FAQ

 

PLEASE NOTE:

We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, due to potential colour differences among computer monitors and operating systems, we cannot guarantee that the colour you see on your screen is a true indication of the finished product. Swatch colours represented on the website may differ from the actual product.

Is the delivery fee included?

Yes, it is included to all major centres across South Africa. Please contact us for information of deliveries further afield. If you are returning goods, please note that the delivery will be for your account.

 

The item I’m looking for is out of stock. How do I go about ordering it?

Please contact enquiries@airloom.co.za if you’re struggling to order the item you want. It’s likely that we’re temporarily out of stock, in which case we can let you know when we’ll be receiving more, and even reserve one for you.

 

What payment methods are available?

Credit card: VISA & Mastercard

Direct Bank transfer

For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions. Please ensure that payment is made within 48 hours of your purchase (whether offline or online) as we cannot hold stock indefinitely. If we do not receive payment within 48 hours, we will deem the sale as cancelled.

 

Shipping Policy

Airloom is primarily an online retailer, but also distributes through several physical retail stores around the country.  The service we offer is a door-to-door service, which means that the shipment is delivered to the address not the person. i.e. If the person is not available it can be left with anyone at that address e.g. security, staff, reception, etc. It is mandatory to leave a telephone or mobile number for us to contact you during delivery hours.

We ship nationally within South Africa, excluding PO Boxes, farms and rural areas.

All goods in transit are insured.

 

How do I check on the status of my order?

If you are concerned about the status of your order, please email enquiries@airloom.co.za or phone 021 932 6318 for order status.

 

How long does delivery take?

We mostly hold stock in our warehouse, which means you’ll be able to get your order quicker (typically under 5 working days). Some of our products are made to order, in which case we are unable to secure stock and shipping will take longer.  The Printed Rugs & shelving, for example, is made to order and will take approximately 2 weeks. Please email enquiries@airloom.co.za or phone 021 932 6318 for order status.

 

Returns and refunds on Standard Rugs

If an order is cancelled prior to dispatch, we will charge a 10% administration fee.

If you’d like to return your purchased item, you are most welcome to but note that delivery charges will be for your account. Please see below for applicable amounts:

Cape Town: R200

Gauteng: R400

Port Elizabeth: R400

East London: R400

Durban: R400

Please note that items arriving after the 10 working day return deadline will not be accepted and will be returned to sender. If goods aren’t returned in the same condition they were sent out in, we reserve the right to withhold refund. Return requests will be approved at the discretion of Airloom. Products must be returned in their original packaging and will not be eligible for return if they have been damaged.

Refunds are offered in the original method of payment.  Refunds take 1- 5 working days to process. EFT and credit card refunds will take 2-3 working days to reflect in your account due to the bank.

If a product is out of stock or cannot be supplied for some reason, Airloom reserves the right to cancel the order and refund the payment.

 

Returns and refunds on Printed Rugs

As our Printed Rug Collection are made to order, we cannot accept returns on these items.

 

Returns and refunds on Robust Collection / Local Classics / Woven outdoor rugs

If you select a custom-made size (outside of our standard sizes offered on the site), the rug will be ‘made to order’ specifically for you and we therefore cannot accept returns/exchanges or refunds.

 

Warranty

Please note that our products carry a 6 month warranty that consumers may exercise in the case of flawed product. After this period, we cannot entertain returns/exchanges or refunds.

 

 Becoming a partner: I want to sell Airloom products

We’re always on the lookout for new partners to work with.  Please contact us at enquiries@airloom.co.za.

 

Competition terms and conditions:

Employees of Airloom or their family members or anyone else connected in any way with the competition or helping to set up the competition shall not be permitted to enter the competition.

There is no entry fee and no purchase necessary to enter this competition.

Route to entry for the competition and details of how to enter are via http://www.facebook/airloomrugs

No responsibility can be accepted for entries not received for whatever reason.

The promoter reserves the right to cancel or amend the competition and these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of the promoter’s control. Any changes to the competition will be notified to entrants as soon as possible by the promoter.

The promoter is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.

No cash alternative to the prizes will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value without giving notice.

Winners will be chosen at random.

 

The winner will be notified by email and/or letter within 28 days of the closing date. If the winner cannot be contacted or do not claim the prize within 14 days of notification, we reserve the right to withdraw the prize from the winner and pick a replacement winner.

The promoter’s decision in respect of all matters to do with the competition will be final and no correspondence will be entered into.

By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.

The competition and these terms and conditions will be governed by South African law and any disputes will be subject to the exclusive jurisdiction of the courts of South Africa.

The winner agrees to the use of his/her name and image in any publicity material.

Entry into the competition will be deemed as acceptance of these terms and conditions.