Frequently Asked Questions
Find answers to the most common questions about our products, services, and policies.
Our showroom is open Monday through Friday from 9:00 AM to 6:00 PM, Saturday from 10:00 AM to 4:00 PM, and closed on Sundays. During public holidays, our hours may vary, so please check our website or social media for updates.
Yes, we offer professional interior design services. Our team of experienced designers can help you create a cohesive look for your space, select furniture pieces that complement your style, and provide layout recommendations. Design consultations can be scheduled in-store or at your home for a fee, which is credited toward your purchase if you buy furniture from us.
Yes, we have a spacious showroom located at 123 Furniture St, Nairobi, where you can see, touch, and test our furniture in person. Our showroom features room setups to help you visualize how our pieces might look in your home. We encourage you to visit us to experience the quality and comfort of our furniture firsthand.
We accept various payment methods including M-Pesa, credit/debit cards (Visa, Mastercard), bank transfers, and cash for in-store purchases. For online orders, you can pay using M-Pesa or credit/debit cards. We also offer financing options through our partner financial institutions for qualifying purchases.
We use a variety of high-quality materials including solid hardwoods (mahogany, oak, walnut), engineered wood, premium fabrics, genuine leather, and metal accents. All our materials are carefully selected for durability, sustainability, and aesthetic appeal. Each product page specifies the exact materials used for that particular piece.
Each piece of furniture comes with specific care instructions. Generally, wooden furniture should be dusted regularly with a soft cloth and cleaned with appropriate wood cleaners. Avoid placing wooden furniture in direct sunlight or near heat sources. For upholstered furniture, regular vacuuming and prompt cleaning of spills is recommended. Leather furniture should be conditioned periodically to prevent drying and cracking.
Yes, we offer fabric and color samples for most of our customizable furniture. You can request samples in-store, by phone, or through our website. We provide up to 5 free samples per order, and additional samples can be purchased for a small fee. Samples typically arrive within 3-5 business days.
Yes, all our furniture comes with a warranty. Standard items have a 1-year warranty against manufacturing defects. Premium collections come with a 3-year warranty, and our signature pieces have a 5-year warranty. The warranty covers structural issues and manufacturing defects but does not cover normal wear and tear, improper use, or damage caused by accidents.
Delivery times vary based on product availability and your location. In-stock items typically deliver within 1-3 business days in Nairobi, 3-5 business days to other major cities, and 5-7 business days to remote areas. Made-to-order items take 2-4 weeks, and custom builds can take 4-8 weeks. You'll receive an estimated delivery timeframe when you place your order.
Once your order is confirmed, you'll receive an order confirmation email with your order number. You can track your order status by logging into your account on our website or by contacting our customer service team with your order number. For deliveries, our team will contact you to schedule a delivery date and time, and will call you approximately 30 minutes before arrival on the delivery day.
For in-stock items, you can change or cancel your order within 24 hours of placing it without any penalty. For made-to-order or custom items, changes or cancellations must be made within 48 hours of placing the order. After these timeframes, changes may not be possible, and cancellations may incur a restocking fee of up to 30% of the order value, depending on the production stage.
Yes, we offer professional assembly services for an additional fee. Small items like chairs and side tables cost KSh 1,000 per item, medium items like dining tables and desks cost KSh 2,000 per item, and large items like beds and wardrobes cost KSh 3,000-5,000 per item. You can add assembly services during checkout or arrange them after delivery by contacting our customer service team.
We accept returns within 30 days of delivery for most items. The items must be in their original condition, unused, and with all original packaging and tags. Custom-made furniture, clearance items, mattresses that have been unpacked, and gift cards cannot be returned. Please refer to our Return Policy page for complete details.
To initiate a return, contact our customer service team by phone or email with your order number. Once your return request is approved, you'll receive a Return Authorization (RA) number and instructions. You can either arrange for the item to be picked up by our delivery team (fees may apply), return the item to our showroom in person, or ship the item back using a carrier of your choice (at your expense).
Once we receive and inspect your return, refunds are typically processed within 3-5 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution, usually 7-10 business days. Refunds are issued to the original payment method used for the purchase and include the purchase price of the returned item(s), but not the original shipping charges unless the return is due to our error.
If you receive a damaged item, inspect all items at the time of delivery before signing the delivery confirmation. If you notice damage, note it on the delivery receipt and take photos if possible. Contact our customer service team within 48 hours of delivery, providing photos of the damage and your order information. We will arrange for a replacement or refund as appropriate at no additional cost to you.
Our custom build service allows you to create furniture pieces tailored to your specific needs and preferences. You can provide your own designs, sketches, or ideas, and our craftsmen will bring them to life. We can customize dimensions, materials, finishes, and features to create unique pieces that perfectly fit your space and style.
The custom build process starts with you submitting your design or idea through our website or in-store. Our design team will review your request and contact you within 1-2 business days to discuss details and provide a quote. Once you approve the design and quote, we'll require a 50% deposit to begin production. Our craftsmen will then create your piece, which typically takes 4-8 weeks depending on complexity. We'll keep you updated throughout the process and arrange delivery once your piece is complete.
Custom build costs vary widely depending on the complexity of the design, materials used, size of the piece, and special features. Simple custom pieces might start at KSh 25,000, while more complex or larger items can range from KSh 50,000 to KSh 200,000 or more. We provide detailed quotes before beginning any work, and there are no hidden fees. The quote includes design, materials, craftsmanship, finishing, and quality control.
Minor changes may be possible during the early stages of production, but they could affect the timeline and cost. Significant changes after production has begun are generally not possible or may require starting over with a new order. This is why we have a detailed design approval process before beginning production. We recommend carefully reviewing and confirming all aspects of your design before approving it for production.