Question 1

What makes your vanilla “Grade A”?

Accepted Answer

Our pods are dark, oily to the touch, and pliable enough to tie in a knot — a sign of 30%+ moisture that carries real flavour. Most suppliers blend Grade A and B to cut cost; we don't. Every batch we sell is Grade A, no exceptions.

Question 2

Where does your vanilla come from?

Accepted Answer

Direct from small farms in the Sava Region of northern Madagascar. The pods are hand-pollinated, harvested at around nine months, and cured for roughly six months using the traditional method before they're hand-graded.

Question 3

Why does my pod look slightly different from the last batch I ordered?

Accepted Answer

Our vanilla is a natural agricultural product, not a manufactured one — small variation in weight, length, colour, sheen, and aroma between individual pods and between batches is normal and expected. It isn't a defect.

Question 4

Is your vanilla Halal?

Accepted Answer

Our pods, powder, sugar, and glycerine-based (alcohol-free) extract and paste are all Halal friendly. Our alcohol-based extract and alcohol-based paste are not, due to their alcohol content.

Question 5

What's the difference between your alcohol-based and alcohol-free (glycerine) extract/paste?

Accepted Answer

Alcohol-based extraction is the traditional method and holds up best in baking and high-heat cooking. Our glycerine-based version is alcohol-free, with a softer, rounder flavour — suited to Halal, religious, or child-friendly kitchens, or anyone who prefers to avoid alcohol.

Question 6

What's the difference between vacuum-sealed and glass-tube packaging?

Accepted Answer

Vacuum-sealed is our default at no extra charge. Glass-tube packaging (available on pods, powder, and sugar) packs each unit individually for a small per-unit surcharge — popular for gifting or extra protection in transit.

Question 7

Do I need an account to place an order?

Accepted Answer

Yes — an account lets you track orders, view delivery status, and access printable statements. Creating one takes a minute, and you'll need to click the activation link we email you before you can log in and check out.

Question 8

What payment methods do you accept?

Accepted Answer

Checkout is handled securely through PayFast, in South African Rand. We never see or store your card details — PayFast handles that entirely under its own security standards.

Question 9

How much does shipping cost within South Africa?

Accepted Answer

Domestic shipping is calculated automatically at checkout based on your delivery address and the weight of your order, via The Courier Guy. There's no flat or free-shipping rate.

Question 10

Do you ship internationally?

Accepted Answer

Yes. International shipping isn't quoted automatically at checkout — you choose either to have us work out the cost and email you within 3–5 working days of payment, or to arrange your own courier collection from our premises yourself.

Question 11

How long does delivery take?

Accepted Answer

Estimated delivery windows are provided by the courier at the time of booking and aren't guaranteed — delays caused by the courier, weather, or customs (for international orders) are outside our control, though we'll help you follow up if something goes wrong.

Question 12

How do I track my order?

Accepted Answer

Log in and visit your order history — each order shows its current status (ordered, processing, scheduled with courier, with courier, or delivered), and a tracking number appears once it's booked with the courier.

Question 13

Can I return a product if I change my mind?

Accepted Answer

Only if it's unopened with its vacuum seal, glass tube, or bottle seal intact. Because our products are perishable, hygiene-sealed food items, we can't accept a return or issue a refund once that seal is broken, except where the item itself is defective or arrived damaged.

Question 14

My order arrived damaged or faulty — what do I do?

Accepted Answer

Contact us within 7 days of delivery with your order number and photos of the item and packaging, and we'll arrange a replacement or refund at no cost to you.

Question 15

How long do refunds take, and how are they paid?

Accepted Answer

Once a return is received and approved, we process refunds within 10 working days. For security, refunds are only ever paid into a confirmed bank account belonging to the person who placed and paid for the order — we'll ask for a bank confirmation letter before paying out.

Question 16

Who pays for return shipping?

Accepted Answer

The customer, unless the return is due to our error or a confirmed defect, in which case we cover it.

Question 17

Can I cancel my order after I've paid?

Accepted Answer

If it hasn't yet been handed to the courier, contact us as soon as possible and we can usually cancel and refund it in full. Once dispatched, our standard return conditions apply.

Question 18

Do you offer wholesale or trade pricing?

Accepted Answer

Yes — for bakeries, patisseries, restaurants, and similar commercial kitchens. Minimum order is 1kg (roughly 200 medium pods, or the paste/extract/powder equivalent), with tiered bulk pricing applied automatically to your account once approved. Orders are paid securely at checkout (card or EFT via PayFast), same as a retail order. Apply on our Wholesale page — approval is usually reviewed within a business day.

Question 19

Once my product arrives, how should I store it?

Accepted Answer

Keep pods in a cool, dark, airtight container. Extract, paste, powder, and sugar should be stored per ordinary food-safety practice. Once a product has left our premises, responsibility for correct storage and use is the purchaser's.

Question 20

I have a food allergy — is your vanilla safe for me?

Accepted Answer

If you or anyone in your household has a food allergy or sensitivity, please check ingredients and consult a medical professional before use — we're not able to give medical or dietary advice.

Frequently asked questions.

Products & Quality

Ordering, Accounts & Payment

Shipping & Delivery

Returns, Refunds & Cancellations

Wholesale

Storage, Safety & Care

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