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Frequently Asked Questions

Care & Maintenance

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.

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

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.

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

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)

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.

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.

Delivery Option Order Value Delivery Charge How Long It Takes (ETA)
Homeware Delivery Orders Over R10 000 **Free Up to 7-10 working days
Orders Under R10 000 R150
Furniture Delivery Orders Over R50 000 **Free Up to 7-10 working days
Orders Under R50 000 R350

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

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)


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.

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.

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

Essops will process your return request in the following circumstances:

    If your purchase falls under the ECT Act, you may return an undamaged, non-defective product in the event that you change your mind about the product within 7 (seven) business days of delivery of products, which return shall incur a collection charge, equivalent to the initial delivery fee.
    You may return a product if you have not had the opportunity to inspect the product and upon inspection the goods do not meet the type or quality reasonably expected from the agreement, within 10 (ten) business days of delivery free of charge. Essops may charge an additional fee for wear and tear.
    You may return a product which is breaches the statutory warranty within 6 (six) months after delivery, free of charge.

Returns Procedure

    Should you wish to a return a product, you will need to log a return request following the below procedure dependant on where your product was purchased.
    If you purchased your product in one of our Retail stores or Online e-commerce Site, you are required to manually log a return with order details and pictures on the Returns Portal : www.essops.co.za/contact/product-returns/
    Once your return request has been logged we will assess your return request.
    As you agreed to inspect the product for defects or damage before accepting delivery, you are encouraged to submit photographic proof and you must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in your possession.
    Should we be of the opinion that your product is returnable we will contact you to arrange collection or advise you if you may drop off the product at one of our distribution centres or stores (product and store dependant)
    Once the return has reached our warehouse or store, the product will be inspected before the return is processed.
    If you have proven that the statutory warranty has been breached, you may choose a refund, store credit, repair or an exchange if possible.
    If you have proven that any of the extended warranties have been breached, we may offer you a repair, exchange or store credit at our discretion.
    Should you wish to elect a refund, the refund be processed only once you’ve provided our accounts department with confirmation of bank details by way of bank confirmation letter and your bank details have been verified.
    All refunds will be processed every Friday, allowing 2 – 4 business days for the funds to reflect once the credit has been processed.

 Essops will evaluate the defect and honour warranties 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 customer duly complied with the care instructions and maintenance.

Please take note that for public health reasons, we do not allow the return of linen and bathroom products. If, however, your linen and bathroom products arrive damaged we will refund or replace them when we are at fault.

In addition to a product being returnable in terms of the Returns Policy above, if for any reason the customer wishes to exchange or return their homeware purchase, the customer may do so within 10 business days of purchase. Goods must be returned in their original condition and packaging along with the original invoice. The customer may choose to either exchange the homeware purchase or take a store credit for the value of the homeware goods.

Return and exchange of homeware products in line with this section must be done so in-store at your nearest retail store.

For public health reasons, we cannot accept the return or exchange of linen or bathroom goods.

It is acknowledged that exchanges are subject to homeware product availability at the time of the request for exchange.

Physically altered or partially disassembled product may not be returned or exchanged. Essops will check the condition of products presented for exchange or returned accordingly.

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

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.

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.

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.

Mattresses will be warranted as per manufacturer’s warranty.


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

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.

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.

Website Related Questions

Essops appreciates customer feedback. Send us comments, questions or concerns by completing the feedback form under ‘Contact Us’ on the website https://www.essops.co.za/contact/.
If necessary, one of our dedicated staff members will be in touch with you following your feedback.

Yes, We offer online purchases. Click on the “Add to Cart” icon to start shopping.

Essops does not retain or collect any information from the users of this site. Cookies are used for tracking purposes and for session management.

Essops stores stock a variety of unique and antique products. These products are not mass produced and are in high demand, so due to this they will not all be featured on the site.

Products

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.

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.

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.

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

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