Standard & Custom Order Procedures
Quotations are given free of charge and without obligation. Orders must be confirmed in writing to firstname.lastname@example.org and require a full name, delivery address, email address and contact numbers. Please ensure all details are correctly stated and comply with items and advise us of any errors or changes in personal details.
Standard item orders may be cancelled within 7 days of order confirmation. Reasonable costs incurred by us resultant from cancellation may be claimed against deposits, especially if production has commenced. No cancellations accepted on custom orders.
Products & Pricing
Product information is accurate at the time of release; however, design changes or enhancements are possible without prior notice to customers. Prices, where shown, are inclusive of vat and exclude delivery. Wood is a natural product and colours may vary from samples or physical items seen. Natural wood features such as knots, checks, and shakes are limited in the production process but are acceptable “defects” and are not quality problems. We do not practice wood selection; all pieces are randomly pulled from stock. Colour change and wood movement are natural features of wood, with tolerances of up to 5mm per linear meter acceptable for bowing, warping and sagging. This movement may often change with seasons. Our furniture is crafted and not engineered; minor surface unevenness and imperfections are evidence of its hand worked origins and are not faults.
A 70% deposit of the full quoted net price including vat and any special charges is required with order confirmation. The full balance is payable on the day of delivery. Payments may be made by cash, card, or EFT to the Timmerman bank account indicated on the quotation. EFT payments will only be deemed received once reflected on our bank statement. Goods remain the property of Timmerman until paid for in full. All goods may be inspected at our workshop prior to delivery, and photographs will be supplied on request. Discounts allowed may not be claimed as rebates or chargebacks.
The general lead time estimate is 6-8 weeks (excluding festive holidays) for standard and factory orders. The lead time on custom orders could however increase and you will be notified of such an increase by one of our team members. Lead times on orders with multiple furniture pieces may also increase depending on the size and delivery schedule. For more information, please refer to our Terms and Conditions of Sale or FAQs.
Collection & Delivery
We deliver to Pretoria, Centurion and Johannesburg areas. A delivery charge applies and quotations for deliveries will be done separately. Deliveries outside of these regions can be arranged prior to order confirmations. Delivery dates given on order confirmation are best estimates and may change due to intervening factors. No deliveries will take place in rainy weather! By arrangement, goods may be collected at no charge, and with no deduction of delivery costs from pricing. Invoices and proof of full payment for goods will be requested, and such documents will be accepted as authorization to collect. Collected goods must be checked for quality at the collection venue. Subsequent damage claims will not be entertained. No delivery will take place if the outstanding amounts on the account has not been paid and cleared. Cash payments are welcome on delivery.
Should you be unable to receive delivery of goods on the advised planned delivery date goods will be stored at your risk for a period of up to two weeks, where after storage charges to a maximum of 10% of the order value per month may be levied at our discretion. Our delivery schedule is worked out in advance and it is the clients’ responsibility to ensure that someone receives the delivery on the scheduled date. Planned deliveries will be scheduled in advance, with an invoice request for final payment sent via e-mail as prior notification. Non-receipt of payment confirmation 24 hours before transport departure from the factory will likely result in a delayed delivery. We will advise you of a planned delivery time window. Scheduling is a best estimate. We will try to keep you informed of any foreseen delays.
Please ensure access to your property is granted and that doors & entrances are clear and suitable for delivery of your goods. Please ensure that whoever is on hand to sign for receipt of goods has legal authority to do so. It is important that goods are checked on receipt for compliance with order details and quality. Any charges for special equipment required for handling, loading, offloading and moving of goods will be for the customer’s account. Our delivery crew is responsible for delivery of ordered goods to your specified premises, NOT the final placement of goods inside your home. We undertake however to assist in doing this as a free service whenever possible, but our staff is not permitted to remove, handle or relocate existing items of furniture or personal effects to accomplish this. Please do not ask them to do so.
On Site & Self Assembly
Most Timmerman products will be delivered in a fully assembled state. Our delivery team is trained in the assembly of these products and will assemble them on site for you, unless instructed not to do so. If self-assembly is planned, please request advice from Timmerman staff. Disassembly of these items may be necessary for moving items during relocation. Please request help from Timmerman personnel if needed. DIY assembly / disassembly is undertaken entirely at your own risk.
Returns & Refunds
Should items fail to meet your reasonable expectations – within 7 days from delivery, we will remedy the complaint. If products are personalized – thus other colour, style and handle than on display, the product cannot be refunded. The product or component will be repaired or replaced. Furniture that does not fit in the customers house due to access, Timmerman will not be liable.
Fair wear and tear and age/usage patination is not covered. Our warranty is dependent on compliance with care and maintenance instructions and use of products as intended. Faulty goods will be repaired to as new condition or replaced at our discretion. Service and repair requests should be lodged in writing with accompanying photographs of complaints. Non-warrantee service requests will be accommodated where possible but will be chargeable. Any third-party changes made to products or wood finishes will void the warranty.
Wood is a living material, it breathes, moves, exudes aromas and even changes colour. It has characteristic grain patterns, knots, checks and shakes. These are all features and not defects, take time to understand and appreciate them. At Timmerman we understand wood science, we design our pieces to work with the natural features and behaviour of wood. We are attracted by its warmth, its feel and its imperfect randomness. Each unique piece of timber tells the story of a tree. Due to natural variations, we cannot guarantee the exact colour of your furniture. Our materials are randomly selected and mixed and the tones and grain patterns will vary from piece to piece. Displayed wood samples and actual furniture, although typical, are simply a guide to the way your own piece of furniture will look.
Working Hours & Communication
Our working hours are Mondays to Fridays from 8:00 – 17:00 excluding public holidays. We are closed over the Festive Holidays in December for 2-3 weeks – no production or deliveries will commence in this time. The main Timmerman communication channel is via email to email@example.com. We strive to answer all emails within 24 hours. No phone calls or messages will be answered outside of our normal working hours. Please respect the fact that we also require the necessary rest and have a household and family of our own. Should we be threatened or verbally abused in any way, we will have the right to cancel the order immediately without completing services.