How do I place an order? Once you have selected your furniture, add the items to your shopping basket. Each item is individually priced. Your order will be forwarded to us, after which our Sales Representative will give you a call and later hand your order to the dispatch team. The products will then be delivered to your home or office. Please note that there is an additional delivery charge for orders under KES 50,000/-.
How do I pay? We accept Cash, Credit Cards (Visa & MasterCard), M-Pesa, Bank Transfers, and Cheques / Banker’s Drafts. In the event of payment by cheque or banker’s draft, delivery will be scheduled once the funds have cleared (typically within 5 working days).
Can you tell me the availability of a specific item? We maintain an efficient stock system. Please call or email us, and we will be happy to confirm availability. Please note that availability cannot be guaranteed between the time of inquiry and the time of payment.
Where do you deliver? We provide nationwide delivery across Kenya.
What happens on the day of delivery? You will be contacted in advance by a member of our staff to advise when we are delivering to your area. Assuming your goods are not self-assembly, we will position the furniture as directed and remove all packaging materials (unless you wish to keep them). Please ensure all access points are clear of obstacles and that an authorized person is present to receive and sign for the furniture.
What happens if I am out when you deliver? As all deliveries must be signed for, we will be unable to leave your furniture, and it will be returned to our distribution center. Our team will contact you to arrange a new delivery date, which will incur an additional delivery charge.
Can I nominate a day or time for delivery? To keep our operations efficient and provide the best value, we endeavor to deliver your order as swiftly as possible according to our delivery schedule. We appreciate your cooperation in accepting delivery on this basis.
Can you take my old furniture away? No, we do not currently provide a disposal or removal service for old furniture.
Can Rockett Furniture store my furniture? We do not offer long-term storage services. By delivering goods promptly, we can minimize costs and provide you with the best possible pricing. Items must be collected or delivered within 14 days of notification.
What if my furniture does not fit? It is important to check that the furniture will fit into your home and the specific room. Please measure all doors, stairways, and the intended space carefully. For office projects, our team can provide advice on products that best suit your measurements.
Do you deliver overseas? We do not offer direct overseas delivery. However, you may nominate your own shipper. We can deliver to their local address, or they can collect the items from our facility.
Can I just pay a deposit? Yes, to reserve an item for a limited period, a 60% deposit is required.
What if I don’t like it after it’s been delivered? We are unable to accept returns for goods that have been specially selected by you and delivered at your request if you simply change your mind. We encourage customers to choose carefully before confirming an order.
What do I do if my furniture arrives damaged? We strive to deliver all furniture in perfect condition. However, if your order is unwrapped and shows signs of transit damage, please follow these steps:
- Usability: If the furniture is usable despite the damage, you are welcome to use it while we resolve the issue.
- Incident Report: The Rockett Furniture delivery team will complete an incident report and may take photographs. You will be asked to sign this report.
- Assessment: The report will be assessed against your order number for immediate action.
- Repair: A technician will be arranged to visit and repair the issue to manufacturing standards, generally within 7 days.
- Replacement/Refund: If a repair is not possible, we will replace the item or offer a full refund. Faulty goods revert to the ownership of Rockett Furniture and must be in our possession before a refund is processed.
- Limitation: Refunds are limited to the original purchase price of the unsatisfactory merchandise.
What do I do if I have a complaint with an order? Your satisfaction is our priority. If you need assistance or wish to discuss an issue, please contact us via email at info@rockettfurniture.com.
What about VAT exemptions? A proforma invoice will be provided to customers entitled to VAT exemption. Full payment, inclusive of VAT, is required if delivery is requested before official approval is obtained. A refund of the VAT amount will be processed as soon as the approved exemption forms are provided to us.