FAQs

Ordering

Q: Is the full Frozen for You range available online?

A: Yes. Our full range is available online. To view the full range, return to the menu on the homepage.

Q: Do you offer a home delivery service?

A: We absolutely do. When placing your online order you have the option of selecting “Delivery” or “Collection”. We currently deliver to specific areas in Johannesburg. Prior to placing an order, we’ll ask you to check if your delivery address falls within our delivery zone. 

Q: Can I physically collect my online order?

A: Yes. When placing your online order you have the option of selecting “Delivery” or “Collection”. Our collection point is at the By Word of Mouth head office, 5 Gemini Street, Linbro Business Park, Sandton, open Monday to Friday, 8am – 4:30pm. Once you have completed your online order, you will receive an email and SMS with the estimated collection time. 

Q: How do I place an order online?

A: Follow these easy steps:

Return to the homepage here

  1. Proceed to ‘Order’
  2. Select desired menu items and ‘Add to Order’
  3. You can review your order or update your order by adding or deleting items
  4. Once you have completed your order, go to ‘Checkout’
  5. If you are a new user you will be directed to set up your account and,
    1. Enter a One Time Pin (OTP) which you will receive via SMS,
    2. Input your desired delivery address
  6. Please note: We currently deliver to certain areas in Johannesburg. We hope to be delivering to more areas soon. If your desired delivery address does not fall within our delivery zone, you may collect your order from our Linbro Park collection point: 5 Gemini Street, Linbro Business Park, Sandton.
  7. Confirm that you have entered your correct address, then proceed by clicking “Place Order”.
  8. Follow the prompts to complete your online payment
  9. A pop-up notice will appear, informing you that your order has been successfully placed
  10. You will receive an SMS and email confirming your order
  11. We hope you enjoy!
  12. Please send feedback of the experience to feedback@frozenforyou.co.za

Q: Can I load more than one address when creating my account?

A: Yes, for ease and flexibility, each time you place a new order you have the option of selecting a previously loaded address or adding a new address.

Q: Do you have a minimum order?

A: To qualify for delivery there is a minimum order of R200. If you are collecting your order from the By Word of Mouth head office, 5 Gemini Street, Linbro Business Park, Sandton, you can order as little or as much as you like.

Q: Can I change my order after it’s been placed?

A: Unfortunately this is not possible. The online ordering platform is unable to handle updates and cancellations to orders. Should you wish to update the contents of your initial order, or cancel the order entirely please contact us directly via telephone (011 553 7600) or email us at: feedback@frozenforyou.co.za.

  1. Do you offer discounts?
  2. Yes, if you spend more than R2000.00 we will discount your R40.00 delivery fee. If you spend more than R2000.00 and you are collecting the product from our Linbro Park Sandton head office, we’ll discount R40.00 off your next order.

Paying Online

Paying Online

Q: What forms of payment do you accept online?

A: We accept South African bank cards that are enabled with 3D secure.

Q: What do I do if my online payment did not work?

A: We are sorry to hear that you were unable to complete your payment. Common reasons for card payments failing are as follows:

  1. You are using a card offered by a foreign bank. Unfortunately, international cards are not supported by our payment providers.
  2. You are using a card that does not support 3D security.

We offer services that are safe to use. The payment technology we use is 3D Secure© and it ensures that your payment is now even more secure. However, that means we cannot accept any cards that do not support 3D Security. Please contact your bank to enquire about the possibility to activate 3D security on your card.

  1. The bank refuses the payment due to insufficient funds

Please ensure your card/account has enough funds to complete the transaction. If the ‘Insufficient Funds’ message continues to exist and you are confident that you have sufficient funds in your account, please contact your bank.

  1. The card details are entered incorrectly. Please ensure your card details are entered correctly.
  2. The OTP (One Time Pin) is not entered.

Please be sure to capture the OTP sent to you by the bank. If the incorrect OTP is entered, you will see the following error: “Error: Authentication Failed – StatusCode = N” The typical number of attempts permitted by banks is 3 times before the card gets blocked, please be very attentive when capturing the OTP.

Q: What should I do if I did not receive a One Time Pin during payment?

A: The OTP comes from the bank. Please, may you verify with your bank that your card is registered with 3D security verification. One Time Pins seldom cause problems. However, in certain situations such as the situations listed below, it is possible that you will not receive an OTP:

  1. The bank in question could be offline, please contact your bank to confirm this status.
  2. The cellphone number in question could be out of network coverage, please confirm with your network provider if there may be an issue.
  3. The mobile device needs to be restarted/rebooted in order to receive an SMS again.

Q: I’ve forgotten my password, how do I log-in?

A: If you have forgotten your password, don’t worry. You have the option to reset a password, click on the “Forgot your password?” option and follow the prompts. A OTP will be sent to verify the user to complete the reset process.

Q: Can I reset my password?

A: Of course you can! Please follow the easy steps below:

  1. Navigate to the Sign-In page
  2. Click the forgot your password link
  3. Insert your mobile number in the applicable field
  4. Click ‘Reset Password’. A One Time Pin will be sent to the provided mobile number
  5. Insert the One Time Pin in the applicable field
  6. Insert the new password in the applicable fields and select ‘Confirm’

Q: Can I update my account details?

A: Yes you can. Follow the steps listed below:

  1. Once logged in, click on ‘YOUR ACCOUNT’
  2. Click on the ‘EDIT DETAILS’ button and update the necessary information
  3. The same applies if you want to either add or delete an address.

Q: If the order amount is larger than the voucher value can I settle any outstanding amount with cash or card?

A: Yes, if the voucher doesn’t cover the full value of your order you can choose to pay the balance using a credit or debit card.

Q: Can I add an online voucher to an order that I’ve already placed?

A: Unfortunately that is not possible. The online platform is used to submit orders for processing in real-time and is unable to handle updates and cancellations to orders already placed.

Should you wish to update either the contents of their initial order or cancel the order entirely then you will need to contact us directly on telephone (011 553 7600) or email us at: feedback@frozenforyou.co.za.

Q: What do I do if my voucher is not working?

A: Please check if the error message received when capturing the voucher code is listed below:

  1. The voucher is not valid
  2. Voucher has passed its expiry date and is no longer valid
  3. Sorry, this voucher has no more credit
  4. Only one voucher can be used on an order
  5. Voucher has already been redeemed
  6. Only valid for orders placed online

If the received error message is not in the list above or clarification is needed, please email us at: feedback@frozenforyou.co.za

Delivery

Q: How much is the delivery fee?

A: We charge a flat fee of R40.00 for all deliveries. If your order is above R2000.00 you will be provided with a voucher code. Upon entering the voucher code, you will receive a R40.00 discount to offset the delivery charge.

Q: Where do you deliver?

A: We currently deliver to specific areas in Johannesburg. We do plan on expanding our delivery zones in the coming months so please ensure that you enter your address details when setting up your account and we will inform you the moment your address falls within our delivery area!

Q: What if I’m not in your delivery zone?

A: If you are not located in our delivery zone, you can place an order online and collect directly from our By Word of Mouth head office, 5 Gemini Street, Linbro Business Park, Sandton, open Monday to Friday, 8am- 4:30pm. Alternatively, you can visit our Frozen for You retail store, Shop 54, Dainfern Square, Corner of William Nicol and Broadacres Drive, Fourways, Johannesburg. Click here for store operating hours.

Q: Will you be expanding your delivery zones?

A: Yes. We do plan on expanding our delivery zones in the coming months so please ensure that you enter your address details when setting up your account and we will inform you the moment your address falls within our delivery area!

Q: When will I receive my delivery?

A: We offer a flexible delivery service to accommodate the needs of busy people. Currently, we deliver 48 hours to 12 business days from the date of order. Please note, we do not deliver on weekends.

Once your order has been placed, every effort is made to meet the delivery request. If we cannot achieve this we will contact you to discuss the best alternative delivery date.

Q: What times do you deliver?

A: We deliver during working hours. If you have a specific delivery request, please contact us at feedback@frozenforyou.co.za and we will do our best to accommodate. Alternatively, you can let us know if you have any specific requests in the ‘Optional Instructions’ box.

Q: How will I know when my delivery has arrived?

A: When the driver has arrived at your specified delivery address you will receive an SMS.

  1. What if I need food urgently and don’t have time to wait for the next available delivery?

A: If you need your food urgently, you can choose to collect directly from our By Word of Mouth head office, 5 Gemini Street, Linbro Business Park, Sandton, open Monday to Friday, 8am- 4:30pm. Alternatively, you can purchase your items directly from our retail store located at Shop 54, Dainfern Square, Corner of William Nicol and Broadacres Drive, Fourways, Johannesburg. Click here for store operating hours.

Q: Can I order and pay for someone else and have the food to deliver to them?

A: Yes, you can order, pay online and have the food delivered to someone else. Just remember to use the intended recipient’s address as the order delivery address and make sure their address is in our delivery zone.

Q: Who should I contact if my delivery has not arrived?

A: We are sorry to hear that you have not yet received your order. Kindly send us your contact details to feedback@frozenforyou.co.za, so we can investigate further and provide you with feedback as soon as possible.

Product

Q: Who does the menu cater for?

A: We have an extensive menu that caters for a range tastes and seasons. We have meals for meat lovers and vegetarians, for those who like it spicy or prefer it creamy and mild, Banting friendly dishes and for those with a sweeter tooth – our desserts are 100% worth the calories! To view our full range of meals, sides, soups, sauces and desserts click here

Q: Can I expect the menu to change?

A: Yes. We like to keep things fresh and exciting! So expect to see lots of menu updates throughout the year. We pride ourselves on using quality ingredients and seasonal produce, ensuring you always have something new and delicious to eat.

Q: It seems you have run out of stock of a certain item I would like to order. Does this happen often?

A: Our food is home cooked and not mass produced, so on occasion we do run out of stock. We’re a small family-run business and make things happen fast; so expect to see your favourite item back on shelf within a couple of days. We’ll even contact you personally to let you know as soon as it’s available.

Q: Where can I get a menu catalogue?

A: Our menu catalogue includes a full list of sizes and prices of all our meals, sides, soups, sauces and desserts. Click here to download our online menu. Alternatively you can collect a copy of our full menu from the By Word of Mouth Head Office, or the Frozen for You store located at Shop 54, Dainfern Square, Corner of William Nicol and Broadacres Drive, Fourways, Johannesburg.

Q: What are the available portion sizes?

A: Our main meals, sides, soups, sauces and desserts range in size, catering for 2-4, 4-6, 8-10 and 10-12 people depending on the product. It’s important to note that the listed portion sizes should be used as a guide only, as it really depends on each individual’s appetite and if any accompaniments are being served.

Q: Do you offer vegetarian options?

A: Yes we do. There are a number of vegetarian main meals, sides, soups, sauces and desserts to select from; with many more on the way. Keep a close eye on our website for information on all menu updates and changes.

Q: Do you offer vegan options?

A: Yes we do. Currently we offer the Roasted Carrot Soup (with coconut cream, lime and sumac). Keep a close eye on our website for information on all menu updates and changes

Q: Do you cater for Halal or Kosher?

A: Unfortunately we do not cater for Halaal or Kosher requirements.

Q: Do you cater for Diabetics?

A: Yes we do. However, some of the meals do contain large amounts of fat so it would depend on the individual patient. Please see below a list of the recommended meals:

  • Moroccan Lamb Tagine – with chickpeas and fresh coriander
  • Slow Cooked Lamb Shanks – with fresh rosemary and wine
  • Beef Bourguignon – with red wine and bacon
  • Durban Lamb Curry – with fresh coriander
  • Thai Green Chicken Curry – with coconut milk and green beans
  • Butter Chicken Curry – with coconut milk and aromatic spices
  • Vegetable and Chickpea Curry – with mixed masala spice and yoghurt
  • Baked Cauliflower Gratin – with crispy parmesan bread crumb topping
  • Minted Peas – with sautéed leeks and fresh mint
  • Beef Banting Lasagne – with courgettes

Q: Do you use organic ingredients?

A: We do not use organic ingredients, however, we use simple ingredients and traditional homestyle methods to create generous and delicious tasting meals.

Q: Do you have Banting / low carb items on your menu?

A: Yes, we do offer a small selection of delicious homestyle Banting friendly/low carb menu items. Following a low carb lifestyle doesn’t mean delicious homestyle meals are off the menu! Try our Beef Banting Lasagne with courgettes or Durban Lamb Curry with fresh coriander

Q: Do you have gluten free items on your menu?

A: Yes we do. Please find below a list of our gluten free items:

  • Roasted Carrot Soup – with coconut cream, lime and sumac
  • Hearty Beef Goulash Soup – with smoked paprika
  • Coq Au Vin – with baby onions and crispy bacon
  • Slow Cooked Lamb Shanks – with fresh rosemary and wine
  • Melanzane Parmigiana – with tomato, aubergine, mozzarella and basil
  • Fragrant White Basmati Rice – with fresh coriander
  • Spiced Yellow Rice – with turmeric
  • Pesto Cream Sauce – with fresh basil and cashew nuts

Heating

Q: Where can I find the heating instructions?

A: Heating and preparation instructions are available on the product packaging.

If you have misplaced the packaging, don’t worry! For added convenience you can view all heating and preparation instructions on the website.

Q: Can I heat from frozen or do I need to defrost first?

A: For best results, we do recommend defrosting many of our meals before placing them into the oven. We understand that on occasion there just isn’t the time to defrost. Fortunately, all of our products can be heated from frozen too. To ensure you serve the best possible dish, please refer to the heating instructions available on the product packaging and on the website.

Q: Can I heat my meal in its container or tray?

A: Yes. The Frozen for You meal containers and trays are microwave and oven proof. *They are not suitable for grilling* as this will cause melting or burning of the container. It’s important to note that the containers can become quite malleable after heating. We always recommend placing your Frozen for You meal on top of a baking tray or microwavable dish as this ensures easy handling of the hot tray or container and helps to reduce the risk of burning or injury.

Q: Can I decant my meal into an oven/microwave proof dish from home?

A: All Frozen for You containers and trays are microwave and oven-proof, however for a special occasion it’s a nice idea to serve your Frozen for You meal straight from your favourite baking dish. Allow your meal to defrost just enough so that you can pop it out of its tray. Place the meal into your preferred baking dish. Don’t worry if the meal doesn’t fit perfectly. As the meal defrosts, it will drop and spread into the dish.

Q: When will I know if my food is sufficiently heated?

A: To ensure your food his adequately heated, follow the heating instructions and check that the food is piping hot throughout. If not, heat for an additional brief period. To avoid scolding, allow the food to stand for 2 minutes before serving.

Q: How long do the meals take to heat?

A: The time required to heat a Frozen for You meal depends on the individual meal and its size. For best results follow the heating instructions and ensure all food is piping hot throughout. If not, heat the food for an additional brief period.

Frozen For You

Q: For what occasions would I use Frozen for You meals?

A: Delivered to your kitchen, available from your freezer whenever you need it most, Frozen for You meals are suitable for just about any occasion, including meals to take on holidays, entertaining guests, treating yourself at home and for those delicate occasions when giving food is more practical than flowers.

Q: Why should I buy a frozen meal over a refrigerated ‘ready to heat’ meal?

A: Unlike refrigerated ready-made meals that require preservatives and additives enabling them to stand in a fridge for days at a time, losing important nutrients and quality with each passing moment, our meals are frozen immediately after they have been assembled. The freezing process suspends enzyme activity that causes food to spoil. This process ensures that the nutrient value and quality of our food remain at their peak from the day of freezing. In fact, as long as the food remains frozen, freezing is one of the safest food-storing methods.

Q: Is Frozen for You suitable for people on a tight budget?

A: Buying frozen meals as part of your weekly grocery shop makes great financial sense, particularly for those on a tight budget. There is far less wastage of spoilt food and depending on the type of food, you can freeze it for several months without losing quality.

Q: I’m an environmentally conscious consumer. Is Frozen for You the right fit for my lifestyle?

A: Frozen for You meal trays and containers are PET recyclable and can be included as part of your plastic recycling. What’s more, buying frozen food is a great option for the environmentally conscious consumer; there is far less wastage of spoilt food and depending on the type of food, you can freeze it for several months without losing quality. 

Q: Does freezing food impact on taste?

A: Our freezing process ensures that the nutrient value and quality of our meals remain at their peak from the day of freezing, locking in the product’s goodness and delicious taste.

Karen’s Tips

Q: I’m not confident in the kitchen. Do you have any videos or tutorials I can watch?

A: Yes, we have a number of short videos on our website jam-packed with tips and suggestions from Karen herself to ensure you serve up the best possible dish. Click here to view our videos.

Q: Is there any specific preparation or heating tips I should look out for regarding any of the products?

A: We’ve spent a long time refining and perfecting our heating instructions. It’s important that you follow these and look out for any special tips to ensure you serve the best possible meal. Here are just a few to look out for:

KAREN’S PREGO SAUCE

Karen’s famous Prego sauce is made with real cream so it’s essential that you heat the sauce slowly on a low heat with the lid off to avoid splitting. To prevent sticking and to ensure the perfect consistency, it’s important that you stir the sauce intermittently. Once you have brought the sauce to a gentle simmer, ensure that it is piping hot throughout.

Serving Tip:

  • For the perfect Prego, submerge heated chicken breasts or beef steaks into the heated Prego sauce and serve from pan.
  • It’s important to note that our famous Prego sauce should not be used as a marinade. You can buy marinated chicken breasts or beef fillets from your butcher or the supermarket.

MAC & CHEESE (ALL VARIETIES)

Everyone loves a creamy mac & cheese. To achieve the perfect delicious consistency, we recommend pouring ½ a cup of milk to the top layer of the dish before placing it in the oven.

DAUPHINOIS POTATOES

Dry Dauphinois Potatoes! No thanks! They must be creamy and delicious. To achieve the perfect consistency, we recommend pouring ½ a cup of milk to the top layer of the dish before placing it in the oven.

TONING DOWN THE HEAT OF YOUR DISH

If you can’t handle the heat, no need get out of the kitchen! A simple trick to tone down the heat of your dish is by simply adding dairy. This is great for offsetting spiciness and can provide a nice cooling effect. You can add milk, sour cream, or even a dollop of plain yogurt over each serving. Just be aware of adding dairy and then heating over a high heat, as this may cause your sauce to split. If it’s an Asian inspired dish, adding coconut milk can also help to reduce the heat.

Store Information

General

Q: Where is your store located?

A: Our Frozen for You store, located at Shop 54, Dainfern Square, Corner of William Nicol and Broadacres Drive, Fourways, Johannesburg. Click here for the map and directions.

Q: What are your store operating hours?

A: We are open:

Monday to Friday:               09h00 to 18h00

Saturdays:                             09h00 to 17h00

Sundays:                                09h00 to 14h00

Public holidays:                    09h00 to 14h00

Q: What is the telephone number for the store?

A: 0664726941

Q: Do I have to pay for parking?

A: Dainfern Square’s parking system is easy and safe to use. It includes both open and undercover parking, disabled parking and for people who enjoy a leisurely shop the first 90 minutes is free.

Q: What methods of payment do you accept?

A: We accept VISA, MasterCard, SnapScan and Zapper. Our cashless system aims to ensure a safe and efficient in-store environment.

Q: Will you be opening up additional stores in other locations around South Africa?

A: In the near future we plan to open additional retail sites in Johannesburg, Durban and Cape Town. You’ll be hearing all about it soon!

Health & Safety

Traveling

Q: How can I prevent my food from defrosting when traveling home from the store?

A: At Frozen for You we have very strict internal guidelines in order to maintain the integrity of our cold chain at all times. Once you have purchased the product from our retail store it becomes your responsibility to do the same. We recommend that you purchase our thermal shopping bags in order to keep your products frozen while it travels from our kitchen to yours. Alternatively you can bring your own cooler box from home and we’ll happily pack your frozen items in your cooler – for best results remember to add some icepacks.

Q: What if my food defrosts in transit?

A: Despite your best efforts to keep your food frozen by using a thermal bag or cooler box with ice packs, long car journeys in the heat may result in some defrosting. Should the product defrost, ensure that you keep it refrigerated and eat it within 48 hours. Another helpful tip – if there is a risk of your food defrosting, to avoid any spillage or mess, pack your food so that it’s sitting upwards in its container.

Q: Can I reuse the thermal bags?

A: Yes. Our thermal bags will not only keep your items nice and cool, they can be reused for later purchases. You can fit up to three large meals in each bag or a mix of tray sizes and containers.

Trays and Containers

Q: Can I use the Frozen for You containers and trays in the microwave and/or oven?

A: Yes. The Frozen for You meal containers and trays are microwave and oven proof however *they are not suitable for grilling* as this will cause melting or burning of the container. It’s also important to note that they can become quite malleable after heating. To avoid risk of burning or injury we always recommend placing your Frozen for You meal on top of a baking tray or microwavable dish.

Q: Why do the instructions say I need to place my meal on a baking tray?

A: The Frozen for You trays and containers can become quite malleable after heating. We recommend placing your Frozen for You meal on top of a baking tray or microwavable dish to ensure easy handling of the hot tray or container and to help reduce risk of burning or injury.

Q: I’ve noticed that the food trays become quite malleable after heating, will this impact on the safety and taste of my food?

A: Frozen for You meal trays and containers adhere to international food safety standards (ISO Certification) and are guaranteed safe for use in ovens and microwaves up to 200 degrees Celsius – ensuring no negative impact to the taste or quality of the food.

Q: Are your food trays and containers BPA free?

A: Yes, our food trays and containers are all BPA free.

Q: Are your food trays and containers recyclable?

A: Yes, Frozen for You meal trays and containers are PET recyclable and can be included as part of your plastic recycling.

Q: Can I reuse the Frozen for You food tray or container after it’s been heated?

A: While it’s not recommended by the manufacture to reuse the trays and containers a second time for heating purposes, they are in fact very durable. In addition to recycling you could consider reusing them for organising and storing house-hold items.

Home Freezing 

Q: Does freezing food have an impact on food safety?

A: Freezing food increases the longevity of the food because the water content of the food freezes – this prevents bacteria from multiplying and food spoiling. As long as the food remains frozen, it is one of the safest food-storing methods.

Q: Is it ok if my product contains a white layer of ice crystals on the surface?

A: It’s perfectly normal for ice crystals to form on the top layer of food which has been stored in the freezer. This is commonly referred to as freezer burn and occurs when water molecules within frozen food form ice crystals and migrate to the surface of the food. The good news is that food with a top layer of ice crystals is perfectly safe to eat and won’t affect the delicious taste or quality of your meal once heated.

Q: At what temperature should I keep my frozen food?

A: According to the FDA, it is recommended that food should be kept frozen at -18 degrees Celsius. To ensure your freezer is working at its best, avoid freezing too many things at once as this can cause your freezer to warm up.

Q: What if my plans changed and my Frozen for You product has already defrosted?

A: Plans change, dinners are rescheduled, guests cancel etc. Should the product defrost, ensure you keep your meal refrigerated and eat it within 48 hours. 

Q: Can I refreeze my food after it has been defrosted?

A: No. This is not advisable. Avoid refreezing food which has already been frozen and thawed. Food which is frozen for a second time is more likely to have a higher bacteria count. Should your Frozen for You product defrost, ensure you keep it refrigerated and eat it within 48 hours.

Q: What is the safest way to defrost food?

A: When thawing frozen food, it’s best to place it in a refrigerator that reaches no more than 5 degrees Celsius until it is ready to be heated. This will help to minimise the bacterial growth and risk of potential illness.

Customer Queries

Q: Who should I contact if I have a concern or query with my product?

A: Any concerns or queries regarding one of our products, heating instructions or delivery should be sent to feedback@frozenforyou.co.za. We pride ourselves on excellent quality and customer service and will do our best to resolve any issues as soon as possible.

Q: I recently ordered a Frozen for You meal and I experienced bad quality. Who should I contact?

A: We’re sorry to hear about your experience and sincerely apologise. Kindly send us your contact details to feedback@frozenforyou.co.za, so we can investigate further and we’ll provide you with feedback as soon as possible.

Q: It seems you have run out of stock of a certain item. Does this happen often?

A: Our food is home cooked and not mass produced, so on occasion we do run out of stock. We’re a small family-run business and make things happen fast; so expect to see your favourite item back on shelf within a couple of days. We’ll even contact you personally to let you know as soon as it’s available.

Legal Information

Q: Where can I view the ONLINE ORDERING TERMS AND CONDITIONS and the PRIVACY POLICY documents?

A. Please click here to view these documents