Frequently Asked Questions
How do I place an order?
Orders can be placed directly through The Velvet Orchard online store. Select your preferred creations, add them to your cart and complete checkout with your delivery details.
Where do you deliver?
We currently offer local delivery within selected areas of Gqeberha, within our designated delivery radius. Enter your delivery address at checkout to confirm availability.
How much is delivery?
Local delivery is currently R35, with a minimum order value of R150. Delivery availability is determined by your delivery address at checkout.
Can I collect my order?
No. The Velvet Orchard is a delivery-only artisan pâtisserie and does not currently offer customer collections. Our production facility is not open to the public.
How far in advance should I order?
Our desserts are handcrafted in small batches and availability may be limited. We recommend ordering as early as possible, particularly for weekends, celebrations and seasonal collections.
Can I order for someone else as a gift?
Absolutely. Simply enter the recipient's details and delivery address during checkout. Please ensure someone will be available to receive the order.
Do your desserts need to be refrigerated?
Yes. Our desserts should be refrigerated immediately upon delivery at 0–5°C. For the best texture and flavour, remove them from refrigeration approximately 10–15 minutes before serving.
How long will my desserts stay fresh?
For the best experience, please consume your desserts by the use-by date provided with your order and follow the storage instructions supplied.
Do your products contain allergens?
Yes. Depending on the creation, our desserts may contain ingredients such as milk, eggs, gluten, wheat, peanuts, tree nuts and soya. Our kitchen handles multiple allergens, so we cannot guarantee that any product is completely free from traces of allergens. Please review the allergen information on the individual product page before ordering.
Why might my dessert look slightly different from the website image?
Every Velvet Orchard creation is individually handcrafted, shaped and finished. Slight variations in colour, shape and decoration are a natural part of artisanal pâtisserie and make each creation unique.
Some images on our website may also be concept renderings during our launch phase and will be replaced with photographs of our handcrafted products as they become available.
Can I cancel or change an order?
Cancellation eligibility depends on how far in advance the request is made and whether production has begun. Please refer to our Refund, Cancellation & Order Issues Policy for full details.
What happens if my order arrives damaged or incorrect?
Please contact us within 2 hours of delivery with your order number, clear photographs and a brief description of the issue. We will review the matter in accordance with our Refund, Cancellation & Order Issues Policy.
How can I contact The Velvet Orchard?
You can reach us through our website Contact page. Our business contact channels are available for order assistance and general enquiries.