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Frequently Asked Questions

In case you have a few questions we put together a list of the most common ones. If you don't find your answers below please feel free to contact us.

When do I collect my Freshbox?

Every Tuesday

  • We deliver to Glenwood, Morningside, Durban North, Glen Ashley, La Lucia, Sunningdale, Umhlanga, Westville, Kloof, Hillcrest and Waterfall collection Points every Tuesday.
  • We aim to complete delivery of boxes by noon on delivery days.
  • We send you a delivery notification by WhatsApp when all FreshBoxes are delivered to all collection points.
  • The contents of boxes not collected by closing time on the day after delivery are donated.
  • If either Monday or Tuesday are a public holiday your FreshBox will be delivered on the Wednesday. You will be notified via WhatsApp ahead of time. 
Can I choose what is in my FreshBox?

Absolutely.

  • We have a range of fruit and vegetables that we purchase weekly.
  • We buy produce that is in season and always prioritise bringing you the best quality. 
  • When you sign up you tell us your preferences, and you can change them at any time.
  • We fill your FreshBox based on what you have marked as “like” and/or “love”, and exclude the things you have marked as “dislike.”
  • View our quick How-To Video to see how this works.
How do I pay for my subscription?

– Paying is easy.

  • You sign up once online through our secure payment system.
  • Your first payment is pro-rata based on how many days remain in the month.
  • Every month we auto-bill your account.
  • Every week you pick up your FreshBox from your chosen collection point.
  • You are billed for 4.333 weeks each month.
  • Please note: your first payment includes a once-off sign-up Box Fee of R250. This is non-refundable. 
What if I am not here for a week or more?
  • Gift it to a friend: Get a friend to pick up on your behalf.
  • If you will be away for 2 weeks or more you can suspend your order. This means the full value of your Freshbox for the weeks you are not able to collect will be used to purchase fruit for our schools feeding scheme.
Can I make a donation?

– Of course

  • Your donation will still feed underprivileged children.
  • You can donate online here
  • Or add a donation on to your subscription each month.
I have just subscribed. When do I collect my first FreshBox?

–  Great to have you on board! 

  • We need around 36 hours to prep your first Freshbox. 
  • Your delivery will happen at your chosen collection point, once we've had the time to process your account.
  • Once you have finalised your FreshBox order, we will be in touch to ensure you are aware of when your first delivery will take place so that you can plan your collection day. 
  • Your first bill will be pro-rata for all remaining days in the month.
What must I bring along to identify myself when I collect?

– Any ID

  • Any form of ID with your first and last name will do for your first few collections, until the staff at your collection point get to know you.
Do I bring back the box each week? What happens if I forget?

 -Please bring back your last box when you collect your next FreshBox.

  • Please kindly remember that these boxes are the bones of our business. We would so appreciate you caring for them as we do. 
  • For transport and packing puposes all our FreshBox boxes are delivered in a beautiful handcrafted wooden FreshBox.
  • Every time you collect a new FreshBox you simply drop off your empty box from your last collection.
  • We charge an upfront once-off fee for your box when you subscribe.
  • If you forget to return your FreshBox, not to worry, we can loan you another one for a week. 
  • However, should there be continued unreturned boxes, you may incur additional Box Fees of R250+. If this is the case, we will contact you prior to billing you so that Boxes may be returned. Please kindly remember that we are a small non-profit and we do our best to make things as affordable as possible. However, each box costs us money to make and maintain. When boxes are not returned, it is a significant cost for us. 
I want to sign up but there is no collection point near me?

As long as you live in the Pinetown, Westville, Hillcrest, Waterfall, Forest Hills, Kloof, Glenwood, Morningside, Musgrave, Durban North, La Lucia, Umhlanga area you can nominate your own collection point.

  • Chat to the people in charge of the venue you would like to become a collection point and ask them to sign up here to become a collection point.
  • All we need is an approved, staffed & secure indoor area for a new collection point to go live. Coffee shops, residential estates with dedicated entrance buildings or secure admin offices, office buildings, schools or artisan food stores such as butcheries and bakeries all work well.

Feel free to contact us if you would like to make a proposal for a collection point.

Please explain the once-off FreshBox fee of R250?

Certainly! 

  • Regarding your physical wooden box - the once-off fee covers the labour and branding costs to introduce a new box into our weekly circulation.
  • It does not "buy" the box itself, but rather helps us as a non-profit cover these overheads. We are a small business at the end of the day, and our focus is on great customer service, quality produce, and providing fruit and veggies to those who need it most in our community. Your understanding in a once-off fee allows us to do this with fewer restrictions - and focus our efforts on ensuring we provide as many donations as possible! 
  • As much as these boxes don't seem very important, they truly are the bones of our business. We need them to continue supplying our customers - and we only have as many as we need. So when they aren't returned or go missing, we feel it in our process. 
  • We ask that you kindly treat our boxes with respect - they are assets to us and we rely on them to make this FreshBox mission happen!

How to guide ...

How to change your add-ons ...

You can upgrade or downgrade your subscription at any time. Any upgrade or downgrade changes to your subscription will be effective within 48hrs. 

  1. Go into "My Account"
  2. Select "Orders" on the left side menu
  3. Select "View" next to the latest relevant order listed
  4. Scroll down and to Related Subscriptions and select "view" next to the listed subscription
  5. Select "Change Box Size Or Add Additional Products".
  6. Reselect your box size, collection point and beneficiary
  7. Select the add-on products you wish to add or select the zero symbols if you wish to remove existing add-ons. Scroll to the bottom of the page and check your order reflects correctly, listing your Freshbox and remaining/new add-ons products. 
  8. Select "Get Your FreshBox" to proceed to billing
  9. Once redirected to the billing page, ensure your total order reflects correctly.
    • The quantity of FreshBox should only be 1. 
    • If you are downgrading your box the first subtotal should show R0. If you are upgrading your box your first subtotal will be a prorata of the difference between your original subscription and your new subscription changes. The second subtotal under recurring payments should reflect your new monthly subscription debit order.
  10. Click to confirm you accept the terms and conditions.
  11. Select "Proceed to Checkout'. Your change has now been confirmed!

Top Tip: You will be redirected to the customization page. Click through the customization process to confirm your preferences still reflect correctly or to make any desired changes to your preference selections. 

Upgrades made during the month are charged a pro rata for the remainder of the month. Unfortunately no refunds are possible for downgrades during the month. Please choose the timing of your downgrade appropriately. The adjusted debit order will be effective from the 1st of the next month.

How to change your box size ...

You can upgrade or downgrade your subscription at any time. Any upgrade or downgrade changes to your subscription will be effective within 48hrs.

  1. Go into "My Account"
  2. Select "Orders" on the left side menu
  3. Select "View" next to the latest relevant order listed
  4. Scroll down and to Related Subscriptions and select "view" next to the listed subscription
  5. Select "Change Box Size Or Add Additional Products".
  6. Reselect your box size, collection point and chosen beneficiary
  7. Re-select the add-on products relevant to your box or select the zero symbols if you wish exclude add-ons. Scroll to the bottom of the page and check your order reflects correctly, listing your Freshbox and remaining/new add-ons products. 
  8. Select "Get Your FreshBox" to proceed to billing.
  9. Once redirected to the billing page, ensure your total order reflects correctly.
    • The quantity of FreshBox should only be 1. 
    • If you are downgrading your box the first subtotal should show R0. If you are upgrading your box your first subtotal will be a prorata of the difference between your original subscription and your new subscription changes. The second subtotal under recurring payments should reflect your new monthly subscription value
  10. Click to confirm you accept the terms and conditions.
  11. Select "Proceed to Checkout'. Your change has now been confirmed!

Top Tip: Once checked out you will be redirected to the customization page. Click through the customization process to confirm your preferences still reflect correctly or to make any desired changes to your preference selections. 

Upgrades made during the month are charged a pro rata for the remainder of the month. Unfortunately no refunds are possible for downgrades during the month.  Please choose the timing of your downgrade appropriately. The adjusted debit order will be effective from the 1st of the next month.

How to change your collection point ...

You can change your collection point at any time. Changes made to your collection point will be effective within 48hrs.

  1. Go into "My Account"
  2. Select "Orders" on the left side menu
  3. Select "View" next to the latest relevant order listed
  4. Scroll down and to Related Subscriptions and select "view" next to the listed subscription
  5. Select "Customize your FreshBox Contents or delivery location".
  6. Select FreshBox option d "d)Choose your collection point"
  7. Select your new collection point from the drop-down list.
  8. Click "Submit Changes".

Top Tip: Once you have submitted changes you will be redirected to the customization page. Click through the customization process to confirm your preferences still reflect correctly or to make any desired changes to your preference selections. 

How to change your nominated beneficiary ...

You can change your nominated beneficiary any time before the start of the next month. Changes made to your nominated beneficiary will be effective at the start of the new month.

  1. Go into "My Account"
  2. Select "Orders" on the left side menu
  3. Select "View" next to the latest relevant order listed
  4. Scroll down and to Related Subscriptions and select "view" next to the listed subscription
  5. Select "Change Box Size Or Add Additional Products".
  6. Reselect your box size and collection point
  7. Select your preferred beneficiary
  8. Select "Get Your FreshBox" to proceed to billing
  9. Once redirected to the billing page, ensure your total order reflects correctly.
    • The quantity of FreshBox should only be 1. 
    • The first subtotal should be R0. The second subtotal under recurring payments should reflect your subscription value
  10. Click to confirm you accept the terms and conditions.
  11. Select "Proceed to Checkout'. Your change has now been confirmed!

Top Tip: Once you have submitted changes you will be redirected to the customization page. Click through the customization process to confirm your preferences still reflect correctly or to make any desired changes to your preference selections. 

How to change your fresh produce preferences ...

You can change your fresh produce preferences at any time. Changes made to your preferences will be effective within 48hrs.

  1. Go into "My Account"
  2. Select "Orders" on the left side menu
  3. Select "View" next to the latest relevant order listed
  4. Scroll down and to Related Subscriptions and select "view" next to the listed subscription
  5. Select "Customize your FreshBox Contents or delivery location".
  6. Select FreshBox option a "a)Fruit, Veg or both
  7. Select your proportion split preference and click the button for the next customisation category b) Choose your fruit.
  8. Select your fruit preferences and click the button for the next customisation category c) Choose your veg.
  9. Select your veg preferences and click the button for the next customisation category d) Choose your collection point.
  10. Press "Submit Changes". A green notification bar will appear at the top of the page to say you are DONE!

Changes take 48hrs to reflect on your account. Please make sure you adjust your preferences at least 48hrs before your next delivery day.

How to suspend your FreshBox when you are away ...

If you are away for a week or more you can suspend your FreshBox. We cannot refund you for the weeks you are away but we will use the value of your FreshBox to purchase additional fruit for the children in our feeding schemes.

  1. Go into "My Account"
  2. Select "Orders" on the left side menu
  3. Select "View" next to the latest relevant order listed
  4. Scroll down and to Related Subscriptions and select "view" next to the listed subscription
  5. Select "Suspend".

Your suspension will be effective within 24hours. To reactivate your FreshBox repeat the process. Your suspend button will have changed to 'Reactivate'.

  1. Go into "My Account"
  2. Select "Orders" on the left side menu
  3. Select "View" next to the latest relevant order listed
  4. Scroll down and to Related Subscriptions and select "view" next to the listed subscription
  5. Select "Reactivate".

Your reactivation will be effective within 48hrs. You can reactivate your subscription with less than 48hrs notice, but please just pop us an email at info@freshbox.co.za  or WhatsApp on 079 952 1307 to notify us that you have reactivated your subscription so we can manually re-add your box to the packing and delivery lists for the next delivery day.

How to correct a missed payment ...

All debit orders go through on the 1st of the month. If your payment fails your will get an automatic email warning you that the payment has failed. Your subscription will be placed on hold until the payment is processed. You can manually choose to reprocess the payment using the below simple steps;

  1. Go into "My Account"
  2. Select "Orders" on the left side menu
  3. The order with the failed payment will be listed on the right of the screen. Select "Pay Now".
  4. Follow the prompts and proceed to checkout.
How to change bank details ...

Banking details are not held by us. They are held by our payment gateway partner Payfast.

To change or update your banking details:

  1. Go into "My Account"
  2. Select "Orders" on the left side menu
  3. Select "View" next to the latest relevant order listed
  4. Scroll down and to Related Subscriptions and select "view" next to the listed subscription
  5. Select "Change Payment"
  6. Scroll down and select "Change payment method"
  7. You will be redirected to Payfast and requested to enter in your new credit card details and process a R0 transaction. 
  8. Enter in your card details, tick the debit consent box and press "Save Card Details"

Once the process is complete your updated bank details are automatically saved. Any missed payments will automatically be debited. Any future subscription renewals will be debited on the 1st of the month as normal. 

How to cancel your subscription ..

You can cancel your subscription at any time. All cancelations are effective at the end of the current month. To cancel your subscription follow the below steps:

Go into "My Account"
Select "Orders" on the left side menu
Select "View" next to the latest relevant order listed
Scroll down and to Related Subscriptions and select "view" next to the listed subscription
Select "Cancel Subscription".
All cancelations are effective at the end of the current month so you will still receive your FreshBox each week until the end of the month.

Regarding your physical wooden box - the once-off fee covers the labour and branding costs to introduce a new box into our weekly circulation. It does not "buy" the box itself, but rather helps us as a non-profit cover these overheads. Please ensure you return your last empty FreshBox once you have collected your final weekly produce. Or, if you would rather, you may collect your final produce in a reusable bag, so as not to remove the FreshBox from the collection point - we will pick it up from there. 

We hope you enjoyed your time with Freshbox and we hope to see you back in the FreshBox family soon!