Delivery & Collection
● You may choose to receive your purchase in one of several ways:
○ Collection from the Warehouse for specific smaller items, which your sales consultant will confirm with you.
○ Collection from our warehouse. 

CPT: Arrangements to be made with CPT showroom consultant

JHB: Collection only at 25 Beaufort Street Troyeville.

○ Delivery to destination e.g., Home, office. We will charge a delivery fee for every delivery you request, which will be quoted and billed at the time of purchase, depending on your product choice and delivery address.

● Our Customer Care Support Team will confirm the delivery or collection date directly with you. The sales consultant is unable to confirm delivery as our logistics team plans the routes
according to the deliveries to be made.
○ We deliver Monday to Saturday (excluding public holidays) and may use third parties from time to time. Our ability to deliver is also always subject to certain factors, including the availability of the goods and the supply of accurate delivery address details.
■ We can only deliver the goods if it can fit into lifts, on staircases, through passages and through doors at the delivery address. The maximum couch length that can be fitted into an elevator must not exceed 2.2m. Please check before confirming delivery.
■ We confirm the date of delivery only when booking the delivery. The night before, when we have completed the route planning, you will receive an SMS indicating a three-hour slot estimate for your delivery. When the delivery crew is at the delivery address before yours, you will receive an SMS indicating so.
○ Delivery fees may change at any time until you have confirmed your sales order by payment.
○ Additional delivery charges (which will vary, depending on your delivery address) may apply to outlying areas or to additional hoisting services. The delivery fee and any additional charges applicable to your order will be communicated to you and must be paid before delivery.
■ If the flat or apartment does not have a suitable lift for the furniture, the Koopfurn delivery team will only be permitted to carry the items up to 3 floors in height, providing the stairwell and passages are wide enough to accommodate the items without any damages to the goods.
■ Koopfurn delivery teams are not equipped to hoist goods over balconies. Should hoisting of goods be required, a dedicated, appropriately equipped team would be required and will be subject to an additional charge.
■ Certain products are not suitable for hoisting due to their weight or fragility. Please see our website for a list of these items.
○ The customer will be charged for additional delivery costs due to failed deliveries, access problems and/or failure to adhere to the appointment time for the delivery.
○ We will always do what is reasonably possible (but cannot guarantee that we will be able) to ensure that delivery happens as confirmed with you.
■ We will arrange for delivery to the delivery address that you provided to us. We are not responsible for any loss or unauthorised use of the goods once we have delivered the goods to the delivery address you have provided to us.
■ For deliveries to complexes, you are responsible for confirming body corporate regulations on truck sizes, as our delivery crew is unable to carry the product to your house from the entrance of the complex. Our call centre will email confirmation of the telephonic discussion to you, after confirming the date of delivery; it is your responsibility to check this to prevent aborted delivery/ additional delivery fees.
○ You must ensure that we can access the place of delivery, and that the location is cleared for the goods to be delivered.
■ We will place the goods delivered where you choose but are not permitted to re-arrange your furniture or clear areas in preparation for the delivery or remove unwanted goods from the premises.
■ Please remove all valuable or breakable items from the delivery site and that your pets and small children are secured in a safe location away from the delivery crew and site. We do not take responsibility for any items claimed to be missing or broken.
● We deliver assembled goods or assemble the product at your delivery address.
○ This assembly service, if the item comes unassembled, is free of charge.
■ If our delivery crew arrives without the correct tools, we will arrange a time suitable for you for their return to complete the assembly job.
■ If you require us to assemble the goods later than the delivery date, we will charge you a call-out fee, which must be paid in advance.
■ We are not liable for any damage to goods, missing parts or personal injury you or anyone else may suffer if you assemble the goods yourself. We will not accept return of goods, nor will we replace goods that were damaged when you assembled it.
○ Furniture delivered will be unwrapped on site and the packing and wrapping material removed unless requested otherwise.
● To ensure that our customers and courier partners are kept safe during COVID:
○ Our warehouse staff follow all stipulated safety and hygiene guidelines.
○ Our delivery crews wear masks, use sanitiser and keep a distance of at least 1.5m.
○ We ask you to do your part too by:
■ 1. Wearing a mask when you receive goods
■ 2. Allowing for a distance of 1.5m between you and our couriers
■ 3. Sanitising your goods when you’ve received them
● Please do not tip or pay our delivery crew members.
● Our delivery crew’s responsibility is to deliver your goods to you. All information regarding product quality or any other product-related questions should be directed to your sales
consultant or our call centre.
● Accepting your delivery
○ We will attach guarantees and care instructions (if applicable) to your order confirmation email.
○ On delivery we will require that you or your authorised representative sign for the goods to confirm receipt of goods.
○ If you are unable to accept the goods yourself, please ensure that you or your authorised representative are available at the delivery address. If anyone else accepts delivery of the goods at the delivery address, they are presumed to be authorised to accept the goods on your behalf.
○ If no one is at the delivery address to accept delivery, we will contact you to arrange an alternative time. You will be charged additional delivery charges if we cannot deliver the goods to you due to access problems or if you are not available when we deliver the goods or you did not confirm the correct truck for your complex.
○ If we are unable to deliver the goods to you after three attempts, or should we deem it appropriate under the circumstances, we reserve the right to cancel your order, deduct charges we have incurred for failed deliveries or additional storage, and refund the balance due to your Koopfurn account.
● Inspecting the goods
○ You must inspect the goods when they are delivered to you.
○ If you are satisfied that the goods are in good condition and not damaged, you or your representative must sign the invoice, which will be proof that the goods have been delivered in a good, undamaged condition.
○ If the goods are damaged in any way, you must:
■ Note the reason for rejecting the goods and the nature of the damage on the invoice – this will be communicated to us when the truck returns to the warehouse, so please expect a call from our Customer Care Support Team to discuss the way forward.
■ We recommend you take pictures and videos and email them to info@koopfurn.co.za with your sales order number. Include a copy of the notes you made on the invoice.
■ Do not accept delivery of the goods.
○ If you do not note the reason for rejecting the goods and the nature of the damage on the invoice and you keep the goods, we are entitled to regard the goods as if they were in good condition and not damaged when delivered to you.
○ If our delivery crew damages your property, please send photos and details of damage to info@koopfurn.co.za for an assessment. Please expect a call from our Customer Care Support Team to discuss the way forward.
● Courier
○ We sometimes make use of courier services to deliver the goods to you. By shopping with us, you agree that we may share your personal information with our couriers so they can deliver your goods to you. Please refer to our Privacy Statement for more information.
● Collection from a Koopfurn showroom or warehouse
○ The call centre will call you at least two working days before you intend to collect the goods (“working days” means weekdays: Monday to Friday, excluding public holidays). For collections from any showroom, you will receive a call from the sales consultant instead.
■ The agent will confirm directly with you who will collect the goods, and the date and time of collection. If you arrive without a collection appointment, we may not be able to give you your product, due to our quality control process and picking schedule.
■ If applicable, the agent will confirm whether you want your furniture to be assembled before collection.
○ The person who collects the goods must have the original order confirmation, the original proof of purchase such as the invoice and produce a form of identification.
○ You or your representative must inspect the goods when they are collected and sign a collection slip, which will be proof that the goods were collected in good, undamaged condition.
■ If the goods are damaged in any way, you must notify us immediately and not take the goods with you.
■ You accept full responsibility for the goods once they leave our store or warehouse and we will not be held liable for any loss or damage to the goods, whether you, your representative or a third-party transporter collected the goods. For this reason, customers are encouraged to inspect products prior to leaving our premises.