Frequently Asked Questions
Carly Thella Home & Décor
We’re here to make your shopping experience seamless and enjoyable.
Below are answers to some of our most commonly asked questions.
Orders & Processing
How long does it take to process my order?
Orders are typically processed within 3–7 business days before dispatch. Custom, sourced, or large furniture pieces may require additional lead time.
Can I place an urgent or overnight order?
Yes — for urgent requests, please contact us before placing your order so we can confirm availability and delivery timelines.
Can I change or cancel my order?
If your order has not yet been dispatched, we may be able to amend or cancel it. Please contact us as soon as possible.
Delivery & Shipping
Do you deliver nationwide in South Africa?
Yes, we offer nationwide delivery across South Africa.
How much is shipping?
Shipping costs are calculated at checkout based on the size, weight, and delivery location of your order.
Do you offer free shipping?
Yes — we offer free shipping on qualifying orders over R2500.
How long does delivery take after dispatch?
Delivery usually takes 2–7 business days, depending on your location and the courier service.
Products
Are the colours exactly the same as shown online?
We do our best to display products accurately, however slight variations in colour may occur depending on screen settings and lighting.
Do you offer custom orders?
Yes — we offer custom sourcing and bespoke order requests. Please use our Custom Order page for enquiries.
Do you restock sold-out items?
Selected items may be restocked. You can contact us directly to enquire about availability.
Trade & Interior Professionals
Do you offer trade pricing?
Yes — we welcome interior designers, stylists, retailers, and hospitality professionals.
Please use our Trade Application page to apply for access.
Returns & Refunds
Can I return an item?
Yes — returns are accepted in line with our Returns Policy.
Items must be:
unused
in original packaging
returned within the policy period
Do you refund shipping fees?
Original delivery charges are generally non-refundable unless the item is faulty or incorrect.
Gift Cards
Do you offer gift cards?
Yes — digital gift cards are available and are delivered with a unique code that can be redeemed at checkout.
Payments
What payment methods do you accept?
We accept secure online payments through our checkout system, including supported card and payment gateway options.
Is checkout secure?
Yes — all transactions are processed through a secure encrypted checkout.
Contact & Support
How do I contact you?
You can reach us by completing the form below or via:
email: orders@carlythella.co.za
WhatsApp: +2783 6840853