Frequently Asked Questions (FAQs)

What products does Fairdeal Furniture Limited offer?

At Fairdeal Furniture Limited, we provide a wide range of high-quality furniture, including sofas, beds, dining sets, office furniture, and more. Our collection caters to diverse styles and preferences, ensuring there's something for every home and workspace.

How can I place an order?

Placing an order is easy! Simply browse our website, select the items you want, and add them to your cart. Follow the checkout process to provide shipping details and make your payment. You can also visit our showroom or contact our customer service for assistance.

What exactly happens after ordering?

After placing your order with Fairdeal Furniture Limited, a seamless process is set into motion to ensure you have a quick and efficient experience. First, you'll receive a confirmation email detailing your order and payment. Our dedicated team then carefully prepares your selected items for dispatch, conducting thorough quality checks to guarantee your furniture arrives in pristine condition. Our commitment is to deliver not just furniture but a hassle-free and delightful shopping experience.

Do you offer delivery services?

Fairdeal Furniture Limited provides comprehensive delivery services to bring your chosen furniture directly to your doorstep. Once you've completed the checkout process, our efficient logistics team takes charge. Our commitment is to ensure your furniture reaches you securely and on time. You can track the progress of your delivery through the provided tracking information, and our customer service team is readily available to assist with any delivery-related inquiries.

Do I receive an invoice for my order?

Certainly! After confirming your order with Fairdeal Furniture Limited, you will promptly receive a detailed invoice. This document serves as a comprehensive record of your purchase, outlining the specifics of each item, associated costs, and any applicable taxes or fees. The invoice will be sent to the email address you provided during the checkout process, ensuring that you have a transparent and easily accessible record of your transaction. If you have any questions or need further assistance, our customer service team is readily available to assist you. We prioritize clarity and transparency in all aspects of your shopping experience.

Is there a showroom where I can see the furniture in person?

Yes, we have 10 showrooms where you can experience the quality and comfort of our furniture firsthand in Kenya - Kellico Complex (Nairobi), Two Rivers Mall (Nairobi), Sarit Center (Nairobi), Parkview Heights (Nairobi), Digo Road (Mombasa), City Mall (Mombasa), Malindi, Eldoret, Nakuru and Kisumu.

Can I pay a deposit for a product?

Certainly! At Fairdeal Furniture Limited, we offer the flexibility for customers to pay a deposit of 50% in order to reserve their selected products. This deposit serves as a commitment to secure the items you desire. However, it's important to note that product reservations are held for a limited time period, and the remaining balance must be settled before the agreed-upon deadline. This policy ensures fairness and availability for all our customers. Should you have any questions or require assistance with the deposit process, our responsive customer service team is available to guide you through the steps. We appreciate your understanding and cooperation in making your furniture shopping experience with Fairdeal Furniture Limited as convenient and enjoyable as possible.

What do I do if I have a complaint or concern?

We value your feedback at Fairdeal Furniture Limited, and if you have any concerns or complaints, we apologize for any inconvenience and are here to address them promptly. Please reach out to our dedicated customer care team via email at [email protected] or by calling 0739 101010. Provide detailed information about your complaint, and our team will investigate the matter thoroughly and work towards a resolution. We are committed to ensuring your satisfaction and appreciate the opportunity to address any issues you may have. Your feedback helps us continually improve our services, and we thank you for choosing Fairdeal Furniture Limited for your furniture needs.

What should I do if I receive a damaged or wrong product?

In the rare event that you receive a damaged or incorrect product from Fairdeal Furniture Limited, we sincerely apologize for any inconvenience. Please contact our dedicated customer service team immediately, providing clear photos of the damaged item or the product you received in error, along with images of the packaging. Our team will swiftly assess the situation and guide you through the necessary steps for a replacement or a suitable resolution. We appreciate your understanding and cooperation in helping us rectify any issues promptly and ensuring your furniture shopping experience remains exceptional.

Can I change or cancel my order?

Once an order is confirmed with Fairdeal Furniture Limited, changes or cancellations may be subject to our terms and conditions. We understand that circumstances may arise, and we encourage you to contact our customer service team as soon as possible to discuss your request. While we aim to accommodate changes whenever feasible, certain factors, including the processing stage of your order, may impact our ability to modify or cancel. Our responsive customer service team is here to assist you and explore available options based on the specific details of your order. We appreciate your understanding and cooperation in making your shopping experience with Fairdeal Furniture Limited as seamless as possible.

Which payment methods do you offer?

We accept cash, credit cards, M-Pesa (Mobile money transfer) and cheques. In the event we are paid by cheque, the delivery of the goods is done after the cheque has been cleared. This flexibility allows you to select the payment method that best suits your preferences and convenience. Your transaction details are processed securely to ensure the confidentiality of your financial information. If you encounter any issues or have specific payment-related inquiries, our responsive customer service team is ready to assist you promptly. 

What happens on the day of delivery?

You will be contacted in advance by a member of our team, who will advise the day we are next delivering to your area. Please make sure all access points are clear of obstacles. You should also ensure there is someone on your property to receive and sign for the furniture.

What happens I'm out on the delivery day?

As all deliveries need to be signed for, we will be unable to leave your furniture and it will be returned to the showroom. Someone will contact you to arrange a further delivery date. There will be an additional extra delivery charge.

Can I pick a day/time for delivery?

With limited storage facilities, we endeavor to deliver your order as swiftly as possible. We would appreciate you accepting delivery on the same day basis. However, we can accept your picked date and time and deliver your products at your convenience.

What if my furniture doesn't fit?

At Fairdeal Furniture Limited, we understand the importance of choosing furniture that perfectly complements your space. We strongly encourage our customers to measure their space meticulously before purchasing to ensure a proper fit. Unfortunately, once furniture has been purchased, delivered, and accepted by the customer, we are unable to accept returns solely based on size compatibility. We advise our customers to be thorough in their measurements and consider the dimensions of the selected furniture before finalizing their order. Our customer service team is available to provide detailed product specifications to assist you in making an informed decision. We appreciate your understanding and cooperation in making sure your furniture selection aligns seamlessly with your space.

What do I do if my furniture arrives damaged?

Naturally we endeavour to deliver all our furniture in good condition. When your order has been unwrapped in your home or office and there are signs of transit damage, this is what to expect:

The FFL delivery team will complete an incident report form to record the problem. They will ask you to sign it. They may also take photographs to accompany the paperwork. The Incident Report form will be returned to the showroom. It will be logged against your order number, and assessed for action.
A technician will arrange to visit your home/office and fix the problem to manufacturing standards, generally within 7 days. If he cannot resolve the matter on the first visit and parts are required, we will endeavor to source them as quickly as possible.
If a repair cannot be made, we will replace the furniture. The goods that are deemed faulty revert to the ownership of FFL and must be in our possession before payment is refunded.
You are welcome to contact us at any time either through e-mail or mobile phone and we will do our best to assist you. Your statutory rights are not affected.

What about VAT exemptions?

A proforma invoice will be provided to customers who are entitled to VAT exemption. Full payment, inclusive of VAT, will be required if you want delivery of the goods before the necessary approval has been obtained. Refund of the VAT amount will be done as soon as you provide the approved forms.