Factory & Showroom: 13 Jacoba Str, Alberton North, Johannesburg, 1449 – RSA.
Business Hours (GMT+2) | Mon-Thurs: 8H00-17H00 | Fri: 8H00-15H30 | First & Last Sat: 9H00-12H00 (*Or By Appointment) | *Excluding Public Holidays.
Customer Service
Page Reading Time: +-5 minutes
ALL essential information has been provided online – *Remember to SCROLL DOWN entire product page to ‘Full Description’ & ‘Additional Information’ Tabs.
Overview & Quick Links
Our goal is to make the online quotation and order process as simple and intuitive, as possible. If however you have any queries, please take careful note of the details below. Particularly the online quotation and order process.
Index: Click links below to learn more…
Video Introduction: Welcome to Family Furniture | Learn More >> Quote + Order Process | Lead Times | Delivery/ Collection/ Times
Quick Summary: Why Shop with Us?
Our Mission: We strive to bring you top local and international brands, products and services. These are available online as:
- ‘Stock Held Items’ (SHI)
- Custom-made items and/or items ‘Manufactured On Order’ (MOO)
- ‘Virtual’ products & services
- ‘Downloadable’ products
All these options can be viewed, quoted or purchased online, at any time of the day. Our primary goal is bring you great value, whilst saving you time and money – Find the best possible pricing right here on our website.
DIY: Our fully functional eCommerce website allows you to obtain quick online quotes or orders for all available products and services with just a few clicks of your mouse. Our automated DIY (Do-It-Yourself) solutions offer you better pricing with significantly lower trading costs. You can even process online quotations and orders using your smart phone. [Learn More]
Dispatch Outlets: When shopping online, you can either ‘Shop By Outlet‘ or you can find the dispatch outlet on the ‘Additional Information’ tab, as per the relevant product page – *Scroll down to full description. [Learn More]
Lead Times: Find lead time & product type on the ‘Additional Information’ tab, as per the relevant product page – *Scroll down to full description. [Learn More]
Delivery & Collection: We always try to offer the best online delivery rates to your door or specified address. *Delivery rates may be subject to change – [Learn More]
Collections are only available as an option when displayed during the online quote or order process (@Checkout) – When selecting products, take note of the ‘dispatch outlet’ as per the tabs on relevant product page; Or Shop by Outlet for collection. [Learn More]
IMPORTANT: All delivery or collection details (when applicable) will be provided when your order is ready for dispatch (Only).
Manual Quotations: If you are not comfortable processing your own quotations or orders online, we will be happy to assist you. However, for items that can be found on our website ‘as standard’, there will be an additional admin fee, which will be included on the quotation or order. If the item in question is not a ‘standard listed’ item on our website, the admin fee will be waivered. For manual quotation or order processing on your behalf, please request a quotation and provide all the required information needed to assist you:
5 Steps: Know the Online DIY Quote + Order Process?
Review the 5 easy steps for any DIY online quotations & orders, as below:
Step #1: Simply Sign Up or Sign In
If you don’t already have a user account, simply register or sign in, as below:
Step #2: Online Quotes + Orders, 24/7!
Once you have an account, you can shop and add products (or services) to your shopping cart for quotation or immediate order processing. You will also be able to track all details and view order history from your online user account.
FOR QUOTATION ONLY: Online Quotation Process (DIY) –
- Add to Cart: Add the required items (products) for quotation to your shopping cart
- Checkout: Once all required items have been added to your cart, go to ‘Checkout’ page for quote submission
- Quote Only (Pay Later): Then simply select the ‘Quote (Pay later)/ EFT (Electronic Fund Transfer)/ Bank Deposit’ option to pay later via Internet Banking or Bank Deposit
- Official Order: Once a quotation has been approved and/or you are ready to continue, make payment as per the banking details provided online; Or as per the banking details in the body of the Quotation/ PO email received – *Check Spam Folder, if not in your Inbox
- Bank/ Payment Reference: On EFT/ Bank Deposit Payment, use your Quote/ Order Number (e.g. FF#1XXXX), as a bank payment reference for easy tracking and to prevent any delays on order processing
- Delivery/ Collection/ Times: Learn More
NOTE: Certain quotation forms (products) have been created for custom/ special online quotation requests – On receipt of all required information, our relevant factory outlets will cost & quote accordingly. All quotations are valid for 30 days & will be automatically cancelled thereafter – If an order is needed after the 30 days, then the quotation/ order will need to be recreated for order processing.
FOR IMMEDIATE ORDER PROCESSING:
- Online Payments (Payment Gateway): You will have options for online payments via credit card, debt card & other available payment gateway options on order processing
- EFT (Electronic Fund Transfer)/ Bank Deposit: For direct payments, find banking details online when quote/ order process completed; Or in the body of the Quotation/ PO email received – *Check Spam Folder, if not in your Inbox
- More Urgent Orders: Please do ‘Immediate Payment’ for fund clearance & order processing ASAP
- Bank/ Payment Reference: On EFT/ Bank Deposit Payment, use your Quote/ Order Number (e.g. FF#1XXXX), as a bank payment refence for easy tracking & to prevent any delays on order processing
- Product Information: See the ‘Full Description’ on all relevant product pages including the ‘Additional Information’ tab (*Scroll down to read entire page)
- Reduced Delivery Costs: To reduce delivery or collection costs (when applicable): Shop by Outlet
- Filter by Location: Alternatively, filter by location within the relevant category pages to shop within a specific region
- Address Information: Ensure all the correct information is provided in the relevant fields with accurate postal code to obtain the best delivery rate at checkout
- Quotations: Will expire after 30 days, where payment has not been received. If however you then decide to continue with an order (PO) thereafter, you can always log into your online user account and recreate the required order. Quotes (not orders) can be cancelled at any time by logging into your account and selecting the ‘cancel’ option
- Order Amendments: Can be done from your online account – Preferably edit the original order; Or cancel and create a new order with the correct items. For any differences in payment, please pay via EFT and inform us via the order feedback form – Include full order amendment details. Orders can only be amended prior to dispatch of Stock Held Items (SHI) or production of items Manufactured On Order (MOO)
- Orders (PO): If processed, paid or dispatched, orders can only be amended or refunded as per our ‘Returns/ Exchanges’ policy below
EMAIL CONFIRMATIONS: All quotations/ orders, invoices, updates and delivery (or collection) notifications will be confirmed via email with full details, including contact information and quick links for your convenience. If emails have not been received, please check your email spam folder; Or log into your online user account to find details online.
Step #3: Pay-As-You-Go
When you ready for order processing, simply make payment via your preferred means – Credit Card, Debt Card, EFT or Bank Deposit & other available options.
- For Stock Held Items (SHI): Full payment will be required for processing & dispatch
- For Customized Solutions or Manufacture on Order (MOO): Full payment OR a 60% deposit [min] will be required & settlement prior to dispatch
FOR EFT PAYMENTS OR BANK DEPOSITS:
- EFT/ Bank Payments: Use your Quotation/ PO Number (e.g. FF#1XXXX), as your ‘Bank Reference’
- Proof of Payment (POP): Send to us as per the email address from which you received your Quotation/ PO – *Ideally ‘reply’ to your order email & attach the POP
Step #4: Customized Orders (Only)
Customized orders can be processed online without manual intervention from our team. All relevant options are available for your selection and/or comment when processing quotes or orders online (DIY). For customized orders, digital artwork or samples will be provided for your signed approval, where applicable.
- For Colour Accuracy: Pantone colour codes are to be confirmed during the online quote or order process
- Specific Fonts: For ‘special fonts’, provide full font name(s) during online quote or order process; Or you may need to send us font file(s), as required
- Logos & More: Provide all logos (or special designs outside the scope of ‘standard designs’) as high resolution vector (.pdf) file(s). If high res logo(s) is unavailable, our design team can redraw logo(s) at an additional fee (@Hourly rate) – This will be sent to you for your future use
- Customized Options: All ‘customizable items’ on our website include recommended specifications for your selection and/or comment. For orders requiring customization outside the scope of standard specifications: Please Click Here to Complete our Manual Quotation Form
IMPORTANT: Manual quotation or order processing on your behalf for items that are listed on our website ‘as standard’ will attract an additional admin fee. Online products or services may have limited customization options, owing to practical experience, certifications (approvals) or health and safety standards etc.
Step #5: Lead Times + Outlets
Orders will be dispatched as per the Lead Times & Outlets found on the relevant product profile pages.
IMPORTANT: See ‘Additional Information’ tabs on the relevant product pages – *SCROLL DOWN to see entire product page. Standard Lead Times may be subject to change due to stock and/or capacity. Order Feedback will not be necessary (required) for orders within standard/ expected lead times – *Only orders surpassing standard/ expected working day lead times, will feedback be provided on request. If there are any Order Delays, due to stock and/or production capacity etc., we will communicate this ASAP – *As per information provided by the relevant factory outlet/ production team/ warehouse.
Lead Time Procedures & Types: Lead times are only applicable once payment has been received (*Full payment for stock held items or 60% deposit [min] for customized orders & settlement prior to dispatch).. And from the date signed artwork approval is received for customized orders (when applicable). On dispatch, courier and tracking details will be provided; Or collection address will be sent to you when ready for your collection (only).
- Stock Held Items (SHI): Normally within 1-5/10 working days (*Ave: 7 working days) – *May be subject to change due to stock and/or capacity
- Manufactured On Order (MOO): Customized or manufactured on order – Normally within 1-10/30 working days (*Ave: 14 working days) – *May be subject to change due to material supply and/or capacity
- Virtual Products or Services: As per lead time on product/ service page – *Find details in the ‘Additional Information’ tabs on product profile pages
- Downloadable Products: Download link will be sent via email or available on your online account once full payment has been received
Dispatch Outlets (Factory/ Warehouse): Find ALL required information on the relevant product page(s) – *SCROLL DOWN entire product page to ‘Full Description’, including ‘Additional Information’ Tab.
*DON'T FORGET TO CHECK YOUR LEAD TIME!
See ALL essential information on the relevant product profile pages – Take careful note of the ‘Full Description’ & ‘Additional Information’ tabs – *Please remember to SCROLL DOWN the entire page & read ALL information on the relevant pages.
IMPORTANT: As above, certain ‘product types’ may have varying lead times – Although we strive to dispatch all orders as quickly as possible, naturally orders with multiple product types will be packaged and dispatched as per the item(s) with the longest lead time. This ensures the most cost effective delivery rate per order. If however you need certain items sooner from a particular outlet (By SupplyID) – Batch products per order by priority (split orders). Splitting orders by lead time (priority) allows for accurate transport calculation and timely delivery. Please note, products ordered from multiple-outlets (i.e. See outlets, by SKU/ SupplyID) will be automatically split by our online system for your convenience and transport calculated accordingly. Lead times may be subject to change depending on stock or production capacity at the time of your order. Lead times may be subject to change depending on stock or production capacity at the time of your order. We will communicate any potential delays ASAP, as per information provided by factory outlet/ warehouse.
*Take note of deliveries/ collections and returns, as below.
Shopping Tips: Category Page
Find products, by category, from our main menus. Various product filters and further details can be found in the category sidebars (Desktop: Right column/ Mobile: Below products). Below are some key features to help optimize your shopping experience –
- Product Search: Find search facilities in the website header, footer or category sidebar
- Filters: Select from category sidebars to filter products by attribute(s) – i.e. Shop by Location (City), Brand, Category, Colour, Gender, Age etc.
- View Details: Click button to open product profile for full product details [OR]
- Product Link (Name): Click the product name (link) to open product profile for full product details
- Add to Cart: Click button to add product(s) directly to shopping cart for quotation or ordering
- Wish List: Click button (link) to add the product to your wish list
- Add to Compare: Click button (link) to add two or more products to ‘compare list’ – From there, view all products in one page view
- Recently Viewed Products: Find list in category sidebar(s)
IMPORTANT: Don’t be afraid to explore & try other features for further options & info.
Shopping Tips: Product Profile Page
All relevant information can be found on the product profile page(s) – View entire page for full details. Below are some key features to optimize your shopping experience –
- Short Description: Find a summary of product near top of product page
- Detailed Description: Detailed description further down product page
- SKU & Category Section: Provides unique ‘Stock Keeping Unit’ number – May include details such as: (i) Dispatch Outlet; (ii) Supplier Code; (iii) Category and (iv) Product ID. Description/ link of relevant categories concerned are normally below the product’s SKU number
- ‘Additional Information’ Tab: May include dispatch outlet (location) information, lead time, dimensions, technical information and more
- ‘Dispatch Outlet’: Factory/ Warehouse outlet information
- Lead Time: Find standard lead times here – *May be subject to change – We process & dispatch all orders asap
- Product Specs: Find other product specifications here
- Images: Navigate through images for visual review
- Pricing: Provided per unit, per set or batched for bulk sales, as indicated on the relevant product page
- Tiered Pricing: Discounted pricing on bulk item order, where applicable (e.g. Price normally X; Buy 10+ units for Y > @Discounted pricing)
- MOQ: Minimum Order Quantities are only relevant, when indicated
- Stock Information: Stock management details for ‘Stock Held Items’ (SHI), where applicable; Items ‘Manufactured On Order’ (MOO) will not have stock management information available, and lead times applicable as above
- Review Tab: Third-party ratings & reviews for product
- Related Products: In page sidebar or towards bottom of page
- ‘Add to Wishlist’: Allows you to add products to a Wishlist for later purchasing or to share with colleagues, family or friends
- ‘Add to Compare’: Add two or more products to compare within a single page view for better decision making
- ‘Share’: Buttons or links provided to share information across selected platform – i.e. Email, social media etc.
Communication: Contacts + Order Feedback?
Firstly, find all required information by looking up the relevant product page(s), as per the online category, product name or by SKU number (Stock Keeping Unit/ Product ID). For quote and order feedback, review all information on the quote or order email you received. You can also find communication history by simply signing into your online user account.
Find further details on the dispatch outlet profile pages; Or find the ‘supply outlet profile link’ within the ‘Dispatch Outlet’ tab on relevant product profile page.
IMPORTANT: Lead Times only come into effect on receipt of a 50% deposit or full payment. And as per the date of artwork approval for customized orders, when applicable. If your order has surpassed the lead time, as provided hereto, you can request feedback, as below:
- Log into your online user account
- Order Feedback: Use the messaging facility within relevant dispatch outlet profile pages to send a direct message to the operations team dealing with your order (By supply outlet); Or complete the order feedback form – *Reference quote or order number on all communications (e.g. FF #1XXXX)
- Chat Facility: Find our message facility in the button right corner of the web page
- WhatsApp Messaging (Only): Find the ‘WhatsApp’ messaging button in the footer of the website, within the category sidebar (bottom) or other strategically placed sections on our website – NB: From your mobile phone, click the WhatsApp button to save number to your phone for ‘Family Furniture’ WhatsApp messaging
- *NOTE: Lead time queries will only get a response if the order is outside standard lead times, as provided on the relevant product pages (*See ‘Additional Information’ tabs)
- Otherwise orders will be processed, as agreed on ordering, & as per the standard lead time(s) specified for the relevant payment & approval dates
- On receipt of feedback requests, the relevant ops team normally respond within 24 working hours (Working week days)
Trade Protection
We strive to provide the best protection for all parties concerned. Here are just a few trade protection incentive that have been put in place for your peace of mind –
- Registered Suppliers: Only reputable and registered supply outlets are permitted to do business
- Fair Trade: Strict policies, terms & conditions need to be adhered to protect all parties concerned
- Rating & Reviews: Buyers can view supply outlet ratings and reviews prior to purchase
- Communication: Direct messaging and contact with operation team(s) concerned
- Artwork: Digital artwork is provided for signed approval on all customized orders, prior to production
- Samples: May be provided for approval on high value orders, where applicable
- Window Period: Customers have 7 working days to raise any concerns on receipt of goods
- Fund Protection: All customer funds are kept in a holding account until the grace period expires
- Insurance: To be provided for high value deliveries where our couriers are used
- Have Your Say: Provide your own ratings and reviews by brand, product and/or supply outlet
- Feedback: Detailed feedback forms (received at our head office) are available regarding brands, products, service, supply outlets and more
- Deactivation: Supply outlets with unsatisfactory ratings will be deactivated until issues rectified or de-registered if there is no commitment to improve
- Performance: Various performance measures are undertaken for optimum risk management, security and performance, wherever possible
Delivery or Collection
*We Offer FREE or SPECIAL RATE Delivery for all local deliveries, wherever possible!
I. Courier Services
*Full tracking details will be provided on dispatch.
- Local Deliveries: Based on economy delivery services & rates –
- Main Cities (CBD’s/ Zone #1): ETA normally within 1-4 working days from dispatch date
- Zone #2 & #3 (More Remote Areas): ETA normally within +-1-5/7 working days – Give a few extra days for remote areas, where limited delivery services may be available (e.g. Selected week dates for delivery to your area)
- International Deliveries:
- Air Freight: ETA normally within 1-14 working days (*Ave: 7 Days) from dispatch date
- Sea Freight (Shipping): ETA normally within 1-25/45 working days (*Ave: 25 Days) from dispatch date – Give a few extra days for remote areas, where limited delivery services may be available (e.g. Selected week dates for delivery to your area)
*NOTE: ETA’s (Estimated Time of Arrival) provided are within normal economic conditions – Allow for longer delivery time frames in abnormal conditions or where limitations have been put in place that may be outside of our control (e.g. Covid-19 Pandemic).
II. Customer Collections & Your Own Courier
*Only available when online for your selection @checkout!
COLLECTION HOURS (BY LOCAL REGION TIME & DAY):
- Monday – Friday: 08h30 – 16h30
- Saturday: 09h00 – 11h30
- *Excluding Public Holidays
When placing an order online, you may have the option to collect or use your own courier – *Only when the option is made available online.
IMPORTANT: Only when your order is ready for collection and once full payment has been received, we will send you the collection details via email. This information will also be available on your online user account.
- On receipt of your collection notification, please collect your order from our dispatch outlet within 7 working days
- Use your order number provided as a collection refence to ensure efficiency & accuracy
IMPORTANT: When processing quotes & orders online, use the full & correct ‘city name’ (NOT suburb) in the delivery address ‘city’ text field & correct postal code for accurate delivery or collection options. For collections, standard dispatch lead times still apply, as above. Please use your order number (e.g. FF#1XXXX/ INXXXXX), as provided via email or as per your online user account, as a reference on collection.
*Learn ‘How to Shop by Location’ (as above), for ways to find products & services from outlets within your micro-region.
DELIVERY RATES
We try to ensure accurate online delivery rates for all regions, wherever possible. However, these may vary, particularly on larger/ bulk items or orders out of multiple factory outlets/ warehouses.
***All delivery rates may be subject to change, as per third-party service providers***
In rare circumstances where a delivery rate needs to be amended, we will notify you once parcel & delivery details are available. You can either top-up on the delivery amount, collect or use your own courier. Customized or items Manufactured On Order (MOO) are non-refundable on production and/or completion of order, even on delivery terms. T&C’s apply.
Delivery Q&A
Q: My items haven’t arrived yet. What can I do?
A: Please allow for the full ETA time from date of dispatch notification or contact the relevant courier company – As per the details supplied in your ‘shipment/ delivery’ notification email or as per the details on your online user account (*under orders/ shipments/ deliveries). If you still have not received sufficient feedback from the courier within a reasonable time frame, log into your online user account to send a direct message to our ops team for further assistance (*See ‘Communication’ section above for more).
Q: How do deliveries work if I order from another country/ region?
A: Delivery options will be provided when ordering online or you can select to use your own courier. Any order from outside our local jurisdiction will be best calculated, as per the options available on our website. However, any delivery criterion applicable for orders outside our local borders may be subject to change and we will be in contact is there are any required amendments to your purchase order or delivery service. Please note, any additional fees or services required outside the boundaries of our local control will be for the customer’s account only. Therefore, any additional fees, custom duties, taxes etc. are for your account.
For further information, please review our policies, terms and conditions.
Regional & International Deliveries: Any fee (i.e. Taxes/ import duties/ custom duties/ courier handling fees on arrival etc.) in your legal jurisdiction are for your account only.
IMPORTANT: If your parcel’s dimensions and/or weight are outside the specifications for the destination address, then you may be required to pay in an additional top-up fee for the delivery. If you would like to obtain any form of special delivery outside our normal or free delivery offering, when applicable, then you will be required to pay for any additional fees hereto. We always strive to dispatch orders within the dispatch times illustrated on our website and have your parcels delivered within the estimated delivery times provided to us by our service providers. However, delays may occur on occasion. In such instances, we will make every effort to ensure that you are keep up-to-date with the delivery status. All delivery costs, criteria and lead times may be subject to change. All purchase orders and deliveries are as per lead times, our policies, terms and conditions.
Take note of Lead Times, as above.
Returns/ Exchanges
Our primary objective is to provide you with accurate online information to minimize the chances of ‘returned goods’, wherever possible. If however, a product does need to be returned, please take note of the details below ~
- Stock Held Items (SHI): Get in contact to return or exchange an item within 7 working days on receipt of goods. Existing product(s) need to be returned for inspection – They should be in their original condition, unused and in their original packaging. Return costs are solely for the customer’s account unless agreed or stipulated otherwise. Supply outlet(s) standard return policies and warranties apply
- Manufactured On Order (MOO): Customized solutions or products manufactured specifically on order cannot be returned. In rare circumstances, where product faults may occur, these products will be fixed to standard working order, as required. Supply outlet(s) standard warranties apply
- Virtual Products or Services: Non-refundable once the product or service has been received. Any queries will be resolved amicably at management’s discretion
- Downloadable Products: Non-refundable once the product link has been sent for download. Any queries will be resolved amicably at management’s discretion
IMPORTANT: On ‘returnable products’, customers have a 7 working day window period to contact us for exchanges or returns – During this period, customer funds are held in a holding account, as per our trade protection policy. Thereafter, on expiration, payments will be made to the relevant suppliers of the materials and/or goods. Any exchanges or returns after the window period will be handled based on the supply outlet’s standard return policies, warranties or terms & conditions, where applicable.
- On successful inspection of ‘returned goods’, replacement products will be dispatched as soon as possible; Or refunds will be processed on the next scheduled refund date
- Refunds are processed in batches twice monthly (*Normally fortnightly intervals)
- On successful processing of a refund, a notification will be sent to you; Or status updates can be viewed on your user account
- See clause ‘24. Returns Policy’ of our terms and conditions for full details
DISCLAIMER: All logistical costs on returns are for the customer’s account unless agreed otherwise; at management’s discretion.
Business-2-Business (B2B) Partnerships
Select your preferred B2B Partnership option, as below:
Retailers + Resellers
If you are a business in retail or resale of goods and services, you may be able to obtain wholesale pricing for resale purposes. Only reputable and registered businesses may apply.
Become a Supplier
If you are a manufacturer, supplier or service provider – You can register to sell your products and services through our website. Only reputable and registered businesses may apply.