FREQUENTLY ASKED QUESTIONS

My Account

How do I register with Creative Living?

To register as private, Create an account.
To register as business, if you are a supplier Enter here, if you are a dealer Enter here.

How do I purchase from Creative Living?

Online store: Go to – How to shop at Creative Living in 5 easy steps.
Physical store: Visit our showroom in South Africa.
International store: Find us all around the world.

I don't remember my password!

Go to Lost your password and enter the email address your account was registered with, we will send you a link in your e-mail, you can reset your password instantly by clicking the link.

Do you have a newsletter?

Yes we do. If you sign up for our newsletter, we’ll send you love-letters.

I don't want to receive any e-mails from you anymore. What should I do?

Sorry if we have been bothering you.
You can unsubscribe from our e-mails by clicking the ‘Unsubscribe’ link at the bottom of the e-mail you have received from us. You will do us a favour if you let us know your reason(s) for unsubscribing, so that we can keep this in mind and serve you better in the future.

ORDERS, SHIPPING AND DELIVERY

I made an incorrect item in my order, what do I do?

Please contact our Customer Care team with the order number and the incorrect item’s name and number. We’ll get back to you within 4 hours and send you an updated invoice as quickly as we can.

Can I collect my order from your warehouse?

You are welcome to collect your order from Randburg. Please select the “Local Pickup” option on the checkout page.
As soon as our team have packed your order we will send you an email to let you know that it’s is ready for collection.

How do I track the status of my order(s)?

Visit the Track Your Order Page, enter your order ID and e-mail address.

Do I have to pay any shipping charges?

Order amount
Less then R999 – R150
R1000-R4999 – R300
R5000-R9999 – R600
More than R10000 – Free
Deliveries to Regional areas, Outlying and Remote areas might be subject to an extra fee. Please feel free to our Customer Care to check whether your area is free delivery area or check on the Delivery detail lookup.
More information see Shipping Info.

When do I get my order?

It depends on your area.
Central Area – 2-4 days
Regional areas – 5-7 days
Outlying and Remote areas – 10 days

What should I do if I find my package opened or tampered with upon delivery?

Please don’t accept an open or tampered package.
Report this concern by filling up our Contact Us form with your order details and we will look at it immediately and get back to you.

What do I do if I receive a faulty item in my order?

We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please contact our Customer Care team with:
· The order number
· The faulty item’s name and number
· A description of the fault
· Images of the faulty item
We’ll get back to you asap.

I'm missing an item in my order, what do I do?

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.
If an item is missing, please contact our Customer Care team with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

Why have I not received my product yet?

Due to unforeseen circumstances, it is possible that your order might get delayed. We will send you an e-mail informing you about the delay along with the new expected delivery date.

Do you ship internationally?

Yes we do, we can ship containers outside of SA borders.
However we will first need to quote you for the international shipping costs.

CANCELATIONS AND RETURNS

Can I cancel my order?

You are entitled to cancel your order if the order has not yet been processed.
If it has been processed, you have to pay 10% handling fee and delivery fee will be charged.

Can I return an item if I don't like it?

If, for any reason, you’re unhappy with your purchase, you can return within 7 days of delivery for a refund. The product must be returned in its entirety and in the same condition as when it arrived at your site and it must not have been installed, removed and then returned, you have to bring product to the nearest store or contact us to arrange a collection with an extra fee.
Once we receive your return, we will process and refund your purchase asap. If your item is defective, damaged or the product we’ve sent you is not the same as the product that you’ve ordered you won’t be charged the handling or delivery fee.
This guarantee applies to all regular Creative Living items only and does not apply to custom made and special orders.
More information see Return Policy.

When will I get my refund?

Your refund will happen as per the below mentioned timelines. Please note that the refunds are dependent on external agencies such as banks, payment gateways and external couriers (for cheques).

Payment Method
Debit card / Credit card – 7-10 working days from the refund initiation date
EFT transfer – 7-10 working days from the refund initiation date

What are the details you require to process EFT refund?

Once you agree for EFT refund, you will receive an email from our customer support team asking for Bank Name, Account Number, Account Holder’s name, Branch name and code. We initiate refund process as soon as we receive the details from you and it takes 7-10 working days for the money to be credited to your account.

Can I ask for EFT refund if I paid through credit/debit card?

No, if you paid via credit card/debit card, the amount will be refunded to your credit card/debit card directly.

How will I get a refund for the order I cancelled or the product I returned?

For returned products, we will first try to find a replacement for it. If we cannot, we will initiate a refund.
For both cancelled orders and returned products, the refund amount will be credited back into your bank account (online banking, credit card, debit card) that you used to make the purchase.

PAYMENT

Which forms of payment do you accept?

We accept Visa, MasterCard, Direct bank deposit or Electronic Funds Transfer (EFT): payment must be made within 2 days of placing your order.

Can I pay cash on delivery for every product I buy on Creative Living?

The cash-on-delivery option is not available on all products. Also, deal vouchers cannot be bought using this option.

Are my credit card details safe?

We take the security of your payment and personal information seriously.

Do you offer any discounts to tradespeople?

The prices we show on our website are our best prices up front. If you can meet our minimum purchase requirements or become one of our stockists, we will sell to you regardless of whether you are in business or a private home owner.

My transaction failed but the money was deducted from my account, what do I do?

Please fill in our Contact Us form with your transaction details and we will look into it immediately.

Do you offer Lay-by?

Yes, we do. Please note that lay-by is not available for all items.
More information see Lay-by Agreements.

PURCHASING AND WEBSITE

How many years warranty do you offer?

It depends on the items that you’ve purchased, but in most cases there is, the warranty is usually listed on the warrenty page.

I have added a few products to my cart but I won't be buying them now. Can you save my list?

Yes, absolutely, the selected items will not be removed unless you remove those. However, since our inventory sells out fast, it is advised that you complete your purchase as soon as you can, or add to your wishlist.

Do you sell gift vouchers?

Yes, you can visit Gift Card page, varied increments are available to help you combine to make up just the value you desire.

I am having trouble signing into my account.

You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn’t recognised, follow the steps below:
– Make sure you are using the same email address and password you registered with.
– If you can’t remember your password click on the ‘Lost your password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.
– If after this you still can’t sign in, contact our Customer Care Team giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.

I am interested in a product that is sold out. How can I buy it?

Don’t be disheartened if a product you like is not available currently, contact us to check if the product on the water already. You can pay 50% deposit to reserve stock, we will let you know the moment your selected product is back in stock.

CONTACT US

Ask a question?

For More information see Contact details or chat online with us.
Email us: customer@creative-living.co.za