Basic procedure

Select the meal with the side that you want from the menu and add them to your basket using the “ADD TO BASKET” button. To view your basket, click on “Basket” in the top menu. In “Basket” you can adjust item quantities, remove them, continue shopping by clicking “SHOP” in the top menu or proceed to payment by clicking “PROCEED TO CHECKOUT”. Follow the instructions on the screen to set up your account, enter Billing and Delivery details then make the payment to complete the transaction. You will see a “THANK YOU “message once your purchase as been successful and receive a confirmation email in your inbox. Delivery will be in 3 to 7 working days from acceptance of order. If you are a first-time customer, please check your spam folder for these emails and add our email address to your safe sender’s list. If in doubt, please contact us for assistance on 071 231 7892.

Is there a minimum amount of meals that I have to order at a time

Yes, when selecting meals from our menus the minimum order amount for delivery is R650

Have ordered, what happens next?

We will be in touch to confirm as soon as we receive your order. We will email you when to expect delivery.

Meal Sizes

We do not believe in tiny meals or having to add sides to small meals so all our meals are 400g on the Classic, Low Carb/Calorie and Plant-based Menus and inclusive of a variety of sides except for certain dishes which are a complete meal in themselves. We believe that most people have healthy appetites and that 400g of good quality, natural food cooked well is sufficient quantity to satisfy. Obviously the more physical work or exercise that is done will increase hunger so we leave it to you to choose between additional meals, snacks or desserts etc. Our muffins are excellent snacks/desserts and are especially designed to satisfy. The low calories muffins can even fit in a low calorie diet.

How our meals are made

All our meals are hand-made from scratch, we peel and chop all the vegetables from fresh as you would yourself. Our ingredients are all natural and sourced locally and fresh from local suppliers. We DO NOT add sugar, additives, flavourants, or MSG. We use salt but only a bare minimum in our meals so if you don’t think we’ve used enough feel free to add more, it’s your choice not ours. As you can see from our meals most come with a choice of side allowing you to choose whichever side you like, for example if you like Beef Goulash (suggested side “Mashed Potato”) but would prefer Quinoa just pick Quinoa in the sides box and order Beef Goulash with Quinoa! As you can see we pack exactly what you want as you order it, we do not carry stock but make your selection especially for you each time you order.     

Who do we cater for

We have extensive menus that cater for most food lovers, whether you a carnivore or are a vegetarian, like hot and spicy, mild or cool and creamy we have meals to suit you. Our “Classic” menu caters for those who prefer the delicious meals made from real foods that our grandmothers made, prepared by hand from rich, natural ingredients. Our Low Carb/Calorie Menu includes similar dishes to the classic menu however our chef has retained the taste of the original dishes whilst reducing the calories (kilojoules) allowing even those who are very careful of what they eat to enjoy good tasting wholesome natural foods without the guilt.

Are all your meals frozen

Yes, each meal is frozen for your convenience of having them on hand in your freezer

Why Frozen  

 All meals and snacks/desserts are prepared and frozen to seal in the freshness and nutritional content. This is the safest and most convenient way to deliver good, healthy, tasty prepared meals to you for your ease of use. On delivery place the meals in the freezer where they will be available whenever you want.

Why should I buy a frozen meal rather than a refrigerated “ready to eat” meal

Unlike ready-made meals that have preservatives and additives to extend their shelf life and can stand on a shelf for days losing their nutrients and quality with time, our meals have no additives, colourants, added sugars or MSG. our meals are frozen immediately after cooking and assembly from their natural healthy ingredients. The freezing process halts the enzyme process that causes food to spoil. Freezing ensures that the nutrient value and quality of our food remains at its peak from the moment of freezing. Stored in your freezer there should be no wastage. You use the meal when you want to, not just to use it up or throw it away.

How long can your meals be frozen for

A safe guide is 2 to 3 months. 

Allergens

Please note that our meals are made in a kitchen that uses, stores and portions eggs, fish, milk, peanuts, shellfish, soy, treenuts and wheat. Whilst we take precautions to limit cross contamination we cannot guarantee that no contamination takes place.

How much is the delivery fee

We charge a flat fee of R80 for all deliveries with a minimum order of R570. If your order is above R1600 the delivery fee will be waived.

Where do you deliver

We deliver to Johannesburg, Centurion and Pretoria. Johannesburg includes Midrand, East Rand and West Rand.  If the website says that we do not deliver to your area and you want delivery in the one of the areas mentioned, please contact us on info@helensnaturalfoods.co.za or 071 231 7892 during office hours.

When will I receive my delivery

We accept orders until midnight on Friday for delivery the following week. We deliver to Johannesburg areas on Wednesdays and Thursdays and to Pretoria on Fridays. We deliver during working hours from 8am to 5pm. If you have a specific delivery request, please contact us at info@helensnaturalfoods.co.za and we will do our best to accommodate you. Alternatively, you can let us know in the Optional Instructions box on the Delivery Address form of the Checkout procedure.

 How will I know my delivery has arrived

 When the driver has arrived at your specified delivery address they will call you on the contact number supplied to us.

What happens to my order if I am not at home or in the Office when you deliver

Our driver will try to contact you on the contact number given. If we cannot contact you and you have not left specific instructions, we will not be able to deliver your order. We will then contact you to reschedule your delivery for an upcoming delivery slot. There may be an additional delivery charge for this.

Can I order and pay for someone else and have the meals delivered to them

Yes, you can order, pay online and have the food delivered to someone else. Just remember to use the intended recipients address as the order delivery address and make sure their address is within our delivery area.

Who should I contact if my delivery has not arrived

We are sorry that you have not received your delivery, please contact us on info@helensnaturalfoods.co.za or on 071 231 7892.

 Helens Natural Foods reserves the right to change the time of delivery at any stage and will not be held liable for any deliveries that are late or not delivered on the agreed day. In the occurrence of a problem delivery we will try our utmost to inform you of any changes on the contact numbers you have provided us.

Can I heat from frozen or do I need to defrost first

For best results we recommend defrosting before heating in the microwave e.g. defrosting the meal in the refrigerator overnight for use the next day. If there just isn’t time to defrost the meal it can be defrosted in the microwave prior to heating but quality may suffer slightly. All our products can be heated direct from frozen in the microwave.

Can I heat my meal in its container

You need to remove the container lid. The meal container tray only is microwave proof. Whilst you can heat the meal in its tray we recommend that the defrosted tray contents are decanted to a glass or ceramic dish and covered with a plate before heating for the best and most enjoyable results. Whether you heat your meal in the tray or in a dish it’s still quicker than a take-away and far healthier.

How long will my meal take to heat

 A 900W Microwave will heat a defrosted 400g meal in 2.5 to 3 minutes. A microwave of lower power output will take longer. Heating from frozen will take even longer. For best results follow the heating instructions on the meal package and ensure that all food is hot thoughout. If not hot throughout heat the food for an additional brief period.

What payment options are available

We offer online Credit card, Debit card and instant EFT via YOCO’s secure Payment Gateway which is 3D Secure. We also accept normal EFT and direct payments into our Standard Bank account. 

Is it safe to buy online from Helen’s Natural Foods

Yes! Helens Natural Foods uses Yoco’s Payment Gateway. Yoco is a PCI DSS Level 1 Service provider who makes use of 3D Secure to further improve the security of your credit card transaction. Your account login, personal details, and all money transactions are secured using Secure Socket Layer (SSL3) technology with high security 256-bit encryption. Your financial information (like Credit/Debit card details) are never sent to Helen’s Natural Foods so you pay us without sending your financial information to us which is even safer than normal transactions when you hand your card over in a shop or restaurant.

What do I do if my online payment did not work

 Common reasons for card payment failures are as follows:

• You are using a card that does not support 3D Security.

We offer safe, secure payment by using 3D Security however if your card is not 3D security enabled we cannot accept it for payment. To enable your card for 3D security you need to contact your bank

• The bank refuses the payment due to insufficient funds

Please ensure that your card has sufficient funds to complete the transaction. If you disagree with the “insufficient funds” message, please contact your bank

• The card details are entered incorrectly

Please enter your card details correctly

• The OTP (One Time Pin) is not entered or entered incorrectly

Please be sure to enter correctly the OTP sent to you by the bank. Typically, only three incorrect attempts are allowed by the bank before the card is blocked. Be very careful  

• What do I do if I did not receive a One Time Pin during payment

The OTP is sent to you by your bank, please ensure that your card is 3D Security enabled. Alternatively, either you or the bank could be offline

If you have any queries with regards to your payment status, please contact us on info@helensnaturalfoods.co.za or on 071 231 7892.

My payment was made and went off my account, who do I contact to confirm

To confirm your order status, please contact us on  info@helensnaturalfoods.co.za or on 071 231 7892.

Returns and refunds Policy

Helens Natural Foods Returns and Refunds policy is limited to defective products, packaging or delivery problems for individual products. We do not give refunds if you simply change your mind.

Returns

Due to the perishable nature of our products Helen’s Natural Foods does not accept any returns of unwanted goods. If you are unhappy with any of our meals or service, please contact us on info@helensnaturalfoods.co.za

Refunds

We only give refunds if the product or packaging is defective. You will find full details of our Returns and Refunds Policy here.

Cancelling an order

 Orders can be cancelled up to 48 hours before the order is despatched for delivery. If an order is cancelled less than 48 hours before the order is despatched (i.e. after 8am on Monday for Johannesburg or 8am on Wednesday for Pretoria)  your cancelation in writing to info@helensnaturalfoods.co.za will be required. A late cancelation administration fee of R250 will be levied before any refund.

Dissatisfaction with our product

If you are unhappy with any part of your order or the service that you have received please contact us on info@helensnaturalfoods.co.za or on 071 231 7892.

Should you have any suggestions or comments on any of our meals, products or service, your ordering or delivery experience please contact us on info@helensnaturalfoods.co.za

Helens Natural Foods has a policy of honesty and endeavours  to give you the best products possible and will always try our best improve our products and to take into consideration any suggestions you may make.