Terms and Conditions

Milk & Honey Cakery | Terms & Conditions

Thank you for shopping with Milk & Honey Cakery (Pty) Ltd. These terms apply to purchases made through our website and stores. Please read them before ordering. Nothing in these terms limits rights that cannot lawfully be excluded under South African law, including the Consumer Protection Act.

1. Ordering and payment

Orders are subject to product availability, successful payment and confirmation. Please check your products, quantities, collection branch or delivery address, and contact details before completing checkout. Prices are displayed in South African rand; any applicable delivery charge is shown at checkout. We may correct obvious pricing or listing errors and will contact you if an affected order cannot be fulfilled as placed.

2. Nationwide delivery

Only products specifically marked as eligible for nationwide shipping can be couriered. These currently include selected cookies, brownies and Rocky Road. Cakes, cupcakes, cake slices and dessert cans are not available for nationwide shipping. Nationwide shipping is free on qualifying orders of R550 or more, subject to the shipping options and charges displayed at checkout.

We generally dispatch nationwide parcels Monday to Thursday to help preserve freshness. Orders placed after 12:00 on Thursday will generally be dispatched the following week. Delivery typically takes approximately 1–3 business days after dispatch, depending on the destination. These are estimates rather than guaranteed delivery dates. Public holidays, courier operations and other circumstances may affect dispatch and delivery. We will provide tracking information when available.

Please provide a complete and accurate address, recipient name and contact number, and arrange for someone to accept delivery. If incorrect details or an unavailable recipient cause a failed delivery, additional reasonable courier charges may apply. Contact us promptly if tracking indicates a problem. We will assess reported lost, delayed or damaged parcels and provide the remedy required by applicable law; we do not exclude liability for all courier-related issues.

3. Durban pre-orders and collection

Products designated for local collection, including cakes and cupcakes, must be collected at the selected Milk & Honey branch on the date and within the collection arrangements confirmed at checkout. Collection is available only at the branch shown on your order confirmation. Please present your order confirmation when collecting.

Contact us as early as possible if you need to change a collection date or branch. We generally require at least 48 hours' notice for a rescheduling request, and changes are subject to production capacity and availability. Some specially arranged orders may require longer notice, which we will confirm when accepting the order. We cannot guarantee changes once preparation has started.

Please inspect your order at collection and transport cakes upright on a stable, level surface in a cool environment. We cannot accept responsibility for damage caused by improper handling or storage after collection, but this does not affect your rights in respect of goods supplied in an unsatisfactory condition.

4. Cancellations, refunds and complaints

Our products are perishable and often prepared to order. Changes and cancellations are therefore subject to the nature and stage of the order and applicable law. We do not generally offer discretionary refunds for a change of mind after production or dispatch has begun. However, this policy does not exclude refunds, replacements or other remedies where required by the Consumer Protection Act, Electronic Communications and Transactions Act or other applicable law.

If an item is missing, incorrect, damaged, spoiled or otherwise not as described, please contact us as soon as reasonably possible, ideally within 24 hours of delivery or collection, with your order number and clear photographs. The 24-hour request helps us investigate perishable products and is not a waiver of statutory rights. Please retain the product and packaging where reasonably possible until we have advised you. We will investigate and offer an appropriate remedy based on the circumstances and applicable law.

5. Uncollected orders

If you cannot collect on the agreed date, please contact the branch promptly. Because products are perishable, we cannot guarantee freshness or continued availability after the scheduled collection time. We may dispose of food that is no longer safe or suitable for sale. Any refund or other remedy will be determined according to the circumstances and applicable law.

6. Product appearance and allergens

Our products are handmade and may vary slightly in appearance, decoration, size and finish from photographs. Product descriptions and photographs are illustrative, but the goods supplied must still meet applicable legal standards.

Our kitchens handle ingredients including wheat/gluten, milk, eggs, soy, peanuts and tree nuts. Cross-contact may occur. If you have an allergy or dietary concern, contact us before ordering so we can provide available ingredient information. We cannot guarantee an allergen-free environment unless expressly confirmed in writing.

7. Storage and food safety

Please follow any storage, refrigeration, best-before or handling instructions supplied with your products. Quality and shelf life may be affected by heat, delays, improper storage or handling. Consume perishable products within the advised period.

8. Gift cards

Gift cards are subject to the conditions disclosed at purchase and applicable South African law. Where the Consumer Protection Act applies, a prepaid gift card or voucher will remain valid for at least three years from issue unless fully redeemed earlier. Gift cards are not generally redeemable for cash, except where required by law.

9. Availability and circumstances beyond our control

We may update our range, prices and product availability. If an ordered product becomes unavailable, we will contact you to agree on a suitable alternative, revised fulfilment arrangement or applicable refund. We will communicate material disruptions, including power outages, supply shortages or courier interruptions, as promptly as reasonably possible. We will not replace a legally required refund with store credit without your agreement.

10. Website use and privacy

We aim to keep website information accurate and our online store available, but temporary interruptions or technical errors may occur. You must not misuse the website or attempt unauthorised access. Personal information provided when ordering is handled in accordance with our privacy policy and applicable data-protection law. We may photograph our own products for marketing, but will not publish customers' personal information without an appropriate lawful basis.

11. Contact and governing law

For questions, order changes or complaints, email orders@milkandhoneycakery.co.za. These terms are governed by South African law. If any provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

Last updated: 9 November 2026.