FREQUENTLY ASKED QUESTIONS
Carly Thella Home & Décor
Thoughtfully Sourced. Beautifully Curated.
Welcome to our Frequently Asked Questions.
We’ve put together answers to common questions about ordering, payments, deliveries, returns, refunds and customer support to help make your shopping experience as seamless as possible.
For more detailed information, please refer to our Terms & Conditions and the relevant store policies.
1. ORDERS & PURCHASING
How do I place an order?
You can shop directly through our website at https://carlythella.co.za.
Simply select your preferred products, choose any available size, colour or variation, add them to your basket and proceed to checkout.
Before completing your purchase, please review the product descriptions, dimensions, specifications, availability and applicable delivery information.
Can I place an order through WhatsApp?
Yes. We accept orders through our official WhatsApp Business channel.
WhatsApp Business: +27 83 684 0853
Once you’ve selected your products, we’ll provide a written order summary, relevant policy links and the total amount payable.
After confirming the order details and product availability, we’ll send you a secure payment link.
Your order will be processed once payment has been successfully verified.
How long does order processing take?
Standard orders generally require up to 7 business days for processing before dispatch.
This allows us to verify payment, confirm stock availability, complete quality checks, prepare packaging and coordinate the appropriate delivery arrangements.
Processing times are separate from delivery times.
Orders placed over weekends or South African public holidays will generally begin processing on the next business day.
Can I change or cancel my order after placing it?
Please contact us by email as soon as possible if you need to amend or cancel your order.
Whether a change can be accommodated depends on the order’s processing status, product availability and whether sourcing, production or dispatch arrangements have already commenced.
Specially sourced, imported, customised and made-to-order products may be subject to specific cancellation conditions.
Any applicable statutory cancellation rights remain unaffected.
Email: orders@carlythella.co.za
What if a product becomes unavailable after I have paid?
If a product becomes unavailable, we’ll contact you to explain the circumstances and discuss the available options.
Depending on the product, these may include waiting for replenished stock, placing a back order, selecting an alternative product or receiving a refund where applicable.
Where we cannot fulfil an order, we will honour the customer’s applicable legal rights, including any required refund.
2. SHIPPING & DELIVERY
Do you deliver throughout South Africa?
Yes. We offer nationwide delivery across South Africa, subject to courier coverage and the size, weight and handling requirements of the products ordered.
Certain rural, remote or outlying destinations may require additional delivery time or charges.
How long will delivery take?
Our estimated delivery timeframes after dispatch are:
Home décor and smaller items: Approximately 2–7 business days.
Furniture and bulky items: Approximately 5–14 business days through the appropriate courier or freight service.
Special orders and imported products: Approximately 10–14 weeks, depending on sourcing, production and shipping arrangements.
These are estimates rather than guaranteed delivery dates.
Why do special orders and imported products take longer?
Imported and specially sourced products may pass through several stages before delivery, including supplier sourcing, production, international transport, port handling, customs clearance and local distribution.
These processes can be affected by supplier availability, shipping schedules, port congestion, customs delays and other circumstances outside our reasonable control.
Where we receive meaningful information about a significant delay, we’ll provide an update as soon as reasonably possible.
Can I request express or urgent delivery?
Express, overnight or urgent delivery may be available for certain products and locations.
Availability depends on the product’s stock status, order processing requirements and courier arrangements.
Please contact us before placing your order so we can confirm whether an expedited service is possible and advise of any additional charges.
How much does shipping cost?
Shipping charges depend on the size, weight, volume and destination of your order.
Standard delivery charges are calculated according to the applicable shipping method and generally start from R195.
Large furniture, oversized products, heavy items and bulk orders may require a separate freight or specialised delivery charge.
Where necessary, additional shipping arrangements and costs will be communicated before proceeding.
Do you offer free shipping?
Yes. Complimentary standard shipping is available on qualifying orders over R3,500, after applicable discounts have been deducted.
This offer is subject to our Shipping Policy and the shipping classification of the products ordered.
Free standard shipping does not automatically apply to heavy or oversized furniture, bulk orders, specialised freight deliveries or certain remote destinations.
Why am I being charged for delivery when my order exceeds R3,500?
The free-shipping offer is intended for qualifying products that can be delivered using an eligible standard courier service.
An order exceeding R3,500 may still require a specialised delivery service because of its size, weight, volume or destination.
In these circumstances, an additional freight or delivery charge may apply.
Can I change my delivery address after placing an order?
Please contact us as soon as possible if your delivery address needs to be corrected.
Do not independently instruct the courier to redirect your parcel.
Address changes and redirections must first be coordinated through Carly Thella Home & Décor.
Additional courier, redirection, re-dispatch or transportation charges may apply where the change is requested by the customer.
Where an error was caused by our business, we’ll investigate the matter and address any resulting costs appropriately.
What happens if I miss my delivery?
Please ensure someone is available to receive your order at the confirmed delivery address.
Where a delivery is unsuccessful because the recipient is unavailable, one complimentary delivery reattempt may be arranged, subject to the applicable courier service and delivery circumstances.
Further delivery attempts, redirections, storage or return-to-sender arrangements may attract additional charges where permitted by law and communicated appropriately.
Do you offer furniture assembly or installation?
No. Carly Thella Home & Décor does not currently provide furniture assembly or installation services.
Where assembly is required, it is the customer’s responsibility to arrange and complete assembly according to the supplied instructions.
Please check the product information before purchasing.
3. ORDER TRACKING & COMMUNICATIONS
How will I know what’s happening with my order?
You may receive automated order notifications when your order is confirmed, payment is received, your order is processed or your parcel has been dispatched.
Tracking details will be provided when available.
For enquiries concerning pending or processing orders, please contact us through WhatsApp Business and include your order number.
WhatsApp Business: +27 83 684 0853
Why does my automated email show a different order status?
Automated notifications are generated through our website and connected systems.
In some circumstances, these notifications may not reflect the latest information available to our team, particularly when an order involves suppliers, imported products, customs or courier arrangements.
If you’ve received a more recent personal update from our team, please contact us for confirmation if anything is unclear.
Will sending multiple messages speed up my order?
Repeated enquiries do not accelerate supplier production, international shipping, customs clearance or courier delivery.
To help us respond efficiently and maintain accurate records, we encourage customers to use the appropriate communication channel and include their order number when requesting an update.
We aim to provide accurate information as soon as it becomes available.
4. PRE-ORDERS, BACK ORDERS & SPECIAL ORDERS
What is a pre-order?
A pre-order allows you to purchase a product before it becomes available for immediate dispatch.
Estimated availability or delivery information will be displayed on the product listing or communicated to you, where applicable.
Pre-order timeframes may change due to supplier, production, transport or other unforeseen delays.
What is a back order?
A back order is an order placed for a product that is temporarily unavailable but expected to become available again.
Where possible, we’ll provide an estimated restocking or fulfilment timeframe.
If the estimated timeframe changes materially, we’ll communicate updated information when available.
Can I order products that are not listed on your website?
We may be able to assist through our custom sourcing service.
If you’re searching for a particular decorative object, furniture piece, colour, finish or style, please submit a custom sourcing enquiry.
Availability, pricing, sourcing requirements and estimated delivery times will be confirmed where possible before you commit to an order.
Can I cancel a special or imported order?
Specially sourced, customised, made-to-order and imported products may have specific cancellation conditions because they may be sourced or manufactured specifically for the customer.
Please review the applicable product details and terms before ordering.
Any cancellation rights provided by South African law remain unaffected.
5. RETURNS, REFUNDS & PRODUCT CONCERNS
Can I return a product if I change my mind?
Change-of-mind returns are subject to the conditions of our Refund and Returns Policy and any applicable statutory cancellation rights.
Certain specially sourced, customised, imported or made-to-order products may have specific return or cancellation restrictions.
Please contact us by email before returning any product.
Do all online purchases have a seven-day cooling-off period?
Not necessarily.
Certain electronic transactions may qualify for a statutory cooling-off period under the Electronic Communications and Transactions Act, subject to its requirements and exclusions.
The applicable right depends on the circumstances and type of transaction.
Our store policies do not exclude statutory cancellation rights.
Can I return sale or clearance products?
Sale, promotional and clearance products are generally excluded from our voluntary change-of-mind returns process, unless otherwise stated.
However, discounted items remain subject to applicable statutory consumer protections.
A reduced purchase price does not automatically remove a customer’s legal rights relating to defective, unsafe or non-compliant products.
What should I do if my product arrives damaged?
We ask customers to inspect their orders immediately upon delivery.
If you notice visible damage, please report it by email within 24 hours wherever possible, with clear photographs of the product, packaging and any visible damage.
This reporting period helps us investigate transport-related damage promptly and obtain evidence from couriers or suppliers.
The 24-hour reporting request does not remove statutory rights that may apply.
Email: concierge@carlythella.co.za or orders@carlythella.co.za
What if I receive the wrong item?
Please notify us by email as soon as possible and provide your order number together with photographs of the product received.
We’ll investigate the matter and advise on the appropriate next steps.
Your rights in relation to incorrect goods will be respected in accordance with applicable consumer law.
What if I discover a manufacturing defect after delivery?
Please contact us by email as soon as you discover the issue.
For prompt handling through our standard customer-service process, we encourage customers to report product concerns within seven days wherever possible.
However, statutory rights relating to qualifying defective or unsafe goods may extend beyond this period.
We may request photographs, product details or other reasonable evidence to help assess the issue.
Why do you request photographs or supporting evidence?
Photographs and supporting information help us understand the condition of a product, investigate delivery damage, identify possible manufacturing defects and liaise with suppliers or couriers.
Depending on the circumstances, we may request photographs of the product, its packaging, the affected area and other relevant information.
In some cases, collection or inspection of the item may be required before a claim can be fully assessed.
Will you automatically refund a product that is reported damaged?
Not every reported product concern automatically results in an immediate refund.
We may first need to investigate the circumstances, inspect the product or review relevant supporting evidence.
The appropriate remedy will depend on the findings and the customer’s applicable rights.
Where South African consumer law gives a customer a choice of remedy, including repair, replacement or refund, that statutory entitlement will be respected.
When will my refund be processed?
Once a refund has been approved, our normal internal administrative processing timeframe is 5–15 business days, unless a shorter timeframe or other requirement applies under South African law.
Once the refund has been processed, the time taken for the funds to reflect may depend on your bank, card provider or payment service provider.
We will provide confirmation or an update where appropriate.
How will my refund be paid?
Refunds will generally be processed through the original payment method, subject to payment-provider requirements and applicable law.
Where the original payment method cannot be used, we may discuss an appropriate alternative refund arrangement and request reasonable verification information.
Who pays for return shipping?
Responsibility for return shipping depends on the reason for the return and the applicable legal requirements.
For discretionary returns or certain customer-requested arrangements, return shipping charges may be payable by the customer where permitted and disclosed in advance.
Where the law requires the supplier to bear return costs, those costs will be handled accordingly.
6. PAYMENTS & CHECKOUT
What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on the services enabled, these may include:
PayFast.
Ozow.
Stitch Express.
Payment options may change from time to time.
Customers placing authorised WhatsApp orders will be provided with a secure payment link.
What happens if my payment fails?
If a payment is unsuccessful, the order may remain unpaid and may not proceed to processing until valid payment is received.
If you believe your account has been debited but your order has not been confirmed, please contact us by email with your order details and relevant payment reference.
Is it safe to pay online?
Our website uses authorised payment providers to facilitate transactions.
Payment information is handled through the relevant payment arrangements and security measures.
Customers should never disclose banking passwords, card PINs, one-time passwords or confidential authentication details through email, WhatsApp or social media.
7. PRODUCT INFORMATION & AVAILABILITY
Are product colours exactly as shown online?
We make reasonable efforts to display product colours, finishes and details accurately.
However, colours and finishes may appear different depending on your screen, lighting conditions and photography.
Natural materials, handmade products and individual production batches may also show variations in colour, texture, grain, shape or finish.
Should I check product dimensions before ordering?
Yes. We strongly recommend checking the measurements and specifications provided on each product listing.
This is particularly important for furniture, mirrors, large decorative items and products intended for specific spaces.
Customers should also check whether there is sufficient access for delivery, including doorways, staircases and other relevant access points.
These responsibilities do not remove statutory rights relating to incorrect descriptions, defective products or other legally protected circumstances.
Can I ask for more product information before purchasing?
Yes. For product specifications, availability or additional information, please email our team.
Email: concierge@carlythella.co.za
We’ll assist with available product details and, where necessary, confirm additional information with our suppliers.
8. CUSTOMER RESPONSIBILITIES
What should I check before placing an order?
Before completing your purchase, please review:
Product descriptions and specifications.
Dimensions and measurements.
Colours, finishes and materials.
Selected product variations.
Quantities.
Product availability.
Estimated processing and delivery times.
Shipping charges and exclusions.
Delivery address and contact information.
Promotional terms.
Applicable return and cancellation conditions.
Please ensure that the information provided during checkout is accurate.
These responsibilities do not exclude or limit any rights available under applicable South African law.
9. GIFT CARDS, DISCOUNTS & PROMOTIONS
Do you offer gift cards?
Gift cards may be available from time to time.
Where offered, gift cards are subject to the terms displayed at the time of purchase, including any applicable redemption and usage conditions.
Can I combine promotional codes?
Promotional codes are subject to their individual conditions.
Unless expressly stated otherwise, promotional codes cannot be exchanged for cash or combined with other offers.
Certain products, categories, orders or shipping charges may be excluded.
Does a promotional discount affect free shipping?
Yes.
Where an order qualifies for free standard shipping based on its value, the R3,500 qualifying threshold is calculated after applicable discounts.
Orders containing heavy, bulky or specially handled products may remain subject to additional shipping charges.
10. CUSTOMER SERVICE & COMMUNICATION
How can I contact Carly Thella Home & Décor?
Our customer service team can be contacted through the following channels:
General enquiries: concierge@carlythella.co.za
Order correspondence: orders@carlythella.co.za
WhatsApp Business: +27 83 684 0853
WhatsApp is available for placing orders and enquiries relating to pending or processing orders.
Formal returns, refunds, cancellations, damage reports and complaints should be submitted by email, subject to any legally required alternative notice methods.
Can I contact you through social media?
You may contact us through our available social media channels for general information.
However, order-specific correspondence should be directed through the appropriate customer-service channel.
Formal requests relating to returns, refunds, cancellations or complaints should be submitted by email so that the matter can be properly recorded and managed.
Why haven’t I received an immediate response?
We aim to respond as promptly as reasonably possible during our business hours.
Some enquiries require information from suppliers, couriers, payment providers or other third parties before an accurate answer can be provided.
We appreciate your understanding while the relevant information is being obtained.
Can I call your customer service team?
Our formal customer-service process is primarily handled through written communication.
This allows us to retain accurate order information, supporting documentation and clear records of any arrangements or decisions.
Please contact us through the relevant email address or authorised WhatsApp channel.
11. PRIVACY & PERSONAL INFORMATION
How is my personal information used?
We collect and process information reasonably necessary to manage orders, payments, deliveries, customer accounts, enquiries, returns, refunds and related business operations.
Where necessary, relevant information may be shared with authorised service providers involved in fulfilling an order or delivering a service.
We process personal information in accordance with our Privacy & Personal Information Protection Policy and applicable law.
Can I unsubscribe from marketing communications?
Yes. You may unsubscribe from promotional emails through the unsubscribe option provided or by contacting us.
Unsubscribing from marketing does not prevent essential communications about an existing order or requested service where those communications are lawfully required or permitted.
12. COMPLAINTS & GENERAL INFORMATION
What should I do if I have a complaint?
Please contact us by email and provide your order number, an explanation of your concern and any relevant supporting information.
We’ll review the matter and work towards an appropriate resolution in accordance with our policies and applicable law.
Email: concierge@carlythella.co.za or orders@carlythella.co.za
We ask customers to communicate respectfully. This does not prevent any customer from raising a legitimate complaint or exercising a statutory consumer right.
What happens if delivery is delayed by circumstances outside your control?
Delivery timeframes may be affected by circumstances such as supplier delays, production delays, international shipping disruptions, port congestion, customs clearance, adverse weather, courier disruptions or public holidays.
Where we receive significant information affecting your order, we’ll provide an update when reasonably possible.
Estimated delivery periods are not guaranteed dates, and any applicable statutory rights regarding delayed or unfulfilled orders remain unaffected.
Where can I read your full store policies?
Our store policies are available on the Carly Thella Home & Décor website, including:
Terms & Conditions.
Shipping Policy.
Refund and Returns Policy.
Orders & Delivery Information.
Payment Policy.
Privacy & Personal Information Protection Policy.
We encourage customers to review the relevant terms before completing their purchases.
CONTACT US
Carly Thella Home & Décor
Thoughtfully Sourced. Beautifully Curated.
Website: https://carlythella.co.za
Customer Service: concierge@carlythella.co.za
Order Correspondence: orders@carlythella.co.za
WhatsApp Business: +27 83 684 0853
Administrative Office: Ballito, KwaZulu-Natal, South Africa.
Dispatch Operations: Pinetown, KwaZulu-Natal, South Africa.
Carly Thella Home & Décor operates exclusively online. We do not offer walk-in shopping or public customer collections.
Important Information
These Frequently Asked Questions provide general guidance regarding our products, ordering procedures, delivery arrangements and customer service.
They should be read together with the applicable store policies and Terms & Conditions.