FREQUENTLY ASKED QUESTIONS
1. Where can I view the terms and conditions?
Click here to view our terms and conditions.
2. How do I log an aftersales enquiry?
Click here to to log an aftersales enquiry.
3. What are the main types of leather imperfections?
Leather is a natural product and often has imperfections on the hide itself.
There are seven main types of imperfections on a natural cowhide, namely:Â insect bites or skin condition, scratch marks, stretch marks, small holes in the leather, peeling of the epidermal layer, brand marks (technically brandmarks are not natural, but most cowhides have brandmarks), colour variation
Click here to view examples of the imperfections that can be expected.
4. How do I care for my leather furniture?
We produce high quality furniture and take tremendous pride in doing so. Please note the leather used for our items has not been artificially enhanced, and we aim to maintain the original character of the raw materials we use. Also be aware that natural leather markings are normal to appear in upholstered item, e.g., healed scars, variations in graining, wrinkles, veining, differences in colour tone, tick bites, thorn marks, etc. These are distinctive signs of the animal’s life which also accentuates the genuineness of the leather, while revealing the authentic robustness of the natural skin. Wooden furniture will show knots and small cracks and will show colour variation – especially on Blackwood. This is part of the nature of the product and cannot be seen as a defect.
- Never expose your upholstered leather couch or chair to direct sunlight. This will cause the leather to fade faster.
- Regular treating of leather furniture with Incanda's specialised leather food is advisable. The product is available at all our showrooms. We advise that you treat your furniture once or twice a year. Should you live in an area with extreme conditions, we advise more regular treatments (every three to six months).
- It is important to be aware that all types of leather inevitably fade over time, and fading is not an indication of material of a poor quality. We can therefore not be held responsible for the natural fading of the leather used for the manufacturing of our furniture.
- Any liquid spills on furniture should be wiped off immediately with a wet cloth.
- If your couch will be used in a high traffic area, or should you be concerned about unavoidable or possible spillage on a couch, it is advisable to let us treat the furniture with a fibre protection sealant. While fibre protection sealant helps, it is still not an absolute guarantee against spills. Fibre protection must be repeated annually to have the maximum effect.
- Click here to view our care instructions video.
5. How do I care for fabric upholstered furniture?
- Avoid exposing your fabric upholstered furniture to direct sunlight, as this will cause the fabric to fade faster.
- Remove spills immediately with a clean damp cloth by dabbing the area gently.
- If the stain does not come out easily consult an upholstery specialist.
- A fibre protection (scotch guarding) is recommended for high traffic areas in order to improve stain resistance.
- Cushions with loose filling should be puffed up regularly to disperse the filling evenly and to ensure soft and comfortable seating. Should the filling not puff up sufficiently for any reason, kindly contact one of our showrooms for assistance.
6. How do I care for wooden furniture?
- You can treat our Blackwood and Oak furniture with Woodoc furniture wax, which can be purchased at any hardware store. We recommend you use the yellow bottle with the red cap. It is optional to sand the wood lightly down with a very fine (200 grain) sanding paper.
- Please note Mr Min is not recommended to use on either Blackwood or Oakwood. Rather use a weak Sunlight liquid solution.
- Click here to view our care instructions video.
7. Do you offer a cushion restuff service?
Yes we do! For a small fee, we offer a cushion restuffing service. Contact your nearest showroom.
8. What species of wood are used in our furniture?
Sustainable use of wood
Incanda furniture uses three species of wood in our furniture:
The first one, called Australian Blackwood (Acacia Melanoxylon) was introduced into the South African temperate coastal forests in the early nineteen hundreds as an alternative timber source to the local hardwoods which have been extensively harvested in our forests. Blackwood has since become invasive and is outgrowing our local hardwoods, to such an extent that it causes serious threats to the biodiversity in the forests. The trees are therefore cleared constantly in order to restore the natural balance in the forests. The usage of this wood in furniture is by no means harmful to nature and it is definitely sustainably harvested.
The second wood is American White Oak (Quercus Alba). It is one of the preeminent hardwoods of eastern and central North America. The wood is sustainably harvested with the department of forestry having a policy of replacing more forests than are harvested. Our importers of the wood are registered suppliers and all timber has a mark of approval as being sustainably harvested.
The third species is Cluster Pine (Pinus Pinaster), which has been introduced to South Africa from Europe. As is the case with Australian Blackwood, it has been planted extensively all over South Africa. It is commercially grown and is sustainably harvested. Cluster Pine also proliferates outside of forestry areas and therefore poses a threat to the biodiversity of our natural forests. The harvesting of Cluster Pine is therefore beneficial to the protecting of the biodiversity in South Africa.
Apart from these three wood species, which are all sustainably harvested, we do not use any other wood originating in natural or rain forests. Be assured that when purchasing Incanda furniture you are not harming any natural forest in any way whatsoever.
9. Couch Leg Assembly Instructions
Click here to view our couch leg assembly instructions.
10. How are deliveries handled?
Deliveries are handled by reliable third-party transporters with a national delivery network. As soon as you purchase any product the delivery process begins! All deliveries will occur on weekdays during normal business hours (public holidays excluded).
Delivery Lead Times
Lead times on orders are as follows:
- Â Lead time for delivery of in-stock items is 1-2 weeks
- Lead time for furniture production is currently 5-7 weeks
- In-store collections are not offered
Delivery Fees
To ensure customers receive the best value on delivery fees, each product is designated a specific delivery fee.
- Deliveries within a prescribed radius from the relevant Incanda showroom are capped at R450
- Deliveries within the same town/city as the relevant Incanda showroom are capped at R950
- Deliveries to main centres that do not have an Incanda showroom (i.e. Durban, East London) are capped at R1450
- Deliveries to regional areas (excluding our showroom locations) attract a surcharge of R500 per delivery
- Deliveries for regional areas outside of the above scope are capped at R1950 per delivery
Frequently Asked Questions
Will you deliver to my area?
We deliver to all cities and towns within the South-African borders. There may occasionally be a remote or high-risk area that may not be serviced by our couriers, but in these isolated cases, we will contact the customer to make alternative arrangements before the order is dispatched.
What if I am not home when delivery occurs?
Our third-party service providers will make a reasonable number of delivery arrangements with customers to ensure that delivery is completed. Should they be unable to deliver after a reasonable number of arrangements, the goods will be returned to our warehouse. We advise customers to see our Terms and Conditions for more information.
How can I track my order?
Our distribution office will email tracking details to you as soon as your order has been dispatched. The tracking number may be used to track your parcel directly with the courier or with our distribution office, which can be done telephonically or online.
What if my order is damaged or lost in transit?
It is important that cartons be checked for visible damages and that the number of cartons/parcels delivered corresponds with the number indicated on the waybill. Please note that the number of items you have ordered may not correspond with the number of cartons as more than one item may be packaged in one carton (e.g. two dining chairs may be packaged in one carton). Should there be any discrepancy or visible damages, this should be clearly indicated on the waybill and be reported to us within 48 hours from receipt of order. We advise you to read our Terms and Conditions for more detailed information.
© Copyright 2025 Incanda Furniture a division of Wheco Group | All Rights Reserved.