Frequently Asked Questions
ORDERING
How do I place an order?
Browse our shop, choose your preferred size, colour or fabric where available, and complete checkout online. You can also message us on WhatsApp if you'd like help choosing.
Do I need an account to order?
No, you can check out as a guest. Creating an account is optional and just makes it easier to track future orders.
How will I know that my order was received?
You'll receive an order confirmation once checkout is complete. If you have any questions about your order, contact us via our Contact page or WhatsApp.
DELIVERY, COLLECTION & CUSTOMISATION
How much does delivery cost?
Delivery is R500 nationwide. Full details are on our Delivery & Quality Warranty page.
When do I qualify for free delivery?
Free delivery applies to Gauteng orders over R10,000. Gauteng orders of R10,000 or less, and all orders outside Gauteng, are R500 regardless of value.
How long does delivery take?
Delivery is generally arranged within 1–7 working days, depending on product readiness, manufacturing where applicable, destination and access conditions.
Can I collect my order?
Yes, collections are by appointment only. We'll provide the collection address once your order is ready.
What should I check before delivery?
Please make sure someone is available to receive the item and that access to your home or building can accommodate the furniture's size. If you're unsure, message us on WhatsApp beforehand.
Can furniture be customised?
Yes, customisation is available on selected pieces — colour, fabric and size can often be discussed. See our Furniture Customisation page for more.
How do I request a custom colour, fabric or size?
Customisation enquiries are handled through WhatsApp, where we can confirm availability, pricing and final specifications for your chosen product.
Is customisation available on every product?
No, customisation depends on the specific product. Not every item can be customised — message us on WhatsApp to check a specific piece.
RETURNS, WARRANTY, APPOINTMENTS & CONTACT
What is your returns policy?
Standard (non-customised) items bought online can be cancelled within 7 days after you receive them. Faulty items are covered by our six-month quality warranty from the date of delivery or collection. See our Delivery & Quality Warranty page for full details.
Can I return an item if I change my mind?
Yes. If you bought a standard (non-customised) item online, you may cancel within 7 days after you receive it. You pay only the direct cost of returning it, and we refund the amount you paid within 30 days of the date you cancel. Furniture made or altered to your specifications is excluded from this cooling-off right.
What can I choose if an item is faulty?
If an item has a manufacturing defect within six months of delivery or collection, you may choose a repair, a replacement or a refund, in line with the Consumer Protection Act. We may need to inspect the item to confirm the fault.
Who pays return transport?
You arrange the transport. For a change-of-mind cancellation, you pay the direct cost of returning the item. For a qualifying faulty item, we reimburse your reasonable return-transport cost: send us a copy of the transporter's invoice or receipt showing the amount paid and the date, together with your order number.
What does the six-month quality warranty cover?
Our warranty covers manufacturing defects attributable to Luxury Furniture for six months from the date of delivery or collection. If a covered fault appears, you may choose a repair, a replacement or a refund.
What is not covered by the warranty?
The warranty excludes misuse, accidental damage, negligence, normal wear and tear, environmental damage, incorrect handling, and unauthorised alterations or repairs. Nothing in our policies limits your rights under the Consumer Protection Act — see our Terms & Conditions for details.
How do I return an item or report a fault?
Contact us via WhatsApp or our Contact page with your order number and, for a fault, a description with photos or video. We'll give you the return address and instructions — please don't send or bring items to our office unless we ask you to.
Can I visit the office, showroom or warehouse?
Yes, by appointment only. Our office is at Business Centre, 180 Katherine Street, Sandton, Gauteng, 2148. No retail inventory is kept on site.
What are your operating hours?
We're available Monday–Sunday, 09:00–17:00.