FAQs

Product

Are all products handmade?

Yes, our products are handmade and crafted originally by our local craftsman. You will get one-of-a-kind products with unique details and colors.

Our local craftsman uses traditional woodworking techniques. Products with natural fiber materials are weaved/plaited/knitted using hands and conventional looms (handloom).

What is food-grade Beeswax / natural oil?

Food-grade Beeswax / natural oil is the finishing our wooden product to seal and protect the wooden product surface, especially from moisture, sunlight, and wood-eating insects.

Apply Beeswax / natural oil regularly to maintain the quality of wooden products.

 

Product Care Instructions

What are general product care instructions for teak products?

• For first time use, smear the product with food-grade Beeswax or natural oil.
• Store in a cool, dry place. Do not dry in direct sunlight. Also keep away from heaters and heat sources. To prevent mold and crack.
• Do not use the dishwasher. Hand wash with warm water and mild soap, blot with clean dishtowel, let air-dry.
• Do not soak in water for a long time.
• Apply food-grade Beeswax or naturall oil to rehydrate your wood product. If using the product daily, apply once a month.
• Do not use in microwave, oven, dishwasher, or electrical appliances.
• Rub with lemon slices and salt. Or use baking soda paste and water to remove absorbed odors.

Please kindly read Wooden Product Care Instructions for more information about caring for teak wood products.

We provide Product Care Instructions cards in each package.

What are general product care instructions for natural fiber products?

In general, we categorize natural fiber materials into several care methods:

1. Hand wash only and dry in indirect sunlight: Cotton 100%, vetiver root.
2. Dry clean only: silk, pineapple fiber.
3. Blot with clean damp (dye-free) cloth: jute, "pandan", "lontar", "agel".
4. Blot with clean dry (dye-free) cloth: recycled newspaper.

Please kindly read Natural Fiber Product Care Instructions for more information about caring for natural fiber products.

We provide Product Care Instructions cards in each package.

Why do wooden products get moldy?

Some of the reasons are product is not washed cleanly or stored in damp conditions or places. Wooden product requires proper care to keep them clean and maintain their durability. Such as storing in a cool and dry place, do not soak in water for too long, put in an upright position to air-dry after washing.

 

Order and Shipping

Can I cancel my order after payment is made?

We are sorry, but we do not accept cancellations for any reason once you place an order on our website. Please check your details carefully before you proceed with the checkout.

Can I make changes to my order or combine multiple orders after payment?

Unfortunately, once payment is made, we are unable to accommodate requests for changes to your order or combine multiple orders. We kindly ask you to review your order carefully before completing the payment. Thank you for your understanding.

Why do you need my contact information?

We need the receiver's email and phone number because the forwarding company needs such information to send the package abroad. In most cases, the courier also needs the receiver's phone number in case they need to contact you regarding any delivery issues.

How do I check the status of my order?

All products are in stock unless otherwise indicated as made-to-order in the product description or title.

Kindly note that your order will be shipped within 2 – 4 business days after placing your order.

For made-to-order products, please allow approximately 7 – 21 business days for production, as each product is handmade with care. We will notify you in advance if the production time extends due to material availability or pre-production processes.

We dispatch deliveries during business hours, from Monday to Friday. Orders made on weekends and public holidays will be processed on the following business day.

Once your order is shipped, you will receive a confirmation email that includes a tracking number. If you do not receive the email within 2 business days, please reach out to us via email support@joyhouseofseratku.com, and we'll be happy to assist you further.

What if my product(s) are damaged upon arrival?

Oh no! That is not good!

If customers wish to initiate a return due to damages or product faults, please follow these steps:

1. Email us at support@joyhouseofseratku.com with “RETURNS: DAMAGES” in the email subject.
2. In the body of the email, please include your contact details, order number, reasons for the return, photos of the damages or faults.
3. Our team will assess the information provided and guide you through the return process within 1 to 2 business days, offering the best solution based on your region and case-by-case basis.
4. Once your claim is approved (to determine whether it is a manufacturing defect or transport damage), we will arrange for a replacement.

In some cases, for damaged or faulty items, there's no need to return them to us. However, certain conditions apply, such as when the item's price significantly exceeds the cost of return shipping.

Can you ship overseas?

Yes, we can! Our standard shipping method is economy shipment through Pos Indonesia. This option is trackable.

If you prefer express shipping, there will be an additional charge. Please add express shipping to your cart separately. We use DHL Express Indonesia for this service.

How long does it take to receive my order?

The shipment usually takes 3 – 15 days (economy shipping) and 2 – 10 days (express shipping) to arrive to customer. Depending on your location.

Please be aware that international shipments may encounter delays due to customs processing.

How much is the shipping cost?

Economy Shipping

Enjoy FREE international shipping for all orders over US$ 55 to US$ 100, depending on your location. Shipping costs are calculated automatically during checkout.

Shipping costs are flat rate, ranging from US$ 5 to US$ 23, depending on your location, for all orders under the free shipping thresholds.

(Update per Nov 2022).

Express Shipping

DHL Express shipping is charged at a flat rate of US$ 20.95, regardless of the order value.

Will I be charged shipping if I use a Discount Code?

If the use of a Discount Code reduces your order total below our free shipping threshold, then standard shipping charges will be applicable.

Do you accept wholesale order?

All items are handmade, not mass-produced. There is a huge focus on care and providing the best products: perfect design, neat stitching, the right color, and the best materials. We will do our best to get you the best deal possible.

For wholesale orders, you can email us at support@joyhouseofseratku.com.

What happens if my package is returned to the sender?

It is possible that packages may be returned to us due to failure to collect them from the designated drop-off location.

Should you still wish to have your order resent, we will notify you to arrange payment for a re-shipping cost.

Alternatively, if you prefer not to proceed with resending the order, a refund will be issued to you, deducting the original shipping cost and a 25% restocking fee.

We sincerely appreciate your understanding in this matter.

 

Payment

How about the Import Taxes and Customs?

If you're placing an order from outside Indonesia, please note that international shipments may incur additional customs duties, for which the customer (buyer) is solely responsible.

These charges may vary by country. For more details, please contact your local customs office.

What is Tax ID?

As part of customs clearance requirements, several countries mandate Tax ID numbers for packages. We will need this information before handing over the parcels to the freight forwarding provider. For the countries listed below, please fill out the Tax ID information in the designated column on the “Your Cart” page:

COUNTRY	TAX ID
Argentina	CUIT
Brazil	CPF
Chile	RUT
France	SPI
Peru	RUC

 

Which payment methods do you accept?

All Visa/Mastercard/Diners/Amex payments are being processed via PayPal: either using a PayPal account or checking out as a guest with the "Pay with Debit or Credit Card" option.

Please follow the instructions below:

1. On your checkout page, payment section, click “Paypal” and you will be directed to your Paypal account.

 

2. Click “Pay with Debit or Credit Card” to continue payments using a debit or credit card.

3. Please enter email to check out as a guest to continue payments using a debit or credit card through Paypal system. It is safe through Paypal security.

4. Please fill in the card information details and Click "Create Account & Continue" and complete your Purchase. You can choose an option to not "Safe info & create your Paypal account".

 

Is my payment secure?

Absolutely! We take our responsibilities and obligations very seriously. All personal information such as contact, shipping and billing details are encrypted and securely communicated to us via a secure server using SSL technology. We never have access to your full credit card details.

When using PayPal for checkout, your payment details are securely encrypted on PayPal's servers and are never exposed to us. For more information on PayPal's security measures, please visit the PayPal website.

 

Return, Refund, Exchange

Can I return the product?

Yes, sure! 

We ensure the best quality of the items and do a final quality check before shipment. But if you are not entirely satisfied with your purchase and wish to return, we’re here to help! We offer a 30-day return policy. Return window starts on the item's delivery date. You can return your product for a different product (exchange) or a refund to the original payment method.

To be eligible for a return, you need to meet the criteria below:

1. The items must be returned within 30 days from the delivery date of the item.
2. Returned items must be in the same condition that you received it, must have tags still on and be returned in original product packaging.
3. Returned items must have no visible signs of wear or use. Any items that are not returned in their original condition (are used / improperly handled / damaged due to improper care) will not be eligible to be returned.
4. For each order, a maximum of three items can be returned.
5. Discounted items are final and cannot be returned or exchanged.
6. Personalized / Custom item, Perfectly Imperfect, Gift Cards cannot be returned. Please kindly note that our products are handmade. Thus, every product is unique (it cannot be 100% perfect like a machine-made product). There will be minor differences between one another.

We are unable to accept returns after 30 days have elapsed.

Please kindly refer to our Return Policy section for detailed procedures.

What do you mean with Perfectly Imperfect?

"Perfectly Imperfect" refers to the unique character of our handmade products. Due to their handmade nature, there may be slight variations in measurements, typically around 0.5 – 1 cm. We appreciate your understanding of these minor differences.