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Shipping Policy

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Shipping and Delivery Policy

This Shipping and Delivery Policy explains how orders placed through the 12to12 Market website, mobile applications and related services (“the Platform”) are processed, collected and delivered.

12to12 Market connects customers with participating restaurants, grocery stores, pharmacies, retailers and other sellers. Orders may be delivered by independent delivery partners, sellers’ delivery personnel or approved third-party courier services.

1. Delivery Areas

Delivery is available only within the service areas displayed on the Platform.

Your available sellers and delivery options are determined by:

  • Your delivery address

  • Your current location

  • The seller’s delivery radius

  • Delivery-partner availability

  • The type and size of the order

  • Operating hours and local restrictions

An order may be declined or cancelled if the delivery address falls outside the available service area.

2. Delivery Address

Customers must provide a complete and accurate delivery address, including:

  • Street address

  • Building, complex or unit number

  • Suburb and city

  • Postal code, where required

  • Nearby landmark or access instructions

  • Correct contact number

12to12 Market, the seller and delivery partner will not be responsible for delays or unsuccessful deliveries caused by incomplete or incorrect information supplied by the customer.

Customers should not change the delivery address after an order has been accepted. Address changes are subject to approval and may result in additional delivery charges or cancellation.

3. Delivery Fees

Delivery fees are calculated and displayed before checkout. The fee may be based on:

  • Distance between the seller and delivery address

  • Order size or weight

  • Product category

  • Number of sellers included in the order

  • Delivery demand

  • Delivery speed selected

  • Toll fees or special handling requirements

  • Promotional discounts

Additional charges will not be added after checkout without notifying the customer, except where the customer requests a change to the original order or delivery instructions.

4. Estimated Delivery Times

Estimated preparation and delivery times are displayed on the Platform before or after an order is placed.

Delivery times are estimates and are not guaranteed. Delays may occur because of:

  • High order volumes

  • Traffic or road closures

  • Severe weather

  • Seller preparation delays

  • Product availability

  • Delivery-partner availability

  • Vehicle breakdowns

  • Security restrictions

  • Incorrect delivery information

  • Events beyond our reasonable control

Where possible, customers will receive an updated estimated delivery time through the Platform, SMS, email or telephone.

5. Order Processing

After an order is submitted:

  1. The seller receives the order for confirmation.

  2. The seller accepts, prepares or packs the order.

  3. A delivery partner may be assigned.

  4. The order is collected from the seller.

  5. The delivery partner delivers it to the address provided.

An order is only confirmed once it has been accepted by the relevant seller.

6. Product Availability

Products displayed on the Platform may become unavailable before the seller processes the order.

If an item is unavailable, the seller or 12to12 Market may:

  • Remove the unavailable item and refund its value

  • Contact the customer to approve a substitute

  • Offer a similar product

  • Cancel the affected part of the order

  • Cancel the entire order where fulfilment is not reasonably possible

A substitute should not be supplied without the customer’s approval unless the customer has enabled automatic substitutions.

7. Multiple-Seller Orders

If an order contains products from more than one seller:

  • The products may arrive in separate deliveries

  • Separate delivery fees may apply

  • Preparation and delivery times may differ

  • Different delivery partners may be assigned

The applicable delivery information and charges will be displayed during checkout.

8. Receiving an Order

Customers must be available at the delivery address during the expected delivery period.

The customer may be required to:

  • Answer telephone calls or messages

  • Provide access to a building, complex or delivery area

  • Present an order confirmation or delivery code

  • Provide proof of age or identification for regulated products

  • Inspect the order upon delivery

  • Confirm receipt through the Platform

Customers should not share a delivery verification code before physically receiving the order.

9. Contactless Delivery

Where available, customers may request contactless delivery.

The order may be left at the location specified by the customer. Once the delivery partner has followed those instructions and provided reasonable proof of delivery, the order will be regarded as delivered.

12to12 Market may not be responsible for loss, theft, damage or deterioration occurring after an order has been left unattended in accordance with the customer’s instructions.

10. Unsuccessful Deliveries

A delivery may be considered unsuccessful if:

  • The customer cannot be reached

  • Nobody is available to receive the order

  • The delivery address is incorrect or incomplete

  • The delivery partner cannot access the premises

  • The customer refuses a correct order without a lawful reason

  • Delivery would place the delivery partner at risk

  • The customer does not provide required identification or verification

The delivery partner will make reasonable efforts to contact the customer.

If delivery cannot be completed because of the customer, the order may be returned to the seller, disposed of where it is perishable or marked as undeliverable. The customer may remain responsible for the order and delivery charges, subject to applicable consumer law.

11. Late Deliveries

If an order is delayed, customers should check its status through the Platform or contact customer support.

A delay does not automatically qualify an order for a refund. However, a customer may qualify for cancellation, redelivery, a delivery-fee refund or another appropriate remedy where:

  • Delivery is unreasonably late

  • The order is no longer suitable because of the delay

  • The delay materially affects the quality or safety of the products

  • The order is delivered outside an expressly agreed date or time

  • Applicable consumer law provides a right to cancel

12. Missing, Incorrect or Damaged Orders

Customers should inspect orders as soon as they are received.

If an item is missing, incorrect, damaged, spoiled or unsafe, report the problem to customer support as soon as reasonably possible.

For prepared food, groceries and perishable products, customers should preferably report the problem within 24 hours of delivery. This reporting period does not limit any statutory consumer rights.

You may be asked to provide:

  • Your order number

  • Photographs of the order

  • Photographs of the packaging or receipt

  • A description of the problem

  • The product’s expiry date, where applicable

Eligible claims will be handled according to the 12to12 Market Refund and Returns Policy.

13. Collection Orders

Where collection is available, customers may collect orders directly from the seller.

Customers must:

  • Collect the order from the correct location

  • Wait for confirmation that it is ready

  • Collect it during the stated collection period

  • Provide the order number or collection code

  • Present identification where required

12to12 Market and the seller may not be responsible for deterioration or reduced quality where a prepared or perishable order is collected late.

14. Food and Perishable Products

Prepared meals, chilled goods, frozen products and other perishable items should be received promptly and stored appropriately after delivery.

Customers are responsible for following storage, preparation and consumption instructions supplied by the seller or manufacturer.

12to12 Market will not be responsible for deterioration caused by improper handling or storage after delivery.

15. Pharmacy and Regulated Products

Medicines, healthcare products and other regulated items may be subject to additional requirements.

The customer may be required to:

  • Provide a valid prescription

  • Present identification

  • Confirm their age

  • Receive the order personally

  • Answer questions required by a pharmacy

  • Comply with storage and handling instructions

Delivery may be refused or cancelled if the legal or pharmacy requirements are not satisfied.

Restricted products will not be left unattended unless permitted by law and approved by the relevant seller.

16. Age-Restricted Products

Where legally permitted products are subject to an age restriction, the delivery partner may request a valid government-issued identity document.

The order will not be handed over where:

  • The recipient is below the required age

  • Valid identification cannot be produced

  • The delivery partner reasonably suspects unlawful purchasing or receipt

The customer may still be responsible for reasonable costs incurred, subject to applicable law.

17. Parcels and Courier Deliveries

Parcel services may be subject to additional weight, size, packaging and prohibited-item requirements.

Customers are responsible for:

  • Providing an accurate description of the parcel

  • Packaging the parcel securely

  • Declaring fragile, valuable or restricted contents

  • Providing correct sender and recipient details

  • Ensuring that the parcel does not contain prohibited or unlawful items

12to12 Market or the delivery partner may refuse any parcel that is unsafe, unlawfully packaged, incorrectly declared or prohibited from transport.

18. Prohibited Delivery Items

Customers and sellers may not use the Platform to deliver:

  • Illegal goods or substances

  • Stolen or counterfeit products

  • Weapons or explosives

  • Dangerous or hazardous materials

  • Undeclared cash or highly valuable items

  • Products prohibited by law

  • Any item that may create an unreasonable safety risk

12to12 Market may cancel such orders and report suspected unlawful activity to the appropriate authorities.

19. Risk and Responsibility

Responsibility for an order generally passes to the customer when it is delivered to:

  • The customer

  • A person authorised by the customer

  • The reception, security desk or delivery point designated by the customer

  • A location selected for contactless delivery

This does not exclude responsibility for products that were already defective, damaged, unsafe or incorrect when delivered.

20. Service Interruptions

Delivery services may be suspended or limited because of:

  • Severe weather

  • Civil unrest

  • Load shedding or network failures

  • Natural disasters

  • Government restrictions

  • Safety concerns

  • Events outside our reasonable control

Where an order cannot be fulfilled, the customer will be notified and any eligible refund will be handled according to the Refund and Returns Policy.

21. Customer Support

For delivery assistance, contact:

12to12 Market Customer Support
Email: support@12to12.co.za

Please provide your order number and delivery details when contacting customer support.

22. Changes to This Policy

12to12 Market may update this Shipping and Delivery Policy when its services, delivery arrangements or legal obligations change.

Any revised policy will be published on the Platform with an updated effective date.