- Status:
- Version 1.0
- Effective date:
- 17 September 2026
Report an issue
Use Contact Support on your order or call our official number. Provide the order reference, affected items, what happened and a reachable number. Report food concerns promptly so the Store can investigate; this does not impose a blanket deadline on legal rights. Keep receipts, packaging and photographs where practical. Do not eat food you believe is unsafe. Any return of unsafe food needs an appropriate arrangement.
Incorrect or missing items
Tell us what differs from the confirmed order or did not arrive. We review the records with the Store. Depending on the issue and applicable rights, the outcome may be supply of missing items, replacement, refund or another remedy agreed with you.
Damage, spillage or quality concerns
Describe the issue and include photos if available. Preparation, packaging and handover information may be reviewed. The remedy depends on the circumstances and consumer rights; there is no general exclusion merely because an item is food.
Changes and cancellation
Contact the Store as soon as possible. Once preparation or dispatch has begun, the team must assess what can be changed and any lawful consequences. Any proposed charge or adjustment must be explained; these terms do not create an automatic cancellation fee.
Failed delivery or missed collection
Support reviews contact attempts, order status and custody of the items. Redelivery, collection, cancellation or a payment remedy is agreed according to the circumstances. An unsuccessful attempt does not automatically authorise an extra fee or settle whether a refund is due.
Payment discrepancies and refunds
Provide the order reference and proof of the amount paid, hiding sensitive card information. Refunds concern money actually collected where a refund is due; cancelling an unpaid order does not itself create a refund transaction. After approval, the responsible team confirms the amount, suitable payment method and expected timing. Card-provider processing can affect when money appears. Never send full card details, passwords or verification codes.
Escalation
Ask iKota support for a review if you disagree with an outcome, quoting the order or support reference. Nothing here removes rights or remedies that cannot lawfully be excluded under South African consumer law.
Contact
Contact IKOTA SA (PTY) LTD on +27 61 928 6984, or use Contact Support in the iKota app. Registered and legal-notice address: 2a Simmonds St, Selby South, Johannesburg, 2001, South Africa. Tell us which policy or order your enquiry concerns. Never send a password, one-time code or full card number.
Questions about this document
IKOTA SA (PTY) LTD · 2a Simmonds St, Selby South, Johannesburg, 2001, South Africa
+27 61 928 6984. Ask for assistance with this document or use Contact Support in the app.