Frequently asked questions

How can I contact you?

Please call our office on 021 701 0787 during working hours (closed on weekends and public holidays). Alternatively email us at sales@coolaroo.co.za

Are the shade sails/cloth waterproof?

Our shade sails are made with a breathable fabric that allows airflow and as such is not waterproof. It will block some of the rain but will definitely drip through.

Do you offer customised sizes?

Our shade sails are imported as ready-made units, so we can unfortunately not offer customised sizes.

Do you offer installation services?

We do not offer installation services but we can suggest our preferred installers. Please contact us and let us know what area you are in to get the number of an installer. Note – we only have preferred installers in the CPT and JHB areas.

Does my shade sail come with all the accessories?

The Extreme Shade Sails come only with stainless steel corners already attached. Each installation is different and requires different accessories, so the accessories are sold separately to allow for customisation.

Shipping & Returns

SHIPPING

Thank you for your interest in our fabulous Coolaroo products. We hope that you are going to be very happy with your product.

We endeavour to deliver all items purchased in no more than 7 working days within the borders of South Africa. (That is 7 working days from proof of payment – EFT will need to show in our account first).

All purchases will be delivered for a R50 delivery fee, no matter where in South Africa the parcel is being delivered to.

You will receive the following communication from us, once you have purchased your product:

  • An email confirming that we have received your order.
  • An email confirming that we have received payment and we are processing your order.
  • An email confirming that your product has been shipped.
  • An email confirming the courier and waybill number.

We strive to make all purchases on the Coolaroo site a pleasurable experience and deliveries to be as efficient and convenient as possible. To this end, we use only proven courier services, who have provided us with the best service, time and time again. However, should you have any problems, please do not hesitate to contact our offices on 021 701 0787.

RETURNS

We understand that products purchased online can sometimes be different to what you expected. Thus, any product can be returned or exchanged, as long as we are notified within 7 days of your receiving it, and as long as we receive product within 15 days of you receiving it. Please contact us on 021 701 0787.

If you decide you no longer want the product or would prefer another product, then the return courier cost will need to be covered by you. Please only courier the returns to us as we cannot be responsible for goods that do not reach us. Please keep the waybill number for tracking purposes.
 
Should the product be the incorrect product, faulty or broken, the return courier cost will be covered by Storm Distribution.

A refund for the product will only be made once the product has been received by our warehouse. All items must be received in their original packaging and in the condition that you received it in. We will send you an email confirming the receipt of the returned product and we will then notify you once the refund has been made. Please allow 7 working days for the refund to be processed.
 

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