Question 1

Do you offer free delivery in Kenya?

Accepted Answer

Yes! We offer free delivery to major cities including Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, and Thika. For other locations, delivery fees are calculated based on distance during checkout.

Question 2

How long does delivery take?

Accepted Answer

Standard delivery takes 3-7 business days within Nairobi and major cities. Upcountry deliveries may take 5-10 business days depending on location. Express delivery is available for an additional fee.

Question 3

Will you help assemble my furniture?

Accepted Answer

Our delivery team provides complimentary furniture assembly for all items. We ensure your furniture is properly set up and positioned in your desired room.

Question 4

Can I track my order?

Accepted Answer

Yes, once your order is dispatched, you will receive a tracking link via SMS and email. You can also track your order status through your account dashboard on our website.

Question 5

What payment methods do you accept?

Accepted Answer

We accept M-Pesa, credit/debit cards (Visa, Mastercard), bank transfers, and cash on delivery for orders within Nairobi. All online payments are processed securely.

Question 6

Can I pay on installment?

Accepted Answer

Yes! We offer flexible payment plans for orders above KES 50,000. You can pay in 3, 6, or 12 monthly installments. Contact our sales team for more details on installment options.

Question 7

Do you offer discounts for bulk orders?

Accepted Answer

Yes, we provide special discounts for bulk furniture purchases for offices, hotels, and institutions. Contact us at info@primedecorfurnitures.co.ke for a custom quote.

Question 8

Are prices negotiable?

Accepted Answer

Our prices are competitive and fair. However, we may be able to offer special pricing for large orders or repeat customers. Feel free to reach out to discuss your specific needs.

Question 9

What materials are your furniture made from?

Accepted Answer

We use high-quality materials including solid wood, engineered wood, genuine leather, premium fabrics, and durable metal frames. Each product listing specifies the exact materials used.

Question 10

Do you offer warranty on furniture?

Accepted Answer

Yes! All our furniture comes with a 12-month warranty covering manufacturing defects. Extended warranty options are available for select items at checkout.

Question 11

Can I see the furniture before buying?

Accepted Answer

While we are primarily an online store, you can request product samples or visit our showroom by appointment. Contact us to schedule a viewing in Nairobi.

Question 12

How do I maintain my furniture?

Accepted Answer

Each furniture item comes with a care guide. Generally, avoid direct sunlight, clean spills immediately, use appropriate cleaners for the material, and periodically tighten screws and bolts.

Question 13

What is your return policy?

Accepted Answer

We accept returns within 14 days of delivery if the item is unused and in original packaging. Custom-made items and clearance products cannot be returned. Return shipping costs apply.

Question 14

Can I exchange furniture if I change my mind?

Accepted Answer

Yes, exchanges are possible within 14 days of delivery for items in original condition. An exchange fee may apply depending on the item and reason for exchange.

Question 15

What if my furniture arrives damaged?

Accepted Answer

Please inspect items upon delivery. If you notice any damage, report it immediately to our delivery team or contact customer service within 24 hours. We will arrange for repair or replacement at no cost.

Question 16

Can I customize furniture designs?

Accepted Answer

Yes! We offer custom furniture design services. You can choose dimensions, colors, materials, and finishes. Contact our design team to discuss your custom furniture project.

Question 17

How do I place an order?

Accepted Answer

Simply browse our products, add items to your cart, proceed to checkout, provide delivery details, choose your payment method, and confirm your order. You will receive an order confirmation via email.

Question 18

Can I cancel my order?

Accepted Answer

Orders can be cancelled within 24 hours of placement for a full refund. After production has started, cancellation may incur a restocking fee. Contact customer service to process cancellations.

Question 19

Are you a registered business in Kenya?

Accepted Answer

Yes, Prime Decor Furnitures is a fully registered and licensed furniture retailer operating throughout Kenya. We comply with all KRA tax requirements and business regulations.

Question 20

Do you have a physical store?

Accepted Answer

We operate primarily online to offer you the best prices. We have a showroom in Nairobi available by appointment. This allows us to maintain lower overhead costs and pass savings to our customers.

Question 21

How can I contact customer support?

Accepted Answer

You can reach us via email at info@primedecorfurnitures.co.ke, call our customer service line, or use the contact form on our website. We respond to inquiries within 24 hours during business days.

Frequently Asked Questions

Delivery & Shipping

Payment & Pricing

Product Quality

Returns & Exchanges

Orders & Customization

General

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