WOODBUILT FURNITURE – FREQUENTLY ASKED QUESTIONS

Welcome to the Woodbuilt Furniture FAQ page. Here you’ll find answers to some of the most common questions about our furniture, ordering process, payments, delivery, returns, refunds, warranties and product care.

If you cannot find the answer you are looking for, please contact our customer service team using the official contact details displayed on our website.

1. What is Woodbuilt Furniture?

Woodbuilt Furniture is a South African furniture retailer offering a carefully selected range of furniture for different areas of the home.

Our collection includes products for living rooms, dining rooms, bedrooms, nurseries, children’s rooms, outdoor spaces and other areas of the home.

Product materials, dimensions, colours, finishes and other important specifications are displayed on the applicable product pages wherever relevant.

2. Does Woodbuilt Furniture deliver throughout South Africa?

Yes. Woodbuilt Furniture delivers nationwide throughout South Africa.

Delivery availability and scheduling may vary depending on your province, town, delivery route, product size and other logistical requirements.

3. Who delivers my Woodbuilt Furniture order?

Our standard furniture deliveries are completed through our in-house Woodbuilt Furniture delivery service using our own Woodbuilt Furniture trucks.

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

4. How long does delivery take?

Our standard delivery timeframe is 1–14 working days after the applicable handling period has been completed.

The exact delivery time within this range may depend on your location, route scheduling, product availability, order size and other logistical factors.

Working days are Monday to Friday and exclude Saturdays, Sundays and South African public holidays.

5. What is your handling time?

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

During this period, your order may undergo payment confirmation where applicable, order verification, stock allocation, warehouse preparation, quality checks, packaging and preparation for dispatch.

The handling period is separate from the delivery period.

6. Does the 1–14 working day delivery period include handling time?

No.

Our standard timeframes are:

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

The delivery period begins once your order has completed the applicable handling and preparation process and is ready for dispatch.

7. Do you deliver on Saturdays?

No. Our standard delivery service does not operate on Saturdays.

8. Do you deliver on Sundays?

No. Woodbuilt Furniture does not deliver on Sundays.

9. Do you deliver on public holidays?

No. We do not deliver on South African public holidays.

Our standard delivery working days are Monday to Friday, excluding public holidays.

10. How will I know when my order is being delivered?

Once your order is ready and a delivery route has been scheduled, Woodbuilt Furniture will communicate the relevant delivery arrangements with you.

Please ensure that the telephone number, email address and delivery address provided with your order are correct.

11. Can I choose an exact delivery date?

Delivery is scheduled according to our available delivery routes and order fulfilment schedule.

Where possible, our team will communicate delivery arrangements with you. Unless Woodbuilt Furniture has expressly confirmed a particular delivery date, delivery dates should be regarded as estimates.

12. What happens if my delivery is delayed?

While we take reasonable steps to deliver orders within our published timeframes, circumstances such as severe weather, road disruptions, route changes, unusually high order volumes or other circumstances reasonably outside our control may occasionally cause delays.

Where a material delay affects your order, we will take reasonable steps to communicate with you.

13. How much does delivery cost?

Delivery charges may vary depending on factors such as your delivery location, distance, order size, product dimensions, weight, quantity and access requirements.

The applicable delivery charge will be communicated or displayed before you complete the relevant purchase.

We do not intentionally add undisclosed mandatory delivery charges after an order has been completed.

14. What should I check before ordering large furniture?

Before purchasing large furniture, please measure your available space as well as the access route into your property.

Check:

Doorways
Gates
Passages
Staircases
Elevators
Corners
Ceiling height where relevant
The final room or placement area

Product dimensions are provided on our product pages wherever applicable.

It is the customer’s responsibility to ensure that the selected furniture can reasonably fit into the intended space and through the available access points.

15. What happens if my furniture cannot fit through my doorway or access area?

Customers are encouraged to measure all access points before ordering.

If delivery cannot reasonably be completed because the furniture cannot fit through an access point that was not disclosed beforehand, additional arrangements or redelivery charges may apply where legally permissible and communicated to the customer.

Please contact us before ordering if you are uncertain about access for a large item.

16. Do you assemble furniture?

Certain products may require assembly.

Where assembly is included with a particular product or delivery service, this will be communicated to you.

Where a product is supplied for customer assembly, the supplied assembly instructions should be followed carefully.

17. How do I place an order?

Products available for online purchase can be ordered through the Woodbuilt Furniture website.

Select the product, choose the available size, colour, finish or other options where applicable, add it to your cart and proceed through checkout.

Please carefully review your product selection and delivery details before completing your order.

18. What currency are your prices displayed in?

Unless specifically stated otherwise, all prices on the Woodbuilt Furniture website are displayed in South African Rand (ZAR).

19. Are the prices displayed online accurate?

Woodbuilt Furniture takes reasonable steps to ensure that product prices displayed on our website are accurate and current.

If an obvious technical, typographical or pricing error occurs, we will contact the affected customer and deal with the matter in accordance with our Terms & Conditions and applicable South African consumer law.

20. What payment methods does Woodbuilt Furniture accept?

The payment methods currently available will be displayed during checkout, quotation or invoicing, as applicable.

Customers should only make payments using the official payment instructions provided by Woodbuilt Furniture.

21. Is proof of payment the same as cleared payment?

Not necessarily.

Where payment is made by EFT, a proof of payment can help us identify the transaction, but the order may remain pending until cleared funds reflect in the official Woodbuilt Furniture bank account.

Bank processing times can vary.

22. How do I know that I am paying the correct Woodbuilt Furniture account?

Only use payment information supplied through official Woodbuilt Furniture channels.

If you receive unexpected or suspicious banking details or a request to change banking details, contact Woodbuilt Furniture through the official contact information displayed on our website before making payment.

Never send your banking password or PIN to Woodbuilt Furniture.

23. Can I change my order after placing it?

Please contact us as soon as possible if you need to request a change.

Whether a change can be made will depend on the status of the order, whether preparation or production has started, whether the product has been dispatched and whether the product is made-to-order or customised.

We cannot guarantee that changes will be possible once an order has entered production or dispatch.

24. Can I cancel my order?

You may contact Woodbuilt Furniture to request cancellation.

Cancellation rights and any legally permissible charges depend on the circumstances of the order, including whether processing, manufacturing or dispatch has started and whether the product was made-to-order or customised.

Any cancellation will be handled in accordance with our Terms & Conditions, Returns & Refund Policy and applicable South African consumer law.

25. What is Woodbuilt Furniture’s return period?

For eligible change-of-mind returns, customers should submit a return request within 7 calendar days after delivery.

Return eligibility is subject to our Returns & Refund Policy and applicable South African law.

Defective, damaged, unsafe or incorrectly supplied products may be subject to different statutory rights and should be reported to us as soon as reasonably possible.

26. Does every product qualify for a change-of-mind return?

Not necessarily.

Return eligibility can depend on the product, its condition, whether it has been used, whether it was customised or made-to-order and the circumstances of the purchase.

Please refer to our Returns & Refund Policy for the complete eligibility requirements.

Nothing in our change-of-mind policy removes statutory rights relating to defective, unsafe or incorrectly supplied goods.

27. How do I request a return?

Contact Woodbuilt Furniture through our official customer service channels and provide your:

Full name
Order or invoice number
Product name
Reason for the return
Relevant photographs where reasonably required

Our team will review the request and provide the applicable next steps.

Please do not send or transport furniture to an address without first receiving return instructions from Woodbuilt Furniture.

28. How long does a refund take?

Once a refund has been approved and all applicable return or assessment requirements have been completed, Woodbuilt Furniture processes approved refunds within 1–7 working days.

Working days are Monday to Friday and exclude Saturdays, Sundays and South African public holidays.

Your bank or payment provider may require additional time for the funds to reflect after we have processed the refund.

29. Does Woodbuilt Furniture offer a warranty?

Yes.

Woodbuilt Furniture provides a 24-month commercial warranty on qualifying products purchased directly from Woodbuilt Furniture.

The 24-month warranty begins on the date the product is delivered to the customer.

30. What does the 24-month warranty cover?

Subject to the terms of our Warranty Policy and reasonable assessment, the warranty covers qualifying defects in manufacturing, materials and workmanship occurring during normal and reasonable use.

Examples may include qualifying structural, frame, construction, joint, hardware or component defects attributable to manufacturing.

31. What isn’t normally covered by the warranty?

Our commercial warranty does not ordinarily cover damage caused by matters unrelated to a manufacturing, material or workmanship defect, such as reasonable normal wear and tear, accidental damage, misuse, pet damage, unsuitable cleaning products, excessive moisture, excessive heat or unauthorised modifications.

Each warranty claim is assessed according to the circumstances.

Please read our 24-Month Warranty Policy for complete information.

32. Does incorrect care automatically cancel my entire warranty?

No.

Failure to follow a care instruction does not automatically cancel the entire Woodbuilt Furniture warranty.

A commercial warranty claim may be affected where incorrect care, misuse, unsuitable cleaning, incorrect assembly or another excluded cause reasonably caused or materially contributed to the particular damage being claimed.

33. How do I submit a warranty claim?

Contact Woodbuilt Furniture and provide your:

Full name
Order or invoice number
Product name
Description of the problem
Clear photographs of the affected area
Video where reasonably necessary to demonstrate a functional problem

Additional information or inspection may be required depending on the nature of the claim.

34. What happens if my furniture arrives damaged?

Please inspect your furniture as soon as reasonably possible after delivery.

If you identify visible delivery damage, an incorrect product or missing components, contact Woodbuilt Furniture as soon as reasonably possible.

Photographs can help our team assess and resolve the matter efficiently.

Delivery damage caused while the product is under Woodbuilt Furniture’s control will not simply be treated as customer damage.

35. What happens if I receive the wrong product?

Please contact Woodbuilt Furniture as soon as reasonably possible if the product delivered materially differs from what you ordered.

Provide your order number and photographs of the product received where possible.

Our team will investigate and provide the appropriate resolution in accordance with our policies and applicable South African consumer law.

36. Are natural variations in wood considered defects?

Not automatically.

Natural timber can vary in:

Grain
Knots
Colour
Texture
Markings
Pattern

These variations are part of the natural character of timber.

However, genuine structural, manufacturing or material defects can still be reported and assessed under our Warranty Policy.

37. Will my furniture look exactly the same colour as it does on my screen?

We take reasonable steps to represent our products accurately, but colours may appear slightly different depending on photography, lighting and your device or screen settings.

Natural materials such as timber and leather can also contain reasonable colour and texture variations.

Where a particular colour or finish is especially important to your purchase, please contact us before ordering.

38. Are decorative items shown in product photographs included?

Only where specifically stated in the product description.

Decorative accessories, mattresses, cushions, bedding, rugs, plants, lamps or other styling items appearing in product photographs may be used for presentation purposes and may not be included with the furniture.

Always check the individual product description to see exactly what is included.

39. Is a mattress included with a bed?

This depends on the individual product.

Some Woodbuilt Furniture beds may include a mattress while others may be sold as the bed frame only.

The applicable product page will state whether a mattress is included.

If you are unsure, please contact us before placing your order.

40. Do you sell children’s and nursery furniture?

Yes. Woodbuilt Furniture offers selected furniture for children’s rooms and nurseries.

Customers should always follow the supplied assembly, safety, age, mattress-size and product-use instructions applicable to children’s and baby furniture.

41. Do you sell outdoor furniture?

Where a product is specifically listed as suitable for outdoor use, it may be used outdoors subject to the applicable care instructions.

Indoor furniture should not be used outdoors unless the product page specifically states that it is suitable for outdoor use.

42. How should I care for my furniture?

Care requirements depend on the product and material.

As general guidance:

Clean spills promptly.
Avoid harsh or unsuitable chemicals.
Protect indoor furniture from excessive moisture.
Avoid excessive heat.
Protect applicable materials from prolonged intense direct sunlight.
Lift furniture rather than dragging it.
Use coasters and placemats on appropriate surfaces.
Follow product-specific cleaning instructions.

Please see our full Care & Maintenance Guidelines for wood, upholstery, leather, bouclé, velvet, rattan, paper cord, metal, glass, stone, mattresses and other materials.

43. Can I use household cleaning chemicals on my furniture?

Not all household cleaners are suitable for furniture.

Some chemicals, bleach, solvents and abrasive products can permanently damage timber finishes, upholstery, leather, metal or other materials.

Always use a cleaner suitable for the specific material and follow the product-specific care instructions.

44. Can I move furniture by dragging it?

We recommend lifting furniture rather than dragging it wherever reasonably possible.

Dragging heavy furniture can damage the furniture, legs, joints or flooring.

Large and heavy furniture should be moved with sufficient assistance.

45. What happens if a product becomes unavailable after I order?

If an ordered product becomes unavailable and we cannot fulfil the accepted order, Woodbuilt Furniture will contact you and provide the remedies required under applicable law.

We may offer a suitable alternative where appropriate, but you will not be required to accept a substitute product.

46. Do you sell made-to-order or customised furniture?

Certain products may offer custom or made-to-order options.

These can include selections such as size, timber, finish, fabric, leather, colour or configuration.

Any applicable production timeframe or special conditions should be disclosed before or at the time of purchase.

Because customised products are produced according to the customer’s selections, customers should carefully check all specifications before confirming the order.

47. Can customised furniture be returned?

Change-of-mind return rights for customised or made-to-order furniture may differ from standard products.

However, being customised does not remove statutory rights relating to goods that are defective, unsafe or incorrectly manufactured or supplied.

Please refer to our Returns & Refund Policy for the complete terms.

48. Are my personal details safe with Woodbuilt Furniture?

Woodbuilt Furniture takes reasonable measures to protect personal information and processes customer information in accordance with applicable South African privacy legislation, including POPIA.

Please read our Privacy Policy for detailed information about the personal information we collect, why we process it, how it may be shared and your privacy rights.

49. Does Woodbuilt Furniture sell my personal information?

No. Woodbuilt Furniture does not intentionally sell customer personal information as a product or commodity.

Information may be shared with legitimate service providers where reasonably necessary to operate our business, process payments, maintain our website or fulfil customer services, subject to applicable privacy requirements.

50. Which laws apply to purchases from Woodbuilt Furniture?

Woodbuilt Furniture operates subject to applicable laws of the Republic of South Africa, including, where applicable, the:

Consumer Protection Act 68 of 2008 (CPA)
Electronic Communications and Transactions Act 25 of 2002 (ECTA)
Protection of Personal Information Act 4 of 2013 (POPIA)

Our policies are intended to operate together with, and not unlawfully remove, statutory consumer rights.

51. Where can I read Woodbuilt Furniture’s policies?

Our important customer policies should be available directly on the Woodbuilt Furniture website, including our:

Terms & Conditions
Shipping & Delivery Policy
Returns & Refund Policy
24-Month Warranty Policy
Privacy Policy
Care & Maintenance Guidelines

We recommend reviewing the applicable policies before placing an order.

52. How can I contact Woodbuilt Furniture?

You can contact Woodbuilt Furniture using the official contact information displayed on our Contact Us page.

For questions about an existing order, please have your order or invoice number available so our team can assist you efficiently.

You can contact us regarding product enquiries, orders, payments, delivery, returns, refunds, warranty claims or general customer service.

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