CUSTOMER SERVICE
DELIVERY:
Delivery time?
Please note:
At Couch Comfort, we take pride in delivering the finest quality products tailored to your preferences. Unlike traditional stock models, we believe in providing you with a unique, freshly crafted couch that truly reflects your style. Personalization is key, and we offer an extensive range of fabrics and leathers for you to choose from.
Once you place your order, we swiftly forward it to our trusted network of suppliers’ production teams. The production process usually takes between 2 to 8 weeks. In the event that your order is ready before or after this estimated timeframe, we will promptly notify you.
Our commitment is to provide you with the highest quality, freshly prepared product, ensuring your satisfaction with every purchase. Thank you for choosing Couch Comfort – where your comfort is our priority.
Depending on your purchase, the production time varies. Each supplier has a different waiting period. If your order is shipped before or after the specified date, we will notify you.
Please note that delivery times are estimates and although we work closely with our delivery partners to get your order to you as soon as possible, certain factors may cause your delivery to be delayed.
Where do you deliver to?
Please note: We require an exact physical address in order to deliver. We do not deliver to locations , farms or where the delivery address is on gravel road.
Couch Comfort work with different transport agency’s.
Please see the following table for our delivery areas.
If your area are not included , please contact us.
I live outside of South Africa?
Sorry! We currently do not deliver across the border or do international shipping. You can arrange to collect from one of our stores.
LOCAL DELIVERY
| MONDAY & THURSDAY | ||||
| Goodwood | Parow | Elsies Rivier | Belville | Stikland |
| Kraaifontein | Brackenfell | Epping | Kuilsrivier | Durbanville |
| TUESDAY & FRIDAY | ||||
| Blackheath | Wellington | Paarl | Stellenbosch | Somerset West |
| Strand | Gordans bay | Airport Industria | Franschoek | |
| Athlone | Rondebosch | Claremont | Wynberg | Kenilworth |
| Newlands | Bishops Court | Constantia | Tokai | Ottery |
| Westlake | Kalk bay | Fish Hoek | Noord hoek | Kommetjie |
| Simonstown | Hout bay | |||
| Maitland | Pinelands | Sal river | Woodstock | City Centre |
| Greenpoint | Three Anchor Bay | Sea point | Camps Bay | Bantry Bay |
| Clifton | Gardens | Kensington | Paarden Island | |
| TUESDAY & WEDNESDAY | ||||
| Milnerton | Table view | Montagu Gardens | Killarney Gardens | Melkbosstrand |
| Bloubergstrand | Parklands | Sunningdale | Tulbagh | Langebaan |
| Malmesbury | Abbotsdale | Darling | Piketberg | Riebeeck Kasteel / West |
| Moorreesburg | Atlantis | Kalbaskraal | Yzerfontein | Porterville |
ZONES FOR STANDARD DELIVERY
|
Zone 1 (Via JHB) |
Northern Province |
Warmbaths, Nylstroom, Potgietersrus (Bela Bela), (Modimolle), (Mokopane) Pietersburg, Polokwane |
| North West Province | Rustenburg, Orkney, Klerksdorp, Potchefstroom | |
| Mpumalanga | Witbank, Middleburg, Nelspruit | |
| Free State | Virginia, Welkom, Kroonstad | |
| Zone 2 | Kwazulu – Natal | Durban central only |
| Zone 3 | Kwazulu – Natal | Pietermaritzburg |
|
Zone 4 (via JHB) |
Far Limpopo |
Louis Trichardt, Thouoyandou Phalaborwa, Tzaneen |
|
Zone 5 (via JHB) |
Far Mpumalanga | Hazyview |
| Zone 6 | F.S , Northern Cape | Bloemfontein, Kimberley Direct |
| Zone 7 | Western Cape | Worcester, Beaufort West Direct |
| Zone 8 | Garden Route | Humansdorp , Jeffreys Bay , Plettenberg Bay |
| Knysna, Wilderness, George, Mosselbay | ||
| Zone 9 | Eastern Cape P.E | Port Elizabeth, Uitenhage |
| Zone 10 | Eastern Cape E.L | East London, Kingswilliams Town |
| Queenstown (Via JHB only) | ||
| Zone 11 | Eastern Cape Coast | Gramstown, Port Alfred |
| Kenton – On – Sea (Via JHB only) | ||
| Zone 12 | Gauteng | Johannesburg, Pretoria |
Working days are defined as Mondays to Fridays. Excludes Saturdays , Sundays and public holidays. Should you require delivery on a weekend, please contact us before you complete your order / check out and we can see if we can assist.
What if my area are not included / not easily accessible ?
If your area are not included , please contact us.
Should your area not be easily accessible or not within the fee delivery range, we are entitled to contact you and advise that there will be a delivery fee applicable to your area and the free delivery promotion does not apply. Should you not wish to pay this delivery fee, you may cancel your order and be refunded ( provided our order has not already been processed and dispatched)
Can I collect my products:
Our delivery service is an optional extra service offered. Your own transport can be used / arranged. All goods remain the property of Couch Comfort until amount is paid in full & has reflected in our bank account.
Do I need to be home to sign for my delivery?
Yes, we require that the delivery document be signed by the customer or any authorized representative or employee of the customer, once goods have been delivered and inspected . to indicate that each item has been received in good order. It is the customer’s responsibility to thoroughly inspect all goods upon delivery before signing that the goods have been received.
Couch Comfort cannot be held liable for any damages that aren’t marked clearly on the delivery note.
When will my order be delivered if I order now?
Once your order has been processed, you will be contacted to advise when delivery will take place. Due to the nature and size of our products, it makes it difficult for us to give a definitive delivery time.
How much does delivery cost?
We will always strive to offer you free delivery to your home. If your area are not included in the free delivery areas as indicated above, please feel free to contact us.
Can I pay cash on delivery ( COD)
Cash on delivery is not accepted.
How are my products delivered?
All our products are delivered unassembled. Please contact us if you want assembly service before you place your order.
ASSEMBLY OF MY PRODUCTS?
Many products are delivered unassembled. Assembly instructions for these products are provided. Under the additional information on each product on the website, it will tell you if the product requires assembly. Items delivered unassembled will require self – assembly.
Should you require assembly after your order has been delivered, please contact us.
STOCK AVAILABILITY:
At Couch Comfort, we take pride in delivering the finest quality products tailored to your preferences. Unlike traditional stock models, we believe in providing you with a unique, freshly crafted couch that truly reflects your style. Personalization is key, and we offer an extensive range of fabrics and leathers for you to choose from.
Once you place your order, we swiftly forward it to our trusted network of suppliers’ production teams. The production process usually takes between 4 to 6 weeks. In the event that your order is ready before or after this estimated timeframe, we will promptly notify you.
Our commitment is to provide you with the highest quality, freshly prepared product, ensuring your satisfaction with every purchase. Thank you for choosing Couch Comfort – where your comfort is our priority.
Although all product items are displayed on the website, this is no guarantee that there is stock available in the store.
CAN’T FIND A PARTICULAR PRODUCT?
Should you not find what you are looking for on our website, please do not hesitate in contacting us so we may assist in finding what you are looking for.
CONTACT HOURS:
MONDAY – THURSDAY : 09:00 – 17:00
FRIDAY : 09:00 – 16:00
SATURDAY: 09:00 – 12:00
STORE HOURS:
MONDAY – WEDNESDAY : 09:00 – 17:00
THURSDAY : 13:00- 17:00
FRIDAY : 09:00 – 16:00
SATURDAY: 09:00 – 12:00
SUNDAY: Closed
PAYMENTS:
PAYMENT OPTIONS ACCEPTED ONLINE:
Credit Cards / Debit Cards / Cheque Cards
Payment gets deducted from your account immediately and we can start processing your order right away
Direct Bank Deposit or Electronic Funds Transfer (EFT)
If you want to make use of EFT , please contact us to place your order.
Payment must be made within 5 days of placing your order. Your order will only be processed once full payment is reflecting in our account which can take up to 3 working days. Your order number must be used as a reference number.
I want to make use of the Pay Just Now option?
Pay over 3 zero-interest instalments with PayjustNow.
SECURE PAYMENTS:
We’ve teamed up with Yoco and Pay Just Now to bring you a secure and easy way of paying for your orders via credit card, or make use of our banking details for EFT payments.
BANK DETAILS:
BANKING DETAILS FOR BANK DEPOSIT OR EFT:
Bank: FNB
Account Number: 62833501465
Branch Code: 200507
Account Name: COUCH COMFORT
Account type: Cheque account
Use your ORDER NUMBER / NAME & SURNAME as the reference number for your payment.
Please deposit the exact amount as indicated on the invoice.
Please email proof of payment : pop@couchcomfortwarehouse.co.za
Please keep your proof of deposit / transfer in case of queries.
FOUND IT CHEAPER?
We strive to always provide our customers with not only the best service but with the best prices as well. Contact us should you find your product cheaper elsewhere.
CAN I CANCEL MY ORDER?
If the order has not yet been processed, it can be canceled.
Please call us on 072 054 6359 and we can assist you.
HOW DO I CANCEL MY ORDER?
You can email us on returns@couchcomfortwarehouse.co.za or you can call us on 072 054 6359 within 7 working days of receiving your order and we can advise the options available to you. Please make sure to read out detailed Returns Policy.
I HAVE A QUERY REGARDING AN ONLINE PURCHASE:
You can email us on info@couchcomfortwarehouse.co.za or you can call us on 072 054 6359.
WHERE IS COUCH COMFORT LOCATED?
Both our showrooms is located in Hoogst, Malmesbury, Western Cape.
CAN I HAVE DIRECTIONS TO YOUR STORES?
Please click here to download a map to your nearest store.
DO YOU DO LAY-BYES?
We do not allow Lay – byes for online purchases.
Please call us for in store Lay-byes.
CAN I TRACK MY ORDER?
Once we’ve received your order, you will be contacted within 1 to 2 working days to advise when delivery will take place.
Please contact us on 072 054 6359 or email us at info@couchcomfortwarehouse.co.za should you have any queries or concerns.
Please note with regards to delivery that working days are defined as Mondays to Fridays.
This excludes Saturdays, Sundays and public holidays.
You will receive updates on the production of your purchased products via email or SMS. It is critical to us that you understand where your items are located within the fabrics.
HOW DO I CARE FOR MY FURNITURE?
Please view our Cleaning & Care Guide.
HOW MUCH WILL IT COST ME TO RETURN?
For products that are not defective, handling charges will be applicable. In terms of the Electronic Communications and Transactions Act 25 of 2002, for non-defective items you (the customer) are liable for the delivery and collection costs of these products.
Please contact us regarding the cost of your returned item.
Where defective items are replaced, Couch Comfort is liable for the collection and delivery costs.
MY PRODUCT/S HAVE ARRIVED DAMAGED, WHAT MUST I DO?
It is the Customer’s responsibility to thoroughly inspect all goods upon delivery/collection before signing that the goods have been received.
You have the right to refuse delivery of any product that is visibly damaged upon delivery. Please stipulate clearly that you have not received the goods with a brief description of the damage on the delivery note. The driver / delivery company will take the product/s back with them and return them to Couch Comfort. Please contact us immediately to report this.
If damage to a product/s only becomes apparent after delivery, you have 24 hours to report the damage to us. We will always endeavor to solve problems with damaged items as speedily as possible.
Please follow the steps and read the terms as set out in our detailed return policy.
I DON’T LIKE WHAT I HAVE RECEIVED / IT DOESN’T FIT, CAN I RETURN MY PRODUCTS?
Yes you can, within 7 workings days. Please check our full returns policy for the terms and conditions that apply to this here.
IS THERE A WARRANTY ON PRODUCTS?
Couch Comfort only deals with recognized brands hat adhere to the highest quality manufacturing standards. This is why every product sold by Couch Comfort I backed by a manufacturer’s warranty against any defective workmanship or materials for a period of time determined by the manufacturer. Please see different warranties under descriptions of items.
Warranties apply for domestic use only. Goods used for commercial use are not covered unless specifically stated on the invoice.
In the event of having to make a claim contact us – 072 054 6359
Please allow for up to 2 weeks for evaluation of your claim which may include an inspection of your goods. You will need to keep your proof of purchase in a safe place.