What happens if an item is out of stock?
If an item in your order is unavailable, our picker will suggest a suitable replacement of equal or greater value. You will receive a notification with the proposed substitution and can accept or reject it in real time. If you reject the substitution, the item will be removed from your order and you will be refunded the full amount. You can also set your substitution preferences in advance from your Profile settings.
How do I cancel or modify my order?
You can cancel or modify your order up until the picking process begins. Go to My Orders, select the order, and tap "Modify Order" or "Cancel Order". Once our picker has started preparing your order, cancellation is no longer possible. Modifications to individual items may still be made by contacting our support team via WhatsApp for the fastest response.
What is your refund policy?
If you are not satisfied with an item, you can report an issue within 24 hours of delivery. We will review your request and process a refund to your original payment method within 3-5 business days. For perishable items that arrive damaged or expired, a full refund is guaranteed. Non-perishable item returns must be in their original sealed packaging.
How does the driver tip work?
During checkout, you have the option to add a tip for your delivery driver. Tips are 100% paid to the driver and are not shared with Fresh Food Market. You can choose a suggested amount or enter a custom tip. You can also add or adjust your tip after delivery from the order summary screen. Tipping is completely optional but always appreciated.
What areas do you deliver to?
Fresh Food Market currently delivers across major metropolitan areas in Gauteng, Western Cape, and KwaZulu-Natal. To check if your area is covered, enter your delivery address during sign-up or in the address settings. We are expanding to new areas regularly. Sign up for notifications to be informed when we start delivering in your neighbourhood.