FAQ

Gift Vouchers and Wedding Registry

Can I redeem a gift voucher online?

Yes, if you have the relevant information of the voucher our customers are able to redeem gift vouchers through our online service by calling 087 985 2208.

Do you have a Registry?

Yes, Registry is available through our store. Please contact store here

Orders, Delivery & Returns

Where can I find details on shipping information?

Information on Delivery & Shipping is found here 

Can I return online purchases at your store? 

Yes. You can return items ordered online to any Loft Living store within 7 days of purchase for a refund or exchange. Please remember to bring your invoice, if you don't have your invoice you'll receive a store credit note. Find our store here.

How long does my refund take? 

Refunds generally appear on your credit card statement in one to two billing periods. Since all our online orders require credit cards as the method of payment, your refunds will take the form of a credit back to the same card used to make the original purchase.

Where can I find details on returns and cancellations?

Information on returns & cancellation policy click here.

How do I cancel my order completely? 

You may cancel an order anytime before payment has been made.
If you have already paid and we have begun works, then your deposit will not be refunded. If you would like to cancel, please contact our service centre, these types of situations are handled on a case by case basis. 

How will I know that you've received my order?

Once you have sent the enquiry, we will respond to you via email. Only once you have paid a deposit will the order be confirmed, and we will send you an email with the confirmation page show a summary of your transaction. You may choose to print this for your records. We’ll send subsequent email(s) when your product leaves on delivery, including tracking information (if available).

How do I know if my items are available immediately? 

Once we get your enquiry, we will confirm what is available immediately.
Please note, locally manufactured items carry a 4 to 8 weeks lead time. With regards imported items, we are unable to give a lead time, we will notify you once the item arrives if you where interested previously.

How do I ship to an address other than my billing address?

Delivery to another address that is different to your log in details is easy. You may specify on your online order enquiry plus we will confirm the delivery address again once the order is confirmed by payment. 

Will I receive all the items in my order at the same time?

For your convenience and efficiencies we will send your order at one time. If you would like to split the shipment up please let us know via email or call us on 087 985 2208.

Do you ship overseas? 

We can arrange a quotation by our preferred partners or you may arrange with your service provider. Just let us know where we should deliver the items to be shipped, alternatively we can have the items ready for collection at our Head Office.

Credit & Payments

Preferred method of payment

It is preferable to use a credit card. To ensure prompt delivery of goods or in the event of a refund the process to facilitate these transactions is simplified using your credit card. All other methods of payment are gladly accepted. 

Can I redeem a store credit note online? 

Yes, you will be required to furnish us with a valid credit note number that you were issued from the store you purchased from. 

When is my credit card charged? 

Your credit card is charged when the items are available to be delivered. If you are placing a locally manufactured order then we will charge your card once they start production for 50 % of the value and then when they are ready to be delivered the balance will be charged including other charges that are applicable before delivery. 

Which credit cards do you accept? 

We accept Visa, MasterCard, American Express and Diners Club.

Is my credit card information secure?

Yes, your credit card details will be kept secure and encrypted. 

Vat?

All our prices are vat inclusive, if you require a zero vat rated invoice please let us know when confirming your order,

Products

How safe are your products? 

Don’t put wooden furniture near open fires.
Be careful of doors with glass panels- don’t slam doors and be careful of children around these units, (sliding door bookcase notably)
Don’t overload glass shelves with heavy objects .
Allow enough ventilation of hi-fi/electronic components/TV’s etc in units with doors.
Make sure tall narrow units are on level floors and tend to lean towards the wall not away from the wall.
Don’t lean back on the back legs of chairs-this weakens the joints and also chair might tip backwards.
Please remember that wood is a natural material. It is important to understand its unique properties, which should not be mistaken for flaws. Please see our care & maintenance instructions here

If I saw an item in your store but can't find it online, how can I purchase it? 

Contact the store to place an order here. Or call Loft Living on 087 985 2208.

What if I have questions about your products?

Please contact us here or call Loft Living on 087 985 2208.

Can I view samples in my Home?

Colour and Wood finish swatches are available upon request. They are delivered free of charge via normal post. Please contact the Loft Living for further instructions on 087 985 2208.

Pricing Policy 

All prices are priced in Rands and are inclusive of VAT. Availability, prices and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we must reserve the right to restrict orders of those items.

Email & Catalogue Subscriptions

How do I change my mailing or email address?

Please login here and visit the My Account section of our website to update your personal information. Or call Loft Living customer service on 087 985 2208 

How do I change my password?

Please login and visit the My Account section of our website to update your password. 

I've lost my password, or I don't remember it, how to I get a new one? 

Please visit this page, fill in your email address, and an email will be sent to you, guiding you through the process. NB, the email address you type in must be the one you registered with.

Will you share my email address with others? 

No. 

How do I remove my name from your mailing list?

Simply go to this page and submit your email address to automatically unsubscribe you.
OR 
Send us an email detailing your name and email address to info@loftliving.co.za or contact our online service 087 985 2208

Enquiring Online

Do I need to log in to make a furniture enquiry? 

You don't have to log in to make an enquiry on the site, you can simply click the 'Enquire Now' button available at each product. However, if you're registered here, you can manage your own Wish lists and Newsletter subscriptions as well as being privy to new functionalities like Wedding registries that will be added to our website in future.

Are all of your products available online?

Our entire Loft Living made furniture collection is represented online. Many of our imported items are shown but not all of them as yet. If you would like to find an item you don’t see on the site, please contact the store here

Are the prices the same on your website as in your store?

We make every attempt to have consistent pricing throughout our store and our website. In the event you find a discrepancy in pricing, please contact us here or call Loft Living customer service on 087 985 2208. Instore pricing supersedes website pricing always.

Technical Support

What types of web browsers does your website support? 

We currently support Internet Explorer 7 & higher, Firefox 3 & higher, and Safari 3 & higher as well as Google Chrome. To view all the features on our site, you must accept cookies, enable JavaScript and have Adobe Flash Player 9 or higher. While we do have limited support for older browsers, we strongly encourage you to upgrade your web browser to the latest supported version.
If you come across other issues or errors please contact the webmaster on guy@greencarrots.co.za

Other Questions

To contact us via postal mail write to: 

Loft Living Po Box 42989 Ottery 7808 

Any other questions we haven't answered?

Our online store is ever-evolving, so we always welcome your feedback. For questions we haven't answered, or for information we haven't provided, please contact us here with your comments and suggestions. We value both constructive criticism and praise from our customers.