Frequently Asked Questions (FAQs)
Morpheus Furniture
Welcome to our FAQ page. Here you will find answers to the most common questions regarding our products, delivery services, and strict return policies. We recommend reading this section carefully before placing an order to ensure you are fully informed.
1. Shipping & Delivery
Q: Do you provide free shipping?
A: We offer free shipping on orders over R1500, specifically for selected areas within the Western Cape.
- For orders under R1500 or delivery addresses outside of these selected Western Cape areas, standard shipping rates will apply, and the client is liable for the full shipping cost.
- Please check your postal code at checkout to see if you qualify for the free shipping tier.
Q: Can I use my own courier to pick up my order?
A: Yes, you are welcome to arrange your own courier service. However, please be aware that Morpheus Furniture is released from all liability the moment the items are collected from our factory.
- If your chosen carrier causes any damage, scratches, or dents during transit, we cannot be held responsible.
- Items damaged by third-party couriers are not eligible for return or refund.
Q: Do you assemble the furniture upon delivery?
A: We can assist with assembling your product upon delivery, provided this is requested in advance.
- Please let us know at the time of ordering if you require assembly assistance.
- Note: This service is subject to availability and specific delivery circumstances. Morpheus Furniture reserves the right to decline assembly requests based on the delivery location, schedule, or team capacity at the time.
2. Returns & Cancellations
Q: What is your return window?
A: We operate a strict 7-day return policy.
- If we deliver: The 7-day window begins the moment our team delivers the item to your address.
- If you collect: The 7-day window begins the moment your scheduled courier collects the item from our factory.
- You must initiate the return and have the item in transit back to us within this period. Returns attempted after 7 days will not be accepted.
Q: Can I return a mattress if I find it uncomfortable?
A: We understand that comfort is very personal, but we do not offer a "Sleep Trial" period for our mattresses. Because we adhere to incredibly strict hygiene standards to ensure every customer receives a brand-new, untouched product, we cannot accept returns on mattresses based on comfort preference once they have been opened or used. We encourage you to review the firmness and specifications carefully before purchasing to ensure it meets your needs.
Q: Is there a fee for returning an item?
A: Yes. All returns are subject to a mandatory 25% restocking and administration fee. This amount is deducted from your total refund to cover the costs of inspection and repacking. Additionally, original shipping fees are non-refundable (unless you qualified for free shipping, in which case the return shipping remains your responsibility).
Q: Can I cancel my order before it ships?
A: You may request a cancellation; however, please note that immediate refunds are automatically charged a 25% administrative fee, even if the item has not yet left our facility. This fee covers the administrative costs and inventory allocation associated with processing your order.
3. Custom Orders
Q: Can I return a custom-made bed or wardrobe?
A: No. All custom orders are Final Sale. This includes any item that has been made-to-order, upholstered in a specific fabric of your choice, or altered to specific dimensions. These items cannot be returned, refunded, or exchanged at any stage.
4. Product Care & Damages
Q: What if my item arrives damaged?
A:
- Morpheus Delivery: If we delivered your item, please notify us immediately upon receipt so we can resolve the issue.
- Your Own Courier: If you arranged your own shipping, you are fully liable for any damages found. We cannot issue refunds or exchanges for damages that occurred after the product left our factory care.
- Acceptance of Goods: Once you (or your carrier) accept the items, you are confirming they were received in good condition.
Q: Will my furniture fit through my door/stairs?
A: It is the customer's sole responsibility to ensure that the furniture will fit through all doorways, hallways, and staircases before placing an order. We provide detailed dimensions on our product pages. If an item does not fit and must be returned, it will be treated as a standard return subject to the 25% restocking fee and return shipping costs.