OPEN FOR ORDERS! HELLO 2026!

Frequently Asked Questions and Terms & Conditions

Where are you based, and can we view products before ordering?

We welcome viewings because we know how helpful it is to see items in person. We operate by appointment only from Monday to Thursday (9am – 3pm). Please email us or send a WhatsApp message to schedule your visit as w don't always have standing stock to view.

1. Production & Lead Times
  • Standard Orders: Depending on stock availability, please allow a lead time of 10 to 14 business days for your order to be crafted and prepared for dispatch or factory collection.
  • Custom Orders: We love custom projects! Please email us your ideas and dimensions for a custom quote. Please note that custom projects require an additional 7 to 14 business days added on top of our standard production lead time.
2. Delivery Rates & Shipping Restrictions
Once your item has finished production, it will be handed over to our courier partners. We deliver nationwide across South Africa with specific item restrictions:
  • Cape Town Local Delivery: Flat rate from R150-R250 (calculated seamlessly at checkout using our local postal code zones).
  • Rest of South Africa (Outside Cape Town): Base rate starts at R150+ depending on parcel size and location.
  • Large Item Restriction: Due to weight and transport safety limitations, none of our large furniture products (such as chest of drawers, desks, and tables) can be shipped outside of the greater Cape Town area. These items are strictly available for Cape Town delivery or factory collection only.
3. Shipping Windows
  • Transit Time: Once your order is fully crafted and dispatched from our workshop, courier delivery takes 3 to 5 business days depending on your location in South Africa.
  • Tracking: You will receive a tracking link via email as soon as your package has been booked with our couriers so you can monitor its arrival.
4. Free Factory Collection (By Appointment Only)

Avoid shipping fees completely by choosing to pick up your order directly from our workshop in Paarden Eiland, Cape Town.

Collections are strictly BY APPOINTMENT ONLY Monday through Thursday, between 9am and 3pm (Closed Friday – Sunday). Please wait for your "Ready for Collection" notification email before scheduling your timeslot.

Why does my product look slightly different from the website?
As a natural product, wood varies in grain and color, and items may darken differently over time,. These unique variations mean your piece is one-of-a-kind.

RETURNS, REFUNDS & CANCELLATIONS
Because our wooden products are crafted uniquely on order, we maintain a strict production and returns policy. Please review our terms below before completing your purchase.
1. Made-to-Order & Custom Products
  • No General Refunds: We operate on a strict No Refund / No Exchange policy for change-of-mind purchases, as all standard catalog items are made strictly on order.
  • Personalised Items: All custom-sized pieces or items featuring custom text/engravings are 100% non-refundable and cannot be cancelled once production has started.
2. Faulty or Damaged Items
We take great pride in our craftsmanship, but if an item arrives with a structural manufacturing defect, we will fix it immediately.
  • Reporting Window: You must inspect your order upon delivery and report any structural faults within 48 hours of receipt by emailing orders@thewudhub.co.za. Please include your order number and clear photographs of the fault.
  • Our Resolution Process: If the fault is verified to be on our side, we will arrange to collect the item from your delivery address, return it to our Paarden Eiland factory for assessment/repair, and deliver it back to you entirely free of charge.
3. Inherent Wood Characteristics (Not Eligible for Return)
Wood is a natural, living product. The following natural variations are completely normal and do not qualify as manufacturing defects or faults:
  • Natural variations in wood grain patterns and knots.
  • Minor variations in the depth or darkness of the laser engraving gradient.
  • Natural darkening or color shifts in the wood over time due to light exposure.
4. Order Cancellations
  • If you need to cancel a standard order, you must notify us within 24 hours of placement.
  • Once timber has been cut or engraving setups have begun at the factory, the order can no longer be cancelled or refunded.