Help & FAQ

frequently asked questions

Refunds

  • How long does my refund take?

    Should you be entitled to a refund for any reason as stated in our Returns Policy, we will process your refund according to your original method of payment and refunds can take up to 7 working days after it has been approved and processed.

  • Returns and Refunds Policy

    Please take note of our returns and refunds policy and feel free to get in touch should you have any questions.

    If you receive your order and you are unhappy with the quality, please contact us within 7 days and we will arrange and immediate exchange or refund. If your item is faulty and is covered by guarantee, we will arrange repair/exchange for you. Should you cancel your order post delivery a refund will only be considered, if goods are in their original condition. Delivery charges will unfortunately not be refunded and a collection fee will be applicable.

    Made to order products have been produced specifically for you, therefore no refunds or exchanges can be made. If there is an error on our part regarding the product specification or if the product is found to be faulty, Fechters will rectify the fault.

    Fechters will at their discretion collect and refund goods that are unsuitable In terms of style or size however a 10% handling / administration fee will be applicable.

  • MY PRODUCT/S HAVE ARRIVED DAMAGED, WHAT MUST I DO?

    At Fechters we would like to make your customer experience as pleasant as possible. It is the Customer’s responsibility to thoroughly inspect all goods upon delivery/collection before signing that the goods have been received.

    You have the right to refuse delivery of any product that is visibly damaged upon delivery. Please stipulate clearly that you have not received the goods with a brief description of the damage on the delivery note. The driver / delivery company will take the product/s back with them and return them to Fechters. Please contact us immediately to report this.

    If damage to a product/s only becomes apparent after delivery, you have 48 hours to report the damage to us. In these instances the return / replacement of the product is at the discretion of Fechters. We will always endeavour to solve problems with damaged items as speedily as possible.

    Please follow the steps and read the terms as set out in our detailed return policy.

  • CAN I TRACK MY ORDER?

    Once we’ve received your order, you will be contacted within 1 to 2 working days to advise when delivery will take place. Please contact us on 087 740 1800 or email us at info@fechters.co.za should you have any queries or concerns.

    Please note with regards to delivery that business days are defined as Mondays to Fridays. This excludes Saturdays, Sundays and public holidays

  • DO YOU SHIP INTERNATIONALLY?

    Sorry! We currently do not deliver across the border or do international deliveries. You can arrange to collect from one of our stores. Please call 087 740 1800 or email us to find out more

  • HOW LONG DOES DELIVERY TAKE?

    For purchases made online at www.fechters.co.za:

    Delivered to your door within 1 – 10 working days after payment is confirmed. Please go to our Delivery page to view all details.

    For purchases made at any Fechters store or Dealer:

    Delivery for in store purchases takes on average 1 to 3 days from purchase provided we have stock and payment is received in full and reflecting in our bank account.

    Due to circumstances beyond our control there may be instances where the delivery time could be effected. The customer will be alerted to any changes. Delivery may take longer during peak periods (November to December).

ORDERS & SHIPPING

  • How do I cancel my order completely?

    If you are in the process of checking out and decide you do not want to complete the order, you can leave the checkout process at any time by using your browser back button, the checkout buttons that return you to the previous step, or clicking on the logo at the top of the page. Please note that we may not be able to cancel an order if it’s already in the shipping process. To speak with a customer service representative and inquire about cancelling or changing an order that’s already been placed, please call Fechters at +27 (0)44 382 7294.

  • How will I know that you've received my order?

    Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly, provided that we have an accurate email address. We’ll send subsequent email(s) when your product ships, including tracking information.

  • How do I ship to an address other than my billing address?

    Shipping to another address that is different from your billing address is easy. Simply enter the desired destination on the shipping information page at checkout.

  • How do I track my order?

    You can track your order 24 hours after it is placed.

  • What does ``Unlimited Flat Rate`` mean?

    Unlimited Flat Rate is the fee structure applied to our Truck Delivery for most orders. Items eligible for Unlimited Flat Rate Delivery will be indicated on the product page.

    With Unlimited Flat Rate Shipping, an unlimited number of eligible furniture and select non- furniture items can be delivered for a single flat rate, per shipping address. Your order will ship when all items in your order are available for delivery.

    Truck Delivery usually includes our Premium White Glove service – items are delivered to your home by appointment to your room of choice — and are then unpacked and fully assembled (installation is not included).

  • How do you calculate shipping + processing charges?

    For Front Door Shipping, shipping and processing charges are based on the merchandise total for each delivery address. If available, next day delivery incurs an additional charge.

    For Truck Delivery, unlimited flat rate shipping and processing charges are based on the distance from our warehouse to the shipping address, as well as order total.

  • What is a Delivery Surcharge?

    Items that are bulky, heavy, or of limited availability may have a delivery surcharge in addition to standard delivery and processing charges. This charge is shown on the product page by the item price and is in addition to regular delivery and processing charges.

  • Can I delay the shipment of my order?

    If you wish to place an order but delay its shipment to a later date, please do so through our Customer Service Center. Call +27 (0)44 382 7294, and one of our sales associates will be happy to assist you.

  • WE DELIVER NATIONWIDE IN SOUTH AFRICA ONLY

    Most orders are dispatched within 24 hours of receiving an order, this is dependent on availability. Delivery can be made same day in the Knysna / Garden Route area. If you are not in the Knysna / Garden Route area, please contact us to get an idea of when you can expect delivery.

    Main Centres

    Main centres are the following cities- Johannesburg, Capetown, Durban and Pretoria

    Outlying Areas

    These are areas just outside of main centres

    Rural/Townships

    We Do Not Deliver to Rural areas

SHOPPING ONLINE

  • CAN I ORDER A PRODUCT ONLINE THAT IS MARKED OUT OF STOCK?

    No, it will not let you shop for an item that is out of stock. If a product is shown as out of stock online, there is a “notify me” option. You can click this and fill in the form. Once stock arrives at our warehouse, you will be notified by email that the item is back in stock and you can shop for it.

  • Are all of your products available online?

    Our entire Fechters furniture collection is represented online. Certain smaller or seasonal items may be available only through our catalogue or select stores.

  • Are the prices the same on your website as in your stores?

    We make every attempt to have consistent pricing throughout our stores, our catalogue, and our website. In the event you find a discrepancy in pricing, please contact us here or call Fechters at 000 000 0000 or send us an email.

  • Why is the price for an item different from when I added it to the shopping cart?

    Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.

  • When I submit credit card information online, is it secure?

    Fechters has sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. However, we cannot guarantee or warrant the security of any information you transmit to or from our website, and you do so at your own risk. To help ensure others will not have access to your credit card information while on our website, we urge you to sign off your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.

GENERAL

  • HOW DO I CARE FOR MY FURNITURE?

    Please click here to view our Furniture Care Guide.

  • DO YOU MANUFACTURE CUSTOM / BESPOKE ITEMS?

    The products, colours and designs that are on our website are what we stock and have available, but we do manufacture or modify future according to customer requests.

  • CAN YOU RESERVE STOCK FOR ME?

    Unfortunately, we do not reserve stock without receiving a 50% deposit payment. If you pay a 50% deposit, we can reserve stock for you and we will keep it in our warehouse for a maximum of 7 working days.

  • DOES YOUR FURNITURE COME FULLY ASSEMBLED OR ARE THEY FLAT PACKED?

    Yes

  • DO YOU DO LAY-BYES?

    Yes, for lay-byes, we require a 15% deposit and up to 6 months to pay the remaining 85%.

    Products may only be delivered / collected once the full purchase price is paid in full and is reflecting in our account.

    Terms & Conditions Apply.

  • CAN I CANCEL MY LAY-BYE AND WHAT ARE THE PENALTIES?

    Yes however, cancellation of lay-bye transactions will carry an administration fee of 10% with a minimum of R70 (Seventy Rand). Storage fees may be charged on lay-byes completed after the 60 day period. Late cancellations of lay-byes will carry an additional 5% penalty for every 30 days overdue.

  • IS THERE A WARRANTY ON PRODUCTS?

    All goods carry a 1 year warranty, unless otherwise specified. Warranties cover factory faults or defects. No damages caused by wear and tear, negligence, abuse, accident or causes unrelated to defective materials or workmanship are covered by the warranty. Warranties apply for domestic use only. Goods used for commercial use are not covered unless specifically stated on the invoice. Shop-soiled goods are sold voetstoots. Please make sure to read out detailed Returns Policy for more information on warranties.

DELIVERY

  • DO YOU CHARGE FOR DELIVERY?

    For purchases made at our Fechters store:

    Please contact the store and we will advise the delivery fee applicable to your area.

  • HOW MUCH DOES DELIVERY COST?

    For purchases made online at Fechters:

    Due to the nature and size of our products, a delivery cost has to be involved and we have calculated long and hard to bring you the most affordable delivery rates possible.

    For purchases made at any Fechters store:

    Please contact our store and we will advise the delivery fee applicable to your area.

  • WHAT ARE THE DELIVERY OPTIONS?

    For purchases made online at Fechters:

    We deliver directly to your home or office anywhere in South Africa. We make use of delivery drivers and a national delivery company. The delivery fees will depend on your location. Our checkout functionality will calculate the cost of delivery for you once you have confirmed your order and address.

    For purchases made at any Fechters store:

    You can shop and take your goods home with you provided we have stock available and payment is made in full. The delivery fees will depend on your location.

    We offer a delivery service

    We are responsible for the goods while they are in transit, and any damages will be at our expense.

    Your goods will be unwrapped and placed in position in your home by our professional and trained delivery staff.

    Collection

    If you do not wish to make use of our delivery service, you can arrange to collect your order from our warehouse in Knysna.

    Access Guidelines

    To help us get your furniture into its new home, please ensure that the items you have purchased will fit through any entrances and hallways and that they will be suitable for the space where they will be placed. We will provide you with the measurements of your purchase to help you do your home and obstruction measurements to ensure it will definitely fit. It is important that you do this because should it not, a 10% cancellation fee may be charged and any delivery and Coriguard costs are non-refundable. Deliveries will only be made where there is reasonable access to the premises. It is the customer’s responsibility to ensure that items can easily pass through doors, up staircases etc. and that the old furniture and any breakables are removed from the space where goods are to be delivered. No furniture will be hoisted up onto balconies or through windows. If the customer requests that these terms be ignored, Fechters will not be held liable for any damage to goods or property.

    We want to help you with a successful delivery, so we also offer a hoisting service for customers living in a flat or with doorways / hallways that cannot be navigated with large furniture. Please note that there is an additional charge for a hoisting service and this fee will be added to your order.

    Ensure your furniture will fit. Find out how to measure for delivery.

PAYMENTS

  • DO YOU HAVE CREDIT OPTIONS AVAILABLE?

    We do offer credit options – click here to view the options.

  • WHAT ARE Fechters’s BANK DETAILS?

    Bank: Nedbank
    Account Number: 1232149691
    Branch Code: 198765
    Account Name: Furniture Force (Pty) Ltd

    Please ALWAYS Use your ORDER NUMBER as the reference number for your payment.

  • WHAT ARE THE PAYMENT OPTIONS AVAILABLE FOR IN STORE PURCHASES?

    For purchases made in any Fechters store, we accept payment by:

    Cash

    Credit Cards / Debit Cards / Cheque Cards.

    Direct Bank Deposit or Electronic Funds Transfer (EFT)

    Cheque – (Not recommended)

    Cash on delivery is not accepted all payment must be made in full and reflecting in our bank account prior to delivery / collection.

  • WHAT ARE THE PAYMENT OPTIONS AVAILABLE FOR ONLINE PURCHASES?

    For purchases made online at decofurnsa.co.za, we accept payment by:

    Credit Cards / Debit Cards / Cheque Cards

    Direct Bank Deposit or Electronic Funds Transfer (EFT)

    Cash on delivery is not accepted all payment must be made in full and reflecting in our bank account prior to delivery / collection.

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