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How Can We Help ?

Delivery FAQ

General FAQ

Payment FAQ

Return FAQ

Account FAQ

All Help Topics

General FAQ

Where is your warehouse located?

Our warehouse is situated at c/o Edward & Charles Barry Street, Hennops Park, CENTURION. However, please note that we do not operate a physical store. All orders must be placed through our website,

What are your operating hours?

We are open Monday to Friday from 7:30 AM to 5:00 PM. We are closed on Saturdays, Sundays, and Public Holidays.

Are your meals frozen, and what is their shelf life?

Yes, all our meals are frozen with a shelf life of 6 months. It’s important to ensure that the products remain frozen upon delivery and are immediately moved to a freezer upon receipt.

Thawing the products before reheating is recommended. Our meals and packaging are suitable for reheating in a microwave oven, conventional oven, or air fryer. Reheating instructions are provided on our packaging for both frozen and defrosted options.

Where can I find the reheating instructions for your products?

Reheating instructions are printed on Cleo’s packaging for both frozen and defrosted options.

Can I make changes to the preselected items in your meal boxes?

While most of our boxes consist of preselected items, we do allow minor changes upon request. You can indicate your preferences in the comment box on the checkout page when placing your order, provided that the substitution is for a meal of the same size.

What is the process for placing an order?

To place an order, visit, select your desired items, and proceed to checkout. Ensure to provide all necessary information, select your preferred shipping option and payment method, agree to our Terms & Conditions, and complete the transaction. You’ll receive a confirmation email once the order is successfully placed, and a delivery confirmation email will be sent 24 hours before delivery.

When is my order ready for collection?

Orders can be collected on the same day if placed during typical business hours. Otherwise, they will be ready on the first business day after placement. You’re welcome to come to the warehouse for collection with your order number. It’s appreciated if you inform us in advance for efficient preparation.

What should I do if I’m dissatisfied with my order?

We apologize for any disappointment with our products or services. Please refer to our Return, Refund, and Replacement Policy on our website for detailed information. To initiate a replacement, please email within 1 business day of delivery, providing the necessary information as outlined in the policy.

Delivery FAQ

When do you deliver, and to which areas?

We deliver every weekday in the Pretoria and Johannesburg areas, as indicated with green on the map. Outlying areas, marked with the red dotted line, are serviced every second week. If you’re unsure if we deliver to your area or if you fall on the border of our delivery areas, feel free to contact us for confirmation. And if we don’t currently deliver to your area, let us know your location as we’re working on expanding our delivery radius.

What is the delivery fee, and does it vary based on location?

We charge a flat delivery rate of R75, regardless of your location within the green delivery area.

How far in advance should I place my order for delivery?

We recommend placing your order at least 3 days in advance to ensure timely delivery.

Can I track my order once it’s been dispatched?


How will I know if my delivery has been successfully made?

You will receive an delivery email 24 hours before

Refunds and Replacements FAQ

Can I return products if I’m not satisfied with them?

Due to the perishable nature of our products, we are unable to accept returns. However, we do allow replacements under certain circumstances. (See Next)

Criteria for Replacements:

Incorrect products have been delivered.
Products delivered are damaged or not fit for human consumption.
Products have incorrect size or specifications.

How do I initiate a replacement?

To initiate a replacement, send an email to within 1 business day of delivery, stating the reason for replacement and providing necessary information as outlined in our procedure.

How do I return products for replacement?

Cleo’s Kitchen will collect the products from the delivery address, or customers can return the products to our offices at the specified address.

What happens after I return a product?

Within 5 business days of the return, subject to inspection, the return will be processed by our Quality Assurance Team and Financial Department.

Do you offer refunds?

Refunds are provided subject to availability. In cases of unavailability, refunds will be issued within 10 days.

Do I need to provide any documentation or evidence for replacements?

Cleo’s Kitchen reserves the right to require documentation and photographic evidence for replacement requests.

Are there any conditions for accepting replacements?

If the products are not suited for replacement in our reasonable discretion, we may not accept the return or offer a refund or credit at our discretion.

Payment and Billing FAQ

Can I pay Cash on collection/Delivery?

We do not accept cash; however, our drivers carry card machines and you are welcome to pay with card upon collection or delivery.

Can I EFT?

Yes, you can select “card on delivery” at checkout, then give us a call with your order number, we will then email your invoice to you along with banking details so that you can pay via EFT.
Once you have completed the EFT, simply send us proof of payment so that we can get your order to you as quickly as possible.

Can I change my billing address?

Yes, you can change your billing address by logging into your account on our website and clicking on “Addresses”, or by contacting our customer service team directly should you already have placed an order and want to have your order delivered to a different address.

My order says failed, but the amount went off my bank account?

Should this happen, please contact our customer service team, and send through the proof of payment with your order number. We will ensure your order is scheduled.

I selected “Collect from Warehouse”, but I want my order delivered?

We can change your collect order to delivery, our drivers will arrive with a card machine and ask you to swipe the R75 delivery fee that was not allocated on the collection order

Account and Profile FAQ

How do I reset my password?

Go into “my account” then “account details” from here you can update your password

How do I change my email address?

Go into “my account” then “account details” from here you can update your email address

I forgot my password?

No problem, simply select “forgot password” and a password reset will be emailed to you registered email address. Should you still encounter any issues, our customer service team will be more than happy to assist.

I need an invoice from a previous order

To find the details of previous orders, click on “my account” and then “orders” from here you can view the order details and download the invoices.

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