+27 21 863 1965
FREQUENTLY ASKED QUESTIONS
Please click on the questions below, to view the relevant answers.
See directions to our Pretoria showroom here.
You can view our Terms & Conditions here.
- Please note that leather has natural markings and colour variations, while wood has knots, small cracks and colour variations. Our items are manufactured with these imperfections still visible.
- Although we are confident that if cared for properly, our furniture will last for many years, we cannot provide a lifetime guarantee. Any furniture piece will show signs of wear and tear, especially under direct sunlight conditions.
- We enjoy a policy of open communication with clients. Clients are urged to immediately discuss any problems which may arise. We arrange on-site inspections where necessary. After consultation with the client, we will suggest a solution.
- Should a problem occur within the first few weeks or months after purchase, it is very likely that it will be repaired or resolved with minimal fuss. However, after longer periods, we are obliged to ask the necessary standard questions and might charge an amount commensurate to the extent of the required repair.
- We do all repairs on an ex-factory basis. In other words, should you decide to take your furniture to Timbuktu, we can unfortunately not cover the transportation costs.
- A client can only cancel an order without a handling fee being payable if manufacturing has not commenced. A 10% handling fee will apply if manufacturing has already commenced. No cash refunds will be given; only in-store credit will be provided.
- In the event that an item is damaged or defects are detected, complaints should be reported within 7 days from the date of purchase to the branch where the item was originally purchased. Where possible, any defects will be repaired. Where necessary, items with a defect that cannot be repaired will be replaced. This decision will be at Incanda’s discretion. Please note that not all natural scratches and marks on leather, as well as not all knots and small cracks in wood, can be classified as defective. Our items are manufactured with these imperfections still visible.
- Should a client wish to return an item that was made on order, that has already been delivered AND which does not exhibit any visible defects, a 10% handling fee will apply and transport costs will not be refunded. Returns will only be granted within 7 days of delivery. Returns on custom-made items are not allowed.
- No cash refunds will be given; only in-store credit is provided.
- Sale items cannot be returned or repaired.
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:
- 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.
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 weather 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.
- Avoid exposing your fabric upholstered furniture to direct sunlight, as this will cause the fabric to fade faster.
- Spills can be wiped off or even washed off using a standard household fabric cleaner.
- 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.
- You can treat our Blackwood and Oakwood 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.
- Sheepskin fibres have self-cleansing properties. Often shaking, vacuuming, brushing or hanging outside will do the trick.
- Washing: single or double sheepskin rugs can be washed in the machine, on the wool cycle with gentle wool detergent.
Wash on a warm day and dry flat with suede side up, then turn over to dry woolside. - You can brush to restore fluffiness once wool is dry.
- Larger items like quatro carpets are too big for machine wash. Cold hand wash, dry cleaning or dry carpet cleaning powder can be used.
- Vacuum clean often to keep dust free.
Yes we do! For a small fee, we offer a cushion restuffing service. Contact your nearest showroom.
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.