FREQUENTLY ASKED QUESTIONS


ORDERING

Do you have my product in stock?

All items are made to order with a 3-4 week lead time.

Can I pay via EFT / bank transfer?

We offer payment via Payfast and EFT.

Can you send me an invoice?

You should receive an invoice once your order has been successfully received. If not contact us to assistance.

Can I customise my order?

Should none of our standard items suit your needs please contact kids@hammondkids.co.za customise your order.

Why do I have to agree with your Terms of Use and Return Policy before check out?

Our products are handmade with timber and will sometimes not exactly match the colour, shape or finish of that depicted in the image and/or product description online. Some orders are also custom made and are non-refundable. To avoid unnecessary confusion or frustration, it is important that you are aware of the above, how our return process works and which items are non-refundable.

Why does Payfast ask me to login when I try to checkout?

If you have previously purchased with Payfast and/or created an account with them, they may have stored your basic contact details including email address. Payfast may then recognise you based on the email address you provided in the checkout process.

If you are asked to log in, follow these steps:

Use the email address and password you have used on your previous Payfast checkouts. If you are unsure of these details, simply enter your email address and click “Forgot password”. You will receive an email to the email address you provided, allowing you to update or change this password OR a one-time pin (OTP) with your password. Log in again and proceed to choose your payment option of choice.

DELIVERY

How will I know when my order has been processed?

Once you order has been placed successfully, we will communicate with you via the email address you provided.

When can I expect my order to be despatched?

All of our items are made to order and have a lead time of 3-4 weeks. Should large quantities be ordered, there will be a longer lead time which we will notify you of.

How do you calculate delivery costs on furniture?

All of our rates are calculated based on the volumetric weight of the item being shipped.

My items arrived at my door damaged, what do I do?

Please write on the waybill that the order was damaged, thereafter contact us at kids@hammondkids.co.za immediately to assist.

How do I track my order?

You will receive an email notification once your order has been sent which will include the tracking details.

Can the order be delivered at a certain time?

We use a third party courier company and will therefore not be able to guarantee delivery times. It is best to then contact us and change the delivery address to a suitable address where someone will be available to accept.

If the courier is not able to deliver the parcel?

Hammond Kids will not be held liable if products purchased are not delivered to the customer due to the incorrect delivery details being provided by the customer or where the customer is not reachable at the address provided. It will remain the customers responsibility to contact us to advise us of any changes in delivery arrangement, and it will be the customers responsibility to settle any extra delivery costs if applicable.

How do I change my delivery address?

Please email kids@hammondkids.co.za to update your shipping address.

Do you ship to PO boxes or via the Post Office?

We unfortunately only ship to physical addresses.

RETURNS

What are your company’s returns policies?

  • Should there be a manufacturing fault on the product that you have purchased, you are entitled to return or exchange it within 7 days after the date of delivery, in its original packaging. Upon receipt of the returned item, it will be checked and you will either be refunded or given the option to exchange. Please refer to our T and C’s.
  • Should your product be damaged during transit, kindly notify us with 48 hours along with images as proof to kids@hammondkids.co.za to resolve the issue as soon as possible. Please refer to our T and C’s.

How am I able to return a damaged item?

  • Email us at kids@hammondkids.co.za explaining which items you are returning and why.
  • Once item is received by us we will inspect it to ascertain the fault and confirm same with the client.
  • Once the refund/exchange is approved, you will be notified via email and it will be processed on our next refund cycle or we will courier your exchanged product (depending on your initial request).
  • If being refunded, we will liaise with the purchaser for payment details, etc.
  • Please note that if an item reaches us and is not in its original packaging or damages are not as specified in your initial return request you may not be eligible for a refund or exchange and will be charged additional couriers fees to get the original item back to you.

CANCELLATIONS

What is your cancellation policy?

  • Should you wish to cancel your order within 7 days of your purchase, you will be charged a 15% cancellation fee.
  • We may withhold up to 50% of the purchase price of returned products should the product or packaging be in such a condition that the item is not fully re-saleable
  • Unfortunately we do not accept cancellations of customized orders.

Why am I being charged a cancellation fee?

  • Once an order is received our team goes through a great deal to ensure that the order gets processed and into production. Some of the time we are ahead of production and start orders rather sooner than later. Should an order be cancelled whilst in production, we still incur costs which need to be covered.