FAQ's

info@ exclusivespaces.co.za

Shop U6.2A Cedar Square. Fourways

Nationwide
Delivery

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How it Works...

How does product customisation work?

All our furniture pieces and selected tableware are made to-order and fully customisable in your choice of finish, fabric and size. We can also design and print custom wallpaper and fabric (subject to minimum order quantities). When you find a product you like you can either purchase it as designed, use our product configurators to change it to your liking, or send us your specific request. We then prepare custom 3d designs and dimension drawings for your approval before handing over to the factory.

How long do made-to-order items take?

Curtains, decor and homeware orders typically take 2 weeks to manufacture.
Custom furniture orders take anywhere between 2-8 weeks depending on the quantity ordered, time of year, factory load and fabrics/finishes selected (as well as load shedding schedule but let's not go there). All lead times exclude the design approval time. Designs typically take 1-2 weeks depending on complexity.

Do you have a showroom I can view the furniture and other products before purchasing?

Decor and homeware products listed as "in stock" are available in our Johannesburg Guide Store. We also have a library of finishes and fabrics which can be viewed before purchasing. Unfortunately, as our furniture products are made-to-order and we customise them according to your needs we do not currently carry stock or display pieces. From time to time, we do have certain demo pieces in store, but please confirm prior to visiting. The retail landscape is changing and the global trend is a shift away from large showrooms with masses of inventory, to smaller brand experience spaces with a strong digital presence. We are embracing and pioneering this change and focusing our budgets and resources on the digital tech and online side of things.

What if I am unhappy with my made-to-order purchase?

As part of our commitment to quality and customer satisfaction we offer our customers a Satisfaction Guarantee. Each step of the customization process is detailed, sampled and visualized in 3D for the customer's approval, before going in to production. We can also send samples for you to see and feel the quality of the finishes. During production regular quality checks and updates are provided putting the customer at ease. If you are still not 100% happy that we have met the specification or quality promised, we will repair or replace your purchase.

How it works

Do all products need to be customised?

No. Our in stock decor and homeware items can be purchased immediately, either in-store or online. Delivery for in-stock items takes 2-5 days depending on area.

Furniture pieces can also be bought in our personal selection of fabrics and finishes as shown on the website. Lead time for furniture orders is 6-8 weeks as they are made-to-order. However, there will be no design time or customisation period required.

How do I chose finishes and fabrics?

If you still don't like the options shown on our website, you can either visit our showroom to browse through our finish samples and fabric library, or you can simply tell us what you are looking for and we can have some samples sent to you directly.

Can I supply my own fabric?

Private customers are unable to supply their own fabrics due to the logistical complexity involved. We have a wide selection of fabrics to chose from and can source specialized fabrics from almost anywhere.

Trade customers will be charged a frame price and a handling fee on fabric should they wish to supply. We can also render your fabrics on to our products to show you what they will look like, free of charge.

Do I need to pay for samples?

If you have paid a deposit on a piece of furniture, your requested samples will be sent to you free of charge,

If you would like to have samples delivered to you before buying anything, a standard courier fee will apply. This will then be credited back should you go ahead with a purchase.

Once I have selected samples what's next?

Once you have approved the finish specifications, we will prepare 3D visuals and drawings. When you approve these, production will begin.

Will the 3D visuals show the furniture / curtains / decor in my space?

We will do our best to accurately reflect the intended space / use for your purchase. You may also take a photograph of your space at a level angle and send it through to us so we can overlay the 3D visuals, creating a more accurate impression. If you use our real-time configurators you can also view the product in augmented reality using your mobile.

Will you keep me updated during manufacture?

Our team will be providing regular quality checks and updates on your production all the way through to delivery.

GIFTS & REGISTRIES

Can I create a Wedding / Gift Registry?

Absolutely. We have a range of in-stock and made-to-order furniture, decor and homeware that make amazing gifts for all special occasions. Simply create an account online and set up a free consultation to start curating your registry.

Do you offer Gift Cards?

Yes, we have digital gift cards ranging from R250 and up. If you have a custom amount in mind drop us an email and we will generate one for you. Once finalised, the gift card details will be emailed to your nominated contact and can be used in-store or online.

Can I exchange my Gift Card for cash or refund?

Unfortunately, gift cards are not refundable or exchangeable for cash.

Do Gift Cards expire?

Gift Cards are valid for 3 years from the date of purchase.

DELIVERIES

Do you deliver?

We deliver nationwide and can deliver internationally by arrangement.

Local deliveries are included at checkout. International and large volume local deliveries deliveries are quoted separately and depend on your location and order size.

How much does delivery cost?

Local deliveries for decor, homeware and tableware are charged at a flat rate of R250. Bulk orders or large items such as furniture are charged at a flat rate of R950. International deliveries vary depending on location, demand and exchange rates and are quoted separately.

Can I collect?

Small items including decor, homeware and tableware can be collected from our showroom by prior arrangement when the order is ready. Contact us to arrange an order for collection.

REFUNDS & RETURNS

Can I return my purchase for a refund or exchange?

As most items are made to order, we can unfortunately not offer refunds on orders correctly fulfilled. Where applicable and approved, store credit or exchanges will be granted for in-stock items. See our refund policy for more details.

What is your Satisfaction Guarantee?

As part of our commitment to quality and customer satisfaction we offer our customers a Satisfaction Guarantee. Each step of the customization process is detailed, sampled and visualized in 3D for the customer's approval, before going in to production. During production regular quality checks and updates are provided putting the customer at ease. If you are still not 100% happy that we have met the specification or quality promised, we will repair or replace your purchase and cover delivery costs. Exclusive Spaces reserves the right to review the return/ refund request to ensure all terms and conditions are met.

How do I initiate a return/refund?

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or invoice as proof of purchase. To initiate a return, you can contact us at sales@exclusivespaces.co.za along with any images or supporting documents. If your return is accepted, we’ll send you a return shipping label along with collection instructions. Items sent back to us without first requesting a return may not be accepted.

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