Frequently asked questions
Placing an Order
How do I place an order on wundercook?
Wundercook was built for convenience and new product discovery. First, browse our selection by category, country, or essentials and add the items you would like to purchase to your cart. Once you are finished shopping, continue to checkout by clicking into your cart, then selecting checkout on the bottom. Proceed through the checkout process by filling out your shipping address and billing information. You will receive a confirmation email once we have received your order.
How do I register to shop online?
Simply navigate to the top of the Wundercook website and click on “account”.
Can I cancel or modify an order after I’ve placed it?
We aim to get your order to you as quickly as possible, which means we have designed our operation to send your order for fulfillment often as soon as it is placed. Unfortunately, this also means we are unable to make changes to your order once it has been placed. This includes canceling, delaying, modifying items, and changing your shipping address.
If you’d like to make a change after placing an order, please reach out and we will try our best to accommodate you, but we may not be able to honor all requests.if you’d like to cancel your order, please contact our customer support team within 30 minutes of placing your order and we will do our best to accommodate your cancellation request. Thank you for your understanding!
Can I place an order as a gift for someone else?
Yes. When you checkout, click the box to indicate that your order is a gift and the delivery note will not show the price of the item/s you have purchased.
Please note that we do not gift wrap items which are ordered as gifts.
Can I purchase a gift card on wundercook?
Yes! We offer gift cards in various denominations.
You can find our gift cards by following this link or by searching “gift card” in the search bar.
Once you purchase a gift card, you will receive a confirmation email for you order, and a separate email with a unique code for the gift card amount. This second email can be printed and shared with the gift recipient, or simply forwarded to them via email.
Our gift cards don’t expire. Gift card does not count towards shipping minimum.
Will you have stock of the items that I have ordered?
We do our best to make sure that we have stock on hand of everything offered in our online shop. We update the website daily and monitor stock of products closely. However, despite our best efforts, sometimes we will not be able to deliver certain items you have ordered. If this happens, we will contact you within one working day to notify you and to give you options e.g swap for another similar product, get a refund on the item etc.
Can I order online if I do not live in south africa?
You can place an order from anywhere, but we only deliver to selected addresses within South Africa at this stage.
How do I know if my order has been successfully placed or not?
When your order has been successfully received by our system, you’ll see a confirmation page. A confirmation e-mail will also be sent to the e-mail address you specified, giving the details of your order. This confirmation indicates that your order has been received. If you can’t find this confirmation email, check your spam or junk mail folders.
Can I add to my order?
Once your order has already been placed and paid for, we will unfortunately not be able to add or remove any items to or from your order.
You can place a new order for the additional goodies wanted, however if your order is under r850 you will be prompted to pay for delivery.
Which areas in South Africa do you deliver to?
We are currently only delivering our frozen perishable items within Gauteng. All of our non-perishable dry pantry goods, as well as asian snacks and drinks are available for delivery anywhere within the republic of south africa. We are working hard to add new delivery areas for our frozen foods and desserts. If we don’t currently deliver to your area, please keep checking back. If you would like to recommend that we add a particular area, please send an email with details of your request to firstname.lastname@example.org
What are my delivery options and how much do they cost?
Our delivery options for frozen goods:
Fourways R55 – delivery charges calculated upon checkout: 3 – 5 working days (not including weekends / public holidays)
Gauteng R95 . Delivery charges calculated upon checkout : 3 – 5 working days (not including weekends / public holidays)
Other major city centres – unfortunately we do not deliver our frozen items outside of Gauteng just yet. Keep checking back as we are working hard on adding new delivery areas for our frozen items.
Our delivery options for non perishable goods:
Other major city centres in republic of south africa r110 : 5 – 7 working days (not including weekends/public holidays)
Is a collection option available?
Collection will need to be arranged in advance as we currently do not have a physical store. If you would prefer to collect please contact us via whatsapp on 082 812 9999 to see if we can arrange a time and the collection spot will be at dainfern valley shopping centre.
Do I need to be at home when my order is deliverd?
We do require someone to be at home when you order any frozen/perishable deliveries. We recommend that you refrigerate your order as soon as it arrives.
How do I know when my order is on its way?
You’ll receive emails from us when you place an order on our website. First, we’ll confirm that we’ve received your order. Then, we’ll confirm that your order is being processed. When your order is on its way to you, you will receive an whatsapp and email with the order number and an estimated time of delivery.
Can I change my delivery address after Ive ordered?
You are not able to change the delivery address yourself once you have already submitted your order. Should you wish to change it you can contact our customer support team on 082 812 9999 or email@example.com and they will be able to update this depending on the status of your order.
Should you wish to update your address once it has already been delivered, our team will send over a courier quote and we can arrange to have it sent to your desired address.
What do I do if I receive goods damaged or broken in transit?
Goods are occasionally damaged in transit, and we will happily replace these. Please do take a photo of the damaged item as this helps our packing team improve the way products are wrapped and sent. Send an email to firstname.lastname@example.org with your order number or get in touch via the whatsapp chat on our website, or call us on 082 812 9999 to report the damaged item so that we can correct the issue.
What happens if an item is missing from my delivery?
Whatsapp us on 082 812 9999, or email our customer support team on email@example.com with your order number and details of the product/products not received and we will gladly assist in sorting this out for you.
contact us if you have any queries about your order.
Where do I find the cvv number on my card?
Your cvv number is the 3 digits on the back of your card.
Are my credit card details safe?
Yes! We use the highest standard of encryption when passing payment information between your computer and our website. In addition, credit card details which are used for payment on our website are handled according to international best-practice standards with key data removed and encrypted. We do not record or retain any of the pin or cvv numbers which are used for authentication of your card.
How do I sign up for wunder points?
First, create an Wundercook account. You’ll start receiving points when you make your first order, and on each subsequent order.
How do I earn wunder points?
- You will earn 1 wunder point for every R100 spent. Points will automatically be added into your account after your order is delivered and completed. Delivery fee will not be included as part of the points
- Earn 50 wunder points by referring your friends to wundercook. To do this you must first have an account with us. You will earn 50 wunder points for every friend that completes a purchase.
How can I see the status of my wunder points?
You can view the amount of points via your account.
Where do you source your products?
Our team is devoted to curating a selection of high-quality and delicious products by partnering with reputable distributors and independent brands. That means every product we offer is vetted by our sourcing team, who work closely with each one of our suppliers to ensure every product is up to our standards.
How long can I keep the frozen produce in my freezer?
Just because our frozen range are frozen does not mean that they are any less fresh or healthy. We suggest that you eat them within 4 weeks (if you can resist them for that long!). Shelf life and production dates will be available on the packaging.
Do I need to defrost any of the frozen dim sum?
There’s no need to (actually, please don’t). They should all go straight from the freezer to the pan or pot unless otherwise stated on the cooking instruction.
Why cant I see wunder points from previous orders?
Points are added to your account after the order has been deliverrd, so cancelled , refunded or orders damaged in transit are not eligible to earn points.
Orders containing only a gift card are not eligible to earn wunder points. However you will receive wunder points when redeeming a gift card.
Wunder points earned will expire twelve months from when they are earned.
Orders placed prior to 20 april 2023 are also not eligible to earn points, as our rewards program was not yet active.