Frequently Asked Questions

Where can I view the terms and conditions?

Click here to view our terms and conditions.

How do I log an aftersales enquiry?

Click here to to log an aftersales enquiry.

What are the main types of leather characteristics?

Leather is a natural product and often has characteristics on the hide itself.

There are seven main types of characteristics 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 characteristics that can be expected.

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.

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.

How do I care for wooden furniture?

• Dust Regularly: Use a soft, dry cloth or microfiber duster for regular dusting.
• Avoid Harsh Cleaners: Use mild, wood-specific cleaners and avoid harsh chemicals.
• Spill Cleanup: Blot spills immediately with a dry cloth to prevent staining.
• Sunlight Protection: Minimize direct sunlight exposure to prevent fading.
• Stable Environment: Maintain moderate temperature and humidity levels.
• Coasters and Protection: Use coasters, placemats, and felt pads to prevent scratches and damage.
• Regular Inspection: Periodically inspect for wear, scratches, or damage.
• Wax or Oil: Depending on the wood type, occasional waxing or oiling may enhance its luster.
• Please note Mr Min is not recommended to use on either Blackwood or Oakwood. Rather use a weak Sunlight liquid solution.

View our care instructions video or click here to shop our wood care products online.

Do you offer a cushion restuff service?

Yes we do! For a small fee, we offer a cushion restuffing service. Contact your nearest showroom.

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.

How are deliveries handled?

Read more about how deliveries are handled here.