At Craft City Furniture, we are committed to delivering your furniture safely, efficiently, and professionally. Our goal is to provide you with a seamless delivery experience from the moment you place your order to the moment your furniture arrives at your door. This Shipping & Delivery Policy outlines how deliveries are handled throughout South Africa, in full compliance with South African consumer law, including the Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA).

Please read this policy carefully before placing your order.

1. Delivery Areas

Craft City Furniture delivers to most major cities and towns across South Africa, including (but not limited to):

  • Gauteng
  • Western Cape
  • KwaZulu-Natal
  • Eastern Cape
  • Free State
  • North West
  • Limpopo
  • Northern Cape
  • Mpumalanga

If your address is in a remote or out-of-coverage area, we may contact you to arrange an alternative delivery solution or discuss additional fees.

2. Delivery Timeframes

Delivery timeframes depend on product availability, warehouse location, and your delivery address.

2.1 In-Stock Items

For products that are in stock at one of our warehouses:

  • Typical delivery timeframe: 1–7 working days.
  • Major cities may receive faster delivery.
  • Outlying/remote areas may require 5–10 working days.

2.2 Pre-Order / Back-Order Items

If a product is on pre-order or awaiting restock:

  • Estimated delivery timeframe: 1–10 working days, depending on supplier availability.
  • You will be notified immediately if any delay occurs.

2.3 Custom or Special-Order Furniture

Custom-made or made-to-order pieces may require 3–6 weeks depending on the type of furniture and production lead times.

3. Delivery Methods

Craft City Furniture uses trusted private couriers, furniture-specialised carriers, and in-house delivery trucks depending on the product size, location, and urgency.

3.1 Door-to-Door Delivery

All shipments are delivered to the customer’s front door or entrance of the building, unless otherwise arranged.

3.2 Stairs & Upper Floors

If your property requires carrying furniture upstairs, additional handling fees may apply — depending on courier rules and product weight.

Please notify us in advance if your delivery requires stairs, narrow hallways, elevators, or special assistance.

3.3 Collection (If Offered)

Some items may be available for collection from our warehouse upon request.
Customers must schedule collection in advance to avoid delays.

4. Delivery Fees

Delivery fees may vary depending on:

  • Location
  • Product size
  • Weight
  • Courier used

Delivery fees are visible during checkout before payment is completed.
Craft City Furniture aims to provide fair, transparent, and market-competitive shipping rates nationwide.

5. Delivery Confirmation & Tracking

Once your order is dispatched:

  • You will receive an SMS, email, or WhatsApp notification with tracking details (if available).
  • You will be notified when your parcel is out for delivery.

We recommend having someone available to receive the order at the estimated time of arrival.

6. Failed Deliveries & Re-Deliveries

A delivery is considered failed if:

  • No one is available at the address
  • The address provided is incorrect or incomplete
  • The courier cannot access the property
  • The customer refuses the delivery without valid reason

In such cases:

  • Re-delivery fees may apply
  • Delivery may be rescheduled for the next available date

To avoid delays, please ensure all delivery details are accurate before placing your order.

7. Delivery Inspection (CPA-Compliant)

Under the Consumer Protection Act (CPA), customers have the right to inspect goods upon delivery.

Upon receiving your item:

  • Inspect the packaging for damage
  • Check the furniture for scratches, breaks, defects, or missing components
  • Report any issue within 7 days of delivery

If the item is damaged in transit or defective on arrival, we will arrange collection or replacement at no cost to you, as required by law.

8. Damaged, Incorrect, or Missing Items

If your order arrives:

  • Damaged
  • Faulty or broken
  • Missing parts
  • Incorrectly supplied

You must notify us within 7 days (as required under the CPA for early defect reporting).

We will:

  • Arrange free collection
  • Replace, repair, or refund depending on the situation
  • Ensure the issue is resolved as quickly and professionally as possible

9. Delays Beyond Our Control

While we work with reliable partners, delays may occur due to:

  • Severe weather or natural events
  • Public holidays and peak seasons
  • Supplier or import delays
  • Courier backlogs
  • Strikes or road closures

Craft City Furniture will keep you updated if delays occur, but cannot be held liable for circumstances outside our direct control under South African law.

10. Customer Responsibilities

To ensure smooth delivery, customers must:

  • Provide a correct, complete delivery address
  • Ensure accessibility (stairs, gates, complex entry codes, etc.)
  • Provide an active contact number
  • Be available to receive the delivery
  • Ensure someone aged 18+ is present to sign for the shipment

If the delivery fails because these obligations were not met, re-delivery fees may be charged.

11. Ownership & Risk (South African Legal Standard)

Ownership of the product transfers to the customer only once payment is received in full, as per standard South African sale-of-goods law.

Risk (loss or damage) transfers:

  • Only once the goods are delivered to the customer,
  • Or received by an authorised person at the delivery address.

If a product is damaged during transit before delivery, Craft City Furniture is responsible.

If a product is damaged after successful delivery, responsibility shifts to the customer.

12. Delivery to Complexes & Estates

For security estates or apartment complexes:

  • Customers must notify security beforehand
  • Access codes or gate permissions must be arranged
  • Any delays caused by estate rules may affect delivery time

Drivers are not permitted to move through tightly restricted areas without prior approval.

13. International Deliveries

At this time, Craft City Furniture delivers within South Africa only.
International shipping may be considered for bulk orders — contact us for a custom quote.

14. Contact Us for Delivery Support

For delivery enquiries, tracking, or assistance:

Craft City Furniture — Delivery Support
Email: delivery@craftcityfurn.co.za
Phone: 0448680727
Business Hours: Monday to Friday, 9am – 5pm
(Excluding weekends and public holidays)

We are here to help make your delivery seamless and stress-free.

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