How Can We Help ?
Delivery FAQ
General FAQ
Payment FAQ
Return FAQ
Account FAQ
All Help Topics
General FAQ
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, www.cleos.co.za.
We are open Monday to Friday from 7:30 to 16:30, providing a wide window for you to reach out to us. We are closed on Saturdays, Sundays, and Public Holidays to ensure our team is well-rested and ready to serve you during the week.
Yes, all our meals are frozen and have a shelf life of 6 months. It’s crucial to maintain the frozen state of the products upon delivery and immediately transfer them to a freezer upon receipt. This practice ensures the quality and safety of our meals.
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.
Reheating instructions are printed on Cleo’s packaging for both frozen and defrosted options.
While most of our boxes consist of preselected items, we understand that everyone has unique preferences. That’s why we 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. This way, you have the power to customise your order to your liking.
To place an order, visit www.cleos.co.za, 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. This convenient process saves you time and effort.
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. Please inform us in advance for efficient preparation.
We apologise if you are disappointed with our products or services. For detailed information, please refer to our Return, Refund, and Replacement Policy on our website. To initiate a replacement, please email sales@cleos.co.za within one (1) business day of delivery, providing the necessary information as outlined in the policy.
Delivery FAQ
We provide deliveries every weekday in the Pretoria and Johannesburg areas, which are indicated in green on the map. Outlying areas, marked with the red dotted line, receive service every second week. If you are uncertain whether we deliver to your area or if your location falls on the border of our delivery areas, please feel free to contact us for confirmation. If we currently do not deliver to your area, kindly let us know your location as we are actively working on expanding our delivery radius.
We charge a flat delivery rate of R95, regardless of your location within the green delivery area.
To guarantee timely delivery, we strongly advise placing your order at least five (5) days in advance.
You will receive an email about your delivery 24 hours before it is scheduled to arrive.
Refunds and Replacements FAQ
I’m sorry, but due to the perishable nature of our products, we are unable to accept returns. However, we do allow replacements under certain circumstances. These circumstances include:
- Incorrect products being delivered.
- Products delivered being damaged or not fit for human consumption.
- Products having incorrect size or specifications.
Incorrect products have been delivered.
Products delivered are damaged or not fit for human consumption.
Products have incorrect size or specifications.
To request a replacement, please send an email to sales@cleos.co.za within one (1) business day of delivery. In the email, state the reason for replacement and provide the necessary information as outlined in our procedure.
Cleo’s Kitchen will collect the products from the delivery address, or customers can return the products to our specified office address.
Within 5 business days of the return, our Quality Assurance Team and Financial Department will process the return, subject to inspection.
Yes, if the product is unavailable. Rest assured that refunds will be promptly issued within ten (10) business days.
At Cleo’s Kitchen, we believe in ensuring the quality of our products. Therefore, we may ask for documentation and photographic evidence for replacement requests. Thank you for your understanding.
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
We regret to inform you that we do not accept cash as a form of payment. However, our drivers are equipped with card machines, allowing you to conveniently pay with a card upon collection or delivery.
You can make an EFT payment! This is a secure and convenient way to transfer funds from your bank account to ours.
- Select “card on delivery” at checkout.
- Email sales@cleos.co.za or call us at 012 – 574 0474 with your order number.
- We will email your invoice and Cleo’s banking details for the electronic transfer
- Once you have completed the transfer, it may take up to two (2) business days for the payment to reflect in our account. To expedite this process, please send us the proof of payment. This will allow us to schedule our order as soon as possible.
Yes, you can!.
- Simply log into your account at www.cleos.co.za.
- Click “addresses” and make the necessary changes. It’s as simple as that, giving you full control over your billing details!
- If you have already placed an order and need to change the billing address, contact our customer service team at sales@cleos.co.za. They will guide you through the process to ensure your order is delivered to the correct address.
If this happens, please reach out to our customer service team and provide the proof of payment along with your order number. We will ensure that your order is scheduled.
Yes you can !
- If you initially selected “collect from warehouse” but now prefer delivery, you can change your preference. Simply send an email to sales@cleos.co.za with your order number to request the delivery.
- We understand that circumstances can change, and we’re here to accommodate your needs. Your satisfaction is our priority.
- The outstanding delivery fee can be paid when the driver delivers your order. He will arrive with a credit card machine.
Account and Profile FAQ
- Log into your account at www.cleos.co.za.
- Select “my account” followed by “account details”.
- Select “forgot password”. A password reset will be emailed to your registered email address.
Should you still encounter any issues, such as difficulty logging in, problems with
your order, or any other concerns, our customer service team will gladly assist you!
- Log into your account at www.cleos.co.za.
- To update your email address, go to “account details” and “email address”.
- Here, you can enter your new email address and save the changes.
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.
Yes you can
- Yes, you can.
- Log in to your account at www.cleos.co.za.
- Select “my account” followed by “orders” to view order details and download invoices.
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