Frequently Asked Questions
Product & Food Questions
How do I heat my waffles?
You can enjoy our waffles warmed in a few simple ways to bring out their incredible flavour and texture!
- Toaster: Warm for 30 seconds to 1 minute for a lightly crisp outside.
- Oven/Toaster Oven: Preheat to 180°C. Place the waffle on a tray for 3-5 minutes for overall warmth and a slightly softer texture.
- Microwave: Heat for 10-20 seconds for a quick, soft waffle.
Can I freeze the waffles to eat later?
Yes, you can! Our waffles freeze beautifully. For the best quality, we recommend wrapping them tightly in plastic wrap or placing them in a freezer-safe bag.
Do you have any gluten-free or vegan options?
At this time, our authentic Belgian waffle recipe uses traditional flour, butter, and eggs, so all of our current offerings contain gluten and are not vegan.
We are dedicated to using the finest ingredients to create the classic, authentic flavour we are known for. We appreciate your understanding!
Where can I find a list of ingredients for each waffle?
We believe in full transparency about what goes into our waffles. You can find a complete list of ingredients for each flavour on its dedicated product page on our website. For your convenience, a full list of ingredients is also clearly printed on the package when your order is delivered.
What is your most popular waffle flavour?
That's a great question! The popularity of our waffle flavours often varies depending on the season and our customers' current cravings. While we don't have one single best-seller, every flavour is crafted to be a favourite in its own right! We encourage you to explore our homepage to see our current selection and find your perfect treat.
How should I structure custom bulk deliveries?
We would be delighted to cater for your event, office party, or large family gathering! For custom orders of 25 waffles or more, please contact us directly at orders@shopatbrews.com.
Please include your desired quantity, delivery address, and requested date. This allows us to provide you with a personalised quote and ensure your large batch is baked fresh specifically for your event!
Do your waffles contain any allergens?
We prioritise the safety of our customers. Please be aware that all of our waffles contain wheat (gluten), dairy, and eggs. Our waffles may also come into contact with tree nuts, soy, and peanuts, as these ingredients are used in our production environment.
What is in the Mamy's Original Waffles?
Our Mamy's Original Waffle is made with a few simple, wholesome ingredients: flour, rich butter, fresh eggs, a pinch of salt, and sugar. The secret to its unique flavour isn't the ingredients themselves, but the unique, time-honoured technique and precise quantities that have been passed down through our family!
What is in the Choc-Chip Twist Waffles?
Our Choc-Chip Waffles start with the same foundation of simple, wholesome ingredients: flour, rich butter, fresh eggs, a pinch of salt, and sugar. We then fold in generous handfuls of decadent chocolate chips, ensuring a delicious, melty surprise in every single bite.
How long does it take to make waffles?
We believe that great flavour takes time. Our waffles are not made in a factory; they are handcrafted. From preparing the batter with our time-honoured recipe to baking each one to perfection and carefully packaging it, the entire process takes us around two hours to ensure they are perfect for you!
Frequently Asked Questions
Order & Account Management
How do I change my order after it has been placed?
To maintain product freshness and process efficiency, modifications can only be requested within 60 minutes of placing your order by emailing orders@shopatbrews.com. After this brief window, preparation begins, and we cannot make changes, which is necessary for our highly streamlined operations.
Can I cancel my order?
To maintain product freshness and process efficiency, cancellations or modifications can only be requested within 60 minutes of placing your order by emailing orders@shopatbrews.com. After this brief window, preparation begins, and we cannot make changes.
Can I place an order for a friend or as a gift?
Absolutely! Just ensure the recipient's name and contact number are listed as the 'Shipping Contact' at checkout. They must be available to receive the fresh waffles on the guaranteed Next-Day Delivery date. Please note, our Missed Delivery Policy applies fully to all gift orders.
How and when will I know my exact delivery time?
Your delivery is managed directly by our dedicated Brews Scooter Riders for maximum quality control and freshness. You will receive an automated notification via email or SMS when your order is Out for Delivery and is approximately 30-60 minutes away from your location. Please ensure you are available to receive the fresh waffles at that time.
What is the cut-off time for Next-Day Delivery?
Our firm cut-off time for guaranteed Next-Day Delivery is Midnight (00:00) SAST. Orders placed before Midnight are scheduled for delivery the next day. All orders placed after the Midnight cutoff are automatically rolled over into the following day's production schedule.
What happens if I miss my delivery?
You must be available within your confirmed 2-hour window. If the driver is unable to reach you after a 5-minute attempt, they must continue the route. Due to the perishable nature of the product, we cannot guarantee a re-delivery attempt, and no refunds will be provided for deliveries missed due to recipient unavailability.
When are Brews's delivery days?
We bake and deliver fresh, directly from our oven to your door, 7 days a week, Monday through Sunday.
How do I change my delivery address?
Due to our highly optimized routing system, the delivery address cannot be changed once the order is confirmed. It is the customer's sole responsibility to provide the correct address at checkout. We recommend reviewing your details carefully before submitting your purchase.
Can I request a specific delivery time?
You can certainly leave a preferred time in your order notes, and we will do our best to accommodate it when our automated routing system generates the delivery schedule that morning. However, we cannot guarantee specific timing outside of your confirmed 2-hour window.
What is Brews's delivery zone?
We currently offer our Next-Day Fresh Delivery service exclusively within our local Ballito coastal region.
To ensure your delivery is fresh and on time, our service is limited to the following postal codes: 4420 and 4399.
If your address falls within these codes, please proceed to checkout. The system will only allow you to complete your purchase if your exact address is within our service area. We are rapidly working to expand our coastal coverage and hope to bring Brews to your door soon!
What is your return and refund policy?
Due to the perishable nature of our fresh food products, all sales are final (no returns or refunds for change of mind). However, if your order arrives defective, unsafe, or incorrect, we will fully comply with your right to redress as per the Consumer Protection Act (CPA). Please see our full Refund Policy for mandatory claim procedures and details.
Frequently Asked Questions
Sourcing & Sustainability
Where do you get your ingredients?
We believe that the quality of our waffles starts with the quality of our ingredients. To ensure every waffle is made with the freshest and finest components, we are committed to prioritising local sourcing from our trusted suppliers and community partners in the Ballito area.
While some of our speciality ingredients may be sourced internationally to guarantee the authentic Belgian flavour and quality we are known for, we are proud to say that we focus on supporting our local economy wherever possible.
Are your ingredients locally sourced?
We are deeply committed to supporting our local community. A significant portion of our ingredients is sourced directly from trusted stores and suppliers in the Ballito area. This allows us to ensure the freshness of our products while supporting our local economy.
What kind of packaging do you use, and is it recyclable?
We are proud to say that Brews is now a 100% plastic-free zone! We are committed to a zero-waste future, which is why we have upgraded every part of our packaging. From our Kraft paper bags to our full-colour branding stickers, everything is now 100% biodegradable and compostable. You can enjoy your waffles knowing that the packaging can return to the earth safely, leaving no trace behind.
Do you have any sustainability or environmental initiatives?
Absolutely. We believe 'Premium' shouldn't cost the Earth. Our primary initiative is our 100% Biodegradable Packaging Standard. We use unbleached Kraft paper and plant-based paper stickers that are fully compostable. We also strictly limit our production to localized delivery routes to minimize our carbon footprint, ensuring that we only drive when necessary.
Frequently Asked Questions
Delivery Services
Do you ship to other parts of South Africa?
While we are excited to expand our reach in the future, we currently offer local delivery exclusively to the Ballito area (from Umhlali to eMdloti). We apologise for any inconvenience this may cause and will be sure to announce any updates on our website and social media channels.
Why is the delivery scheduled for the next day?
Next-Day Delivery is serious because every waffle is handcrafted and baked fresh on the day of delivery to ensure optimal flavour and texture. We use the time after your order is placed (up until the Midnight (00:00) SAST cutoff) to finalize the most efficient delivery route and prepare your custom batch. This careful scheduling ensures your waffles arrive as fresh as possible, not baked hours in advance.
Frequently Asked Questions
Website Safety
Is this website safe for my bank information?
Yes, absolutely. Your security is our top priority. As a Shopify-hosted store, we use their secure payment gateway to process all credit card transactions. This means we are bound by Shopify’s strict security standards and do not store any of your credit card information on our servers. Your data is encrypted and protected by industry-leading technology at all times.
How can I pay for my order?
We accept all major credit and debit cards (Visa, Mastercard) processed securely through the Shopify Payments gateway.
Are the prices listed inclusive of VAT?
As Brews is currently a non-VAT vendor, all listed prices for our products and delivery fees are exclusive of VAT (Value-Added Tax).
Frequently Asked Questions
Customer Service & General
Who should I contact if I have a question about my order that the chatbot can't answer?
Our chatbot is here to help with many common questions. If you need further assistance with your order or if the chatbot is unable to provide the information you need, please feel free to reach out to our customer support team directly. You can email us at support@shopatbrews.com. For the quickest assistance, please include your order number and a brief description of your question in your message.
Can you tell me more about the BREWS brand story?
Brews first started as an idea with a friend when I was 16 years old. It was meant to be an acronym for many different business ideas (first for a Biogas business, then Belgian waffles). The idea was slowly built over a year, and I began selling to friends and family at 17. Brews took many breaks and was always a side hustle until I was 18, when I began selling to resellers such as Mia Acai and Spar. Selling to resellers was difficult, and more breaks began around 19. It was then picked up properly around 20, and I am now making a website and selling directly to customers online and through delivery. Brews made a decent amount of money through family, friends, and local customers throughout the year, but is only now taken very seriously.