FAQ

Do you keep stock, or are your items made to order?
We’re a small but mighty team, and while we do try to keep our most-loved items in stock, they tend to fly off the shelves. If your items are in stock, we’ll have it shipped within 2 working days. If not, we’ll lovingly make it just for you. Please allow 5–10 working days before it’s sent on its way.

How much does shipping cost, and how long does it take?
Shipping is calculated at checkout based on where you are and how many lovely things you’re buying. Within the Western Cape, delivery usually takes 1–2 working days. For the rest of South Africa, it’s typically 2–4 working days. Need a quote first? Just pop us a message, we’re always happy to help!

Do you deliver to rural areas or outside SA?
We deliver all across South Africa using reliable couriers, even to those magical places far from the city lights. International shipping isn’t open just yet.

Can I track my order?
Yes! You’ll receive a waybill number so you can follow your order’s journey from our workshop to your doorstep. If anything gets lost (though it's rare), the courier will replace it at no cost to you.

Can I collect my order instead?
Absolutely! If you're near Durbanville, Western Cape, you’re welcome to collect from us directly. Just choose “Local Pickup” at checkout and we’ll let you know when your order is ready for its big adventure home.

Can I return or exchange an item?
Our golden rule? Happy customers = happy us. If there’s a hiccup with your order, let us know, we’ll do our very best to fix it. If the item is faulty, we’ll send you a replacement and cover the shipping.

What’s your policy on refunds, exchanges or cancellations?
We’re happy to help with refunds or swaps if you’re not happy with your order at the time you receive it. Just let us know within 7 days of delivery. Please note that unless something is damaged or faulty, courier fees for returns or exchanges will be your responsibility.

Items returned or exchanged must be unused and in their original condition. Unfortunately, we can’t accept returns on products that have been used or kept for an extended period of time.

Custom pieces are made specially for you and can’t be returned unless there’s a fault.

What ages are your products suitable for?
Our play furniture is designed to grow with your child, most pieces are perfect from 6 months to 8 years, depending on their development stage and confidence. We include age suggestions on each product page.

What wood do you use?
We use high-quality South African Pine Plywood for all our Pikler furniture. It’s a strong, durable, and eco-friendly choice that holds up beautifully to everyday play (and climbing adventures!). Plywood is less prone to warping and cracking than solid wood, which makes it a safe and stable option for little movers and shakers. Each piece is fully sealed, creating a smooth, protective finish that’s safe for curious hands and busy feet.

What sealer do you use?
We use a non-toxic, child-safe sealer on all our wooden goodies. It’s deeply nourishing, water-repellent, and offers excellent UV protection — keeping your pieces looking beautiful for longer. And the best part? It’s completely safe for little hands once dry.

What paint do you use?
We use Plascon’s water-based, low-VOC paint, safe for homes, nurseries, and little ones. It’s low in odour, durable, and gives a beautiful finish. We chose it for its great balance of safety and long-lasting colour.

Are your products safe?
Safety is at the heart of everything we do. We round every corner and smooth every edge, so curious hands and wobbly feet stay safe. Weight limits? Yep, we test those too!

Will my product arrive ready to use?
We try to send most items ready to play, but some of our bigger goodies, like arches and rockers are shipped flat-packed. Don’t worry though, we include everything you need to put it together, plus easy instructions. Need help? Just give us a shout, we’re here for you.

How do I clean my Klim & Klouter goodies?
A soft cloth and a bit of water are all you need! No harsh cleaners, please, our wood prefers a gentle touch. Also, check the bolts and screws now and then to make sure everything stays snug and safe.

Can I use my items outside?
Our products love a bit of sunshine, but only in small doses! They’re made for indoor use, though an outdoor play session on a dry day is absolutely fine. Just be sure to bring them back inside afterward. Rain, dew, and harsh sun can damage the wood over time.

Do your products come with a warranty?
They sure do! We offer a 6 month warranty on workmanship. If something breaks due to a crafting error, we’ll fix or replace it free of charge.

What happens if something breaks after a year?
We’ve got your back. We offer replacement components so you can get your items back into tip-top shape.

How do I report damage or a defect?
Easy peasy, just email klimenklouter@gmail.com or WhatsApp us on 079 881 8110. We’ll sort it out as quickly as we can.

How can I pay?
You can pay securely with credit or debit card, or via EFT. All transactions go through trusted local payment gateways. Got a big order? We’re happy to chat about splitting payments.

Will I receive a confirmation or invoice?
Yes! After checkout, you’ll get an email confirming your order. We’ll also contact you directly within a business day to double-check the details. Need a proper invoice? Just ask, we’ll send it through.

Do you offer bulk discounts or specials for schools?
Absolutely! We love working with preschools, therapists, and play centers. Get in touch and we’ll happily quote you for bigger orders and yes, we offer discounts!.

Any coupon codes or promos?
Yes! We’ve teamed up with a few lovely partners who have coupon codes for 10% off. Reach out if you’d like more info.

Can you make something custom?
Yes please! We love a good challenge. Whether it's a specific size, colour, or brand-new idea, we’re all ears. We also offer custom finishes or engraving at a small extra fee.

Do you rent out your products?
We don’t do rentals ourselves, but some awesome businesses do! Check out:
🎈 Finkel & Koljander in Durbanville
🎈 Bubble House in PE

How do I reach you?
We’re always just a message away.
Email: klimenklouter@gmail.com
WhatsApp or Call: 079 881 8110
We usually reply within a few hours.