Frequently Asked Questions (FAQ)

Last Updated: October 29, 2025

1. About Our Company

Q: Where is your company based?
A: We are proudly based in South Africa, serving customers nationwide. All orders are shipped exclusively within South Africa.

Q: What types of products do you sell?
A: We specialize in party and event equipment, including tents, tables, chairs, catering tools, electronics, toilets, trailers, and machinery for all occasions.

Q: How can I contact your customer support team?
A: You can reach us through:

2. Orders & Payment

Q: How do I place an order?
A: Browse our website, select your products, add them to your cart, and proceed to checkout. You will need to provide shipping and billing information to complete your order.

Q: What payment methods are accepted?
A: We accept Direct Bank Transfers only. All payments must be cleared before the order is shipped. We don’t offer Cash on delivery

Q: Is it safe to pay online?
A: Absolutely. All payment information is processed through trusted, secure third-party payment providers. We never store your card or banking information on our website.

Q: Can I pay in installments?
A: Currently, we only accept full payment at checkout. Future installment options may be available and will be updated on the website.

3. Shipping & Delivery

Q: Do you ship outside South Africa?
A: Yes, we currently ship to South Africa and Zimbabwe.

Q: How much does shipping cost?
A: We charge a flat-rate: R 800, which is calculated at checkout and excludes VAT.

Q: How long will my order take to arrive?
A: Delivery times vary depending on your location. Typical deliveries are completed within 2–3 business days (Mon – Sat), but delays may occur due to unforeseen circumstances.

Q: Can I track my order?
A: Yes. Once your order is dispatched, we will provide a tracking number and link to monitor your shipment.

Q: What happens if I am not available during delivery?
A: Please ensure someone is present at the delivery address. If delivery fails, the courier may attempt redelivery or contact you to arrange a suitable time.

4. Installation & Assembly

Q: Do you offer installation or assembly services?
A: Yes, we provide professional installation for selected products. Installation fees apply, and scheduling requires 48 hours’ notice.

Q: What do I need to prepare for installation?
A: Customers must ensure the area is safe, accessible and free of obstacles. We are not responsible for damages caused by unsafe or unprepared sites.

Q: Can I assemble the products myself?
A: Yes, all products come with assembly instructions. If you prefer, our professional team can handle setup for a seamless experience.

5. Cancellations, Returns, & Refunds

Q: Can I cancel my order?
A: Orders can be canceled within 12 hours of placement. After this period, cancellation may not be possible if processing has begun.

Q: What is your return policy?
A: Products can be returned within 14 business days (Mon – Sat) of delivery. They must be in original condition and packaging.

Q: When will I receive my refund?
A: Refunds are processed within 7 business days (Mon – Sat) of receiving and inspecting the returned product.

Q: What if my product is damaged or defective?
A: Report damages or defects within 48 hours of delivery. We will provide a replacement or refund promptly.

6. Product Information & Quality

Q: Are product descriptions accurate?
A: Yes. We make every effort to provide accurate descriptions, images, and specifications, but availability may change.

Q: Are your products safe to use?
A: All products meet safety standards. Please follow assembly instructions and safety guidelines.

Q: Do your prices include VAT?
A: Prices are displayed in South African Rand (ZAR) and exclude VAT.

7. Customer Accounts & Privacy

Q: Do I need an account to make a purchase?
A: Not necessarily. Guest checkout is available for most products, though creating an account can make future orders faster.

Q: How is my personal information used?
A: Your data is handled according to our POPIA-compliant Privacy Policy, and is only used to process orders, communicate updates, and improve our services. We never sell your personal data.

Q: Can I update my personal information?
A: Yes. Log in to your account or contact customer support to update your details.

8. Product Support

Q: How can I get support for my product?
A: Contact our support team via email or phone for assistance with installation, troubleshooting, or product inquiries.

9. Promotions & Discounts

Q: How can I receive promotions or discounts?
A: Subscribe to our newsletter or opt-in for promotional emails. Offers are sent periodically and are subject to terms and conditions.

Q: Are promotions guaranteed?
A: Promotions may be modified, withdrawn, or canceled at any time without prior notice.

10. Legal & Compliance

Q: What laws govern your website?
A: All transactions are governed by South African law, and disputes fall under the jurisdiction of South African courts.

Q: How do you comply with data protection laws?
A: We adhere to the Protection of Personal Information Act (POPIA), ensuring your data is secure, private, and lawfully processed.

11. Safety & Liability

Q: Are there safety instructions for using your products?
A: Yes. Products come with assembly and safety instructions. Customers must follow these guidelines to avoid accidents or damage.

Q: Are you liable for accidents or misuse?
A: We are not liable for damages, injuries or accidents caused by improper use or unsafe handling of our products.

12. Shipping Delays & Force Majeure

Q: What if my delivery is delayed?
A: Delays may occur due to weather, transport disruptions, strikes, or other circumstances beyond our control. We will notify you of any significant delays.

Q: What is force majeure?
A: We are not responsible for events outside our control, including natural disasters, pandemics, or other emergencies.

13. Contact & Support

Q: How can I get help if I have a question not listed here?
A: Contact our customer support team via email or phone. We are always happy to assist and provide guidance. Contact us:

Business Name: Exotic Even Furniture

Address: 16 Mimosa Street, Mink Business Park, Hermanus 7200, South Africa

Phone: +27 73 522 4489

Email: support@exoticevenfuniture.co.za

Business Hours: 9:00 AM – 17:00 PM (Mon – Sat), (GMT+02:00) South Africa Standard Time (Johannesburg)