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  • Brand questions
  • General
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brand questions

Who is smul?

smul is a health and wellness brand that offers a transparent plant-based journey with the focus on holistic health. Our products are delicious, made with simple ingredients and our processes are closely controlled every step of the way. Embracing a lifestyle where feasting meets well-being and convenience, smul is your trusted good food partner.

Why choose smul?

smul has a wide range of products which make the life you live so much easier! Our approach to holistic health is based on our main pillars of nutrition, movement, mental health, and well-being. That’s why you’ll find a range of informative content on our website and social media pages. Our holistic approach adds a unique element to our products, as we focus on using simple ingredients, adding great taste and convenience to your lives!


My contact details have changed; how can I amend my profile?

Contact details can be updated in your my account page under the tab Account details

I have forgotten my password. What do I do now?

You can reset your password by clicking Forgot password below the login form.

I am battling to set a password. What can I do?

Should you have any problem setting a password please submit a request here using the e-mail address for your account.

What should I do if the website is giving me technical issues?

Please submit a request here using the e-mail address for your account stating your technical difficulty. 

How do I create a Wishlist?

To create a Wishlist simply click the heart icon located next to the product you would like to add to your Wishlist .

Can I share my Wishlist with my friends and colleagues?

You can share your Wishlist by visiting your Wishlist and clicking any one of the share icons listed below your list.


Is there any limit to the hours when I can order from smul?

No, you can purchase from this website anytime and from anywhere, however our deliveries will only be on weekdays, Monday – Friday, between 08:00 – 17:00 in South Africa only.

How do I cancel an order?

You may in certain instances cancel your order. You can cancel your order prior to when it is dispatched for delivery by clicking on the “Cancel” button in My Orders. Please note once the order has been shipped out, it can’t be cancelled anymore. 

Please contact our Call Centre:

Telephone: +27 87 756 5715

WhatsApp: +27 82 203 0513


Can I receive an order if I don’t live in South Africa?

No, unfortunately we only deliver within the Republic of South Africa, for now. 

What happens if an item is out of stock?

We strive to maintain availability of all products listed on smul at all times, however it is possible that an item can be temporarily out of stock.The “Get Notified When Stock Arrives” button allows us to notify you, via email, as soon as the item is once again available.

How do I edit my order if I have already checked out but not paid?

You will need to Log In to your account to edit any orders. Click onto your Account profile, in the top right corner of the screen, and select “Order History” from the navigation panel. From here, you can Click on My Orders on the left navigation panel.

Select the order that you would like to edit by clicking on the “View Order” button on the right hand side. To edit this order, click “Make this My Cart” in the bottom corner and you can then edit your order.

How do I edit my order if I have already paid?

If you have already paid for your order, you will need to contact our Call Centre on

Telephone: +27 87 756 5715

WhatsApp: +27 82 203 0513


for assistance on editing your order. Please note that payment details may need to be resubmitted if the order value is now higher than your previous order.

How do I remove items from my cart?

Option 1: Click on the “Cart” icon in the top right of the site. Click the x can icon next to the item that you wish to remove from your cart. Confirm that you wish to remove the item.

Option 2: Click on the “Cart” icon in the top right of the page. Click the “Checkout” button at the bottom of the dropdown menu. Change the quantity of each item to zero by inserting ‘0’ into the quantity field or by clicking the ‘-’ button underneath the quantity field. Your page will refresh and the product will disappear from your cart.

How do I change my shipping address once my order is placed?

For unpaid orders, please cancel order in “My orders” and place new orders with correct shipping address.For paid but unshipped orders, please click “Modify Shipping Address” button above input box to edit.For shipped orders, as different logistics providers have different delivery policies, we suggest you click “My orders” to check if your address can be modified.


Which days of the week do deliveries take place?

Deliveries only take place during weekdays, Monday – Friday, between 08:00-17:00. Excluding public holidays.

Can you deliver on public holidays?

 Unfortunately not yet.

When will I get my order?

Delivery will take place within 24 – 48hrs after payment has been confirmed and on working days only, between 08:00 – 17:00. If you are located in an outlying area (more than 200km from a city hub), delivery may take between 3 – 5 working days.

Who will deliver my order?

CourierIT courier will be the only supplier that we use to deliver within South Africa. Please do not accept orders from any other supplier unless notified by smul.

Will I be called before delivery?

All first delivery attempts will be done without a phone call before delivery but a confirmation email, as well as an SMS, will be sent to you to inform you that your order has been shipped for delivery. 


If the first delivery is unsuccessful, a second delivery attempt will take place the next working day. You will also be notified of the second delivery attempt via SMS. Should there be 2 unsuccessful delivery attempts, we will notify you via SMS and make contact with the receiver to reschedule delivery.

What happens if there is no one at home or at the office when you deliver?

As per the above, if the first delivery is unsuccessful, a second delivery attempt will take place the next working day. Only after 2 unsuccessful attempts will we make contact to try arrange an alternative delivery arrangement with you.

How do I track my order online?

Once your order has been placed, we will send you a confirmation email updating you on the status of your order. We will also send you an SMS once your order has been shipped. You can track your order at any time by navigating to “Track My Order” (under the My Account section). Our tracking is divided into four different “Status of Delivery” below, thus keeping you informed of your order throughout the delivery process:

  • At the Warehouse;
  • With the CourierIT Courier;
  • Out on Delivery;
  • Delivered

Please note: the delivery period only begins once your payment has been authorised.

Where do I see a history of my orders?

You can view a history of your purchases / orders by navigating to “Order History” (under the My Accounts section of this website).

Where do you deliver to?

We deliver across South Africa. To check if we can deliver Craft Meals to your area, enter your address into the Delivery page of your profile.

How do I change my delivery address?

To update your delivery information, simply follow these steps:

  • Click my account located in the top right-hand corner of the screen.
  • From the navigation menu, select “My Profile.”
  • On the left panel, you will see a list of options. Select “Addresses.”

You will now be presented with your delivery information, and you can make any necessary changes.

By following these easy steps, you can quickly and conveniently update your delivery information to ensure that your packages are delivered to the correct location.

Can I request a special delivery time?

Regrettably, we cannot accommodate special delivery days and times. Our courier partner plans their own routes in the most efficient way possible. You are welcome to contact our customer service team who will attempt to get an expected time of delivery from couriers.


What does smul taste like?

smul tastes like thriving in all areas of life. At smul, we produce great tasting products, using simple and ethically sourced ingredients. smul is not too sweet, and not too salty, because we want you to get the full experience of our delicious flavors. Shake up our protein powders to experience the subtly sweet tastes and silky-smooth consistencies. Experience the crunch and flavor of our granolas, and the nougat-like texture of our protein bars which will leave you wanting more. Our meals and oatmeal pots are hearty and comforting.

Is smul Gluten Free?

No, our smul products are not gluten free. Some of our products may be inherently gluten free due to the nature of the ingredients used, but we’ve chosen not to make a gluten free claim due to the presence of gluten in our factories.

Is smul Vegan / Plant-based?

Yes, smul is a plant-based brand and we do not include any animal-derived ingredients in our products. We do use milk, eggs and honey in some of our manufacturing facilities so on some of our products there may be a risk of unintentional cross contamination. These are clearly indicated on our allergen information on pack and our website.

Is smul Organic?

smul isn’t organic. We love supporting local and use South-African produced ingredients in our products where available.

Is smul GMO Free?

Yes, we use non-GMO ingredients in our smul products.

Why have you listed USA allergens on your products?

These products have been developed for the USA market but we received such interest locally, we decided to make our range available for sale on our SA website. All SA information is available on the website and we are working on SA specific packaging if we go into local retail.

Are coconuts considered tree nuts?

Some countries, including the USA, consider Coconut as a tree nut allergen. To ensure our consumers are aware of any potential allergens present in our products, we have specifically listed the types of tree nuts which are present.

Why don't you list Gluten as an allergen?

These products have been developed for the USA market but we received such interest locally, we decided to make our range available for sale on our SA website. In the USA, gluten is not listed as a major allergen and therefor not included on packaging. All SA allergen information is available on the website.

Why do you say you have 0g total sugar but on the nutritional table it says there is 1g added sugar?

Total Sugars is the sum of all sugars in a product which includes sugars naturally present in many nutritious foods and beverages, as well as any sugars that are added to a product during manufacturing. Our ‘total sugar’ values have been analysed in a laboratory as part our our standard nutritional analysis on our products. The FDA defines ‘added sugars’ as those sugars that are added to foods during processing (or sugars packaged for consumers to add to foods and beverages on their own). The ‘added sugar’ on our nutritional tables have been theoretically calculated based on the ingredients used in our recipes. We do not add any refined sugar sources to our recipes, but sometimes our ingredients may contain small amounts of what is considered ‘added sugar’ – examples include concentrated fruit juices and semi-sweet chocolate chips.

Why do some of the nutritional values on the packaging differ from the values on your website?

There are slight differences in the way the FDA and South African regulations require nutritional information to be determined, rounded and displayed. Our packaging has been developed for the USA market and show the FDA mandated nutritional information. We have included the South African format nutritional information table on our website for customers who may prefer this format.

What is Inulin and Oligofructose?

Inulin and oligofructose are natural food ingredients commonly found in varying percentages in dietary foods. Inulin is a heterogeneous blend of fructose polymers found widely distributed in nature as plant storage carbohydrates and oligofructose is a subgroup of inulin. Inulin and oligofructose are not digested in the upper gastrointestinal tract and typically only contains 6–10% sugars represented as glucose, fructose and sucrose, native to the chicory root.
We use these ingredients in our products to provide natural sweetness while avoiding refined sugars.
See more here:


What are my payment options?

We accept Visa and MasterCard (both credit and debit cards). You will also be able to do an EFT Pro payment, which works exactly the same as an EFT payment, you will be redirected to your own Banks payment window.

Are my credit card details safe?

Yes, we guarantee safe and secure banking on smul. We understand that this can be a concern, especially if this is your first-time shopping online, but we can assure you that your credit card information is encrypted and protected with the best software available via PayFast.

I'm struggling to pay online, please help!

If you have any queries or are experiencing any problems regarding payment, please call our Customer Service Representation:

Telephone: +27 87 756 5715

WhatsApp: +27 82 203 0513

Send an email to:

Email: for assistance

I lost connection while trying to make my payment, what now?

Try refreshing the page to pay again. Payment has only been made and confirmed when you receive an Order Confirmation email from smul.

Can I use a voucher online? How do I redeem it?

Yes, we do accept promotional discount codes that are supplied by smul. We only accept one discount code per order.

If you have a discount code that you would like to redeem, you will need to enter your code once you have proceeded to Checkout. Enter the code into the allocated promotional code box and then click “Apply”. The code will be applied when you proceed to payment.

My payment failed due to 3D authentication failure, what do I do?

3D secure registrations take place with your bank and each bank has a different way of registering their cardholders. Most new cards are already enabled and do not require a registration.

Please see links below that will assist you with the procedures that your bank applies:

Standard Bank:




returns & refunds

What is your returns policy?

Our returns policy ensures satisfaction with every purchase. We accept returns/exchanges for defective packaging or incorrect items. Contact us within 7 days of delivery for assistance. Returns are processed within 5 days. Refunds are issued to the original payment method. We cannot accept returns for opened products. Our policy applies to online orders in South Africa. For any queries, email us at or call +27 87 756 5715.

What happens if a product I ordered is delivered in a broken, damaged or defective state?

If your product arrives broken, damaged, or defective, simply notify us within 3 days of delivery. We’ll arrange for collection at our cost and offer a replacement or refund, provided the packaging is intact. For further assistance, contact us at or call +27 87 756 5715.

How am I refunded for items bought on smul?

Refunds for items purchased on smul are issued based on the original payment method. If you paid by credit/debit card or EFT, the refund will be credited back to the same account. Refunds are processed within 5 working days of approval, and any delivery charges will be included in the refund amount. For more details, please contact us at or call +27 87 756 5715.

What if there are missing or damaged items in my order?

If you receive your order with missing or damaged items, please notify us within 3 days of delivery. We will arrange for the missing or damaged items to be replaced at no extra cost to you. Simply contact our customer care team at or call us at +27 87 756 5715, and we’ll assist you promptly.