Order Updates & Delivery Information
Carly Thella Home & Décor
Thank you for shopping with Carly Thella Home & Décor. We understand how important it is to know what is happening with your order. We aim to keep you informed throughout the ordering, processing, and delivery journey.
Please note that delivery timeframes are estimates and are provided as a guide. Actual timing may vary depending on the product, stock availability, supplier, courier, shipping arrangements, and circumstances affecting delivery.
1. What Happens After You Order
Step 1 – Order & Payment Confirmation: Once your payment clears, you will receive an automated confirmation email with your order summary.
Step 2 – Processing & Quality Checks: Our team verifies stock, performs quality inspections, coordinates with suppliers, and packages your items. Standard orders require up to 7 business days for processing before dispatch. Orders placed over weekends or South African public holidays begin processing on the next business day.
Step 3 – Dispatch & Waybill Tracking: Once your parcel is handed over to our courier partner, you will receive a dispatch notification containing your tracking details. Delivery timeframes begin after dispatch.
2. Estimated Delivery Timeframes After Dispatch
Standard shipping fees are automatically calculated at checkout based on your items (From R195 for Small Decor / From R400 for Heavy Furniture and mixed bulk orders). Once your order leaves our premises, estimated transit timeframes are:
Home Décor & Smaller Items: Approximately 2–7 business days.
Furniture & Bulky Items: Approximately 5–14 business days via specialized freight/furniture courier.
Special Orders & Imported Products: Approximately 10–14 weeks.
3. Special Orders, Pre-Orders & Back Orders
Imported Pieces (10–14 Weeks): Specially sourced and imported products require longer lead times. This estimated timeframe covers international supplier sourcing, production, sea/air shipping, port handling, import/customs clearance, and local transport.
Timelines are Estimates: Because these items move through global supply chains, timelines may change due to unexpected supplier delays, vessel or shipping logjams, port congestion, customs clearance delays, adverse weather, or courier transport disruptions. Where we receive meaningful information regarding a delay, we will provide an update when reasonably possible.
Pre-Orders & Back Orders: Products identified as Pre-Order, Back Order, or Coming Soon are not held as ready-to-ship stock. Please review the relevant product information and estimated timeframe on the product page before placing an order. If we are unable to fulfil a pre-order or back order, we will contact you regarding available options.
4. Track Your Order & Automated Notifications
Tracking Activation: Once an order has been dispatched, a tracking reference will be provided where available. Please note that tracking information may take some time to become active after the courier has collected the parcel, is supplied directly by the courier, and may not always update immediately. Customers should retain their order confirmation and dispatch information for reference.
Mixed Orders (Split Shipments): If your order includes both Small Decor and Heavy Furniture, your items may be dispatched separately via different courier partners to ensure safe handling. You will receive separate tracking details for each parcel at no extra shipping cost beyond your single checkout fee.
Automated Status Messages: Automated notifications are generated by our website and order management systems and may not always reflect the most recent information available to us (such as when an order is awaiting supplier confirmation, shipping lines, port clearance, or customs agent feedback). Please do not rely solely on an automated message as confirmation of a final delivery date. For the most current order status, contact us directly via WhatsApp.
5. Delivery Hours, Access & Heavy Furniture Prep
Delivery Hours: Standard courier deliveries take place Monday to Friday between 08:00 and 17:00 (excluding public holidays). Couriers cannot guarantee exact hourly arrival slots.
Physical Street Address Required: Please provide a complete physical street address where someone is available to receive and sign for your delivery. We cannot deliver to P.O. Boxes or Private Bags.
Heavy Furniture Offloading: Our standard furniture shipping fee covers standard ground-floor or curbside delivery to your premises. Drivers are not required or insured to carry heavy items up multiple flights of stairs, hoist items over balconies, or assemble furniture unless specialized white-glove delivery was arranged in writing prior to checkout. Please ensure assistance is available on-site to help move heavy items inside your home.
Gated Estates & Complexes: Please share any access codes or complex entry instructions in your order notes at checkout to prevent gate delays or failed delivery charges.
6. Free Shipping Exclusions
Free standard shipping is available on qualifying orders over R3,500 after applicable discounts have been applied. Free shipping generally applies to standard home décor and smaller items suitable for standard courier delivery. Free shipping does not automatically apply to large or bulky furniture, oversized products, unusually heavy products, multiple large furniture pieces, freight shipments, bulk orders, or remote-area deliveries where specialized transport is required. Where an order exceeds R3,500 but requires specialized handling or encounters remote-area surcharges, we will advise you of any additional delivery charges before dispatch.
7. Address Changes & Courier Redirection
Customers are responsible for providing a complete and accurate delivery address and contact information when placing an order. Please check your delivery details carefully before completing payment.
If you realise that your delivery address is incorrect or incomplete, please contact Carly Thella Home & Décor immediately and before requesting any courier redirection or rerouting. Customers should not independently instruct the courier to change or redirect the delivery address.
Where a customer-requested address change or redirection results in additional costs, these may include courier redirection charges, additional delivery attempts, extra kilometres/transport costs, destination-change charges, return-to-sender charges, re-dispatch costs, or additional handling fees. Such charges may be passed on to the customer where they arise because of incorrect or changed information supplied by the customer, subject to applicable law.
If an address error was caused by Carly Thella Home & Décor, we will investigate the matter and address any resulting costs appropriately.
8. Failed Delivery Attempts
If delivery cannot be completed because nobody is available to receive the order, the address is inaccessible, the customer cannot be contacted, or other circumstances attributable to the customer prevent delivery, the courier may arrange a further delivery attempt or follow its applicable delivery procedure. Additional delivery, storage, return-to-sender, or re-dispatch charges may apply where these costs arise as a result of circumstances attributable to the customer, subject to applicable law.
9. Delivery Inspection
Customers should inspect their order as soon as reasonably possible after delivery. Any visible damage, missing items, or incorrect products should preferably be reported within 24 to 48 hours of receipt, together with your order number, photographs of the item, photographs of the packaging, and a brief description of the issue.
Email: concierge@carlythella.co.za
WhatsApp: +27 83 684 0853
This reporting period assists us with courier and supplier claims and does not limit, remove, or waive any statutory consumer rights relating to defective, damaged, or incorrectly supplied goods.
10. Urgent Delivery Requests
We do not offer automated same-day delivery at checkout. For urgent, same-day, express, or overnight delivery requests, customers should contact us before placing an order. Urgent delivery requests are subject to stock availability, processing capacity, courier availability, delivery location, product specs, and may incur additional specialized shipping charges. Urgent delivery cannot be guaranteed unless specifically confirmed by Carly Thella Home & Décor in writing.
11. Customer Responsibility
Before placing an order, customers are responsible for reviewing the product description, dimensions, specifications, colour/material information, quantity, stock availability, pre-order status, shipping charges, and our official policies (Terms & Conditions, Returns & Refund Policy, and Shipping Policy).
Customers should also ensure that the delivery address is complete and accurate and that the intended delivery location is suitable for the product ordered. By completing an online order, the customer confirms that they have had an opportunity to review the relevant information. This does not exclude, restrict, or waive any statutory consumer rights.
12. Communication & Enquiries
To help us manage enquiries efficiently, customers are kindly asked to avoid sending the same order enquiry repeatedly through multiple communication channels. Sending repeated messages does not speed up third-party processes. Where an order requires information from a third party (such as a freight line or customs agent), we may need to wait for that information before providing an update. We aim to respond to order-status enquiries within 24 business hours.
To request an order update, please provide your Order Number, Full Name, Contact Number, and Email Address used at checkout to any of our dedicated channels:
WhatsApp Business (Recommended for Sourcing/Imports): +27 83 684 0853
General Enquiries: concierge@carlythella.co.za
Orders Team: orders@carlythella.co.za
Sales Team: sales@carlythella.co.za
Website: carlythella.co.za