FREQUENTLY ASKED QUESTIONS

Below are some common questions asked by our clients before purchasing products. If you have other questions, please use the question box below or email salesct@alwayswelcome.store


What are Always Welcome’s business hours?

CAPE TOWN
Monday to Friday: 09:00 – 16:30
Saturday: 9:00 - 15:00
CLOSED SUN

JOHANNESBURG
Tuesday to Friday: 09:00 – 17:00
Saturday: 09:00 – 15:00
CLOSED SUN & MON

Does Always Welcome have a physical store?

Yes, we do! Visit us at our Johannesburg or Cape Town showrooms to experience Always Welcome first-hand and try out a few of your favourites. You can find directions and all the other information you need on our contact page.

How do I get my products into Always Welcome?

We’re always on the lookout for great new designs! If you’re a maker-manufacturer from Africa and would like to join the collective please send us an email and we will send you an application form with all of the relevant information.

What kind of payments does Always Welcome accept?

We accept Electronic Bank Transfers, VISA, and Mastercard.

Can I return items?

Yes, view our Returns Policy for more info.

How environmentally friendly are Always Welcome’s products?

Every effort has been made to ensure that items are environmentally friendly, but as a collective we are engaged in new approaches toward materials, production and transport that are working toward being a greener, and more conscious company. Watch this space!

If my purchase is made to order, how long will it take?

Please consult your order confirmation for detailed information of delivery lead times, and get in touch with us here if there is any change you would like to make to the delivery date, time or place.

How long does regular delivery take?

Each order is specifically tailored to the purchase, so please consult your order for details about delivery lead times. If you are still unsure don’t hesitate to be in touch with us, for details head to the Contact page of our site.

Can orders be shipped outside of South Africa?

At this stage Always Welcome does not ship outside of South Africa for orders taken online, but are happy to facilitate international orders via email or over the phone during our business hours.

Will my purchase be delivered pre-assembled?

Unless specified explicitly in the description of your purchase, most orders will arrive assembled.

I had a technical problem with an online order. What should I do?

Please contact us for technical queries, where one of our team will get back to you as soon as possible with further help information, or visit us in-store.

Why are only certain products available for collection from the store?

Always Welcome is a furniture company, and certain items are just too large, or too complicated, for collection to take place in-store. We do however have certain smaller items in-stock that are available for collection from our store.

Can I track my delivery?

Yes, you can track your delivery with Always Welcome by contacting our logistics manager Nicky at nicky@alwayswelcome.store for assistance.

Do you take on custom projects?

Many of the designs in the Always Welcome catalogue can be customised to make them your own. Please note, however, that many of the designs are part of a complex production process and so for customisation requests that are outside of the options available to you when buying your product. It is easier to contact us first so that we can plan your design correctly. You can reach out to salesct@alwayswelcome.store for further assistance.

How do you submit a complaint to us?

Please send us your comments and suggestions. They’ll help us improve. Either phone +27 (67) 396 1209 or email salesct@alwayswelcome.store.

I’m missing hardware / parts. What should I do?

Contact us and we’ll gladly assist. We’ll let you know how long it will take for what’s missing to reach you. Reach out to salesct@alwayswelcome.store

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