Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Our orders are normally delivered in 2 – 4 business days.
You are not required to create an account to order from Incendo Distillery. Creating an account does however save your details for future orders.
Incendo Distillery delivers our range of gin, rum, brandy and whisky throughout South Africa – that includes Pofadder, Keimoes and even a farm in the Klein Karoo. Please note that we unfortunately do not offer international shipping at this stage due to the high costs thereof.
We will send you a tracking number for your shipment via email. If you haven’t received one within 48 hours, please double check your spam/junk mail. If you still can’t find one, pop us a mail at [email protected] and we’ll ensure you receive assistance asap.
We make use of the Payfast payment gateway. This means that Incendo Distillery never has access to your banking details in any way. Payfast is a trusted online payment gateway that is PCI-DSS Level 1 Compliant, with secure servers and multi layers of security for client protection.
We charge 15% Value added tax (VAT) on all purchases, this amount is already quoted in our prices. So the price you see is the price you pay.
At this stage Incendo Distillery only ships within South Africa.
We normally send out full orders in a single shipment (and a single package if everything fits). On the off chance that we are out of stock on a line we will contact you and split a shipment.
If you need to swap an item
Returns and Exchanges
You can view our full returns policy and T’s and C’s at this link.
You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.
We aim to send you the correct order every time. But sometimes human error creeps in. Please contact us at [email protected] and we’ll fix the mistake as soon as possible.
If your order arrives visibly damaged – don’t accept it from the courier, they will contact us and we will send a replacement. If however you open your package and there’s damaged articles inside, please contact us asap.
We only exchange goods if they are defective or damaged. In circumstances where you consider that a product is defective, you should promptly contact us at [email protected] with details of the product and the defect. You can send the item you consider defective to: Incendo Distillery, Plot 91 Rietfontein, Hartbeespoort, 0216.
We will organize with our couriers to pick up authorized returns.
You can contact us at [email protected] and we will try our best to respond within 48 hours.
Contact us as soon as possible so this can be rectified before your order is dispatched by courier.
Orders can’t be changed online once submitted. But if you’d like to make a change, or fix an error contact us at [email protected] and we’ll try our best to accomodate your request if possible.
We only allow for pre-orders on items that we know will be restocked imminently.