Delivery Information

DELIVERY
Please note that all items are shipped directly from our factory and Treehouse cannot be held responsible for any neglect or fault on the part of the courier. We undertake to try our best to resolve any possible problems that may arise. We back our products with a guarantee against manufacturing defects. Please see our terms below. Deliveries can only be made to a physical address.
 
SHIPPING CHARGES
Shipping charges are based on a volumetric weight of the items on your order. Shipping charges will only quoted once we receive your order. Please wait for our e-mail to advise shipping costs.  
 
SHIPPING GUIDELINES
All shipping charges are estimated and will be adjusted at the time your order is shipped. Please be sure to provide a correct email, delivery address and delivery contact number on your order. Orders will not be processed or shipped without charges having been approved by the client.
 
SHIPPING TIMES
All the items on our website are delivered directly to you from our factory. Please allow approximately 3-6 weeks for delivery of your order and 4-8 weeks for made to order items. In cases requiring urgent delivery please contact us directly. Please note that orders are only placed once we have received confirmation of your payment and the payment has cleared. The manufacturing time is calculated from payment date. Please allow additional time for orders shipped outside the main city centers.
 
Please note that Treehouse acts on your behalf by enlisting the services of the courier. Treehouse does not act as the courier and cannot be held responsible for delays or any other problems on the courier's behalf. We can track and trace your shipment. You are also welcome to make use of your own courier service but the service needs to comply to certain standards. Please enquire about our shipping advice.
 
Shipping quotations may be increased if :
a) the delivery staff/courier has to deliver the goods above a second floor unless they have agreed to do so in writing;
b) the delivery staff/courier supplies extra services at the Customer's request;
c) the stairs, lifts or doorways at which the delivery guys/courier must uplift or deliver the Customer's goods are inadequate for easy delivery or the road or approach are unsuitable for their vehicles, unless the Customer advised us in writing of these problems before we prepared the quotation;
Treehouse assumes no liability for orders shipped to incomplete or incorrect shipping addresses supplied by the customer. Any additional fees for such orders will be the responsibility of the customer.
If a package is refused upon delivery, the customer will be responsible for all shipping charges incurred for the return of the item. Charges will be applied to any refund due to refusal.
 
RETURN POLICY
We will consider reasonable requests to return goods under the following conditions.
 
ALL returns are subject to pre-approval on a case by case basis.
 
The items must be in their original condition, unopened, unused and returned in their original packaging.
 
Items that have been made to order cannot be returned. (non stock items/bespoke furniture)
Custom designs or specific colour choices cannot be returned.
You will be liable for the full transport costs (round trip - outgoing and incoming) which will be deducted from your refund. Please note that this may differ from your quote as we sometimes subsidise/discount or absorb additional costs.
 
Personally inspect packaging and note any damage on the receiving ticket before signing for it. If you have not opened the packages please write the words "unchecked" next to your name.
Please report any shortages or damages within 24 hours from the date of receiving your merchandise in writing via e-mail. Please explain the problem or defect and include any photographs if possible so that we may best assist you. It may be that only a replacement part is required instead of shipping the complete product back to us, which will be issued at our own discretion.
 
All merchandise is inspected before despatch and, should it be returned, will be inspected upon arrival at our end. Any returned items must be in the original condition with packaging and literature intact or in suitable similar packaging. Furniture unsuitably wrapped/packaged will be refused unfortunately. Please do not write on the box or deface the product packaging.
 
Any approved returns will be shipped via our couriers free of charge as covered by the shipping insurance against damage in transit. We will take responsibility for booking the collection with our couriers. Replacements can only be made once we have determined that there was a manufacturer defect or damage caused during transit. Items that are received with shipping damage will be replaced with the same or similar item at no charge.
If it is subsequently found that the returned merchandise is not defective or damaged, the customer will be liable for all shipping costs.
 
All custom made orders are made especially for you and are therefore final sales. We cannot accept returns, cancellations or exchanges on custom orders unless there is a manufacturer defect.
 
All returns will be subject to a 10% handling fee.

In the unlikely event that you have a problem with a product, please contact us. The items that we sell are backed by a 6 month manufacturers guarantee. We will determine if replacement parts or a replacement products need to be sent. 
 
Should you experience any problems please contact Anna - info@treehouseonline.co.za
 

 

 

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