PROFILE & ACCOUNT
Do I need to sign up to shop with you?
You can access our entire shop without logging in, but you do have to sign up to purchase any items. Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters and special discount.
Do you have a loyalty program?
We are working an exciting loyalty program for you. In the meantime, sign up to our newsletter to be the first to know about our latest offerings.
SHOPPING
How can I place an order?
Click here to view our order guide.
Can I make special requests?
We will try as much as possible to accommodate your special requests, to proceed, please contact us.
What is your return/refund policy?
Unfortunately, all items delivered are not exchangeable or refundable.
How long does it take to order your furniture?
If an item is not available on stock, then upholstery items (such as sofas) take 4-5 weeks and hard-furnishing items take 7-8 weeks depending on the item types. For custom order, please allow extra time.
When can you process my order?
Your order will only be processed during office hour in the following working day, after we receive all required information AND a minimum of 50% down payment. Iwan Tirta Home ‘s office hour is from Monday to Friday, 9am to 5pm.
What is your warranty?
Iwan Tirta Home furniture is warranted against manufacturing and structural defect for 6 months from date of delivery. However, the natural tone and character of every wood will vary, and will subtly affect the character of each piece. This warranty does not extend to fabric or leather. During warranty period, Iwan Tirta Home will repair or replace defective item free of charge. This warranty does not extend to damage resulting from accident, misuse, tampering, alteration, negligence, abuse of ordinary wear and tear. Delivery charges may apply.
How do I order offline?
To place an order offline, please visit any of our stores or contact us.
If I saw an item in your store or in the catalogue but can’t find it online, how can I purchase it?
Contact any of our stores, to find your nearest store please click here. Or contact us.
DELIVERY
Where can I find details on delivery information?
For details on delivery options, please click here.
Will I receive all the items in my order at the same time?
For your convenience, all furniture items are held for a single delivery.
What do I need to do regarding delivery and setup of the furniture?
Customer is responsible to ensure that the goods purchased can fit into their intended destination, including lifts, doors, stairs, and so forth. Any necessary alteration will be subject to additional charges for material, labor, shipping and administrative cost.
What if after delivery I notice damage on my merchandise?
All Iwan Tirta Home items are carefully inspected prior to delivery. All claims, including defects, or error must be made in writing within 3 working days from the date of delivery. Please have your sales order number available. Our Customer Care representative will work with you to schedule a visit by one of our Service Technicians to assess and remedy the problem as quickly as possible.
Do you ship overseas?
Please contact us to arrange for any international order.
OTHER QUESTIONS
Do you have an affiliate program?
Online partnerships and affiliations are reviewed on a case-by-case basis. Please contact us if you are interested.
Any other questions we haven’t answered?
For questions we haven’t answered, or information we haven’t provided, please contact us. We welcome your comments and suggestions, and thank you for shopping with us.