1. Food Safety and Frozen Food:
What is your approach to Food Safety?
Our kitchen operates with the highest food safety standards and follows all public health officials’ guidelines to ensure that our facility is clean, safe and healthy. We are committed to establishing a culture of food safety and maintaining a clean environment is priority.
Does freezing food have an impact on food safety?
Freezing keeps food safe by pausing the movement of molecules, instigating microbes to enter an inactive stage. Freezing preserves food for prolonged periods because it prevents the growth of microorganisms that cause food spoilage.
Is Kouks Kitchen food frozen?
Yes, all of our meals are frozen, even the desserts. There are benefits to freezing meals which include (a) locking in the nutritional wholesomeness and not having to use artificial preservatives and (b) the convenience of being able to keep meals in your freezer, to use whenever needed. Please store all Kouks Kitchen meals in the freezer until you are ready to defrost them.
Doesn’t freezing food influence the taste?
We feel that by freezing our meals, we lock in the nutrient value and goodness and that once defrosted and heated, our meals taste even more delicious.
Can I heat from frozen or do I need to defrost first?
Although most of our meals can be heated from frozen, we recommend defrosting our meals before placing them into the oven/microwave/pot. We’ve personally tried & tested the heating instructions for each meal so please consult the heating instructions available on the product sleeve.
What is the safest way to defrost my meal?
Prior to (h)eating, we recommend defrosting all our meals in the refrigerator for no longer than 48 hours. When you are ready to heat your meal, simply follow the tried and tested heating instructions on the product sleeve to achieve best results.
Why does my frozen meal have a layer of ice crystals on the surface?
The water molecules within frozen food can form ice crystals and drift to the surface of the food. Frozen food with a top layer of ice crystals is safe to eat and does not affect the taste or quality of your meal once heated.
Is it safe to re-freeze a meal after it has been defrosted?
No, we do not recommend it. Once a meal is defrosted, keep it refrigerated and heat/eat within 48 hours.
2. Meals and Ingredients
What is your minimum order?
Our minimum order value is R490.00
What about food allergens?
Our meals are not suitable for anyone with food allergies as all meals are prepared in our kitchen where allergens such as wheat, nuts, shellfish, dairy, eggs, soya and fish are available.
Do you cater for Halal or Kosher?
Unfortunately, we do not cater for Halal or Kosher requirements.
Do you offer Low Carb options?
Yes, we have indicated where a meal is Low Carb.
Do you offer Vegan meals?
Yes, we do. Our Vegan meals are free from animal products.
What are the available portion sizes?
Most of our Solo meals (for 1) are 500g main meals, our Sides range between 300-500g portions and our Tribe (family 4+), are between 1.2 - 1.5kg. Our portions are generous so please note that the listed portion sizes should be used as a guide only.
3. Packaging & Heating:
What packaging do you use?
Generally, our meals are packaged in quality, BPA free, microwavable plastic containers or in sturdy oven and microwavable foil trays that can be recycled.
Can I heat up my meal in the container it is packaged in?
Please follow the recommended heating instructions indicated on the sleeve. Our Solo Black partitioned containers are only for microwave heating and NOT for the oven. To encourage equal heat distribution and avoid risk of burning or injury, we recommend placing your meal on top of a baking tray or microwavable plate.
Is it possible for me to transfer my meal into my own oven/microwave proof dish?
You are most welcome to! Defrost the meal to get it malleable enough to slip out of our container, then place the meal into your preferred heatproof dish to heat as recommended on the meal-specific sleeve.
Is using a baking tray truly necessary?
We have found that by placing our meals on a baking tray in the oven, heat gets more evenly distributed on the base of the meal and it also provides a safer way to handle hot trays or containers.
How do I know when my meal is heated throughout?
The best way is to follow the recommended heating instructions on the product sleeve. After the instructed time frame, the meal should be hot throughout but as heating appliances vary in strength and intensity, please still check for cold spots. Should you prefer it hotter, please heat for an additional brief period. Allow the meal to stand for a few minutes before serving.
4. Transportation and Delivery
How will you prevent my food from defrosting when traveling?
The cold chain is maintained throughout delivery. Please make sure to have adequate space in your freezer so that the meals can be stored swiftly.
Do you deliver to my area?
Please check the drop-down delivery map to see if your address falls within our delivery area. Deliveries to Pretoria are on Tuesdays & Thursdays and to Johannesburg, on Mondays, Wednesdays & Fridays.
What are your delivery times?
Delivery is during working hours. If you have a specific delivery request, please let us know in the ‘Delivery Special Instructions’ box when placing your order and we will get back to you.
What are your delivery rates?
Deliveries are charged at R80 per delivery and are free for purchases over R3000.
Do you offer contactless delivery?
Yes, we follow all protocols to ensure your (as well as our staff’s) health and safety is prioritised. Our drivers practice enhanced hygiene practices and offer safe contactless delivery in support of social distancing.
What if I am not home to receive my delivery?
Our driver will attempt to call and contact you but should you be unreachable, your order will be safely returned to Kouks Kitchen head office.
Can the driver call on approach?
Yes, the driver can. There is an option (Yes/No) when placing your order for the driver to call when your order is en route.
Can you notify me when my delivery has arrived?
Yes, when our driver has delivered your meal, you will receive an SMS confirmation of delivery.
Who should I contact if my delivery has not arrived?
Please call us on 064 781 1155 so that we can investigate and provide you with feedback as soon as possible.
5. Gifting and Vouchers
Gifting is part of life’s beautiful generosity! Spoiling friends, family, colleagues, teachers, students etc. to delicious and wholesome ready-to-heat meals gives them the time to connect with and appreciate family and friends. You supply the gift, we’ll supply the comfort.
Can I send a Kouks Kitchen meal as a gift to someone else?
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.
If the order amount is larger than the voucher value can I settle any outstanding amount with a card payment/EFT?
Yes, you can. Once the voucher has been entered and redeemed, any outstanding amount will appear as the total due and payment can continue through PayFast/EFT.
6. Ordering & Paying Online:
If you are unsure how to place an order online, please follow these easy steps:
1. Select desired menu items and ‘ADD TO CART’
3. You can review your order or update your order by adding or deleting items
4. Choose your delivery location/area
5. Once you have completed your order, go to ‘CHECK OUT’
6. Enter your details
7. Confirm that you have entered your correct address, then proceed by clicking “CONTINUE TO DELIVERY METHOD”
8. Choose the delivery amount
9. Follow the prompts to complete your online payment
10. A pop-up notice will appear, informing you that your order has been successfully placed
11. You will receive an email confirming your order
12. We hope you enjoy!
13. Please send feedback of the experience to email@example.com
Can I change my order after it’s been placed?
To see if changes to orders already placed can be made, please email us at firstname.lastname@example.org or call us at 064 781 1155 (with your order number).
What forms of payment do you accept online?
We use PayFast as our payment gateway with the option of card or EFT payments.
Can I update my account details?
Yes, please email info@koukskitchen with your new account details.
Who should I contact if I have a concern or query with my product?
We welcome any feedback from our customers. Please contact us here to give us your thoughts on how we can make your Kouks Kitchen experience even better.