Frequently Asked Questions
Q: What time are you open?
A: Our Radio Dalam showroom is open everyday 9 am – 6 pm, and our Alam Sutera showroom is open everyday 9 am – 7 pm.
Q: Can I see the furniture before purchasing?
A: Yes, you can visit our showrooms to view the pieces you’re interested in. However, we do not always have everything on display. You can contact us on Radio Dalam showroom telephone +62 21 720 7622 or WhatsApp +62819-219-0001, or Alam Sutera showroom telephone +62 21 2977 9474 or WhatsApp+62819-219-0002 to enquire about the display or stock availability of the product you wish to see.
Q: Can I order the products that are out of stock?
A: Of course! You can reorder products that are currently out of stock. Please call, WhatsApp or email us to place an order. Ethnicraft Indonesia requests a minimum of 30% deposit of the total price to reserve the order. Once you have completed the checkout process, our sales team will be in touch with you within 24 hours to arrange the delivery.
Q: How long will I receive my order?
A: After a final payment has been received, estimated delivery lead time for products in stock is maximum 12 days, and maximum 12 weeks for those ordered from production. All deliveries take place from Sunday to Thursday between 10am to 5pm. Delivery lead times may vary and depends on the location and order size.
Q: What types of wood are available in Ethnicraft Indonesia?
A: We produce solid teak, walnut and oak furniture. See here (link to “Our collection” page) for a more detailed information regarding our collections.
Q: What kind of finish and care is used?
A: Most of the Ethnicraft oak furniture is finished with a pigmented hardwax oil. This finish gives the furniture its desired natural colour and forms a natural protective coating that acts as a repellent against most common substances and liquids, but is no foolproof guarantee against stains.
Our teak range comes without any finish or protective treatment. The wood is merely polished, allowing the natural oils to rise to the surface. The high density of teak wood has the advantage that stains stay on the surface and do not penetrate into the wood easily.
All Ethnicraft walnut furniture is finished with a tinted natural oil. This finish forms a natural coating, protecting the wood against most substances and liquids, but is not a complete guarantee against stains.
Q: Can I get protective treatment for my furniture?
A: Our oak and walnut furniture are finished with a layer of protective oil, while our teak range comes without any finish or protective finish.
If you want to protect your teak furniture from the start, apply protective coating. We recommend Osmo Hardwax Oil celar matt (3062). This seals the pores of the timber and creates a natural protection. Even then, stains and marks should be removed immediately (not more than 1 hour). Please contact our showrooms if you need further assistance regarding the Osmo application.
Q: Can I hold a delivery until a further date?
A: We will be happy to keep your order up to 4 weeks after a full payment has been received for the products in stock, and 4 months for those ordered from production.
Q: How to place an online order?
A: Simply click the “Shop” button on the top of the page, then select the desired collection and / or product. Follow the instructions through the checkout page. We will then send you a confirmation email with the order details.
Q: What payment methods do you accept?
A: We accept all major credit cards (VISA and MasterCard), bank transfer and cash payments.
Q: How safe is it to place an online order?
A: Our site’s web servers are very safe, private and secure as our website is secured by SSL system. SSL system offers the highest level of encryption or security possible. All online payments are secured and processed by Midtrans.
Q: What is the delivery lead time for areas outside Jakarta?
A: Deliveries for smaller items will be done by express service and usually takes 3-4 business days once dispatched. Bigger items will be delivered by a professional logistics and takes 7-10 business days once dispatched.
Q: What is the delivery cost for my order?
A: We offer free delivery and assembly for Jakarta and Tangerang. For deliveries outside these areas, our team will provide you with a quotation. Please see this table below for the estimated delivery cost for each area we cover:
|Destination||Freight Cost per Truck|
|Serang / Cilegon||IDR800,000|
If you cannot find your location on the list above, please contact our showrooms for assistance.
Q: Can I pick up my order from the warehouse?
A: Yes, our Tangerang warehouse is only open for public pick-ups on an appointment basis from Monday to Thursday, and we require 48 hours notice. Please contact our showrooms for assistance. Alternatively, please visit this link (https://ethnicraft-indonesia.com/terms-and-policies/#tab-1488512161005-0-5 ) to see a more detailed information regarding this service.
Q: Can I pick up the item from one of the showrooms?
A: Only small items can be collected from both our Radio Dalam and Alam Sutera showrooms. Your order will be ready for pickup in 4-7 business days. Our team will be in touch with you once your order is ready.
Q: Do you ship internationally?
A: We do not ship internationally, however you can visit this link (https://www.ethnicraft.com/store-locator/ ) to see the nearest Ethnicraft retailers in your country.
Q: How can I get someone to assemble my knock-down Ethnicraft furniture?
A: All of the deliveries we cover comes with free assembly service.
For deliveries handled by a courier company of your choice or a third-party courier company we hired, please contact our showrooms to enquire about this service, our warehouse team will then come to help to assemble your products with a fee. However, most of our products come with detailed assembly instructions for your convenience.
Return & Refund
Q: Can I cancel an order?
A: Customer may cancel the order within 24 hours after the order has been placed for a full refund, otherwise a 10% cancellation fee from the product price will be deducted from the amount refundable.
Q: What should I do if my order is damaged on delivery?
A: Please immediately inspect the goods on delivery or maximum within 24 hours. If the product you have purchased is damaged, we will take it back and process the replacement.
Q: Can I get a refund?
A: Ethnicraft Indonesia will not refund damaged goods caused by misuse, failure to use in accordance with manufacturer’s instructions, using it in abnormal way, failure to take reasonable care, and any damage and / or loss caused by a third-party courier company of your choice to collect and / or to deliver your orders.
Q: Do you offer discounts?
A: We take great pride in the quality and craftsmanship of our products. We offer competitive and transparent prices. There are no hidden charges with prices inclusive of taxes, delivery, installation, and maintenance.
We provide a 5% discount for purchases above IDR 30,000,000, and a 10% discount for those above IDR 60,000,000.
Q: Is my personal information kept private?
A: All personal and financial information are securely encrypted and no details will be shared.
Q: Do you offer a Gift Certificate?
A: Yes we do! Please hit the “Shop” button on the top of the page or simply type “Gift Certificate” in the search bar – yes, we agree, it’s definitely a perfect gift for your loved ones!