FAQ

Order & Payment Questions

Q1: How can I place an order on your website?

You can browse all home & lifestyle products on our Shop page, add items to your shopping cart, fill in your delivery address, select a payment method and complete checkout to finish your order. You may register an account for easier order tracking next time.

Q2: What payment methods do you accept?

We support secure online bank transfers, credit/debit card payments and mainstream payment channels popular in South Africa. All payments are fully encrypted to protect your financial safety.

Q3: Can I modify or cancel my order after payment?

Orders can be cancelled or adjusted within 12 hours after successful payment by emailing us at info@ctrlandhome.com. Once goods have been packed and dispatched, changes or free cancellation will no longer be available.

Q4: Will I receive an order confirmation after purchase?

Yes. We will send an order confirmation email containing your order number, purchased items and total amount to your registered email address right after payment.

Shipping & Delivery

Q1: How do I track my parcel?

Once your goods are dispatched, we will send a tracking number via email. You can check real-time logistics status with this tracking code.

Q2: What if my package is lost or missing?

Please contact our customer service immediately. We will verify logistics information with the courier company and arrange reshipment or full refund for you if the parcel is confirmed lost.

Returns, Exchanges & Refunds

Q1: What is your return time limit?

You can apply for returns or refunds within 30 calendar days after you receive your parcel.

Q2: Which products cannot be returned?

Clearance discounted goods, disposable party supplies, custom personalized products are non-refundable and non-exchangeable, unless they arrive damaged or defective.

Q3: Who bears return shipping fees?

If items are defective, damaged in transit, wrong items sent by us: we cover all return postage.
If you return goods simply because you change your mind: return shipping costs shall be paid by yourself.

Q4: How soon can I get my refund after returning items?

After we receive and inspect your returned goods, refunds will be processed within 3–7 working days and returned to your original payment account.

Product & Quality Issues

Q1: Why is the colour slightly different from the pictures on the website?

All product photos are taken in natural light. Minor colour deviation caused by different mobile/desktop screen displays is normal and not regarded as a quality defect.

Q2: What should I do if the product arrives damaged or defective?

Take clear photos of the outer package and damaged items within 7 days after receiving goods, then send them to our official email. We will arrange free replacement or full refund promptly.

Q3: Do your products come with any warranty?

Our daily home goods enjoy basic quality guarantee. For manufacturing defects within the valid period, we provide free after-sales solutions.

Account & Personal Information

Q1: Is my personal information safe on your website?

Absolutely. We strictly abide by South Africa POPIA data protection laws, use encrypted technology to store your personal data, and will never sell or disclose your private information to any third parties without your permission.

Q2: How can I unsubscribe from promotional emails?

Every marketing email we send contains an unsubscribe link at the bottom. You can click it anytime to stop receiving our new product and discount notifications.