FAQ’s
How long will it take to receive my order?
Dispatch is within 3 business days and delivery takes 1 – 5 business days for small items (less than 15 kg/vol) depending on the delivery location
(Gauteng - 1-3 days / remote areas - up to 5 days).
Larger furniture items may take up to an additional 9 business days via freight delivery.
You may collect online purchases from the Boksburg or Design Quarter, Fourways Sotran branches once you have established at which Branch they are available.
Weekend collections are to be arranged during weekdays to ensure stock is prepared beforehand.
What is your refund/return policy?
Refunds: We only provide cash refunds for faulty items. Exchanges are possible within 7 days of purchase with the original receipt.
Online Purchases: Items purchased online can be exchanged within 14 days with proof of purchase.
Shipping costs are non-refundable.
Returns & Exchanges: Items can be returned or exchanged within 7 days if they meet certain criteria (see T’s & C’s page)
Exchanged items are to be collected from your premises at your expense. Items ascertained to have experienced non-abusive product failure or posing a definite safety hazard will be evaluated by Sotran Management and one of the following actions taken: Item will be collected, repaired and returned at Sotran's expense. If inappropriate, the item will be replaced at Sotran's expense. If unreasonable wear and tear is suspected, Sotran will quote to repair at your expense.
Refunds may be considered under extreme circumstances, subject to a 15% handling fee, and may take up to 7 working days to approve.
Does your furniture carry a warranty?
Yes, our furniture and couches are covered by a comprehensive warranty to ensure your peace of mind.
3-Year Warranty on Furniture Items: Our wooden furniture is covered against defects in materials and workmanship under normal use and service. For more details, please click here.
15-Year Warranty on Couches: It is reassuring to know your new couch or occasional chair frames are protected by the warranty for 15 years. Foam, stitching and sofa feet are also included in the warranty for 2 years after the purchase date. For more details, please click here.
Please retain your warranty card and original receipt as proof of purchase to make the most of this coverage. We are committed to providing high-quality products and exceptional peace of mind with your purchase.
What should I do if my item arrives damaged?
In the unlikely event that your item arrives damaged or defective, please get in touch with our customer service team immediately on 011 8946950 or info@sotran.co.za. We work swiftly to resolve the issue, whether that means arranging a replacement, repair, or refund for you (at our sole discretion).
Can I make changes to my delivery?
Changes to your shipping address or delivery date can be made before your order is dispatched, but not after. Please contact our customer service team immediately on 011894 6950 or at info@sotran.co.za with your request.
We will do our best to accommodate your needs and ensure a smooth delivery experience.
Can I cancel an item/order once placed?
Cancellations must be communicated to our customer service team immediately, once the order is processed and dispatched, cancellations are not possible.
Cancellation of orders by you will attract a 10% administration fee.
What are your payment options?
We offer various easy Online options:
Payfast - Various Card (Visa & Mastercard) & other payment options (Mobicred - SnapScan - Instant EFT)
Paygate - Various Card Payment Options (including American Express & Diners Club)
Manual EFT - Get an Invoice by email and pay it manually via EFT.
Ozow - Make an auto electronic transfer payment. (Instant EFT)
Yoco - Make an online payment for an existing invoice - Click to pay
What credit options available?
We have 3 credit provider options to choose from
Payflex for short-term credit (6 weeks – No Interest or Fees) apply instantly during checkout
PayJustNow for short-term credit (3 months – No Interest or Fees) apply instantly during checkout
FeverTree offers credit for any amount up to 24 months (apply before checkout)