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ordering from fresh timber

shipping procedures

Most of the items are custom made to your specific requirements. However, we do have a few beauties in stock and you will be able to see from the product page if there is stock of the particular item you seek.

Almost all of the time, if there is no stock on hand, you can still place your order with as as a “backorder” and we will be in touch with you once we receive your order.

Be sure to check on the product page what the production lead time is for the item you are wanting to order as each item may vary slightly.

If anything is unclear, please feel free to email us on info@freshtimber.co.za or contact us on 078 5144 541

We accept EFT, PayFast, Credit Card.

All payments are processed through a secure third party payment gateway and Fresh Timber does not keep or store any of your personal credit card information.

At this point in time, we are solely an online based store and therefore we do not have a physical premises for you to visit and enjoy our creations in person.

We try and ensure that our online visual representation is as close to reality as possible. Due to custom work with natural elements, you will experience unique characteristics in your purchased item – this is to be celebrated, embraced and enjoyed for its one-of-a-kind piece.

 

Whatever you see on our site can be custom made to your specifications as well as any new ideas and inspiration you may have. 

We love working with you to bring your ideas to life through custom wooden creations.

If you would like something custom made instead of ordering on the online shop, please feel free to send us your idea on info@freshtimber.co.za

Include pictures, dimensions, colour wood or materials you are most excited for so that we can keep to what is inside your head 🙂 

Unfortunately, once you have paid for an order you won’t be able to add any additional items to that particular order.

You will need to place a new order and an additional shipping fee will apply.

*If it is a small item that we are able to fit into your box with your unshipped items, you can contact us to discuss it further and see what we can work out for you

We cannot guarantee everything will fit into the current order shipment and can only be confirmed per order if you discuss it in a timely with us.

You can send your own courier company to collect from our workshop in Vereeniging, Gauteng. However, we will not be held liable for any damaged items that arrive with you. We will also not make any exchanges or refunds for items damaged and not shipped with our third party courier company.

Our third party courier company securely delivers your items to you with reliable tracking information.

Please note that we personally deliver larger custom creations around Gauteng, South Africa.

Should you be located nationally and would love us to custom create something for you, we will need to quote you specifically according to the volume of the item.

At this point in time, we do not accept any collections at our premises until further notice or unless there is a special circumstance.

Due to the use of a third party courier service, we cannot commit to a specific time or guarantee a specific time of arrival. This will all depend on the day and number of deliveries for the driver.

However, you can leave us special instructions in the notes section of your order that you would like us to send to the courier company that they will always attempt to honour.

Wherever possible, please always make the appropriate arrangements to use an address where there will always be someone to receive your order.

Tracking details do get sent to you so that you can be notified of your delivery day.

Yes, you may change your address if it is done in a timely manner BEFORE we dispatch and prior to receiving the tracking details of your order.

You can contact us on info@freshtimber.co.za or call us directly on 078 5144 541

Once your order has been dispatched from our workshop, you will receive an email to notify you and to provide you with the tracking details.

Please take note that it can take up to 24hours for the tracking details to reflect from the date of the email you receive, but is usually quicker.

returns & exchanges

  1. Send us pictures of the item in regard within 10 days so that we can assess the situation.
  2. We will review your claim and get back to you to confirm whether the refund is possible or not. If it is possible, we will invoice you for the shipping fee to send the item back to us.
  3. Once we have received the return fee, we will the arrange for our third party courier company to collect said item.
  4. When we receive the returned item, we do our own inspection to make sure your initial request matches what we have received.
  5. Upon our approval that these match, we will email you to refund you or exchange your item (whichever you first requested from us). If you are being refunded, this can take up to 7-10 working days to reflect, depending on who you bank with. 
  6. *If the refunded item returns to us and is not in the original condition as described and shown in your pictures you send, you may not be eligible for a refund/exchange and you will be charged again to send the item back to you.

Our larger items are generally custom made to your own specific requirements and are not kept in stock and cannot be exchanged for another like it. 

Due to our initial list of questions we engage in before proceeding on a project which is accepted by you, we cannot return/exchange an item if you decide you don’t like it but the item is in perfect condition.

If the item arrives damaged or not in good condition (i.e. broken), then we will enter into an agreement with you to rectify it.