FAQs

Like many small (and growing!) businesses, everyone in our Company is 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



Can I speak with someone before I order?

Absolutely!  We can be reached in our New York Showroom at (646) 422-7317 during regular business hours (9am - 5pm, M-F).  If we are away from the phone, please leave us a message.  We return most messages on the same business day.  Alternatively, you may email us at info@ngalatrading.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 info@ngalatrading.com and we will be happy to assist. 

Can I exchange 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 info@ngalatrading.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. 

How about returns - do you accept them?
If you would like to return an item for credit, we are happy to oblige:

‚ÄčWe offer a no-hassle return policy on all of our In Stock & Back Order products – excluding chandeliers, pendants and Special Order items.  Simply contact us within five (5) calendar days of receiving your order via our email address (Info@ngalatrading.com), to inform us of your circumstances.  A few items to note about Returns:

  • Return shipping is for the customer’s own account.  In addition, no refund will be made for the original (outbound) shipping charge.

  • All returns must be packaged in the same manner as they were sent from our warehouse.  Returns will not be accepted if the merchandise is not new-in-box and/or shows any sign of wear, use or damage.

  • All returns are subject to a restocking fee, which varies between 10% - 20% of the merchandise value.  The restocking fee will be deducted from any refund, and will be confirmed once we have inspected the merchandise in our warehouse.

  • Refunds are always credited back to the original form of payment.  From the time we initiate a refund, it may take up to ten (10) business days for the credit to appear on the customer’s statement.

Is your lighting UL-listed?

All of the chandeliers in the Ngala Trading collection delivered after April 1, 2017 have been tested and approved to carry the UL label for indoor lighting.  

All of our portable (table and floor) lamps have been engineered to meet UL-standards, and are constructed with UL-listed electrical components.  They are not, however, UL-listed.

Where can I buy your products in person?

We have stockists throughout the US, Canada and Mexico. Drop us a line if there is something specific you'd like to see and we will point you in the right direction!

Is your showroom open to the public?

Our Manhattan showroom is open to the public Monday - Friday 10am - 5pm.  Due special Coronavirus restrictions, however, we are currently operating on an appointment-only basis.  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.

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?

Except for the length of the "swags" and "draping" on our leather chandeliers, our products cannot be customized.

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!

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