Frequently asked questions


Are Incanda’s products imported?

No, Incanda takes a lot of pride in the fact that all of our products are locally manufactured by our team of professionals.

What materials are used during production?

We only use the highest quality fabric, leather and only sustainably harvested wood species to create our products. No rainforest harvested wood are used.

What is the availability of Incanda products?

We have four showrooms and a factory outlet where items can be bought, alternatively you can place an order with a production period of 6 weeks. We also have an online shop.

Does Incanda offer delivery options?

Yes, we have a logistics team who will ensure that your product is delivered to your home after it has been hand-crafted in our factory.

What happens if there is any problem with my product?

Please contact the sales person who assisted you and we will try to resolve the issue as soon as possible. If you cannot remember who helped you, please phone or e-mail your nearest showroom.

Can I give my own specifications for a product to be made up?

We do try to help clients with customizations, but obviously we cannot accommodate all requests. No returns are accepted on custom made products.

Does Incanda offer an Interior Design service?

We have dedicated interior designers in each of our showrooms ready to assist you with any project you have in mind.

Is there a delivery charge?

Delivery in the Cape Peninsula area is free, but download our delivery rate PDF file here for the rest of the country.

Where is the nearest Incanda store?

We have three stores in the Western Cape and one in Gauteng. See the list of showrooms and directions here.

Does Incanda have any sales?

The annual sale is held any time between June and September each year. Follow us on Facebook and Instagram, or sign up for our newsletter so that you do not miss the announcement.

What methods of payment do you accept?

We accept cash, credit and debit cards and EFT payments. Unfortunately we do not accept wine as payment anymore, as it interfered with our ability to count the cash.

Can I exchange or return a product?

Please refer to our Terms & Conditions page.

Refunds

We do offer a money back guarantee, but only after all other options for repairs/replacements has been exhausted and if we feel there is no other option left.

Is there a warranty on products?

We do not give a “lifelong” guarantee, but we do handle all complaints on merit. If the problem occurs in the first few weeks after purchase, it is very likely that we will repair, no questions asked. If the problem occurs after a few years, however, chances are very good that we will charge a fee. The one thing we cannot take responsibility for is for fading of leather or fabrics. Depending on the sunlight in the room and the type of finish used on the leather or fabric, fading is possible within a few months after purchase. All repairs are done on an ex-factory basis, so the client will still be liable for transport costs to the factory.