Can I speak with someone before I order?
Absolutely! We can be reached in our New York Showroom at (646) 476-7678 during regular business hours. If we are away from the phone, please leave us a message. We return all messages on the same business day. Alternatively, you may email us at email@example.com.
How much “natural variation” is reasonable to expect between your website and the item I will receive?
All of our products are handmade, using genuine animal by-products. Due to the nature of our production methods and materials, each product will vary slightly in both dimensions and coloring. While we believe that these natural variations enhance the authenticity of each item, we understand that some customers will require more exact product information before ordering. In these instances, please email us at firstname.lastname@example.org and we will be happy to assist.
Can I return something I don’t like?
We truly want each of our customers to love the items they have selected from our collection. If you’ve discovered that something isn’t going to work for you, please write to us at email@example.com and we will discuss a return or exchange with you. Please note that where we do agree to an exchange, all shipping costs (for both the original and the new item) will be for your account.
Also, where we do agree to accept a return, this will be done on a case-by-case basis, and will come with a minimum 30% restocking fee plus the cost of shipping to our warehouse in central New Jersey. We process refunds (less restocking and shipping fees) within two business days of receiving and inspecting the returned items.
Is your lighting UL-listed?
While all of our chandeliers and lamps use UL-listed electrical components and meet or exceed the standards set forth by the South African Board of Standards (SABS), they are not a present certified by Underwriters Laboratory (UL) in North America.
Where can I buy your products in person?
We have stockists throughout the US, Canada and Mexico. You can find their contact details by clicking on the “Stockists” tab at the bottom of our website.
Is your showroom open to the public?
Our Chelsea, Manhattan showroom is open by appointment. Please call us and we will set up a time that works for your schedule!
Can I get a discount?
We offer discounts for large-volume orders. In addition, we offer structured programs to both the trade, and to retail stockists. For more details, please click on the “Wholesale & Trade” tab at the bottom of our website.
Do you have specification sheets for items?
How long will I wait for a custom or out-of-stock item?
As we keep limited quantities of most products in our warehouse, it is possible that products showing as “In Stock” in our online store may, in fact, be out of stock. In instances where some items in your order can be shipped immediately, we can arrange split shipments – at no additional charge to you. Please allow 12-16 weeks for manufacturing and transport for all out-of-stock and custom products.
Can your products be customized?
We are happy to customize most of the items in our handmade product range. If you would like to discuss your own take on one of our standard items, please contact us at firstname.lastname@example.org and Lawson (our Creative Director) will work with you to develop a concept and pricing.
Do you give back to the communities of people that make your products?
Although the market for “African luxury” products is not new, we have purposely built a business aimed at expanding the market for those products, namely by introducing pricing that brings these products into the reach of the “mass affluent” in North America. Why does this matter? Because, as we expand the market for quality handmade products, the number of craftsmen and women required to make those products also grows. In line with our commitment to sustainability, all of our partners pay living wages to their people, and provide training to increase their skill levels.
Where do you get the skulls, horns and hides?
Are any of the animals killed specifically to make your products?
What is “culling?”
Ngala Trading Co supports the conservation and preservation of African wildlife by marketing quality hand-made products, many of which are derived in whole or in part from sustainably sourced animal horns, skulls and hides. The following are points of interest concerning the sourcing of our products:
We do not trade in endangered or threatened animal species, as classified by CITES (Convention on International Trade in Endangered Species). The animal species used in our products thrive in protected reserves within and across Southern Africa.
We only purchase animal products from suppliers that are registered and regulated by the national government and/or nature conservation agencies, and whose products and production processes are regularly inspected by the relevant supervisory bodies
The majority of our hides, skulls and horns are the by-product of a conservation process called “culling,” whereby surplus animals in nature reserves are killed and removed for the purpose of maintaining an appropriate ecological balance of species.
No animal has been hunted for its hide or horns – they are always the by-product of death in the wild or from a legislated and permit-driven cull that is managed by the South African government
Game farms (e.g. safari lodges, both publicly- and privately-held) and federal nature reserves use the funds derived from our purchases to maintain, protect and promote nature conservation activities
We do not and will not knowingly purchase or promote animal products that are derived from canned hunts, and we are strongly anti-poaching and condemn it without prejudice.
Can I see pictures of the exact item before it ships?
We are happy to send pictures of our hides before they ship, and can usually do so within a day of your request. We do not keep images of any of our other in-stock products, but will be happy to accommodate this request once you have placed and paid for your order.
How do I take care of my hide?
Our tanned hides are all very durable and will provide many years of enjoyment in your home or office. Although water, mud and dirt will not disturb the hides, we recommend keeping them dry and dirt-free as you would any other floor covering. We regularly vacuum our showroom hides, and they look fantastic, despite all of the foot traffic. Finally, some customers have reported that their dogs have taken an interest in the zebra hide as an expensive chew toy … so beware the dogs!
We are a small (and growing!) business, and both of us work hands-on with customers, suppliers and partners. If you have a question or concern that is not addressed in our FAQs, call or email us – we would love to hear from you! -- Nick & Lawson