We have answered some of the most frequently asked questions. Before contacting customer service, please check if your question is answered below.
Can I cancel my order?
You can always cancel your order. Please contact our customer services.
When can I expect to receive/collect my order?
As soon as we have received your order, we begin processing it. If the goods are in stock, you will typically be contacted within 2-3 days to arrange a delivery/collection time. If the goods are not in stock, it can take anything from 2-12 weeks before the product is in stock. When ordering, we will inform you whether you can expect the product within 2-10 weeks or 7-12 weeks. You are welcome to contact us to find out how long you can expect to wait for your order, or track your order here.
Can I track my order?
Yes, if you enter your order number under Track Your Order, you will be informed about the status of your order and when the entire order is expected in stock in South Africa.
I’d like to change my order?
Please contact customer services and quote your order number.
There is an error in my order
Errors do occasionally occur, but we do our best to solve them as quickly as possible. If you have discovered an error in your order, please contact our customer services.
How do I return a product?
If you would like to return your product, you must do so within 14 days from the date you received it. The product must be returned in its original packaging and in an acceptable state. If this is not the case, we will unfortunately have to retain an amount to cover packaging, administration and resale. That’s why we recommend you fold and keep the packaging until you are certain you want to keep the product.
What do I do about transport if I want to return a product?
You are welcome to return the product to our warehouse in Cape Town. Remember to arrange a time first. You will require a receipt stating the invoice number of the product you bought.
You are responsible for any transport costs associated with the return of the product. It is your responsibility that the product reaches us undamaged.
We can also collect your return goods. Please contact us to arrange a convenient time.
I have received the wrong item
We apologise if you receive a product you have not ordered. Please contact our customer services, who will resolve the problem for you.
When will I receive my refund?
We pay refunds to your bank account within three days of receiving your package. Please be patient, because it generally takes 2-3 days for the refund to be credited to your account. The time it takes depends on who your bank is.
Why are the delivery costs for returns not credited?
If you return goods because you have changed your mind, it will be at your own cost and we do not cover the return delivery. However, if we have sent the wrong item or a faulty product, please contact our customer services who will help you return the product free of charge.
Product Related Questions
Do you have a showroom where you can view the products?
Yes we do. We have a large showroom in Cape Town. Here you can see a selection of our furniture (contact our customer services to hear if the model you are interested in is displayed here). Please visit our showroom (by appointment only) to try out the product, feel the quality and talk to an assistant.
Can you provide more information about a product?
We strive to provide as much useful information as we can about our products, to help you buy the furniture that best suits you. Each product has a PDF document (under Specifications). Here you will find all the measurements and product descriptions. Should you have any questions, please contact our customer services quoting the product name. We will then do our best to answer your questions.
I have seen a product advertised, but can’t find it on the website?
Enter the product name or product code in the search field and you will be directed to the right product, unless sold out or inaccessible in our online shop.
Can I select a specific sofa in a colour different to the one displayed?
You can choose to design your own sofa at Sofa Company. Create your own sofa from selected models and materials. The price varies according to model and material.
Do you use brominated flame retardants in your sofas?
The brominated flame retardants, which are supposed to reduce flammability in furniture materials and foam, are according to some studies a health risk and directly prohibited in some countries. Sofa Company does not use flame retardant material in our furniture, nor is it a legal requirement in Denmark or South Africa.
Is my Sofa fully assembled when it arrives?
Your Sofa arrives packaged in a box. The legs are tucked in a zipper underneath and need to be assembled once received.