Shipping policy

COUCHES EXCLUSIVE (PTY) LTD SHIPPING & DELIVERY POLICY

Version 1.0 | Effective: 2026

1. DELIVERY AREAS

Couches Exclusive delivers nationwide within the Republic of South Africa. Delivery services are available to:

  • Residential addresses

  • Commercial premises

  • Approved project sites

    Remote or outlying areas may require extended delivery timelines and/or additional transport charges.

    Delivery availability is subject to logistical feasibility.

    2. ORDER PROCESSING & MANUFACTURING TIMEFRAMES

    2.1 Ready-Made (In-Stock) Products

    Ready-made items are typically dispatched within 3–7 working days after full payment confirmation, subject to stock availability and delivery location.

    2.2 Made-to-Order (Custom) Products

    Custom and made-to-order items are manufactured upon confirmation of cleared deposit or full payment.

    Estimated production lead time: 4–6 weeks, depending on:

  • Supplier delays

  • Material availability

  • Production demand

  • Public holidays

  • Load shedding

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• Force majeure events
All lead times are estimates only and not guaranteed completion dates. Customers will be notified of significant delays where reasonably possible.

3. DELIVERY SCHEDULING

Once an item is ready for dispatch:

  • Customers will be contacted to arrange a suitable delivery date.

  • A delivery window will be provided where reasonably possible.

  • Customers must ensure availability on the agreed date and time.

    Failure to accept delivery on the scheduled date may result in:

  • Re-delivery charges

  • Storage fees after reasonable notice

    4. DELIVERY CONDITIONS & ACCESS REQUIREMENTS

    Customers are responsible for ensuring:

  • Adequate and safe access to the delivery address

  • Sufficient space for manoeuvring large furniture items

  • Lift access where required

  • Removal of obstacles prior to delivery

  • Accurate measurement of entry points

    Couches Exclusive is not responsible for:

  • Items that do not fit through doors, staircases, or lifts

  • Damage caused by insufficient access

  • Additional labour required due to restricted access

  • Damage to property arising from forced entry where adequate measurements were not

    confirmed

    If special equipment (e.g., hoisting, crane services, disassembly) is required, additional charges will apply.

    5. INSTALLATION SERVICES

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Where installation services are included:

  • Installation will be completed on-site at the agreed delivery time.

  • The customer must inspect the installation immediately upon completion.

  • The customer (or authorised representative) must sign the delivery/installation

    confirmation.

    Sign-off confirms satisfactory installation, subject to statutory defect protections under the Consumer Protection Act.

    Couches Exclusive is not responsible for pre-existing structural or site conditions.

    6. INSPECTION UPON DELIVERY

    Customers must inspect goods at the time of delivery or collection. If visible transit damage is identified:

  • It must be noted clearly on the delivery note prior to signing.

  • Photographic evidence should be taken where possible.

    Visible transit damage should be reported within 48 hours.

    Failure to report within this timeframe does not remove statutory rights but may delay assessment and resolution.

    7. RISK & OWNERSHIP

    Risk in the goods passes to the customer upon:

  • Delivery and acceptance of goods; or

  • Collection from Couches Exclusive premises or authorised warehouse.
    Ownership of goods remains with Couches Exclusive until full payment has been received

    and cleared.

    8. DELIVERY DELAYS

    Couches Exclusive shall not be liable for delays caused by events beyond reasonable control, including but not limited to:

• Supplier shortages 3|Page

  • Fabric or material backorders

  • Courier delays

  • Strikes or industrial action

  • Load shedding or power disruptions

  • Government restrictions

  • Natural disasters or force majeure events
    Delivery timeframes shall be reasonably extended in such circumstances.

    Couches Exclusive will make reasonable efforts to communicate delays and minimise disruption.

    9. DELIVERY FEES

    Delivery fees are:

  • Calculated based on location, order size, and access conditions

  • Quoted separately unless stated as included

  • Non-refundable unless delivery failure results from Couches Exclusive error or

    confirmed defect

    10. COLLECTION ORDERS

    Customers collecting goods must:

  • Present proof of purchase

  • Inspect items prior to leaving the premises

  • Ensure suitable and secure transport

    Once goods leave Couches Exclusive premises, Couches Exclusive is not responsible for transport-related damage unless transport was arranged by Couches Exclusive.

    Risk transfers upon collection.

    11. UNDELIVERABLE ORDERS & STORAGE

    If delivery cannot be completed due to:

  • Incorrect address provided

  • Customer unavailability

  • Access restrictions not disclosed

  • Refusal to accept delivery

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Couches Exclusive may:

  • Charge additional delivery fees

  • Apply storage fees after reasonable notice

    If goods remain undeliverable or uncollected after reasonable attempts and written notice, Couches Exclusive reserves the right to cancel the order and retain deposits to recover reasonable costs.