FAQ‘S

You can contact us through the following official channels:

• Phone: 083 391 8899
• WhatsApp: 083 391 8899
• Email: zhonglidesigns@gmail.com

Customer Service: Available 24/7 via phone, WhatsApp, online chat, and email.

Physical Store Hours:
Monday to Friday, 8:00 AM – 6:00 PM
(Self-pickup and in-store consultations are available during store hours only.)

Store Address:
433 Martin Crescent, Tunney, Germiston, Gauteng, South Africa, 1401

Customers are welcome to visit for product demonstrations, consultations, and order pickups.

Our customer support team can assist with a wide range of inquiries, including:

• Order tracking and delivery status
• Product information (size, materials, availability)
• After-sales support and troubleshooting
• Order cancellation or address modification
• Refund and return status
• In-store pickup scheduling
• Complaints, feedback, and escalations

We aim to provide instant responses via phone, WhatsApp, and online chat. For all inquiries, an acknowledgment is sent within 1 hour, and a complete solution is provided within 24 hours.

Yes. For electric massage chair-related inquiries or after-sales support, please call our dedicated service line at 083 392 8899.

Alternatively, contact us via online chat, WhatsApp, or email and include "Massage Chair Inquiry + Order Number" for priority handling by a specialist.

Yes. Simply click the "Online Chat" button located on the right-hand side or bottom of our official website to start a real-time conversation.

Online chat support is available 24/7 and supports both text and image uploads, allowing customers to share photos of issues for faster resolution.

To help us assist you efficiently, please include the following details in your email:

• Order number
• Purchaser's name
• Contact phone number
• Detailed description of your inquiry or issue (product model, fault details, or consultation request)

For store-related matters, please include "Store-related" in the email subject line.

To schedule an in-store pickup, contact customer service via online chat, phone, or WhatsApp and state "Pickup Appointment + Order Number."

After confirming stock availability, our team will provide available pickup times. Please bring your order number and a valid ID for verification when collecting your items.

If you are dissatisfied with a resolution, you may submit an appeal by emailing zhonglidesigns@gmail.com with the subject line "Appeal + Order Number."

Please provide a detailed explanation of your request. Our management team will review the case and issue a final response within 3 business days.

In-Store Pickup is a convenient "Pay Online & Pick Up In-Store" service. After completing payment on our website, you can collect your order directly from our store at a scheduled time—no waiting for delivery, fast and hassle-free.

To choose In-Store Pickup, simply follow these steps:

1. Select your desired products and add them to your cart.
2. Proceed to checkout and choose "Store Pickup (In-Store Collection)" under the Delivery Method.
3. Confirm your order and complete payment to reserve your items.

Designated Pickup Store:
433 Martin Crescent, Tunney, Germiston, Gauteng, South Africa, 1401

Customers may also enjoy on-site product inspection and consultation during pickup.

Pickup availability depends on stock status:

• In-stock items: Ready for pickup within 1–2 business days (excluding weekends and public holidays).
• Pre-order or out-of-stock items: Our customer service team will notify you via SMS or email once the items arrive, typically within 3–5 business days.

Please bring the following for verification:

• Your order number (shown on the website or in the confirmation email)
• A valid ID of the purchaser (ID card, passport, or driver's license)
• Payment receipt or screenshot (optional, for faster verification)

Orders will be released after successful verification at the store.

Yes, pickup by an authorized proxy is allowed. The proxy must provide:

• Order number
• A handwritten authorization letter from the purchaser (can be emailed in advance to zhonglidesigns@gmail.com)
• Copies of both the purchaser's and proxy's valid IDs

The store will release the order once all documents are verified.

Yes. Orders must be collected within 7 days of the notified pickup window. Reminder notifications will be sent via SMS or email.

Orders not collected within 10 days will be automatically canceled, and a full refund will be issued with no fees.

No. In-Store Pickup is completely free. There are no pickup or reservation fees, and shipping costs are automatically waived at checkout.

Yes. You may inspect the product's appearance and check accessory completeness at the store.

If any quality issues or missing accessories are found, please notify store staff or online customer service immediately to arrange an exchange or refund on the spot.

Order Modification:
Contact customer service before pickup via online chat, phone (083 391 8899), or WhatsApp with your order number and request (e.g., item change or pickup time extension).

Order Cancellation:
Orders can be canceled anytime before pickup. Please contact customer service to request cancellation. Full refunds are processed within 3–5 business days via the original payment method.

We currently offer delivery within South Africa only. International shipping is not available. Delivery covers major cities such as Johannesburg, Cape Town, and Durban, as well as surrounding areas.

For remote or outlying locations, please contact our customer service team to confirm delivery availability before placing your order.

Estimated delivery times after dispatch are as follows:

• Major cities (e.g. Johannesburg, Cape Town): 1–3 business days
• Other cities and regions: 3–5 business days
• Remote areas: 5–7 business days

Delivery times may vary depending on courier performance and local conditions.

Orders over R5,000 qualify for free delivery. Orders under R5,000 are subject to a flat shipping fee of R199.

All shipping fees are automatically calculated and clearly displayed at checkout before payment.

Once your order has been shipped, a tracking number and tracking link will be sent via SMS or email.

You may also contact us via website live chat, phone (083 391 8899), or WhatsApp with your order number for real-time updates.

1. Select “In-Store Pickup” at checkout or contact customer service after placing your order.
2. After stock confirmation, we will notify you of the pickup time, usually within 1–2 business days.
3. Bring your order number and the purchaser’s ID to the store:
   433 Martin Crescent, Tunney, Germiston, Gauteng, 1401
4. Your order will be released after verification.

Orders must be collected within 7 days from the confirmed pickup availability date.

Orders not collected within this period may be converted to delivery, and additional shipping fees may apply. A pickup extension of up to 3 days can be requested by contacting customer service.

If your order has not arrived within the estimated delivery timeframe, please contact customer service via live chat, phone, or WhatsApp with your order number.

We will check the logistics status and provide an appropriate solution, such as reshipment or shipping fee adjustment where applicable.

Once an order has been shipped, the delivery address cannot be changed.

For address updates, please contact customer service before shipment. After shipment, address changes must be handled directly with the courier or resolved according to the return policy.

Large furniture items such as massage chairs and sofas include door-to-door delivery. Basic installation is available for selected products.

If additional assembly services are required, please indicate this at checkout. Assembly fees range from R150 to R399 depending on the product.

Yes. A third party may collect your order on your behalf by presenting:

• The order number
• A handwritten authorization letter from the purchaser (email copy accepted)
• Copies of both the purchaser’s and the proxy’s IDs

Orders will be released after successful in-store verification.

1. Browse products on our official website and select your preferred style or model.
2. Add items to your cart and review product details.
3. Click "Checkout" to proceed.
4. Enter your delivery address or select In-Store Pickup.
5. Apply gift vouchers or promotional codes (if available).
6. Select a secure payment method and complete payment.
7. Receive an order confirmation via email or SMS and wait for delivery or pickup notification.

No. You can shop using Guest Checkout without registering an account. Only your contact details and shipping information are required.

Creating an account allows you to track order history, save favorite items, and enjoy faster checkout for future purchases.

1. Locate the "Gift Voucher / Promo Code" field at checkout.
2. Enter the code exactly as provided (case-sensitive, no spaces).
3. Click "Apply" to activate the discount.
4. The system will automatically deduct the applicable amount from your total.

If a code cannot be applied, the system will display the reason (e.g. expired code or unmet conditions).

We support 100% secure payment methods, including:

• Credit Cards (Visa / Mastercard)
• Debit Cards
• Electronic Funds Transfer (EFT)
• PayPal

All transactions are encrypted and processed through secure payment gateways to ensure your financial information is fully protected.

After completing payment, you will see an "Order Confirmed" page. An order confirmation email or SMS containing your order number will also be sent automatically.

If you do not receive confirmation, you may contact customer service via live chat or phone and provide your email address or mobile number for verification.

Yes, before shipment only. Please contact customer service as soon as possible to:

• Update your delivery address
• Change to a different product model (within the same price range)

Once the order has been shipped, modifications are no longer possible. Please refer to our after-sales policy for further assistance.

Yes. Products marked as "Low Stock" support pre-order placement. Orders will be fulfilled based on restocking schedules, typically within 3–5 business days.

Customer service will provide an estimated shipping date. If you prefer not to wait, you may choose an alternative product or request a full refund.

• Registered users: Log in and visit My Account → Orders.
• Guest users: Use your order number and mobile number via the website's Order Inquiry page.
• Once shipped, a tracking number and link will be sent via email or SMS for real-time delivery tracking.

• Only one voucher or promo code may be used per order.
• Gift vouchers and promo codes cannot be combined.
• Codes have expiration dates and cannot be reissued.
• Clearance items (70% off or more) may be excluded.
• Vouchers are non-refundable and cannot be redeemed for cash.

If you encounter payment failures, voucher issues, or technical problems, please contact customer service immediately.

Phone / WhatsApp: 083 391 8899
Email: zhonglidesigns@gmail.com

Please provide your order number, screenshots (if applicable), and a brief description of the issue. Our team will assist you within 1 hour.

We support multiple secure payment methods in South Africa, including:

• Credit Cards (Visa & Mastercard)
• Debit Cards
• Electronic Funds Transfer (EFT)
• PayPal

All payment options are widely used and designed to provide a smooth and secure checkout experience.

Yes, online payment on our website is 100% secure.

We use advanced SSL-encrypted payment technology to protect all transactions.

Your card details, payment passwords, and personal information are fully encrypted and never stored on our servers.

Our payment system complies with South African online payment security standards.

Payment failures may occur for the following reasons:

• Unstable internet connection during checkout
• Incorrect card details (card number, expiry date, or CVV)
• Insufficient balance or credit limit
• Bank security or fraud prevention block (contact your bank)
• EFT payment not completed or confirmed in time

Currently, we do not support installment or split payments.

All orders must be paid in full at checkout.

Once payment is successful, your order is confirmed immediately and can be tracked online.

• Credit/Debit Cards & PayPal: Instant confirmation. An order number is generated immediately and a confirmation email is sent.
• EFT Payments: Usually take 1–2 business days to clear. Once received, your order is confirmed and processed automatically.

No. Each order supports only one payment method.

Mixed payments (for example, partial card and partial EFT) are not currently supported.

Yes. Enter your Gift Voucher or Promo Code during checkout.

The voucher value will be deducted instantly, and the remaining balance can be paid using any supported payment method.

Yes. We accept international Visa and Mastercard credit cards, including non-South African cards.

Currency conversion is handled automatically by your issuing bank at the applicable exchange rate.

We do not charge additional cross-border fees.

Refunds are returned to the original payment method used:

• Credit/Debit Cards & PayPal: 3–5 business days
• EFT refunds: 5–7 business days

Processing times may vary depending on your bank or payment provider.

If you encounter any payment issues such as duplicate charges or successful payment without order confirmation, please contact our customer support team immediately:

• Live Chat: Available on our website
• Phone: 083 391 8899
• WhatsApp: 083 391 8899
• Email: zhonglidesigns@gmail.com

Please provide payment screenshots, the last 4 digits of your card, and the phone number used for the order.

Our team will resolve the issue within 1 hour.

Any duplicate charges will be fully refunded.

You can view full product specifications in the following ways:

• All key details including size, materials, and features are clearly listed on each product detail page on our official website.
• Click "Contact Customer Service" on the product page (online chat or phone) and provide the product model to receive additional information.
• Visit our physical store to inspect the product in person and review printed manuals if available.

Product availability is shown directly on each product page with real-time status indicators such as: "In Stock," "Low Stock," or "Out of Stock."

For the most accurate inventory confirmation, you may also contact our customer service team via online chat or phone at 083 391 8899 before placing an order.

Please note that popular items such as massage chairs and coffee tables may sell quickly, so we recommend double-checking availability.

Yes. Out-of-stock products support pre-order placement. After your order is placed, our customer service team will inform you of the estimated restocking time, typically 3–5 business days.

Once restocked, pre-orders are shipped with priority. If you prefer not to wait, you may choose an alternative product or request a full refund with no fees.

Yes. We offer premium quality guaranteed on all products purchased from our official website.

All standard products (excluding custom-made items) include a 6-month warranty covering non-human-related defects such as structural issues or functional failures.

Assembly requirements vary depending on the product type.

• Small items (such as shelving units and side tables) require simple self-assembly. Clear assembly instructions and necessary tools are included, and most customers can complete the assembly easily without professional assistance.
• Large items (including massage chairs and wardrobes) are delivered partially pre-assembled to ensure safe transportation. Customers are required to complete the final assembly themselves. We do not offer installation or assembly services at this time.

If you have any assembly-related questions, our customer support team is available to provide step-by-step guidance and product manuals online.

We offer a 7-day hassle-free return policy. If the product does not match the website description, please contact customer service within 7 days and provide photos of the received item.

After verification, we will arrange a return or exchange. All return and replacement shipping costs are covered by us. Refunds are processed within 3–5 business days to the original payment method.

No. At this time, we do not offer product customization services, including changes to size, color, materials, or design.

All products are sold as standard, ready-made items based on the specifications and options displayed on the product detail pages. This ensures consistent quality, accurate pricing, and faster order processing.

We encourage customers to carefully review product dimensions, colors, and features listed on the website before placing an order. If you have any questions about product specifications or suitability, our customer service team is happy to assist before purchase.

Yes. Subscribe to our official website Newsletter to receive notifications about new product launches, detailed features, and promotional offers.

You can also visit the "New Arrivals" section on our website to view the latest products in real time.

If a quality issue occurs, please follow these steps:

• Within the warranty period: Contact customer service with the subject "Warranty Claim + Product Model," and provide a fault description along with clear photos. We will arrange a repair or replacement.
• Outside the warranty period: Paid repair services are available. Our team will provide a repair quote and estimated completion time.

Yes. You are welcome to visit our physical store to view products in person and receive professional assistance.

Store Address:
433 Martin Crescent, Tunney, Germiston, Gauteng, 1401

Selected items are available for immediate in-store pickup.

Yes. We offer a 7-day worry-free return policy. Eligible products may be returned without reason within 7 calendar days from the date of delivery.

Returns requested after 7 days are only accepted in cases of quality-related issues, and supporting proof will be required.

To be eligible for a return, all of the following conditions must be met:

• The item must be in unused, undamaged, and resale-ready condition, with no scratches or signs of wear.
• All original accessories, manuals, and packaging must be complete (for example: screw packs, storage pouches, instruction booklets).
• Custom-made products and items whose assembly affects resale value are excluded from no-reason returns.

• Contact our customer service team via online chat, phone, or WhatsApp at 083 391 8899. Please state "Return Request + Order Number" and provide clear photos if applicable.
• After verification, we will provide the return address and shipping instructions.
• Return the item by courier (or in-store) and keep your tracking number.
• Once the returned item is received and inspected, a refund will be processed within 3–5 business days.

Return shipping responsibility depends on the reason for the return:

• Quality-related issues (such as defects, functional failures, or material mismatch): We cover all return and replacement shipping costs.
• Personal reasons (such as change of mind or size mismatch): Return shipping costs are the customer's responsibility and may be deducted from the refund.

Refunds are processed via the original payment method used at checkout:

• Credit/Debit Cards & PayPal: 3–5 business days
• EFT Transfers: 5–7 business days

Actual processing time may vary depending on your bank or payment provider.

No. Customized products (including special sizes, colors, or functional modifications) cannot be canceled after ordering and are not eligible for no-reason returns.

Only verified quality issues within the warranty period qualify for repair or replacement.

Yes, assembled products may be returned only if all of the following conditions are met:

• The product is undamaged and shows no signs of use
• All parts, accessories, and original packaging are complete
• The item remains resalable

If these conditions are not met, the return may be refused or subject to a partial depreciation fee.

Yes. You may return eligible items directly at our store. Please bring the product, all accessories and packaging, your order number, and proof of delivery.

Store Address:
433 Martin Crescent, Tunney, Germiston, Gauteng, 1401

After on-site verification by our staff, the return will be processed immediately. Refunds follow the same timeline as online returns.

Yes. When submitting your return request, simply inform our customer service team that you would like an exchange.

You may exchange for an item of equal value or pay the difference for a higher-priced product. The exchange process follows the standard return procedure and does not require a separate request.

Please contact our customer service team within 24 hours of delivery. Provide clear photos of the damage, a list of missing accessories, and a photo of the shipping label.

After verification, you may choose to receive replacement accessories, an exchange, or a full refund. All related shipping costs will be covered by us, and you will not be required to return the damaged item.

These Terms & Conditions apply to all orders placed via our official website (www.artisansa.co.za) and all in-store purchases within South Africa.

This includes delivery orders and self-pickup orders. International orders, where applicable, must also comply with cross-border logistics, customs, and payment-related regulations.

An order becomes valid once full payment is successfully completed and the customer receives an official Order Confirmation Email or SMS generated by our system.

Orders will automatically expire if payment fails, order information is incorrect, or the item becomes unavailable. Any payments made for invalid orders will be fully refunded.

No. Once an order is confirmed, the product price is locked. Price adjustments, promotions, or discounts launched after your purchase will not affect confirmed orders.

In rare cases of system-related pricing errors, we reserve the right to cancel the order and notify the customer. In such cases, a full refund will be issued without additional compensation.

All non-customized products are covered by a 6-month warranty, calculated from the date the product is received by the customer.

The warranty covers product quality issues not caused by human factors, including:

• Structural loosening or breakage (for example, furniture frames)
• Functional malfunctions (such as massage chair motors or adjustment buttons)
• Material defects (such as cracking or paint peeling not caused by external force)

Eligible issues within the warranty period qualify for free repair or replacement.

The following situations are not covered under warranty:

• Damage caused by human factors (collisions, scratches, improper installation)
• Normal wear and tear (such as fabric pilling or minor paint oxidation)
• Improper use or unauthorized modification (exceeding weight limits or dismantling core components)
• Damage caused by natural disasters or logistics providers (claims must be filed directly with the courier)

Ownership is transferred only after both conditions are met:

• Full payment has been completed
• The product has been delivered or successfully collected in-store

At this point, ownership formally transfers from the platform to the customer.

To request warranty service, please follow these steps:

• Contact customer service within the warranty period via online chat, phone, or WhatsApp at 083 391 8899. Please state "Warranty Claim + Order Number + Product Model."
• Provide a clear fault description, photos or videos of the issue, and proof of delivery.
• After verification, we will arrange on-site repair, return shipping for inspection, or direct replacement. On-site service is prioritized for large items.

Customers are responsible for the following obligations:

• Providing accurate and truthful order information (address, contact details, and payment information)
• Safeguarding account credentials to prevent unauthorized access
• Using, assembling, and maintaining products according to the instruction manuals

Any issues arising from improper use or negligence are the responsibility of the user.

Yes. Any updates to our Terms & Conditions or warranty policies will be published in the "Terms & Conditions" section on our website.

Subscribers will also be notified via email newsletter. Updated terms take effect the day after publication, while historical orders remain subject to the policies in place at the time of purchase.