FREQUENTLY ASKED QUESTIONS
Where can I view the products?
We have a showroom at our factory where the products can be viewed.
Opening times are Mon – Fri from 08:00 – 16:00.
We are situated at 1030 16th Road, Tillbury Business Park, Unit C5 & C6, Randjespark Midrand, Gauteng South Africa
Where are Flatpack DIY products made?
All our products are manufactured at our factory in Midrand.
We do not import furniture to re-sell.
Is Flatpack DIY products difficult to assemble?
Our assembly instructions take you step by step through the assembly process, and we’re always just a phone call away if more help is required.
Do you offer an assembly service?
We only offer an assembly service in Gauteng.
What payment methods do you accept?
We offer two main methods which will allow you to quickly and effortlessly pay for your new products. You can either pay by EFT or by credit card online, both methods are completely secure.
Can I order via e-mail or by telephone?
Yes, if you’d prefer to order via email or telephone rather than buy online, just send us an email to helpme@flatpackdiy.co.za and we will send you an invoice.
Do I get a Tax invoice?
Yes, the system will automatically issue you a tax invoice once you have checked out and made payment or if you ordered via email or telephone we will email you an invoice within 24 hours.
Can products be made in other colours?
Unfortunately, due to minimum order quantities, products are only available in the colours as shown on our website or in our catalogue.
Do I need an account to buy from Flatpack DIY?
No. You can shop and checkout your items safely and securely without the need of a registered account. However, in order to keep a record of all your purchases and get exclusive offers from us, we do suggest you register for an account.
Where can I view my invoice / receipt?
An invoice will be emailed to the email address used to make the purchase as soon as the sale has been completed. Additionally, our payment processor, PayFast, also requires your email address in order to confirm the success of the purchase.If you have an active Flatpack DIY account, all your purchase receipts will be available within your account.v
Where is Flatpack DIY located?
We are at Unit F1, Tillbury Business Park, 1030 16th Road, Midrand, Gauteng.
Please feel free to visit our showroom: Monday – Friday from 08:00 – 16:00.
What do I do if a product I ordered is defective or damaged in transit?
We take great care in packaging our items but if they are received damaged or the quality is not up to your expectations, we will gladly assist.
Where defective items are replaced, Flatpack DIY is liable for the collection and delivery costs.
If you received a defective item, we will try our best to have it replaced within 48hrs of reporting it.
We will require you to:
- Take a photograph and email it, along with your invoice number, to helpme@flatpackdiy.co.za within 2 working days of receiving the item.
- At any time during this process, you are welcome to call our office on 010-443-8631.
What do I do if the wrong product was sent to me?
We try our best to ensure the correct products and all their parts are sent out, but in the event that the wrong item is sent to you or an item is missing, please notify us within 2 working days of receiving your order by emailing helpme@flatpackdiy.co.za
Where wrong items are replaced, Flatpack DIY is liable for the collection and delivery costs.
If you received a wrong item, we will try our best to have it replaced within 48hrs of reporting it.
How long does delivery take?
Please allow 2-5 working days for delivery. Should you wish to attain a more accurate delivery date, you are welcome to contact us at 010-443-8631 or e-mail us at helpme@flatpackdiy.co.za
Alternatively, customers can arrange their own collection at our factory in Midrand. If volume details are required for a particular order, then we are happy to provide these details.
Can I return my product?
Please click here to see our Returns Policy.
What is the address I need to ship my return to?
Please return your product to Unit F1, Tillbury Business Park, 1030 16th Road, Midrand, Gauteng.
Can I cancel my order after I’ve paid?
Please click here to see our Cancellations Policy.
How long is the warranty on the products?
All goods carry a 1 year warranty, unless otherwise specified. Warranties cover factory faults or defects. No damages caused by wear and tear, negligence, abuse, accident or causes unrelated to defective materials or workmanship are covered by the warranty. Warranties apply for domestic use only. Goods used for commercial use are not covered unless specifically stated on the invoice. Please make sure to read our detailed Returns Policy for more information on warranties.v
