Order help
Your order, clearly explained.
From payment confirmation to production, delivery and aftercare, here is what to expect from your CloudHaus order.
After you place an order
A careful review before production.
CloudHaus reviews the selected products, quantities, dimensions, fabrics, finishes and delivery information. Standard website orders move into production after payment is confirmed through the approved checkout process.
Please review the order details carefully. CloudHaus may contact you where a specification or delivery detail needs clarification.
Production and lead times
Estimated periods, clearly framed.
These are estimated periods rather than guaranteed completion dates. They begin after payment is confirmed, and your bag shows the current date range for the quantity selected.
Quality-control work or unforeseen manufacturing circumstances may affect an estimate. CloudHaus will communicate where a material delay becomes known.
What happens during production
A practical making journey.
Not every item follows exactly the same production sequence. This timeline is educational and does not display live order status.
- 01
Specification review
The confirmed dimensions, materials and finish are checked.
- 02
Material preparation
Required components and materials are prepared for the piece.
- 03
Frame or component production
The relevant frame, carcass or components are made.
- 04
Specialist finishing
Upholstery, carpentry, stone or finishing work follows as required.
- 05
Final assembly
The completed components are brought together.
- 06
Quality control
The finished piece is checked before release.
- 07
Delivery preparation
The furniture is prepared for its confirmed delivery arrangement.
Order changes
Tell us promptly if something needs attention.
Because most CloudHaus furniture is made to order, changes may not be possible once production has commenced.
Contact CloudHaus promptly about an incorrect delivery detail, quantity, selected fabric or finish, spelling or contact-detail error, or another material order concern.
Payment
Confirmed before production begins.
Standard website orders are confirmed through the approved checkout payment process. Custom, trade and larger project quotations may have separate payment terms, stated in the applicable quotation.
Furniture is not released for delivery or installation while an agreed outstanding balance remains unpaid. Bank account details are not published on this page.
Delivery scheduling
Ready furniture, confirmed details.
CloudHaus confirms delivery arrangements once the furniture is ready. Confirm the delivery address and contact person; timing is arranged according to the order and destination. Across Gauteng, white-glove delivery includes safe upstairs carrying, placement, unpacking and packaging removal.
View current delivery pricing and eligibilityPrepare the route to the room
- Entrances and doorways
- Corridors and turning space
- Stairways and landings
- Lifts and lift access
- Access to the intended room
- Estate or building requirements
- Someone available to receive the order
Standard delivery includes carrying furniture into the property and upstairs where the furniture can safely pass through the available access.
Installation and assembly
Delivery is not specialist installation.
Wall mounting, built-in work, specialist assembly and installation are quoted separately where required. Discuss these requirements before delivery, and do not assume installation is included unless it appears on the quotation or order.
Optional delivery insurance
Confirmed separately.
Optional delivery insurance may be quoted separately where available. It is not automatically included unless confirmed. Review the quotation or delivery confirmation for the agreed position.
On delivery day
Take a moment to check the furniture.
Checking visible condition at delivery helps CloudHaus understand any concern quickly. It does not remove rights that may apply if a concern is identified later.
- Be available during the agreed delivery arrangement.
- Confirm that the correct items have arrived.
- Inspect visible condition where reasonably possible.
- Identify a visible concern before the team leaves where practical.
- Photograph any visible concern.
- Keep the order number available.
- Check before signing or confirming that everything is correct where practical.
Product concerns
If something arrives damaged or incorrect.
Inspect your furniture as soon as reasonably possible and contact CloudHaus promptly if an item appears damaged, incorrect or has a manufacturing concern.
CloudHaus will assess the concern and explain the available next steps.
Active order support
Need help with an existing order?
Share your order number or quotation reference and a short description of what you need help with.
Frequently asked questions
Useful answers for an active order.
Production begins after payment is confirmed through the approved checkout process.
Estimated delivery for 1–2 pieces is 3–5 weeks; 3–5 pieces is 4–6 weeks; 6–8 pieces is 6–8 weeks; and 9 or more pieces is 8–10 weeks. Custom, commercial and bespoke projects are confirmed according to scope.
Because most CloudHaus furniture is made to order, changes may not be possible once production has commenced. Contact CloudHaus promptly if something needs attention.
Standard website orders are confirmed through the approved checkout payment process. Custom, trade and larger project quotations may have separate payment terms, stated in the applicable quotation.
CloudHaus confirms delivery arrangements once the furniture is ready. The delivery arrangement and amount are confirmed for the destination before payment.
Across Gauteng, white-glove delivery includes safe upstairs carrying, placement, unpacking and packaging removal.
Installation is included only when it appears on the quotation or order. Wall mounting, built-in work, specialist assembly and installation are quoted separately where required.
Contact CloudHaus promptly with the order number or quotation reference and the corrected delivery details. Any change must be confirmed before delivery.
Inspect the furniture as soon as reasonably possible and contact CloudHaus promptly with photographs, the delivery date, affected product and order number or quotation reference.
Use the CloudHaus Contact page and include the order number or quotation reference with a short description of the help needed.