Question 1

How do I purchase from Creative Living?

Accepted Answer

Online store: Go to – How to shop at Creative Living in 5 easy steps. Physical store: Visit our showroom in South Africa.

Question 2

Can I place an order without creating an account?

Accepted Answer

Yes. You can place an order as a guest without creating an account. We recommend creating an account if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account.

Question 3

I am having trouble signing into my account.

Accepted Answer

You must sign in to your account before shopping 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 still can’t sign in after this, contact our Customer Care Team giving as much detail as possible about the issue, including screenshots of any error message you get and what you’ve done so far to resolve it. 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 screenshots of any error message you get and what you’ve done so far to try to resolve it.

Question 4

I don't remember my password!

Accepted Answer

On the Login page click on the link next to ‘Forgot your password?’ and enter the email address that your account was registered with and click ‘Submit‘. We will email you a link to this email address which you can click on to reset your password.

Question 5

Do you have a newsletter?

Accepted Answer

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

Question 6

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

Accepted Answer

Sorry if we have been bothering you. You can unsubscribe from our emails by clicking the ‘Unsubscribe’ link at the bottom of the email 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.

Question 7

Do you sell gift vouchers?

Accepted Answer

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

Question 8

How do I enter my discount code?

Accepted Answer

Head to the checkout as usual, enter your gift card or discount code in the code box, found within the order summary box. We are not able to apply a discount code to an order once the order is completed so please make sure you have applied the code before confirming your order at Checkout. If you are having problems with your discount code, please ensure it is still valid or has a spelling mistake.

Question 9

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

Accepted Answer

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 it to your wishlist.

Question 10

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

Accepted Answer

Don’t be disheartened if a product you like is not available currently, we accept requests for pre-order items. A pre-order is an order you can make for an item that we normally keep in stock, but have run out of. Even if we currently don't have stock of the item you want, we can still get it for you! (With a little added wait.) You can pay 50% deposit to reserve stock, we will let you know the moment your selected product is back in stock. Contact us to check if the product on the water already.

Question 11

I missed the latest sale, can I get it at the sale price?

Accepted Answer

When a sale is on, you will clearly be informed about the end date of the sale. If an item goes back to its original price after the sale ends, we will not be able to honour the price it was displayed as during the promotion, we are not able to amend the order manually. As much as we love to offer you great saving possibilities during sales, they unfortunately have to come to an end.

Question 12

Price adjustment

Accepted Answer

Prices are based on current costs and therefore subject to change without notice.

Question 13

Colours

Accepted Answer

We have made every effort to display our product colours on our website accurately. However, please note that colours vary a bit due to the monitor they are viewed on.

Question 14

What payment methods do you accept?

Accepted Answer

We accept payment by the following methods: Visa, MasterCard, Instant EFT via PayFast, Mobicred, Snapscan, Zapper, Direct bank deposit or Electronic Funds Transfer (EFT).

Question 15

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

Accepted Answer

The cash-on-delivery option is not available on all products, payment must be made in full and reflecting in our account before delivery takes place. Also, deal vouchers cannot be bought using this option.

Question 16

Is it safe to shop with you?

Accepted Answer

Our online shopping is 100% safe and secure. We take the security of your payment and personal information seriously via PayFast, we do not store your card details so your confidential information cannot be accessed by anyone who is unauthorised to do so.

Question 17

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

Accepted Answer

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

Question 18

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

Accepted Answer

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 24 hours and send you an updated invoice as quickly as we can.

Question 19

Can I collect my order from your warehouse?

Accepted Answer

You are welcome to collect your order from the warehouses. Please select the “Pick up” 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.

Question 20

How do I track the status of my order?

Accepted Answer

Visit the Track Your Order Page, enter your order ID and email address.

Question 21

Do I have to pay any shipping charges?

Accepted Answer

Please enter your postal code in the cart to see the delivery charge applicable to your area. The final delivery cost will be calculated during the checkout process. Orders can be collected from our Warehouse by prior appointment. You will not be charged for delivery, an option is available during checkout. For more information see Shipping Policy.

Question 22

When do I get my order?

Accepted Answer

Estimated Delivery Time: Central Area: 3-5 days, Regional areas: 5-9 days, Outlying and Remote areas: 10 days, Deliveries occur on weekdays within normal business hours (public holidays excluded). Lead time for made-to-order items, please view each product page.

Question 23

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

Accepted Answer

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.

Question 24

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

Accepted Answer

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please get in touch with 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.

Question 25

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

Accepted Answer

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 get in touch with 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.

Question 26

Why have I not received my product yet?

Accepted Answer

Due to unforeseen circumstances, your order might get delayed. We will send you an email informing you about the delay along with the new expected delivery date.

Question 27

Do you ship internationally?

Accepted Answer

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

Question 28

Can I cancel my order?

Accepted Answer

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.

Question 29

How do I return or exchange a product?

Accepted Answer

You can request a return by logging into our return center or find the option in your Creative Living account, find the product you wish to exchange or return and complete the request form, once you have made the request we will arrange collection or replacement.

Question 30

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

Accepted Answer

If, for any reason, you’re unhappy with your purchase, you can return it within 7 days of delivery. 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 will be required to bring goods to our dispatches, or you can contact us to arrange collection, a delivery charge will be levied regardless. This guarantee applies to all regular Creative Living items only and does not apply to custom made and special orders. For more information see Return Policy.

Question 31

When will I get my refund?

Accepted Answer

We usually process refunds within 2-3 working days once the return is checked and authorised. Refunds could take up to 10 working days to reflect in your account.

Question 32

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

Accepted Answer

No, we will process your refund according to your original method of payment. If you paid via credit card/debit card, the amount will be refunded directly to your credit card/debit card.

Question 33

What are the details you require to process EFT refund?

Accepted Answer

Once you agree to an 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 the 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.

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