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Frequently Asked Questions

No detail too small, no dream too bold. We're your home experts.

Care & Maintenance

What Is Care & Manteinace?

Furniture requires regular care and maintenance. We have put together these care tips so you can enjoy and take the best care of your furniture.

How do I Care for Leather

We strongly suggest treating your leather purchases with X Shield leather protection. If leather is soiled, it can be wiped with a soft, damp cloth using a lather of any mild white soap with lukewarm water

How Do I Look After Outdoor Furniture?

Maintenance Basics. Wipe down with a slightly damp or dry cloth to loosen and remove dirt and debris. Give the surface a deeper clean with material-appropriate cleaning products. Allow the furniture to dry completely before lounging in them again or covering them up.

How To Clean Fabric?

Get to the stains quickly. As soon as a spill or stain occurs, get to cleaning it immediately. Waiting too long before treating a stain – even a matter of a few minutes – can cause the stain to set, making it harder to get out.

We suggest Master Guard for fabric protection

Delivery

Is There A Delivery Charge?

A delivery fee is applicable. Please see our Delivery and Collection Handbook.

What Is Your Delivery Times?

Essops Home delivers furniture to customers on pre arranged / agreed dates, we how ever do not have the exact delivery times, but we do confirm dates. The delivery crew notifies the customers on their route to deliver( an hour before reaching the customer's place)

Can I Collect?

Customers can opt for collecting their purchased goods, from any of the selected stores (there is a charge)

Lead time from our Warehouse to the selected store is dependent on stock availability and store location. Please ask our store consultant to advise on lead time. The store will arrange and confirm the collection with the customer.

Will My Items Be Assembled?

With every delivery, Essops Logistics offers free assembly of products bought from Essops.

Product assembly by the customer is not recommended. Should the customers opt to assemble products, kindly refer to assembly instructions included with the product. Essops does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

What Is Your Delivery Fees?

Delivery Option

The delivery has to be paid at the time of the purchase. The delivery will only be scheduled once the invoice is fully paid together with all logistic costs.

** Free deliveries only in Gauteng & Durban. Not Available Nationwide. For Online Purchases Only.

Payment

What Are The Accepted Payment Options?

For purchases made in any Essops Home, we accept payment by:

  • Credit Cards / Debit Cards / Cheque Cards.
  • Instant EFT payment by i-Pay
  • Direct Bank Deposit or Electronic Funds Transfer (EFT)


Can I Pay Cash On Delivery?

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

Do You Do Lay Buys?

Yes, for lay-buys, we require a minimum of 10% deposit and up to 6 months to pay the balance. Products may only be delivered/collected once the total amount has been paid in full and is reflecting in our account. Terms & Conditions Apply.

What Are The Credit Options Available?

We, unfortunately, do not offer credit directly, we however accept mobicred as a payment option.

Please see our payment terms for more info on how mobicred works.

Exchanges , Repairs & Returns

Exchanges & Returns

Essops will exchange any damaged or flawed products returned in an unused condition within 10 days of purchase. Product exchanges requiring delivery will be transported to the original delivery address within South Africa.

It is acknowledged that exchanges are subject to product availability at the time of the request for exchange. Essops will check the condition of products presented for exchange or returned as in accordance with Delivery and Collection paragraphs(whichever is applicable) products are deemed to have been supplied in good condition as checked by the customer at the time of purchase, delivery or collection.

Kindly view our exchange & return policy here

Refunds & Refund Procedure

If you have proven that the statutory warranty has been breached, a refund may be requested. For more details please see our Returns Policy here

Refund Procedure

Should you wish to elect a refund, only once the customer has provided our accounts department with confirmation of bank details and the customer’s bank details have been verified will the refund be processed. All refunds will be processed every Friday, allowing 2-4 business days for the funds to reflect once the credit has been processed.

Is There A Warranty On Products?

Essops warrants that for a period of 6 (six) months:

  •  The product is reasonably suitable for the purpose that it was generally intended for
  •  The product is of good quality, free of defects and in good working order and 
  •   The product will be durable and usable for a reasonable period of time.

           Essops will only be liable to honour a warranty if:

  • The defect existed at the time of delivery or collection and manifested during the warranty period;
  • The defect did not arise due to normal wear and tear or misuse/abuse by the customer;
  • The product concerned is used for the purpose intended and in a domestic environment (Unless the latter requirement is waived by Essops in writing); i.e. commercial use is not warranted;
  • The customer duly complied with the Essops Care Instructions available online
  • The customer provides the original invoice;

The product is assembled by Essops or by the customer in accordance with the suppliers’ specifications.Essops warranty provides for the free repair or replacement of any faulty component within the warranty period.After the six month statutory warranty has expired, all furniture products have an extended warranty. All furniture products have an extended warranty of 1 year, being a further 6 (six) months from the end of the statutory warranty. For further details on each product warranty please see the Essops Care Instructions online.It is entirely at Essops’ discretion to offer the necessary remedy, being either repair, replace or store credit, should your product breach the extended warranty. In addition, Essops will charge necessary collection and delivery costs in certain circumstances.

What Is My Warranty On Timber & Leather Products?

Timber products are warranted for a period of 1 year from date of delivery/collection in respect of frame and workmanship. Should the original product be altered in any way, the warranty will be void.

Upholstered furniture is warranted for a period of 1*year from date of delivery/collection in respect of the frame and craftsmanship. The warranty does not extend to the fabric or leather used to upholster the product as this is subject to wear and tear associated with use. Furthermore, usage and treatment in the customer’s environment is beyond Essops’ control.

Leather and timber products may have natural markings and colour variations due to the nature of the product. These are the characteristics of a natural product and not defects or signs of damage.

Essops warranty does not extend to the normal wear and tear associated with products in the above paragraph. All valid claims are subject to assessment by our Customer Service Department and decisions are made at the discretion of the Store Manager and/or Customer Service Department. Please ask your Sales Consultant or refer to the website for care instructions relevant to your respective purchase.

What id my Warranty On Mattresses ?

Mattresses will be warranted as per manufacturer’s warranty.

What Is My Warranty On Imported Products?

All imported products are warranted for 1 year from date of purchase in respect of frame and workmanship and regardless of whether it’s an upholstered product or not.

Essops warranty does not extend to the normal wear and tear associated with products as in the above paragraph. All valid claims are subject to assessment by our Customer Service Department and decisions are made at the discretion of the Store Manager and/or Customer Service Department. Please ask your Sales Consultant or refer to the website for care instructions relevant to your respective purchase.

Subscriptions

How Do I Subscribe To The Essops Newsletter?

Subscribing to the Essops Newsletter ensures subscribers are always the first to know about new stock and events. From the home page scroll down to the Newsletter sign up block http://www.essops.co.za.

How Do I Unsubscribe To The Essops Newsletter?

To unsubscribe from the Essops Newsletter, complete a feedback form with the title as “Unsubscribe from Newsletter” and a member of our staff will deal with your request or click on ‘unsubscribe’ at the bottom of the Newsletter.

Products

Can You Tell Me The Availability Of A Specific Item?

80% of our products are readily available. If a product is out of stock, lead times vary from 4 – 12 weeks depending on the stock item. Lead times and costs are dependent on the nature of the customisation required as well as availability of materials.

How Can I Get Large Items Home?

Essops will contact the customer to arrange delivery. No deliveries will be made during weekends or public holidays.

Wherever possible, delivery will be made within three to four days (excluding saturday and sunday), subject to stock availability. Please contact your local store for further details and also refer to the “deliveries” section on the policies web page.

Why Are Some Items Out Of Stock?

Some items sell out faster than others, due to high demand. However, 80% of our products are readily available. If a product is out of stock, lead times vary from 4 – 12 weeks, depending on the stock item and whether it is locally produced or imported. Lead times and costs are dependent on the nature of the customisation required as well as availability of materials.

What Happens If Something Goes Wrong With My Product?

In the unlikely event of something going wrong with your product, please contact the store from which you purchased it or email our customer care department at 010 786 0700 or cs@essops.Co.Za