SHIPPING & DELIVERY POLICY

At Woodbuilt Furniture, we are committed to providing a clear, reliable and transparent delivery service to customers throughout South Africa. This Shipping & Delivery Policy explains our order handling times, delivery timeframes, delivery areas, delivery charges and what customers can expect when receiving an order.

This policy should be read together with our Terms & Conditions, Returns & Refund Policy and other applicable Woodbuilt Furniture policies.

1. Delivery Coverage

Woodbuilt Furniture provides nationwide delivery throughout South Africa.

We deliver to residential and business addresses across all nine provinces of South Africa, subject to reasonable road access and our scheduled delivery routes.

Certain remote or difficult-to-access areas may require additional delivery arrangements. Where this applies, the customer will be informed before any additional delivery charge is accepted.

2. Our In-House Delivery Service

Woodbuilt Furniture operates its own in-house furniture delivery service.

Our standard furniture deliveries are completed using Woodbuilt Furniture delivery trucks and our own delivery team rather than representing an external courier as our standard furniture delivery provider.

This allows us to manage the handling and transportation of our furniture from dispatch through to delivery.

3. Handling Time: 0–5 Working Days

Our standard handling and order-processing time is 0–5 working days.

Handling time begins once an order is accepted and any required payment has been confirmed.

During this period, Woodbuilt Furniture may:

• confirm and verify the order;
• allocate available stock;
• prepare the product for dispatch;
• perform applicable quality checks;
• package and protect the furniture for transportation; and
• schedule the order onto an appropriate Woodbuilt delivery route.

Handling time is calculated using working days only.

4. Delivery Time: 1–14 Working Days

Once the applicable handling process has been completed and the order is ready for dispatch, our standard delivery timeframe is 1–14 working days.

The delivery timeframe may depend on the customer’s province, town or delivery area, delivery-route scheduling, order size, product availability and reasonable access requirements.

The 1–14 working day delivery period is separate from the 0–5 working day handling period.

Customers should therefore allow for:

Handling: 0–5 working days
Delivery: 1–14 working days after handling

Where the maximum periods apply, an order may therefore take up to 19 working days from order processing to delivery, unless a different production or delivery timeframe was clearly disclosed for the particular product before purchase.

5. Working Days

For purposes of handling and delivery, Woodbuilt Furniture’s working days are:

Monday to Friday

Woodbuilt Furniture does not process standard handling or make standard deliveries on:

• Saturdays;
• Sundays; or
• South African public holidays.

Saturdays, Sundays and South African public holidays are therefore not counted when calculating the 0–5 working day handling period or 1–14 working day delivery period.

6. Delivery Scheduling

Woodbuilt Furniture operates scheduled delivery routes throughout South Africa.

Once an order is ready and allocated to a delivery route, we will take reasonable steps to communicate the delivery arrangements to the customer using the contact information provided with the order.

Customers must ensure that their telephone number, email address and delivery address are accurate.

Delivery dates may vary depending on the customer’s location and the availability of the relevant Woodbuilt delivery route.

7. Delivery Charges

Delivery charges may vary depending on factors such as:

• delivery location;
• distance;
• product size and weight;
• quantity of furniture;
• order size;
• access requirements; and
• any special delivery requirements disclosed before delivery.

The applicable delivery charge will be communicated or displayed to the customer before the customer completes and pays for the order, where applicable.

Woodbuilt Furniture will not intentionally introduce undisclosed mandatory delivery charges after a customer has completed a purchase.

Where a delivery quotation is required for a particular location or order, the applicable delivery amount will be communicated to the customer before the customer accepts and pays the quoted delivery charge.

8. No Weekend or Public Holiday Deliveries

Woodbuilt Furniture does not offer standard deliveries on Saturdays, Sundays or South African public holidays.

If a delivery period crosses a weekend or public holiday, those days will not count toward the stated working-day delivery period.

9. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

The delivery information should include, where applicable:

• street address;
• suburb;
• city or town;
• province;
• postal code;
• recipient’s name; and
• valid contact number.

Customers should notify Woodbuilt Furniture as soon as possible if an address needs to be corrected.

An address change requested after an order has been dispatched or scheduled may affect the delivery date or delivery charge where the new address materially changes the delivery requirements.

10. Access to the Property

Customers are responsible for ensuring that the delivery location is reasonably accessible to our delivery team and delivery vehicle.

Before ordering large furniture, customers should measure:

• entrance doors;
• gates;
• passages;
• staircases;
• elevators;
• corridors; and
• the intended room or placement area.

Customers should also advise us in advance of unusual access conditions that may affect delivery.

This may include restricted vehicle access, narrow staircases, apartment access restrictions or other circumstances requiring special arrangements.

Any additional charge for special delivery arrangements will be communicated and agreed upon before that additional service is performed.

11. Receiving Your Order

The customer or an authorised person should be available at the delivery address to receive the order.

Where reasonably possible, customers should inspect their furniture when it is delivered and confirm:

• the correct product has been delivered;
• the correct quantity has been received;
• there is no obvious transportation damage; and
• all obvious components are present.

Signing a delivery note confirms receipt of the goods but does not remove or waive the customer’s statutory rights under applicable South African consumer law.

12. Damaged Products on Delivery

Woodbuilt Furniture takes reasonable care when handling and transporting furniture.

If a product arrives visibly damaged, customers should notify our delivery team where reasonably possible and contact Woodbuilt Furniture as soon as reasonably possible.

Customers may be requested to provide:

• order or invoice number;
• photographs of the damage;
• photographs of the packaging where relevant; and
• a description of the problem.

We will assess the matter in accordance with our Returns & Refund Policy, Warranty Policy and applicable South African consumer law.

13. Incorrect or Missing Products

If an incorrect product is delivered or an item is missing from the order, please contact Woodbuilt Furniture as soon as reasonably possible.

We will investigate the order and arrange an appropriate resolution in accordance with the circumstances and applicable law.

Customers will not be charged for correcting a delivery error caused by Woodbuilt Furniture.

14. Failed Delivery

If our delivery team arrives at the confirmed delivery address and delivery cannot reasonably be completed because:

• nobody is available to receive the order;
• an incorrect or incomplete address was supplied;
• reasonable access to the property cannot be obtained;
• undisclosed access restrictions prevent delivery; or
• the customer is unavailable after a confirmed delivery arrangement,

the order may need to be returned and rescheduled.

A reasonable redelivery charge may apply where the failed delivery resulted from circumstances attributable to the customer.

Any applicable redelivery charge will be communicated before redelivery is arranged.

No additional redelivery charge will apply where the failed delivery was caused by Woodbuilt Furniture.

15. Delivery Delays

Although we aim to deliver within our stated 1–14 working day delivery period, circumstances outside our reasonable control may occasionally affect delivery.

These may include severe weather, road closures, transport disruptions, civil unrest, infrastructure failures, government restrictions or other extraordinary circumstances.

Where a material delay affects an order, Woodbuilt Furniture will take reasonable steps to inform the customer and provide updated delivery information where available.

Nothing in this section removes any statutory rights a customer may have under South African consumer law.

16. Made-to-Order and Custom Furniture

Certain products may be made to order, customised, upholstered or manufactured according to a customer’s selected specifications.

Where a product has a manufacturing or production lead time that differs from our standard handling period, the applicable timeframe will be disclosed to the customer before or at the time of purchase.

The applicable delivery period will begin once the product has completed production, preparation and is ready for dispatch, unless otherwise expressly stated.

17. Product Availability

Products are subject to availability.

Woodbuilt Furniture does not intentionally advertise products that it knows it cannot supply.

If an ordered product becomes unavailable after an order has been placed, we will contact the customer as soon as reasonably possible and provide the options available in accordance with our Terms & Conditions and applicable South African consumer law.

The customer will not be required to accept a substitute product.

18. Delivery Estimates

Any delivery date provided before final scheduling should be regarded as an estimated delivery date unless Woodbuilt Furniture has expressly confirmed a specific date in writing.

Our standard commitment remains:

Handling: 0–5 working days
Delivery: 1–14 working days after handling
Delivery days: Monday–Friday only
No Saturday, Sunday or South African public holiday deliveries

19. Customer Communication

Customers should ensure that the contact details supplied when ordering remain active until delivery has been completed.

Woodbuilt Furniture may use the customer’s telephone number, email address or other authorised contact method to communicate information relating to:

• order processing;
• delivery scheduling;
• delivery updates;
• access requirements; and
• delivery-related problems.

Personal information will be processed in accordance with our Privacy Policy and applicable South African privacy legislation.

20. Returns Following Delivery

This Shipping & Delivery Policy governs the delivery of orders.

Returns, exchanges, cancellations and refunds are governed by the separate Woodbuilt Furniture Returns & Refund Policy and applicable South African consumer law.

Customers should refer to that policy for information regarding return eligibility, return periods, collection procedures, return costs, damaged or defective products and refund processing.

21. South African Consumer Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or waive any right that a customer may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African legislation.

Where this policy conflicts with a mandatory statutory consumer right, the applicable legislation will prevail.

22. Contact Woodbuilt Furniture

Customers who require assistance with an order or delivery may contact Woodbuilt Furniture using the official contact details displayed on our website.

When contacting us about an existing order, please provide your order or invoice number so that our team can assist you efficiently.

23. Policy Updates

Woodbuilt Furniture may update this Shipping & Delivery Policy when necessary to reflect changes to our operations, delivery network, legislation or services.

The latest version will be published on the Woodbuilt Furniture website.

Changes will not retrospectively remove rights already available to customers under an existing transaction or applicable South African law.

Woodbuilt Furniture is committed to transparent, reliable and responsible nationwide furniture delivery throughout South Africa.