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frequently-asked-questions

FAQs

Welcome to our Frequently Asked Questions page, where we hope to answer any queries you may have. If you don’t find the answer you are looking for in the sections below, click here to submit a more specific query or call us on 0861 466324.
To display the answers, click on the questions below.
 
Ordering

Do I need to register or log in to shop online?

You don’t need to register or log in to browse our website or add items to your wish list. If you are a new customer to HomeChoice or you’ve bought with HomeChoice before but never online, you will be taken through the registration process when you place an order. If you have bought from HomeChoice online before, you will be asked to log in when you place an order. If you have bought from the old website (before April 2013), you must still register first before you can make a purchase on the new one.

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I already know what I want because I saw it in a catalogue or flyer. Is there a quick way to order?

Yes, if you know the 5-digit product code of the item, which is provided next to the item that you would like to purchase in the catalogue, then simply use our ’Quick Order’ facility. Follow the prompts and the item will be added to your shopping basket.

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Are there other ways to order besides online?

There are four other ways that you can order HomeChoice products:

  1. Phone 0861 466324 and speak to one of our friendly sales staff. Our call centre is open from 8am to 7pm from Monday to Friday, and from 8am to 1pm on Saturdays. Customers outside South Africa need to call +27 21 680 1300 to order.
  2. Fax a completed order form to 0861 466329.
  3. Return by post the self addressed order forms you will find in our printed catalogues.
  4. Order from our mobi site which can be accessed on your mobile telephone at m.homechoice.co.za
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Will you have stock of the items I order?

We do our best to make sure that everything offered on our website is stocked in our warehouse. However there may be times when despite our best efforts, we will be unable to deliver the item you have ordered. If the product you order is not in stock, we will contact you to let you know.

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How do I know if my order was placed successfully?

You will receive an SMS and an e-mail notifying you that your order has been captured successfully on our system. You can also log in to your account to view your order and other account details.

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I received a voucher, how do I use it?

You shop on the site and add items to your shopping basket as usual. At checkout you simply add the voucher number in the requested field and the amount for the voucher will be deducted from your total.

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Can I cancel an order?

To cancel an order please phone 0861 466324 or e-mail contact@homechoice.co.za.

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How do I pay for my order in cash?

You can either make a physical deposit or pay via EFT into our bank account.
Please use your HomeChoice account number as your reference for all cash payments.
Once you have made the deposit, you need to:

For your convenience, we have accounts with FNB, ABSA and Standard Bank.

Our banking details are:
FNB
Branch: Cape Town City
Branch code: 204109
Account number: 500 502 219 24

ABSA
Branch: Cape Town City
Branch code: 632005
Account number: 407 426 2420

Standard Bank
Branch: Constantia
Branch code: 005309
Account number: 063 00 2086
Account name: HomeChoice

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Is it safe to pay for my order online with my credit card or cheque card?

We do all that we can to make certain that your credit card details are secure when you make purchases online with us. In conjunction with several major banks, we have implemented 3D Secure on all our payment pages. 3D Secure is a credit card password verification process that ensures your credit card cannot be used by anyone else on any website that uses 3D Secure.

You can also pay with your cheque card, as long as it has a CVV number and is not a Visa Electron or Mastercard Maestro card.

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Does HomeChoice offer a payment plan?

Yes. Our payment plan, Choice Credit, offers you smart ways to spread the cost of the things you love. You can choose to pay for your purchase over 6 or 16 months. Certain customers may also qualify to spread the cost over 24 months. Click here to read more about Choice Credit.

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What is Choice Credit?

Choice Credit is our easy payment plan that lets you pay for your purchase over 6, 16 or even 24 months (selected customers only).

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How are you able to tell me how much I can spend on credit?

With your permission we can contact the credit bureau to establish your credit worthiness. We then use the credit bureau’s response and other information that you provide such as your monthly income, to calculate how much you can spend on credit with us.

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Can I order online if I don’t live in South Africa?

If you live in Namibia, Botswana, Lesotho or Swaziland you can order online.

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Can I return my order?

It’s OK to change your mind. If for any reason you are not satisfied with your order, you have 14 days from the date that you received it to return it to us free of charge, provided that it is unused and in its original packaging and that you return any free gifts you may have received with your order. Click here for further details.

All items returned will be inspected prior to refund. We only accept used goods for return and refund if there is a manufacturing defect. All appliances carry a one-year guarantee against mechanical and technical failure – you can read all about it in the instruction manual that will accompany any appliance you purchase. If an appliance is malfunctioning as a result of incorrect use, you will have the option to have it repaired at your expense.

Unfortunately our delivery service cannot accept any goods for return.
Please call our customer services centre on 0861 466324 to arrange the return of your goods to HomeChoice.

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How do I return an order?

Most items can be returned to us through the post. Simply enclose the original invoice (make sure you keep a copy) along with any free gifts you may have received and return your order by insured post, to HomeChoice, Private Bag X28, CapeMail, 8003. Call us on 0861 466324 and we’ll refund your postage.

Certain irregularly shaped or large items such as curtain rods, TVs, ironing boards and most furniture cannot be returned by post. Please call us on 0861 466324 to arrange the return of these items.

Unfortunately our delivery service cannot accept any goods for return. Please call our customer services centre on 0861 466324 to arrange the return of these goods to HomeChoice.

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Where can I view the orders I’ve placed?

The My Orders section of the customer dashboard displays the five most recent orders you have placed during the last 3 years. This means that any orders you placed four or more years ago, will not be visible here. If have placed more than five orders in the last three years, only the most recent five orders will be displayed.

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Can I track my order?

Yes, you can track your HomeChoice order whenever you choose.

Tracking home deliveries:
Send an e-mail to PODMAIL@homechoice.co.za with your parcel number in the subject line. We will send you a return e-mail with the details of where your order is in the system. Once your order has been despatched from HomeChoice, you will be notified by SMS of the delivery date and the parcel number.

Tracking postal deliveries:
Log onto http://tracking.postoffice.co.za/ and enter your parcel number. Details of where your order is in the system will be displayed on the screen. When your order has been despatched from HomeChoice, you will be notified by SMS of when you can collect it from the post office and what the parcel number is.

You can monitor your purchase’s progress from order to delivery by logging onto your account.

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If I leave something in my basket will it be there later?

Items will remain in your basket for 1 month.

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What can I do if there is something in my basket that I no longer want to order?

Simply delete the item and it will no longer be shown in your basket.

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If I add something to my wish list how long will it stay there?

If you have registered with us, your wish list will be saved indefinitely. If you have not registered, your wish list will be saved for 1 month.

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What does Order now, expect delivery +4 weeks mean?

When you see the Order now, expect delivery +4 weeks message next to an item, it means that you can place an order for that product, but that there will be a delay of +/-4 weeks before you receive your purchase.

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What does Order now, expect delivery +/-6 weeks mean?

When you see the Order now, expect delivery +6 weeks message next to an item, it means that you can place an order for that product, but that there will be a delay of +/-6 weeks before you receive your purchase.

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Deliveries

Will you deliver to my home?

We offer a home delivery service that covers the majority of urban areas in South Africa. If we do not deliver to your area we will send your order to the Post Office nearest your home. There are certain products, such as furniture, curtain rods, TVs and ironing boards that are only available for home delivery.

Check if you live in a home delivery area now.

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How long will it be before I receive my order?

You’ll receive your purchase between 5 days and 6 weeks after ordering. When you see the Order now, expect delivery +4 or +6 weeks message next to an item, it means that there will be a delay of approximately +/-4 or +/-6 weeks before you receive your purchase. Rest assured thought that we’ll contact you if delivery of your order is delayed.

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How will I know when my order will be delivered?

You’ll receive an SMS as soon as your order is despatched to let you know that it’s on its way to you.

If your order is being delivered to the post office, you’ll receive a second SMS 11 days later letting you know that your order is ready for collection. This SMS will also include the tracking number of your order so that you can follow up with the post office yourself if you’d prefer doing so.

If your order is being delivered to your home, a delivery agent will attempt to deliver your goods as soon as they receive them. If you happen to be out at the time, the delivery agent will leave a notification for you to phone and arrange an alternative delivery time.

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How much does delivery cost?

Our delivery charge amounts to 9% of your order value for all goods, except furniture. Furniture is charged at 11%. When buying on credit, these costs are included in your monthly instalment. In addition, some furniture items will require an assembly service for which you will be charged R100. Foreign customers will pay a 9% delivery fee plus an additional international tax and delivery fee on the cash price: Namibia – 16.5%; Botswana – 12%; Lesotho and Swaziland – R200. This amount is payable upfront if paying cash, or will be spread out over the entire payment period on credit purchases.

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What happens if I am not at home when you deliver?

The delivery agent will leave a notification at your home for you to contact them and arrange an alternative delivery time.

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Do you offer delivery protection?

Yes we do and it’s FREE! Our Delivery Protection covers your order against theft, incorrect delivery and damage. If you experience any problems in this regard - please call us on 0861 466324

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Can I pick my order up from you myself?

HomeChoice does not have any physical stores, so unfortunately you cannot collect your order yourself.

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How do I ensure that the delivery and assembly of my furniture items goes smoothly?

Please ensure that our delivery staff will have easy access to your home, especially if you live in a flat or security complex. If you do live in a flat and it’s not on the ground floor, it’s important to check that the stairs or a service elevator are easily accessible.

The delivery staff will need ample room to assemble your furniture, so please prepare a space for them. If the furniture has to be assembled outdoors for any reason, please measure the doorways of your home to check that the furniture will fit through them.

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Online security

Are my personal details secure online?

Any personal or payment information that we ask you to share with us online, such as your ID number or banking details will be kept 100% safe. We use the best encryption software available to protect your information. Look for the lock icon on the bottom right of HomeChoice web pages to confirm that you are on an encrypted page and that anything you share will be completely secure.

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Will my personal details be sold to others?

We don’t sell any of our customers’ personal details to other parties. However, whenever you place an order with HomeChoice, you will be given the opportunity to opt-in to or opt-out of special offers from select suppliers. You are never under any obligation to opt-in to this marketing.

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What is 3D Secure?

3D Secure is a credit card verification process that HomeChoice has implemented in conjunction with certain banks to ensure that your shopping experience with us is 100% safe. You may be required to enrol for 3D Secure before you can make credit card purchases on our site. Not all credit card holders will be required to enrol for 3D Secure – it depends on whether your bank has implemented the programme.

If you have not enrolled for 3D Secure already, you will be guided through the process by your bank on a secure mini site that opens within the HomeChoice site while you are paying for your purchase by credit card. During the enrolment process you will need to verify certain personal and credit card details and assign a special password to your credit card. Only you and your bank will ever know this password – the websites where you shop will never have access to it. Once you have this password, it means that even if someone were to write down all your credit card details or even have your actual card, they would not be able to make purchases on sites that require 3D Secure verification.

You will only need to enrol for 3D Secure once, and after you have enrolled, you will be prompted to enter your password in order to verify your credit card payment on any site that has implemented 3D Secure. If you have any further queries about 3D Secure, please contact your bank on the following numbers:

Nedbank : 011 710 4710
First National Bank : 011 369 2999
Standard Bank : 0861 201 311
ABSA : 012 317 3344

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What is a One Time Pin?

It is a unique and time-sensitive password used as an added security measure on the HomeChoice website. Certain interactions will require a One Time Pin and it will be sent to you by SMS. Each One Time Pin is valid for one session only.

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Why did I get sent a One Time Pin?

HomeChoice uses One Time Pins to ensure that your personal details are kept secure at all times. You could have been sent a One Time Pin in the following circumstances:

  • You wish to change your personal details
  • You wish to view certain sections under your account
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My account

How can I check my account details?

By logging in to your account you will be able to view all your account details. You will have to register once, if you haven’t done so already, to be able to view these details online.

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I’m having trouble logging in.

You might not be able to login if you have forgotten your e-mail address or your password.

If you cannot remember your password, please use the forgot password link located on the login page and you will be sent a link to your email address. Please click on the link and change your password securely -

If you cannot remember your e-mail address, please call us on 0861 466324

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What happens if I’ve forgotten my account number?

You can view your account number by logging in to your account. You can also call us on 0861 466324 or e-mail us for assistance on contact@homechoice.co.za.

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Can I pay my account off all at once?

You can pay the entire amount that is owing on your account at once, and no penalties will be charged. Please see our Terms and Conditions of Sale, point 13, for further details.

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How can I pay my monthly instalment?

You have several options for paying your monthly instalment.

  • Pay over the internet (via EFT). There is no payment service fee.
  • Pay at any bank ATM. Register HomeChoice as a beneficiary at your bank, and you’ll be able to pay your account at any bank ATM! There is no payment service fee.
  • Pay by debit order. Call us on 0861 466324 to organise a debit order straight from your bank account. There is no payment service fee. If you live in Lesotho, Namibia or Swaziland call us on +27 21 680 1300 to organise a debit order straight from your bank account. This applies only to major banking institutions and there is no payment service fee.
  • Pay at shops! You can pay your account at Shoprite! You can also pay at Pick n Pay, Foodworld and selected Spar, Score and Boxer stores, or any other store displaying the EasyPay logo. There is a R5 payment service fee. If living in Lesotho, Namibia or Swaziland you can pay at Shoprite and Checkers, Post Office, FNB, ABSA, Standard Bank, or any other store displaying the EasyPay logo.
  • Pay at banks or the post office. You’ll be charged a R7 payment service fee. If living in Lesotho, Namibia or Swaziland you can pay at banks! You can pay your account via the teller for a minimal payment service fee at any branch FNB or Barclays.

If you live in Lesotho, Namibia or Swaziland you can pay by credit card. Call us on +27 21 680 1300 to organise paying your monthly instalment with your credit card. There is no payment service fee.

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What extra products and services do you offer to account holders?

When you buy on account at HomeChoice, you enjoy all these fantastic free HomeChoice Plus benefits:

  • Free account protection up to R2500.
  • Free funeral benefit worth R4000 for all customers under 65.
  • Monthly R30 discount stamps.
  • Free delivery protection.
  • Free product replacement protection.
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I’ve moved – how do I update my details?

By logging in to your account you can change your address details. You will be sent a One Time Pin via sms (if you have not already had one in the last 30 minutes) so keep your phone handy.

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Can I change my personal information?

You can change your e-mail address, delivery address details and your employment details within the “My Account” section. For your security for any other changes, you will need to speak to an agent . If you wish to change any other personal information, please call us on 0861 466324.

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Can I change my password?

Click here to change your password.

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Can I see how much I owe?

To view your account balance online, simply log in to your account. Alternatively you can call us on 0861 466324.

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Do I need to register to have a wish list?

You don’t need to register to have a wish list, however if you are not registered, items on your wish list will be cleared after 1 month.

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Why should I register?

When you register with us, you’ll be able to…

  1. Place an order and check out
  2. Access your account 24/7:
    • View and edit your personal information.
    • Keep an eye on your orders.
    • If you are a credit account customer you can also check your balance, view how much your next instalment is and more.
    • Save your wish list.
  3. Find out how much you can spend on credit.
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Can anyone else see the information on my account?

Your account is a secure environment that is protected by your password. As long as you keep your password safe, no one will be able to log in and view your information. Remember to log out when you have finished browsing our site.

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What happens if my account information is different from what I expect it to be?

In the event that any of your account information appears to be incorrect or different from what you were expecting it to be, please call us on 0861 466324.

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What can I do if my account summary appears incorrect?

In the event that your account summary appears to be incorrect or different from what you were expecting it to be, please call us on 0861 466324.

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What happens if I receive notification of an order that I didn’t place?

In the event that your account summary appears to be incorrect or different from what you were expecting it to be, please call us on 0861 466324.

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Credit purchases

Does HomeChoice offer an easy payment plan?

Yes. Our payment plan, Choice Credit, offers you smart ways to spread the cost of the things you love. You can choose to pay for your purchase over 6 or 16 months. Certain customers may qualify to spread the cost over 24 months. Click here to read more about Choice Credit.

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Can I find out how much I can spend on credit before making a purchase?

You can find out how much you can spend on credit with us by providing us with certain personal details and giving us permission to contact the credit bureau to establish your credit worthiness. Please be aware that any amount of credit offered to you is subject to our credit approval process at the time of ordering and as a result may change.

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How long does it take to get approved for credit when I make a purchase?

The credit approval process for first-time customers takes approximately 2 working days, provided that we receive all the required documents promptly (you will be notified if we need any documents). If you are an existing credit customer, you may be approved for credit almost immediately or the very next day.

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How much credit will I be approved for?

The amount of credit that you are approved for will depend on many factors including your current salary and your credit record. Please be aware that any amount of credit offered to you is subject to our credit approval process and as a result may change.

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What interest rate will I be charged if I buy on terms?

We charge interest at a rate of 32.1% per annum.

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Why don’t the monthly instalments in my Shopping Basket reflect that I have used a discount voucher?

When you redeem a discount voucher, the voucher amount is subtracted from your account total as a single payment. Your monthly instalments will remain the same as those you saw when you selected the product, but because the total amount you owe has been reduced by the discount voucher, your account will be paid off faster.

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Contacting us

How do I contact you?

Call us on 0861 466324 from Monday to Friday between 8am and 7pm, and on Saturdays between 8.15am and 1pm. If you live outside South Africa call us on +27 21 680 1300.

E-mail us with your queries at contact@homechoice.co.za

Write to us at HomeChoice (Pty) Ltd, Private Bag X123, Claremont 7735, South Africa

Please note that certain things, such as changes to your personal details and address, can only be discussed over the phone.

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Can I e-mail a more specific query to you?

Yes, e-mail your query to contact@homechoice.co.za

Please note that certain things, such as changes to your personal details and address, can only be discussed over the phone.

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Do you have an online query form?

Yes we do. Click here to fill in an online query form.

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Our products

What size are your bedding sets?

Please click here to view our size chart.

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What fabrics are your bedding sets made of?

We use a number of fabrics, namely; jacquard, silk, taffeta, cotton, velvet, suede, polyester, mink, fleece, polycotton, ringspun cotton, satin and voile.

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What is the difference between contemporary, traditional and glamour bedding?

Our contemporary bedding sets generally feature bright colours and bold designs.

The colours on our traditional bedding sets are softer and most sets feature floral designs, as well as some frilled pieces.

You’ll know our ornate bedding sets by their luxurious fabrics and lavish embellishment techniques – embroidery, quilting, ruching, braiding and more!

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Are your bedding sets machine washable?

Yes, all our bedding sets are crafted from fine fabrics that are guaranteed colourfast and are fully machine washable. Certain items, such as our embellished sets and our oversized comforters do need to be hand washed however.

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What is an EasyBed?

An EasyBed is a unique fitted sheet and night frill (also known as a bed skirt or dust ruffle) in one. We’ve combined these two bedroom essentials to minimise the time and hassle involved in bed making. Simply slip an EasyBed over your mattress and you’ve got a whisper-soft sheet to sleep on and your mattress base is covered with pretty fabric.

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What is a duvet?

A duvet or duvet inner is a warm bed covering made of padding enclosed between layers of fabric and kept in place by lines of stitching. HomeChoice duvets are available with natural fibre or synthetic fibre fillings. When you use a duvet on your bed, it is recommended that you also use a duvet cover. You’ll find these under inners and protectors.

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What is a duvet cover?

A duvet cover is a practical and decorative fabric covering for a duvet inner.

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What is a comforter?

A comforter is a thick, quilted, bed covering that is made up of layers of synthetic filling and a decorative fabric outer covering. The inner filling and the outer covering cannot be separated.

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What is a bedcover?

A bedcover is a decorative piece of fabric used as the top cover on your bed. Most bedcovers are a single layer of fabric, however HomeChoice bedcovers are more luxurious as they have a 150gsm synthetic filling sandwiched between two pieces of fabric.

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What’s the difference between standard and continental pillowcases?

Continental pillowcases (75 x 75cm) are much larger than standard pillowcases (45 x 70cm). Because they’re larger and fuller, continental pillowcases add extra luxury and elegance to your bed.

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Can I wash my HomeChoice duvet and pillow inners?

Our polycotton duvet and pillow inners are fully washable by hand. We recommend that our feather and down pillows and duvet inners are taken to professional cleaners.

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Do all your appliances come fitted with plugs?

All our electrical appliances are fitted with plugs that are suitable for use in South African power sockets.

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Is HomeChoice dinnerware dishwasher and microwave safe?

We stock a variety of dinnerware, some sets are both microwave and dishwasher safe while others should only be washed by hand and should not be placed in your microwave. As a general rule, any dinnerware that is decorated with gold, platinum or other metallics should not be placed in your dishwasher or microwave. Please refer to the care leaflet that you will receive with your dinnerware.

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Do you offer a guarantee on your appliances?

All our appliances undergo extensive testing and conform to stringent safety and quality requirements. We also comply with the strict standards set out by the International Electrical Commission and issue a 1-year guarantee against mechanical and technical failure.

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What happens if my HomeChoice appliance malfunctions?

Please call us on 0861 466324.

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What is the difference between the different cookware sets?

We have a wide selection of stainless steel, aluminium and cast iron cookware sets. The difference between these three is as follows:

  • Stainless steel: This is the most common type of cookware. Its made up of an alloy of metals namely steel, carbon and chromium. It resists corrosion and is scratch  and warp resistant.
  • Cast iron: Cast iron boasts an exceptional cooking ability and is extremely durable and provides excellent heat retention. Cast iron lasts for years and you can pass our cast iron sets down through the generations.
  • Aluminium: These cookware sets are coated with aluminium oxide on the surface, making it scratch resistant. Each piece is finished with a non-stick coating that ensures food doesn’t burn and reduces your need for oil, resulting in healthier cooking.
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Subscriptions

Where can I get your printed catalogue?

Click here to sign up to receive our free monthly printed catalogue at your postal address, or click on the "Request a Catalogue" link on our home page.

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How do I unsubscribe from the HomeChoice electronic mailing list?

If you wish to unsubscribe from all electronic marketing from HomeChoice, we recommend that you click on the unsubscribe link that we provide at the bottom of all our e-mails. You can also unsubscribe by calling 0861 466324, e-mailing contact@homechoice.co.za with your request, or selecting the unsubscribe options on one of our order forms and posting it back to us.

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