FAQ

General

How Does UCOOK work?

UCOOK is a subscription-based service that wants to put the fun and ease back into your weeknight cooking. We collaborate with top SA chefs to produce 9 inspired recipes each week. You choose which 3 you’d like to cook, and we’ll deliver the fresh, organic ingredients – in the perfect proportions – straight to your door every week.

We offer 3 plans (Serves 1, Serves 2 and Serves 4) as well as 3 food categories (Easy Peasy, Health Nut, and Vegetarian).

We do the menu planning and shopping, and deliver recipes with fresh, perfectly portioned ingredients. All you have to do is cook and enjoy! UCOOK is also a flexible service – you can skip your next delivery by simply pausing your account at any time.

I just signed up. What now?

Welcome to UCOOK! We’re so excited to be cooking with you! Here are a few things we recommend you do after signup:

  1. Get familiar with your account.
  2. Go to “Account” and double check your settings to ensure we have the most up to date information regarding your plan, billing, and delivery. You can also adjust your weekly dishes here.
  3. Follow us on Facebook, Twitter, and Instagram for great food content, competitions and special offers!
  4. Get ready to cook!

I forgot my password. How do I get a new one?

Click “Log in” from our homepage and select "forgot password?". We'll send to you a link to reset your password via email.

How do I contact customer service?

Feel free to contact us at any time with your questions or concerns.
Click here to contact us directly
Our phone number is +27 21 447 4424
Our email address is [email protected]

Who should I email for a press inquiry?

Please email [email protected] with any inquiries.

How do I recycle my packaging?

Most of your box is recyclable! If you live in Cape Town and your box is delivered by our courier partner Picup, your driver can pick up your box and return it to our storerooms. From there, we’ll take care of reusing and recycling everything inside for you. If you live elsewhere or are paired with a different courier partner, please check our Recycling Page for tips on how to manage your recycling.

What happens if I lose my recipe card?

Yes, you can download your recipe cards online from the Menu Page. We can also send them to you via PDF to view on your phone, iPad or laptop. Simply email us at [email protected] with your request.

Subscription

Can I pause my subscription?

It is easy to pause your subscription. Simply log on, head to your Subscription tab and click “Pause”. We will send you an email on Tuesday to remind you of what’s on the menu that week, and check in to see whether you’d like to activate your account and order the dishes on offer. Our billing cycle takes place on Wednesday at 10am.

When will I be charge?

Orders close at 10am on Wednesday. Once orders close, your account will be debited, if it is active. You will receive an order invoice via email, containing the meals that will be delivered if you do not pause your subscription before the billing cycle.

Will my subscription auto-renew?

Yes – your subscription will auto-renew on a weekly basis if you keep your account active. If you pause your account, your subscription will not auto-renew, unless you manually activate it again. Therefore you can skip any week as long as you pause before Wednesday.

Delivery

Is delivery free?

Yes – delivery is completely free of charge!

Where do you deliver?

We deliver to all of Cape Town, Johannesburg, and Durban, along with a handful of other places. When signing up on the delivery section, please enter your delivery suburb to see if we deliver to your area.

We are constantly expanding our delivery geography and if we don’t deliver to your area just yet, we will soon!

We will deliver to homes, offices, and any other type of location within our delivery geography. Location for delivery can be arranged by simply filling out the alternative delivery form presented to you before checkout.

When do you deliver?

Cape Town only:
Sunday delivery 2pm-6pm
Monday, 9am-5pm

Country wide:
Monday 9am-5pm

What if I miss the cut-off time?

You need to email our customer service team at [email protected] before 12:00 noon on the Wednesday and they can process your order. If you email them after 12:00 your order will not be processed.

What happens if I change my address?

You can update your address by going into “your box” on the website, under delivery information select “change” and update your address details. Make sure you click “update” to save your new details.

What if I am not at home?

If you are not home during delivery, one of the following alternative plans can be made:

  1. Provide the address and contact number of a helpful neighbour that will be home during the delivery window and can accept your package for you.
  2. Have the box delivered to your workplace.
  3. Have the box delivered to a nearby business or restaurant that won't mind you picking up the box at a later time that day.
  4. Have the package left at your front door (our packages are insulated and will stay fresh until you arrive home).

You can specify one of these plans in the delivery instructions form. If you are unexpectedly not at home, our courier will call you to settle on one of these plans.

How does food stay fresh in transit?

All of our produce arrives fresh from the farm. We then carefully package it and store it in one of our cold rooms ready for delivery the next morning. Our boxes are insulated and designed to hold their refrigerated temperature, guaranteeing freshness for up to 12 hours.

Recipes and Ingredients

Where do you get your recipes?

We work with some of South Africa’s top chefs to create healthy, balanced and delicious meals that you and your family will love cooking as much as you’ll love eating.

Do you offer vegetarian options?

Yes – we have a whole category dedicated to it, providing 3 vegetarian recipes a week.

Can I choose my own meals?

Yes. Each week we customise your menu based on your preferences (Easy Peasy, Vegetarian, Health Nut). You don’t have to restrict yourself to one category – you can mix and match, but we’ll fill your box every week with meals from your default category until you choose to change them.

How do I know what meals I can choose from each week?

Our “Menu” page shows a selection of meals for the upcoming week. The page can be filtered by dietary preferences (Dairy Free, Gluten Free, Low Carb etc)

Where do you get your ingredients?

We work with carefully selected suppliers to guarantee the quality of our ingredients. All of our ingredients are organic and come from ethical producers. We support small local purveyors and rural and urban farming projects, keeping our menus seasonal and home grown in South Africa.

How long does the food stay fresh?

Our recipes are created using farm-fresh ingredients that stay fresh throughout the week. We suggest that certain ingredients, such as fish and chicken, be cooked earlier in the week so that they maintain maximum freshness.

What ingredients should I have at home?

Olive oil, cooking oil, salt and pepper, sugar/xylitol, flour, butter, eggs, tinfoil, balsamic vinegar, and milk are the only ingredients that we expect you to have in your kitchen. We would also recommend you buy the following equipment to elevate your cooking process – a blender, non-stick pans, pots, a saucepan with a lid, a baking tray, a colander, tongs, measuring spoons, a measuring jug and a sieve.

Can you work around my dietary restrictions?

All the ingredients in each meal are listed on the meal page. If a meal uses ingredients that you are allergic to, you can swap out a meal for one that works around your dietary restrictions. While we don't offer specific dietary plans, our ingredients are delivered to you in separate packets, so if you have any specific restrictions or dislikes, you can simply omit or replace these ingredients from a recipe.

Can I find the nutrition information for recipes?

We are working with professionals to ensure that our recipe cards have detailed nutritional information.

My meat looks a slightly different color. Is it still fresh?

Yes – the meat is fresh. We vacuum pack it as soon as it arrives, removing all the oxygen from the packaging. This may cause our meats to become a slightly different color. This does not mean the meat should be discarded! After it has been opened and exposed to oxygen, the color should be restored.

During storage and shipping, meats can release gas in the vacuum-sealed bag which may produce a strong and sometimes adverse sulfur smell. If this happens to occur, simply remove the meat from the bag when you are ready to cook, rinse and allow it to air out until the smell has dissipated.

Membership and Plans

What are the differences between your plans?

We offer three base subscription plans plans:

  • Serves 1: Offers 3 meals a week, serving 1 person, at R110 per serving, R330 in total
  • Serves 2: Offers 3 meals a week, serving 2 people, at R105 per serving, R630 in total
  • Serves 4: Offers 3 meals a week, serving 4 people, at R72,50 per serving, R870 in total
  • *We plan on expanding our product to include higher meal-per-week subscriptions

Can I change my plan?

Once you have signed up successfully you may change your plan on the “Subscription” tab.

Is there a minimum number of times you have to order?

No – you can pause or cancel your account at any time.

Is there a refund policy?

We will fully reimburse any customer who is unsatisfied with the produce delivered, providing the reason for the dissatisfaction is valid or if your box is extremely late.

Can I cancel my account?

Yes. Although we hope you want to stay with us, if you feel at any time that you no longer want to use UCOOK, you can go to “Account” select “cancel” on your subscription.

Are there membership fees?

No, under the standard subscription, there are no additional membership fees, shipping fees, or fees of any other kind for our meal plans. If you have selected 2 meals instead of 3 meals on your subscription, a delivery fee may apply.

Will you offer additional plans in the future?

Over time, we plan to introduce additional recipes and menu categories to accommodate dietary preferences. We also plan on implementing more flexibility on the amount of meals per week and number of people on your plan.

We’re always looking to hear from our customers, so please feel free to reach out with recommendations and feedback on [email protected]

How can I change my account information/address?

Once you have a subscription, click on your account on the top right corner of your screen to edit any of your account settings.