Frequently Asked Questions | Fairdeal Furniture | For All Your Home And Office Furniture Solutions in Kenya

1. How do I purchase furniture from website ?

Once you have selected your furniture product(s), add the product(s) to your shopping cart. Each product is individually priced. Your order will be forwarded to our HQ office. You will have to visit our showroom on Mombasa Road, make the payment and thereafter, the products will be delivered to your home or office. Please note that there is an additional delivery charge for orders under Kshs. 15,000/-.

2. How do I pay ?

We accept cash, credit cards, M-Pesa (Mobile money transfer) and cheques. In the eventwe are paid by cheque, the delivery of the goods is done after the cheque have been cleared.

3. Where do you deliver ?

We deliver in Nairobi, Mombasa, Eldoret, Kisumu, Malindi, Nakuru, and Voi and also some parts of the country. For orders above Kshs. 20,000/-, this service is provided free of charge, but there is a nominal charge for orders below the above mentioned amount.

4. What happens on the day of delivery ?

You will be contacted in advance by a member of our team, who will advise the day we are next delivering to your area. Please make sure all access points are clear of obstacles. You should also ensure there is someone in your property to receive and sign for the furniture.

5. What happens if I am out when you deliver ?

As all deliveries need to be signed for, we will be unable to leave your furniture and it will be returned to the showroom. Someone will contact you to arrange a further delivery date. There will be an additional extra delivery charge.

6. Can I nominate a day or time for delivery ?

With limited storage facilities, we endeavour to deliver your order as swiftly as possible. We would appreciate you accepting delivery on the same basis. However we can accept your nominated date and time if possible.

7. Do you accept my old furniture and I purchase new furniture in return for the value of my old furniture ?

Sorry, but we do not provide this exchange service.

8. Can FFL store my furniture ?

Sorry, we do not provide this service.

9. What if my furniture does not fit ?

When ordering furniture it is important to check that it will fit into your house and office.Please check all doors, stairways and the space it has to go into carefully.

10. Can I just pay a deposit ?

Yes, to reserve an item for a limited period of time. To do so, a 50% deposit has to be paid.

11. What if I don’t like it after it’s been delivered ?

We regret we are unable to accept the return of these goods as they have been specially chosen by you and delivered at your request.

12. What do I do if my furniture arrives damaged ?

Naturally we endeavour to deliver all our furniture in good condition. When your order has been unwrapped in your home or office and there are signs of transit damage, this is what to expect:

The FFL delivery team will complete an incident report form to record the problem. They will ask you to sign it. They may also take photographs to accompany the paperwork.
The Incident Report form will be returned to the showroom. It will be logged against your order number, and assessed for action.
A technician will arrange to visit your home/office and fix the problem to manufacturing standards, generally within 7 days. If he cannot resolve the matteron the first visit and parts are required, we will endeavor to source them as quickly as possible.
In the event that a repair cannot be made, we will replace the furniture. The goods that are deemed faulty revert to the ownership of FFL and must be in our possession before payment is refunded.
You are welcome to contact us at any time either through e-mail or mobile phone and we will do our best to assist you.Your statutory rights are not affected.

13. What do I do if I have a complaint with an order ?

Please do not hesitate to e-mail or call as per our details in the contact us page.

14. What about VAT exemptions ?

A proforma invoice will be provided to customers who are entitled to VAT exemption. Full payment, inclusive of VAT, will be required if you want delivery of the goods before the necessary approval has been obtained. Refund of the VAT amount will be done as soon as you provide the approved forms.

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