your original payment method within 7 business days after we receive and inspect your return.
Tours & Experiences
Can I reschedule or cancel a tour booking?
Tours and tastings may be rescheduled where possible with at least 48 hours’ notice. Cancellations under 48 hours or no-shows are non-refundable. Contact onlinesales@cocoafair.com to reschedule.
Products & Allergens
Where can I find allergen information?
Allergen and ingredient information is on each product’s packaging, and known ingredients are listed on product pages. Please also read our Allergen Statement. Our products are made in a facility that handles milk, soy, nuts, peanuts, and gluten.
Currency & Pricing
In which currency are prices shown?
All prices are displayed in South African Rand (ZAR), including VAT where applicable.
Customer Service & Contact
| onlinesales@cocoafair.com | |
| Phone | +27 21 551 0042 |
| Support Hours | Mon–Fri & Sun 08:30–17:00, Sat 08:00–17:00 (SAST) |
| Response Time | Within 1 business day |