FREQUENTLY ASKED QUESTIONS
What payment methods do you accept?
â–¸It depends on how you shop with us:
- In-store (personal): Card and cash
- Online: Card and instant EFT
- Registered & approved business accounts: Card, cash on delivery, EFT, and account
Is my payment information secure?
▸Yes. Online payments are processed by a trusted third-party provider using 3D Secure technology. In-store, we use bank-issued card machines — your information is never stored by us.
What if my instant EFT payment is delayed or fails?
▸Online EFT payments are processed as instant EFT — so in most cases the payment is confirmed immediately. If your instant EFT fails, a successful payment will need to be made before your order can be completed. If the payment is delayed or does not reflect on our side, you're welcome to contact us with your proof of payment and we'll do our best to assist.
Do your prices include VAT?
â–¸Yes, all displayed prices include VAT.
Is there a minimum order value or any extra fees?
▸No minimum order value. Whether you're ordering a single item or a full pallet, we can accommodate you — no fuel levies or hidden packaging fees.
How do I request a formal quote or invoice for a business order?
▸Please contact your nearest branch directly — they'll be happy to assist. You can find all branch contact details under the Our Branches tab on this page.
My card payment keeps failing. What should I do?
â–¸There are a few common reasons for card failures:
- Your bank may be blocking the transaction — check whether you need to approve the payment via your banking app.
- Your card details may have been entered incorrectly — double-check the card number, expiry date, and CVV.
- You may have reached your daily online transaction limit — contact your bank to increase or reset this.
My banking app says the payment was successful, but my order shows as failed. What happened?
â–¸This can happen when the transaction is approved by your bank but not fully confirmed on our side. In most cases the funds will be returned to your account within a few business days. Please contact us with your order details and we will investigate and assist you.
The payment page keeps loading or freezes. What should I do?
â–¸This is usually caused by a slow internet connection or a temporary system issue. Please try refreshing the page, check your internet connection, and try again. If the problem continues, try a different browser or device. If you are still experiencing issues, contact us and we will help you complete your order.
My FNB / Capitec payment gets stuck at the approval or OTP screen.
â–¸Some banking apps require you to open the app and manually approve the payment after entering your card details. Please check your banking app for a pending approval notification. If the payment still does not go through, contact your bank to confirm there are no restrictions on online transactions, or reach out to us to arrange an EFT payment instead.
Can I pay via EFT?
▸EFT is available as an alternative if your card payment fails. Our team will provide you with the banking details once they have been in contact with you. Please note that orders paid by EFT will only be released once the payment has been received and confirmed — not when you have submitted the transfer.
How does online delivery work?
▸For a full breakdown of how our online delivery process works — including shipping rates, delivery areas, and what to expect — visit our Understanding Online Delivery page.
How do I place an order on the online shop?
â–¸Browse our products, add items to your cart, and proceed to checkout. You will need to create an account or log in before completing your purchase. Follow the on-screen steps to enter your delivery or pickup details and complete payment by card.
Do I need to create an account to order?
▸Yes, an account is required to place an order. This is to protect your personal and payment information and to ensure your order history is safely stored. Creating an account only takes a minute — you will need your name, email address, and a phone number. You can create your account at My Account.
How long does delivery take?
▸- Gauteng: 1–3 business days
- Other provinces: 2–5 business days
- Remote/rural areas: Up to 7–14 business days
Do you deliver outside Gauteng or internationally?
â–¸Yes, we deliver nationally across South Africa. For international deliveries (including Namibia, Botswana, and other neighbouring countries), please contact us directly and we'll work out the best solution for you.
How do I track my order?
â–¸You'll receive email updates as your order progresses. You can also track your order at any time by entering your tracking number at cleaningwarehouse.co.za/shipping-details.
Why is my shipping cost so high?
â–¸Delivery costs are calculated based on your location and the weight or size of your order. Customers in more remote provinces or areas further from our branches may see higher shipping rates. If you feel the shipping cost is incorrect, please contact us before placing your order so we can check it for you.
Can I cancel or change my order after placing it?
▸If you need to make changes — such as switching from delivery to pickup, or changing the items in your order — please contact us as soon as possible before we begin processing. Do not cancel your order on the website to make a change, as this will require you to place a completely new order. Rather contact us directly and we will assist you.
I accidentally cancelled my order. What should I do?
â–¸Please contact us and we will help you place a new order with the same or updated items. Note that a cancellation cannot be reversed, so a fresh order will need to be submitted.
What happens if an item is out of stock or on backorder?
▸We'll contact you promptly to discuss your options — this may include holding your order until the item is available, splitting it into two shipments, replacing the item, or issuing a refund for that item.
What if my delivery is delayed or lost?
â–¸Please contact our support team or your nearest branch. Our goal is to get your complete order to you as quickly as possible. We'll investigate the status of the package and advise you on next steps from there.
What happens if I'm not home when my order is delivered?
â–¸Your courier will attempt to arrange a re-delivery. For larger or bulk deliveries, it may be necessary to agree on an alternative location or schedule a second delivery, which may incur an additional fee.
How does click-and-collect work?
â–¸All store locations are listed under the Our Branches tab on this page. For same-day collection, your order must be placed before 12:00 PM. Orders placed after 12:00 PM will be ready the following business day, unless otherwise arranged with the branch.
How do I choose between delivery and pickup?
▸During checkout you will be able to select either home delivery or collection from one of our branches. Please select your preferred option carefully before confirming your order. If you need to change from delivery to pickup (or vice versa) after placing your order, please contact us — do not cancel the order yourself.
Which branches can I collect from?
â–¸We have multiple pickup branches available. The branch options will be shown during checkout. You can also view all branch locations, contact numbers, and trading hours under the Our Branches tab on this page.
What are your store trading hours?
▸- Monday–Friday: 8:00 AM – 5:00 PM
- Saturday: 8:00 AM – 12:00/3:00 PM (varies by branch)
- Sunday: Closed
What happens during load-shedding or on public holidays?
â–¸Our branches are equipped with backup power and can operate during load-shedding. On public holidays, if a branch is closed, orders will not be processed that day. Orders already out for delivery may still arrive, as some courier services operate on public holidays.
What happens if my order arrives damaged, incomplete, or incorrect?
â–¸Please contact us immediately. Here's how we'll handle it:
- Damaged: We'll arrange collection and offer a replacement or refund
- Incomplete: We'll send the missing items as soon as possible
- Incorrect: We'll correct the order
How do I initiate a return or exchange?
â–¸Please contact our support team or the branch you purchased from, and we'll guide you through the next steps.
How long does a refund take, and how is it paid out?
â–¸- In-store refunds: Processed within minutes and paid out in cash
- Online order refunds: Processed within 1–2 business days and credited to your Cleaning Warehouse Wallet
What is the time limit for returning a product?
â–¸Please refer to our full Returns Policy for the applicable return windows.
Can I return opened or used products?
â–¸Defective products may be returned subject to approval. Please refer to our Returns Policy or contact us to discuss your specific situation.
How do I create an account, reset my password, or update my details?
â–¸All of this can be done from your My Account area. Log in to update your personal details, delivery address, or password. If you don't have an account yet, you can register on the same page.
I am struggling to sign up or log in to my account.
â–¸We offer several ways to access your account:
- Email Link (easiest): Simply enter your email address and a login link is sent to your inbox. Click the link in your email and you'll be logged in automatically.
- Google or Facebook: Sign in quickly using your existing Google or Facebook account.
- Email & Password: The traditional method — use your email and a password you set during registration.
My contact number on my account is incorrect. How do I update it?
▸You can update your phone number yourself at any time — either in your My Account area or during checkout. If you're having trouble updating it, please contact us and we'll be happy to help.
How do I apply a promo or discount code?
â–¸Open your cart while shopping and you'll find a field to enter your discount code before checkout.
How does the My Family Rewards cashback work?
â–¸Cashback is credited directly to your Cleaning Warehouse Wallet and is available immediately after each qualifying purchase. You earn more the more you spend each month:
- R0–R999 → 1%
- R1,000–R1,999 → 2%
- R2,000–R2,999 → 3%
- R3,000–R3,999 → 4%
- R4,000–R4,999 → 5%
- R5,000–R5,999 → 6%
- R6,000–R6,999 → 7%
- R7,000–R7,999 → 8%
- R8,000–R8,999 → 9%
- R9,000+ → 10%
Do My Family Rewards points expire?
â–¸Yes. Cashback expires after 12 months of inactivity.
How does the Wallet / store credit work?
â–¸Your Wallet balance can be used both in-store and online. In-store, simply ask a staff member to apply your Wallet balance. Online, select "Apply Wallet Balance" during checkout.
How do I link my account to a school, club, or charity?
â–¸You can do this from the My Family Rewards section in your account, or during checkout by selecting the organisation you'd like to support.
Can I have separate personal and business accounts?
â–¸No. Only one account can be linked per email address.
What are your full Terms & Conditions and Privacy/POPIA Policy?
â–¸Both are available at our Privacy Policy page. This covers website use, account creation, sales terms, and how we handle your personal information in compliance with POPIA.
Are your products safe to use around children and pets?
â–¸Yes, when used as directed. As with all cleaning chemicals, products must be kept out of reach of children. Ingesting or using them in any way other than as specified on the label could cause harm.
Are your products free from harmful or carcinogenic ingredients?
â–¸Yes. We do not use carcinogenic materials in any of our manufactured cleaning products. We actively avoid harmful ingredients, and where any ingredient requires attention, we'll always disclose it on the product label.
How do I dilute concentrated products correctly?
â–¸Dilution instructions are printed on every product label. Always follow the on-label guidelines and never exceed the recommended concentrations.
How do I know which product is right for my cleaning problem?
▸Our staff are trained across our full product range. Share your specific cleaning challenge with us — in-store, via WhatsApp, or through our contact form — and we'll point you in the right direction.
How do I request a Safety Data Sheet (SDS) for a product?
â–¸Contact our support team and we'll be happy to provide the relevant documentation for any product.
Where are Cleaning Warehouse products manufactured?
â–¸Our products are manufactured locally at our factory in Pretoria West.
Do you offer bulk or wholesale pricing?
â–¸Our everyday pricing is already wholesale by nature. Additional discounts and preferential pricing are available to registered business account holders. Register as a B2B customer here.
I just want to check prices. Do I need to place an order?
â–¸No. You can browse our product catalogue and see prices without placing an order. If you need a formal price list or a quote for a specific combination of products, please contact us and we will assist you.
Can I get a quote or invoice before placing my order?
▸Yes. If you need a pro-forma invoice or a formal quote before committing to payment — especially for business or bulk orders — please contact us directly. We will prepare the documentation and guide you through the order process.
The system is showing the wrong province for my delivery. What should I do?
â–¸If the checkout is auto-selecting the wrong province, please manually update it to your correct province before completing your order. This will ensure your shipping cost is calculated correctly. If you are unable to change it, contact us and we will assist.
I am getting an error that says 'Unable to locate live transaction, too late or already processed'.
â–¸This error usually means the payment session has expired or has already been processed. Please do not attempt to pay again immediately. Contact us and we will check the status of your order and guide you on the next steps.
The phone number field won't accept my number. What format should I use?
â–¸Please enter your phone number without spaces, dashes, or the country code. For South African numbers, enter the 10-digit number starting with 0 (for example: 0821234567). If the field continues to reject your number, please contact us for assistance.
Pretoria West
Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed
Pretoria North
Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 3:00 PM · Sun: Closed
Van Der Hoff Road
Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed
Silverton
Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed
East Lynne
Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed
Brits
Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed
Hammanskraal
Mon–Fri: 8:00 AM – 5:00 PM · Sat: 8:00 AM – 1:00 PM · Sun: Closed
Do you have a mobile app?
â–¸Yes! You can install the Cleaning Warehouse app directly from our website.
Can I become a distributor or reseller?
â–¸Yes! Register with us and let's start a conversation. We'd love to understand your business and help you grow your sales with our product range.
Do you offer gift cards, vouchers, or subscription orders?
â–¸Not at this stage. We don't currently offer gift cards, physical vouchers, or recurring subscription orders.
How do I leave a product review?
▸Navigate to the product page and scroll down to the review section — we'd love to hear what you think!
How do I report a website bug or suggest a new product?
▸Please reach out to our support team — we genuinely appreciate the feedback and take all suggestions seriously.
Do you have a referral or affiliate programme?
â–¸Yes. We run an affiliate programme in partnership with schools, clubs, and NGOs through our Community Rewards initiative. Get in touch to find out more.