Frequently Asked Questions
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In stock items are shipped to anywhere within South Africa within 5 working days.
If an item is available on the website, then it is in stock. Items which are out of stock are indicated accordingly.
Yes, they are. If you are looking for a product and cannot find it on the website, then we don’t stock it. You are welcome to contact us with a stock request.
New products are added from time to time, so be sure to check in with us again.
We are able to offer customisation on most items, but will need to have it manufactured, or customised, upon request. There will be a lead time of between 4 and 12 weeks.
Custom orders are made especially for the Customer. It is the Customer’s responsibility to verify all information on the quotation as correct before an order is placed with our suppliers or manufacturers.
A deposit of at least 50% (to be finally determined by Us depending on the circumstances) in advance is required on all custom orders. If the order is cancelled by the customer then the deposit will be forfeit.
As soon as a deposit is paid, the order becomes binding. The production of custom orders to your specifications (colour, size, materials, etc) begins immediately. Therefore, custom orders cannot be cancelled, changed, returned or refunded if the product was not defective upon delivery to you. Please make sure the specifications of your order are correct before paying the deposit.
We reserve the right to cancel a custom order and will refund the Customer in full when we do so.
The balance is payable before the product will be released to the Customer.
Lead time for custom orders depends on the product, its availability and performance by Our suppliers or manufacturers. The anticipated lead time will be stated on the invoice. We will inform the Customer of any delays. It is acknowledged that custom order products may reasonably differ from samples due to hand making processes and also the considerations set in these Terms and Conditions of Sale and same is accepted by the customer.
We are able to ship to many countries, but you will need to contact us to make sure we can ship to your country.
In the unlikely event of a defective product, please contact us within 24 hours of receiving the product to discuss further steps. Be sure to take photos and to get a clear image of the defect. Please do not use the product if you have identified a problem.
If you are unhappy with a purchase, you can return it within 10 days of purchase or delivery. We will exchange any damaged or flawed product provided the product is unused and in its original condition. Proof of purchase must be produced.
Physically altered or partially disassembled stock may not be returned. Wear and tear, product characteristics and explained pre-existing conditions will be considered by Us prior to acceptance of goods presented for return. Products are deemed to have been supplied in good condition as checked by the customer at the time of purchase, delivery or collection.
Once a return has been approved, the product may be exchanged for other items or a credit note or a refund will be issued. Product exchanges which must be delivered to the Customer will be delivered to the original delivery address within South Africa.
Custom order products can only be returned if the product was defective upon delivery.
If you wish for us to collect the product, contact us by emailing [email protected] with a copy of your proof of purchase.
Product exchanges are subject to availability of the desired product at the time of the request for exchange.
We are unable to exchange goods where product characteristics and/or imperfections were pointed out prior to purchase. Handling fees may be applicable on exchanges/returns. For public health reasons we may not be able to accept the return of some items – this will be disclosed prior to purchase.
If a customer changes his or her mind about a purchase where the product is not flawed or damaged, we will not be obliged to accept the return.
Products purchased during the annual sale will be subject to the terms and the conditions of the sale.
Upholstered Furniture Warranty
Upholstered furniture is warranted for a period of 2 years from date of delivery/collection in respect of the frame and craftsmanship.
The warranty does not extend to the fabric or leather used to upholster the product as this is subject to wear and tear associated with use. Furthermore, usage and treatment in the customer’s environment is beyond Our control.
Warranties do not apply to:
- Defects or damage arising from negligence, abuse or misuse, including (but not limited to) improper maintenance – referred to as ‘dressing’, exposure to water, direct sunlight, coastal air, chemicals, accidents, any use for which the product was not designed nor does it cover ordinary wear and tear;
- Failure to comply with Our care instructions or specifications; and
- Extreme use. Extreme use is considered to be damage caused by more than normal wear and tear this includes:
- Solvent spills
- Body fluids (human or animal)
- Improper cleaning techniques
- Placing furniture outdoors in direct sunlight (where the product was not made for this purpose as set out in the product page on the website) or in close proximity to an open heat source (heaters, fire places, open fire or barbeque stands)
- Sitting on the arms and backs of furniture;
- Jumping on or rocking in the furniture (where it was not made for this).
We use natural top and full grain leather. Certain variations may occur. Dye lots may vary resulting in slight colour variations. No two hides are identical. Scratch marks, stretch marks, brand marks, scuff marks and tick bite marks are characteristics of natural leather and are often visible. These are not defects but are considered to add character to the leather. To make sure you take optimal care of your leather products, please read the care instructions which are available online.
Timber products are warranted for a period of 2 years from date of delivery/collection in respect of frame and workmanship. Should the original product be altered in any way, the warranty will be void.
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted — creating character that is part of the look and/or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.
Some of our wood products have a very high moisture content. It is therefore recommended that these products are not placed on carpets or other surfaces where staining could occur. We will put the appropriate warnings in the product’s care instructions.
Some of our timber products have not been kiln-dried. Therefore, some residual moisture may remain. It is recommended that these products are not placed on carpets or other surfaces where staining could occur.
Refer to the Care Instructions of your product for guidance.
We will honour a warranty if:
- The defect existed at the time of delivery and manifested during the warranty period;
- The defect did not arise due to normal wear and tear or misuse/abuse by the customer;
- The product concerned is used for the purpose intended and in a domestic environment (unless the latter requirement is waived by Us in writing). Commercial use of furniture is not covered by our product warranty;
- The Customer duly complied with the care instructions and maintenance in respect of the Product;
- The customer provides the original invoice;
- The product is assembled by Us or by the customer in accordance with the suppliers’ specifications.
Our warranty also provides for the free repair or replacement of any faulty component.
WE RESERVE THE RIGHT TO CHARGE A FEE FOR DELIVERIES.
Delivery charges are payable in full along with any order at the time of placing your order.
Delivery of goods are subject to the customer’s address being within our designated areas for delivery.
Should the delivery address of the customer be outside the designated delivery areas, the customer will be contacted to confirm delivery, the costs of delivery and further delivery instructions.
All delivery charges, in addition to the full purchase price, must be paid before delivery of the goods will take place.
Deliveries are possible from Mondays to Fridays during normal working hours from 08:00 – 17:00, excluding public holidays. Specific delivery times cannot be made or agreed to at the time of order. We do not deliver on weekends or public holidays.
You will be contacted by our delivery team at least 2 days before your delivery to ensure availability and access. Should you wish to change any of your delivery instructions, please discuss this with our delivery team.
We do not offer storage facilities and therefore reserve the right to charge you for storage costs if you are unable to accept your delivery at the agreed time or within the timeframe specified in these Terms and Conditions .We will not be held responsible for any loss or damage to your goods while in our care after you have been notified of required collection or delivery and unable to receive the goods. We reserve the right to charge storage fees for any incomplete deliveries and this will be payable before completing your delivery. Please liaise with our delivery team should you not be in a position to receive your goods.
Please note that some of our delivery vehicles are large. Please make sure that your property has the necessary means of access at the time of payment. Please discuss any special delivery instructions with your consultant.
On delivery, a two- or three-person crew will arrive and deliver your order to the room of your choice, provided there is safe or acceptable access. The delivery team is only permitted to carry the goods up to 3 (three) floors in the absence of a suitable lift, and providing that the passages are wide enough to accommodate delivery of the goods without damage. Any goods required to be hoisted will be subject to an additional charge and we shall not be held liable for any damage or claims for damages, however arising and of whatsoever nature, in respect of the delivery of the goods.
Please assist us by clearing pathways and removing ornaments and other objects that might get in the way. We are not responsible for any form of breakage or damage. Goods will be unwrapped on delivery and the packaging will be removed from the premises unless you request us not to do so. Products requiring assembly will be assembled on site by our trained personnel.
Goods delivered must be inspected immediately upon delivery and any defects must be recorded on the proof of delivery document while our delivery team is at the delivery address. Should any defects and/or damage be found, the goods are to be returned with our delivery team.
We cannot be held liable for any missing items following delivery of the purchased goods to the address provided by the customer.
The delivery team will not be permitted to remove any goods which are not designated for removal by prior arrangement with us.
Our delivery crews are instructed to not attempt delivery where damages may occur. Unfortunately, they cannot remove doors or windows, or reconnect electrical equipment.
An adult over the age of 18 must be available to sign and acknowledge receipt of the product — agreeing that the delivery is correct and the goods are in a satisfactory condition.
Overseas deliveries can be arranged and we offer various export options. Please contact us to discuss the available options. Unfortunately, we cannot guarantee delivery to all countries or locations.
Customers are requested to secure any and all pets prior to the delivery of the goods for the delivery team’s safety.
Our delivery team will deliver the item to the room of your choice.
If the item does not fit into the service lift, or if there is no service lift, then they will carry it up 3 stories. If the item must be hoisted up, then you will need to contact us to make special arrangements. See our terms of sale and delivery page for more information.
A customer who wishes to collect the goods personally must make prior arrangements to this effect with the management of the relevant pickup facility. Collection times are Monday to Friday: 10h30-12h00 and 14h00-16h00
No collections on Saturdays, Sundays or public holidays.
Lead time for pickup from our Distribution Centre (DC) is dependent on stock availability.
No goods will leave the relevant facility without payment being made in full for the goods.
No goods will be given to third parties unless the purchase price for the goods has been paid in full. To this extent, proof of payment must be shown upon attendance in order to release the goods, and we may contact the customer to confirm the legitimacy of the third party acting as the duly authorised agent of the customer.
Please inspect the items on collection and make sure that you sign the POD (proof of delivery). If you do not indicate any product defects on the POD, it will be assumed that stock was received in good order and in accordance with product specifications.
The POD is deemed to be proof that the goods were collected in good order and condition by the customer or his/her duly authorised agent, unless the contrary is proven.
We will not be held liable for any damages caused after the goods have been collected by the customer or his/her duly authorised agent.
Please inspect the items on collection and make sure that you sign the POD (proof of delivery). If you do not indicate any product defects on the POD it will be assumed that stock was received in good order and in accordance with product specifications.
If you are not able to receive your order, we cannot store it for you.
You must collect your order or have it delivered within 10 days from the date that it is ready for delivery or collection. If you are unable to do so, we may charge you storage fees of R100 per day (or part thereof).