Frequently Asked Questions

We have listed your most frequently asked questions with answers. 

If you have any other questions, please don’t hesitate to contact us.

We do have a dedicated support team waiting to answer all of your questions you might have. If you’d like to find out more about a specific product, delivery, payment terms, technical specs etc, our team is happy to answer all of your questions!

info@thedisplayroom.com

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General Questions

Do I need to register with The Display Room?
No, there is no need to register an account at The Display Room. We've made the buying process seamless. Add your desired products to your basket, checkout and wait for your products to be delivered.

How do I buy something from The Display Room?
Select a product by clicking on the product. A complete product description, price, availability, as well as estimated delivery dates and times will pop up. You are welcome to contact us at any time should you require more information on any product, service, or delivery.

To add a product to your basket.
Once you have selected the product, click on “Add to Basket”. You can now continue shopping and select more products and “Add to Basket”.  Accessing the contents of your shopping cart can be done at any time by clicking on the basket button on the top right of any of The Display Room website pages.

Click “Proceed to Checkout” after you have reviewed the items in your shopping basket.  Choose a method of payment and finalise the transaction.

Payment

What are my payment options?
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Use your Credit- or Debit Card: Mastercard and Visa.
- Instant EFT via PayFast allows online shoppers with access to internet banking, to make an Electronic Funds Transfer (EFT). The transaction is instantly verified. PayFast, a secure payment gateway for most online companies in South Africa, is also The Display Room’s choice to guarantee clients a fast and secure way of transacting.
- Cash transactions are not an option, unfortunately.

When will my credit card be charged?
Credit Cards will be charged after the successful placing of an order and approval of the card company is confirmed.

Delivery

Who is responsible for delivery and what is the delivery cost?
All deliveries are done by The Display Room and free of charge regardless of the transaction value. We pledge a superior delivery service. Courier companies are selected according to locations and geographical areas. Other prerequisites are consistent service, price, and punctuality, all essential qualities to ensure the best delivery service to clients of The Display Room.

When will my order be delivered?
Regarding Credit- and Debit Card Payments, delivery is immediately. For EFT Payments, delivery scheduling commences as soon as the payment is reflected in The Display Room’s the bank account.  Every effort is made by The Display Room to deliver by the Estimated Delivery Date indicated the client’s order. Changes to delivery dates will be made via SMS or e-mail to clients.

Can I change my delivery address after I have ordered?
The automated electronic process does not allow for delivery address changes after purchasing and payment of goods.  However, clients can change their delivery addresses by updating their ACCOUNT PROFILES to have future orders delivered to their new street addresses.

Can you split my delivery, sending in-stock items first and the rest later?
Suppliers to The Display Room have different lead times.  When an order is made up of products from different suppliers, and it affects the envisaged 3-7 business day delivery time, clients will have the option to split their order if they so prefer.

What happens if a product is missing from my shipment/delivery?
We will investigate the matter at once. Contact The Display Room immediately via e-mail with the details of the product(s) not included in the delivery.  Upon receipt of the e-mail, The Display Room will contact the client.

Can I choose a specific time or day for my delivery?
Unfortunately, not. After the courier company has collected the parcel from The Display Room, we cannot determine their delivery schedule. But the courier company can liaise with the client, or vice versa, and arrangements for delivery on a particular day and time can be discussed between the client and the courier company.

Do we provide International Shipping as an option?
At the moment we only delivery nationwide throughout South Africa.

Returns

Wat is The Display Room’s general view on return purchased merchandise?
Client satisfaction is our top priority. If a client is not 100% happy with their purchases, our RETURN POLICY provides for the returning of purchased merchandise. We aligned our return policy rules with the supplier’s. To be reimbursed with the full amount, it is of paramount importance to receive the product in pristine condition for The Display Room to accept it back in stock again.  Therefore, the product should be returned, together with the valid invoice, within 7 days to The Display Room. The product must be returned in its original product wrapping/packaging and must be unopened and undamaged. For more information, please read our RETURN POLICY.

The Display Room’s Return Policy – What does it entail?
Our Return Policy is part and parcel of our Terms & Conditions, a comprehensive document presented at the bottom of the Home Page. For clarity on any of the points in the document, kindly contact us telephonically or via e-mail and we will inform you accordingly.

Can I return a product without the original packaging/wrapping and/or accessories
Unfortunately, not – the complete product in its entirety, must be returned. Please see paragraph 4.1.

May I return a product after the original packaging/wrapping has been opened?
Yes, certainly, but only if the product is returned within the 30-day period and the product is non-defective and in a 100% resellable condition. All product manuals, accessories and original packaging material must be included.  Upon receipt of the returned merchandise, The Display Room will test the product and repackage the product.  This process demands a restocking fee of 15% so it can be sold at a reduced price.     

What do I do if the item I received is not what I ordered?
If we accidentally delivered the wrong product to you, or if the product is not as described, please contact us and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will deliver the correct product to you (subject to availability) or refund you, depending on your preference.

What to do if a Product is Faulty?
The Display Room distinguishes between Products still under warranty and Products outside warranty.

Products under warranty:
For all products with warranties their warranty period is displayed on the site. Should there be a problem with an item, within the warranty period, we will assist you to have the product evaluated and exchanged or repaired if required. The exact procedure will differ from manufacturer to manufacturer. Please contact us - we'll provide every assistance possible.

Products outside warranty:
Should you experience a problem with a product the product’s warranty period, it might still be possible to arrange for it to be repaired. However, you will be liable for all costs. Please contact us should you need assistance with these items.

Refunds

What does the refund process involve?
1. Our refund process begins after we have completed the evaluation of your returned product.

2. We will send you a notification via email or an SMS once the return examination is completed and the refund has been approved.

3. As soon as the return has been processed by our Returns Team at the warehouse, we will refund you by crediting your account.

4. Refunds via EFT will reflect within 48 hours in your account.

5. Refunds back to the card, used for payment, will reflect within 10 working days of being processed by our team. Please note that this lead time is the maximum timescale as advised by the banks.

Order Issues

How do I cancel an order?
Once an order is confirmed it cannot be cancelled. The Display Room’s sales order process is automated.  However, you can still return the product by following the return protocol in our RETURNS POLICY.

Out of Stock Items
If an item happens to be out of stock, it will normally reflect as such on the product catalogue. Alternatively, we will communicate with you and offer a workable solution. The Display Room is a RESELLER and rely on stock from the Suppliers and Importers and on their timeous communication regarding availability of stock items. 

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