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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, www.cleos.co.za.

What are your operating hours?

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.

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

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.

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 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.

What is the process for placing an order?

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.

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. Please inform us in advance for efficient preparation.

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

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

When do you deliver, and to which areas?

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.

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

We charge a flat delivery rate of R95, regardless of your location within the green delivery area.

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

To guarantee timely delivery, we strongly advise placing your order at least three (5) days in advance.

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

You will receive an email about your delivery 24 hours before it is scheduled to arrive.

Refunds and Replacements FAQ

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

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.
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 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.

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 specified office address.

What happens after I return a product?

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

Do you offer refunds?

Yes, if the product is unavailable. Rest assured that refunds will be promptly issued within ten (10) business days.

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

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.

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 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.

Can I EFT?

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.
Can I change my billing address?

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

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.

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

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

How do I reset my password?
  • 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!

How do I change my email address?
  • 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.
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.

Can I download an invoice from a previous order?

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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Didn’t find your answer?


Phone

012 574 0474

Email

sales@cleos.co.za

WhatsApp

072 528 9683

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