Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Delivery times vary depending on the product and location. Standard in-stock items are usually delivered within 7–14 business days. Custom, stained, or painted orders may take additional time to complete before dispatch.
You can create an account by clicking the “My Account” link at the top of the website. Follow the prompts to register with your email address and create a secure password.
Log in to your Lotters account, go to “My Addresses”, and update your shipping information. If you’ve already placed an order, please contact us as soon as possible to adjust your details before the order is shipped.
No. Lotters does not store any credit card information. All payments are securely processed through our trusted payment gateway, which meets strict data protection and PCI compliance standards.
Yes. All prices displayed on our website include VAT as required by South African law. There are no hidden costs at checkout.
At this stage, Lotters delivers within South Africa only. We are exploring international shipping options for the future — please stay tuned for updates.
If you need to swap an item
Returns and Exchanges
Items may be returned or exchanged within 7 days of purchase or delivery, provided they are in their original condition. All returns are subject to inspection. Please note that painted, stained, or custom furniture cannot be returned, so ensure your chosen colour and finish are correct before confirming your order.
We’re sorry for the mix-up! Please contact our customer service team immediately with your order number and photos of the item received. We’ll arrange collection and send the correct product as soon as possible.
If your order arrives damaged, please notify us within 48 hours of delivery. Provide your order number and clear photos of the damage so we can assess and resolve the issue promptly, including a replacement if necessary.
Contact our customer service team right away. If the order hasn’t shipped yet, we can update the address. Once dispatched, we’ll assist where possible, but additional courier fees may apply for re-delivery.
Orders can only be changed or cancelled if production or dispatch has not yet begun. Please reach out to us as soon as possible. Custom or stained orders cannot be cancelled once work has started.
Yes, you can pre-order selected items that are temporarily out of stock. Our team will confirm expected lead times and notify you when your item is ready for delivery or collection.