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FAQs

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ALL

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.

HOW DO I CANCEL MY ORDER?

You can email us on info@decofurnsa.co.za or you can call our National Hotline on 087 740 1800 within 7 working days of receiving your order and we can advise the options available to you. Please make sure to read out detailed Returns Policy.

CAN I CANCEL MY ORDER?

If the order has not yet been processed, it can simply be cancelled. Please call our National Hotline on 087 740 1800 and we can assist you.

If the order has already been delivered to you, you may cancel your order, within 7 days of the goods having been delivered to you.

I FORGOT MY PASSWORD

If you have forgotten your password, simply click on the “Lost password” link on the login page. We will then e-mail you a link where you can reset a new password.

I HAVE A QUERY REGARDING AN ONLINE PURCHASE:

You can email us on info@decofurnsa.co.za or you can call our National Hotline on 087 740 1800. If it’s regarding an order, please have your invoice number / order number ready.

I HAVE A QUERY FOR A PURCHASE IN ONE OF YOUR STORES?

Please contact your nearest store and they can assist you. Store details can be found on our Contact Us page. If it’s regarding an order, please have your invoice number / order number ready.

I WANT TO KNOW ABOUT STOCK AVAILABILITY AT A PARTICULAR STORE:

Please contact your nearest store and they can advise stock availability. Store details can be found on our Contact Us page

WHERE IS DECOFURN’S HEAD OFFICE AND HOW DO I CONTACT THEM?

Our head office is in Montague Business Park, Montague Gardens, Cape Town.

You can email us on info@decofurnsa.co.za or you can call our National Hotline on 087 740 1800.

WHAT ARE YOUR CALL CENTRE HOURS?

Call Centre Hours:

Monday – Friday: 9am – 5pm

Saturday: 9am – 2pm

Sunday & Public Holidays: 9am-1pm

HOW DO I CONTACT YOU?

Please view all store contact details on our Contact Us page.

You can email us on info@decofurnsa.co.za or you can call our National Hotline on 087 740 1800.

WHEN ARE YOUR STORES OPEN? ARE YOU OPEN ON PUBLIC HOLIDAYS?

Please view all store operating hours on our Contact Us page.

We will always update the contact us page with details about opening hours on Public Holidays. Our adverts and communication will also always have Public Holiday opening hours.

CAN I HAVE DIRECTIONS TO YOUR STORES?

Please click here to download a map to your nearest store.

WHERE IS MY NEAREST DECOFURN STORE?

Please find all store details and operating hours on our Contact Us or Store Locator page

DO YOU HAVE RETAIL SHOPS I CAN GO TO?

Of course we do. Please find all store details on our Contact Us page

HOW CAN I APPLY FOR AN ACCOUNT AT DECOFURN?

You cannot open an account at Decofurn yet.

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

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.

WHAT ARE THE CREDIT OPTIONS AVAILABLE TO ME FOR IN STORE PURCHASES?

There are currently 2 credit options available for purchases made at any Decofurn store:

  • Lay-Byes: We require a 15% deposit and up to 6 months to pay the remaining 85%. Terms & Conditions apply
  • RCS: ou can use your RCS card in any Decofurn store or you can apply for an RCS card in any of our stores. Terms & Conditions apply

Please click here to see more information on our credit options.

WHAT ARE THE CREDIT OPTIONS AVAILABLE TO ME FOR ONLINE PURCHASES?

Currently you can apply for a Mobicred credit account to pay for your online purchases.

For more information about Mobicred click here.

HOW ARE MY PRODUCTS DELIVERED?

SOME PRODUCTS ARE DELIVERED UNASSEMBLED.

Assembly instructions for these products are provided.

For purchases made at any Decofurn store, unassembled goods may be assembled by our drivers for a nominal fee – please advise whether you require assembly before delivery takes place. Please call your nearest branch and they can advise assembly fees.

CAN I PAY NOW AND COLLECT LATER?

We will only keep goods that have been paid for, for 7 working days. Goods not collected within 7 working days, could attract additional charges.

CAN I COLLECT MY PRODUCTS?

Certain online orders can be collected.  Please see our Decollect FAQ for futher information.

For purchases made at any Decofurn store, you may collect your products from our shop once payment has been settled in full. Goods must be collected within 7 working days.

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@decofurnsa.co.za should you have any queries or concerns.

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

DO I NEED TO BE HOME TO SIGN FOR MY DELIVERY?

Yes, we require that the delivery document be signed by the customer or any authorised representative or employee of the Customer, once goods have been delivered and inspected, to indicate that each item has been received in good order. Decofurn cannot be held liable for any damages that aren’t marked clearly on the delivery note.

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 decofurnsa.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 Decofurn store:

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).

HOW MUCH DOES DELIVERY COST?

For purchases made online at decofurnsa.co.za:

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. Please click here and enter your postal code in the box provided. The rate applicable to your area will be advised when you click the “calculate delivery rate” button. Please go to our Delivery page to view all details.

For purchases made at any Decofurn store:

Please contact your nearest store and they will advise the delivery fee applicable to your area. Store locations and contact details here.

WHERE DO YOU DELIVER TO?

We deliver anywhere in South Africa.

WHAT ARE THE DELIVERY OPTIONS?

For purchases made online at decofurnsa.co.za:

We deliver directly to your home or office anywhere in South Africa. We make use of delivery drivers and a national delivery company.

Online orders can be collected at our Decollect Collection Points.  Please see our Decollect FAQ for further information.

For purchases made at any Decofurn store:

  • You can shop and take your goods home with you provided we have stock available and payment is made in full
  • We offer a delivery service
  • You can collect from any of our stores

Please go to our Delivery page to view all details.

IMPORTANT TO NOTE:

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, Decofurn will not be held liable for any damage to goods or property.

I HAVE FEEDBACK / SUGGESTION / CONCERNS / COMPLAINT

We’d love to hear from you – you can call us on 087 740 1800 or email us at info@decofurnsa.co.za

HOW DO I USE A PROMOTIONAL CODE?

At checkout, enter your code at the top where the message is displayed.

Alternatively, follow our easy step by step how to guide here.

HOW DO I USE A GIFT VOUCHER?

To use a gift voucher, you will need your unique gift voucher code received when you purchased the gift voucher.

When you have finished shopping for what you would like to buy, during checkout it says “Have a Coupon? Click here to enter your code” – this is where you will enter your voucher code and the amount of the voucher will be deducted off your total cart amount. Follow our easy step by step how to guide here.

CAN I USE A GIFT VOUCHER PURCHASED ONLINE IN STORE?

No, unfortunately not. Online gift vouchers are only valid for purchases made online at decofurnsa.co.za

DO YOU CHARGE FOR DELIVERY?

For purchases made online at decofurnsa.co.za: 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. Please click here and enter your postal code in the box provided. The rate applicable to your area will be advised when you click the “calculate delivery rate” button.

For purchases made at any Decofurn store:

Please contact your nearest store and they will advise the delivery fee applicable to your area. Store locations and contact details here.

IS IT SAFE TO BUY ONLINE?

Decofurn online shopping is 100% safe and secure. We subscribe to the highest security and encryption standards, ensuring our customers can shop with peace of mind. We do not store your card details so your confidential information cannot be accessed by anyone who is unauthorized to do so.

All credit card transactions are secured by Thawte Secure Socket Layers (SSL) encrypted. All online credit card payments are processed by the MyGate Internet Payment Gateway.  Card Holders may go to www.mygate.co.za to view MyGate’s security policies.

WHAT IS THE DIFFERENCE BETWEEN BILLING ADDRESS AND SHIPPING ADDRESS?

A billing Address is the name and address that will appear on the invoice. The shipping address is the actual address we will deliver your order to. These can be different addresses or it can be the same. You will have the opportunity to select the address you wish to ship your order to when checking out.

IS THERE A MINIMUM ORDER VALUE TO BUY ONLINE?

No, there is no minimum order value.

DO I NEED TO REGISTER TO BUY ONLINE?

Yes you do. We need your email address and a password. It’s very quick. Click here to register

I WANT TO RECEIVE YOUR WEEKLY SPECIALS BY SMS

Please email us at info@decofurnsa.co.za with your Cellphone Number and nearest store and we will add you to our database.

HOW DO I SIGN UP?

You can sign up to our mailing list to receive exclusive monthly emails about promotions, specials and more! Scroll to the bottom of our homepage and enter your email address.

DO YOU HAVE CREDIT OPTIONS AVAILABLE?

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

WHAT ARE DECOFURN’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.

IS IT SAFE TO BUY ONLINE?

Decofurn online shopping is 100% safe and secure. We subscribe to the highest security and encryption standards, ensuring our customers can shop with peace of mind. We do not store your card details so your confidential information cannot be accessed by anyone who is unauthorized to do so.

All credit card transactions are secured by Thawte Secure Socket Layers (SSL) encrypted. All online credit card payments are processed by the MyGate Internet Payment Gateway.  Card Holders may go to www.mygate.co.za to view MyGate’s security policies.

CAN I PAY COD (CASH ON DELIVERY)?

No unfortunately not. Payment must be made in full and reflecting in our account before delivery takes place.

WHAT ARE THE PAYMENT OPTIONS AVAILABLE FOR IN STORE PURCHASES?

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

  • Cash
  • Credit Cards / Debit Cards / Cheque Cards. American Express & Diners Club accepted
  • Instant EFT payment by i-Pay
  • Direct Bank Deposit or Electronic Funds Transfer (EFT)
  • Cheque
  • We have credit options which can be seen on our Payment Options page

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

Please view all details on our Payment Options page.

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 (Diners Club and American Express are currently not accepted.
  • Instant EFT payment by i-Pay
  • Direct Bank Deposit or Electronic Funds Transfer (EFT)
  • Electronic Decofurn Voucher

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

Please view all details on our Payment Options page.

WHAT ARE THE DIFFERENT BED SIZES AND THEIR MEASUREMENTS?

Mattress Size Guide (W = Width / L = Length):

  • Single – 91 (W) x 188 (L) cm
  • Three Quarter – 107 (W) x 188 (L) cm
  • Double – 137 (W) x 188 (L) cm
  • Queen Standard Length – 152 (W) x 188 (L) cm
  • Queen Extra Length – 152 (W) x 200 (L) cm
  • King – 183 (W) x 188 (L) cm
  • King Extra Length – 183 (W) x 200 (L) cm

Standard length = 188cm and Extra Length = 200cm.

CAN THE TEAK PRODUCTS BE LEFT OUTSIDE ALL YEAR ROUND?

Teak is a hardwood and is suitable for outside use. Our products are finished with a protective exterior. However, after continued exposure to the weather elements Teak takes on a greyish look. Teak oil may be applied in order to maintain the look.

IS THE MATTRESS / LINEN INCLUDED IN THE PRICE OF THE BED?

Unless otherwise stated, mattresses and other accessories seen in the picture are excluded from the price. Mattresses are priced separately and can be viewed in the Mattress section. Unless otherwise stated, Duvets and Pillows are excluded from the price of the bed and are also priced separately.

HOW DO I CARE FOR MY FURNITURE?

Please click here to view our Furniture Care Guide.

WHAT DO ALL THE DIFFERENT PRODUCT MATERIALS MEAN?

Please click here for a comprehensive explanation of all the different product materials.

ARE ALL THE SAME PRODUCTS AVAILABLE AT ALL YOUR STORES?

Some of our stores are bigger than others and we try and carry our whole range at each store but this is not possible due to limited space. If a product you see on the website is not available at your nearest store, please speak to the store manager and they can arrange to have the stock sent to the store.

I WANT A COLOUR/DESIGN SIMILAR TO WHAT YOU HAVE. CAN YOU MAKE IT FOR ME?

Unfortunately, we do not manufacture furniture. The products, colours and designs that are on our website are what we stock and have available. We do not manufacture or modify future according to customer requests.

DO YOU MANUFACTURE / MODIFY FURNITURE?

All our products are imported. We do not manufacture or modify furniture. The products and colour options as seen on the website are what we have available. We do not custom make furniture.

DO PRODUCTS COME ASSEMBLED?

Many products are delivered unassembled / flat packed. On our website, each product has an additional information section – in this section under “packaging” it will tell you if the product requires assembly. All items that require assembly have assembly instructions inside the boxes.

For purchases from a Decofurn Store, unassembled goods may be assembled by our drivers upon delivery for a nominal fee BY PRIOR ARRANGEMENT. Please contact your nearest store and they can advise assembly fees per product.

CAN I PAY NOW AND TAKE DELIVERY OR COLLECT AT A LATER DATE?

For purchases made online, a collection facility is not yet available.

For purchases from a Decofurn store: Yes. Goods may be collected at a later stage provided payment has been made in full. All goods are to be collected within 7 working days from the date of purchase. An additional charge will be levied for late collections.

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.

I DO NOT WANT TO BUY ONLINE. CAN I BUY DIRECTLY FROM ONE OF THE STORES AND TAKE IT HOME WITH ME STRAIGHTAWAY?

Yes. You can go to any Decofurn store, pay for your products and take them home with you straightaway provided we have stock. No products may be removed until payment has been made in full. EFT payments need to reflect in our account before collection / delivery can take place – this can take up to 3 working days.

If you are unable to arrange your own transport, we offer a delivery service. See Deliveries/Collections section in the sidebar.

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.

HOW DO I KNOW IF AN ITEM IS IN STOCK?

If you are shopping online and the product does not show out of stock, then it is available to purchase. You will not be able to shop online for a product 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.

To find out stock availability at your nearest branch, please contact the store directly and they can advise. Store details here. We try to carry stock at each store but due to limited space at some stores, this is not always possible.

WHERE DO YOUR PRODUCTS COME FROM?

We have more than 25 years’ experience in the Furniture Importing Industry. Most of our products are sourced and developed from factories in Indonesia, Malaysia, China, Vietnam and India. We work with quality suppliers and build strong relationships in order to bring you products suited to the South African market.

Our Mattress range is locally manufactured.

Our Duvet and Pillow range is manufactured in our own factory in Cape Town.

HOW LONG WILL YOU TAKE TO PROCESS MY REFUND?

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.

HOW MUCH WILL IT COST ME TO RETURN?

For products that are not defective, handling charges will be applicable. A handling / administration fee of 5% with a minimum of R70 (Seventy Rand) will be charged.

In terms of section 44(2) of the Electronic Communications and Transactions Act 25 of 2002, for non-defective items you (the customer) are liable for the delivery and collection costs of these products.

Where defective items are replaced, Decofurn is liable for the collection and delivery costs.

For more details on costs involved, please read our Returns Policy here.

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

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 Decofurn. 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 Decofurn. We will always endeavor 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.

I WANT TO RETURN, WHAT DO I DO?

At Decofurn we would like to make your customer experience as pleasant as possible. If you are experiencing problems with any products and would like to return them, please read the returns policy and choose the option that best suits your situation.

Different steps apply to different situations but the basic steps for online purchases are as per the below:

Step 1 – Complete and submit a Return Request Form. Click here to go to the form

Step 2 – We will review the form and will contact you to arrange collection of the product/s

Step 3 – Once the collection has been done, our quality control department will inspect the goods (this can take up to 3 working days)

Step 4 – Once approved, we commence with replacement / repair / credit / refund (at Decofurn’s discretion), which may take up to 7 working days

Steps to follow for purchases made in any Decofurn Store can be read in our Returns policy.

I DON’T LIKE WHAT I HAVE RECEIVED / IT DOESN’T FIT, CAN I RETURN MY PRODUCTS?

Yes you can, within 7 workings days. Please check our full returns policy for the terms and conditions that apply to this here.

WHERE CAN I VIEW THE T’S & C’S?

Please view our full Terms and Conditions here.

If any of the above is unclear, please call us on 087 740 1800 or send an email to info@decofurnsa.co.za and we can assist you.

PLEASE EXPLAIN THE MATTRESS GUARANTEE AND WARRANTY?

Mattresses carry a guarantee and warranty with the mattress manufacturer and not with Decofurn.

A guarantee from the mattress manufacturer stipulates that they will repair and replace your mattress product at their expense within the guarantee period and under specific conditions. While the manufacturer may replace your product, it is up to their discretion whether they replace or repair it.

Should there be a manufacturer’s defect in your mattress within the guarantee period, the manufacturer will repair or replace your defective mattress at no charge.

The guarantee does not cover problems such as dislike of a product, misuse, mishandling or a failure to meet requirements outlined in the product’s guarantee.

The mattresses warranty is a Service Warranty. A Service Warranty is a promise to you by the manufacturers that a defect in your mattress will be repaired or replaced at a pro rata cost depending on the mattress’ number of years of use. The manufacturer may decide to repair or replace the mattress at their discretion. During the warranty period, the manufacturer will contribute to the cost of the repair or replacement of your mattress on a pro rata basis depending on how old the product is. Your mattress should be free from any user related damage, such as stains, tears, rips, water damage etc. in order to claim the warranty.

The warranties and guarantees do not cover damage caused by an incorrect base or support, mattress rotation or misuse or mishandling.

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.

ABOUT DECOLLECT COLLECTION POINTS

Decollect collection points provide you with an alternative delivery location where you can collect your Decofurn Furniture order.

Currently orders can only be picked up from our Montague Park Decollect Point:

Decofurn Furniture Building
Montague Business Park
Tanzanite Street
Montague Gardens
Cape Town
7441

During checkout, you'll see the option to Collect your order from a Decollect Point if all items in your shopping cart are eligible for collection.

All Decollect orders are FREE of charge and there is no minimum spend required.

You'll receive an email notification with collect instructions when your order is ready for collection. You will then have 7 calendar days to collect your order before it expires. Once an order expires, it will be returned to our warehouse and your Decofurn Furniture account will automatically be credited.
 

HOW MUCH DOES IT COST TO USE OUR DECOLLECT SERVICE?

Decollect is FREE of charge and no minimum order amount is required!

HOW CAN I PAY FOR MY DECOLLECT ORDER?

All payment methods are available when collecting from Decollect Points.

WHEN WILL MY ORDER BE READY FOR COLLECTION?

You'll receive an email notification with collect instructions when your order is ready at your chosen Decollect collection point.
An estimated collection time will be displayed at checkout when you select your Decollect colleciton point.

WHAT DO I NEED TO BRING WHEN COLLECTING MY DECOLLECT ORDER?

When collecting your Decollect order from one of our Decollect Collection Points you will need to bring:

  • Your order number (as shown in your order confimation email)
  • Valid Identification (ID, Passport or Driver's Licence)

No orders will be released without your identity being verified using one of the methods above.

CAN SOMEONE COLLECT ON MY BEHALF?

Yes.  You will have to provide our Decollect Collection Point staff with a letter giving permission for a third party to collect your order on your behalf.  Please make sure your letter includes your name and ID number and the name and ID number of the person collecting on your behalf.  The person collecting on your behalf must have valid identification with them.

HOW LONG DO I HAVE TO COLLECT MY DECOLLECT ORDER?

You will then have 7 calendar days to collect your order before it expires. Once an order expires, it will be returned to our warehouse and your Decofurn Furniture account will automatically be credited.

CAN I EXTEND MY COLLECTION EXPIRY DATE?

It is not possible to extend your collection expiry date. Once you have received a notification that your order is ready for collection, you’ll then have 7 calendar days in which to collect your order. We will send you reminders over the course of the collection period, but unfortunately are unable to extend or change your final collection expiry date.

If not collected by your expiry date your order will be cancelled and the items returned to our warehouse. Your Decofurn Furniture account will automatically be credited to the value of your order.

CAN I CHANGE MY ORDER FROM DECOLLECT TO DELIVERY?

It is not possible to change your delivery method from Decollect to Delivery once your order has been confirmed.

CAN YOU ASSEMBLE MY DECOLLECT ORDER?

Unfortunately we do not assemble Decollect orders.

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