Here are some of our frequently asked questions (FAQs) about:
- Price & Payment
Due to the COVID-19 Coronavirus pandemic, some of our brands are experiencing delays in production and shipping. Any updates we have are included in the table below:
-MARSET : restarting production and shipping operations. Operating as normal, but we expect some short delays (+ 1-2 weeks) in May.
- NORMANN COPENHAGEN : production as normal.
- VONDOM : production as normal.
Please note as the situation is dynamic, the information is subject to change without notice.
1 - What is your money-back guarantee ?
We offer to our customers a 7-days free return policy. Should you be unhappy with the quality of the delivered goods, you can return the products. Novo Design will refund you the full value.
All new products in our shop may be returned within 7 days, except :
• goods that are ‘made to order’. These goods are clearly labelled as such on our website.
• discounted products coming from our showroom or from returns. These goods are clearly labelled as such on our website.
• Orders from companies and public authorities (airport, hospital, administration...).
2 - Will you match other retailers' prices?
If you find that another retailer is offering the same product for a lower price, then please contact us and we will do all that we can to match the price. At Novo Design, we want to provide real value for money for our customers.
3 - Do you offer a trade discount?
Yes, we do trade discount for large quantities. Our Contracts department focuses on selling into large projects usually involving architects or company end users. Novo Design is able to tailor pricing to fit the size of the project. For further details please see the Residential & Commercial Projects link in the footer of this website.
4 - Will I have to pay VAT on my purchase?
5 - What payment methods does Novo Design accept and it is safe to use my credit card online?
We currently accept Bank Transfer payments, Visa and MasterCard. We only accept payments in indonesian rupiahs.
All credit card payments are processed through Midtrans with a high-powered security system. Midtrans is PCI-DSS Level 1 and ISO 27001 compliant, the most rigorous of industry standards for payments and information security.
1 - Why do I have to wait so long to receive my order?
Except products we have in stock in Jakarta, delivery time varies from 12 to 18 weeks. This is long and we know that it may cause inconvenience to you, but there are good reasons!
First, manufacturers do not generally hold stock of their pieces. This is due to the large range of variables (e.g. fabrics, surface finishes) and the fact that most items are hand made and hand finished to order.
Then, all goods we sell are manufactured in Europe, and it takes time to deliver in Indonesia. Shipping to Indonesia takes about 10 weeks, including the customs clearance process.
Finally, you are buying an exceptional product. Rest assured that your item will be expertly crafted from the finest materials just for you.
2 - How do I return or exchange an item ?
Making a return or exchange is easy. Contact our Customer Service and we will send you a Returns Note and the contact with the transporter. You should then arrange collection of your Goods within 14 days.
Novo Design pays delivery charges for the return of faulty goods. For more information, please read our Terms and Conditions.
3 - How do I cancel an order?
If you wish to cancel an order before the order has been processed please email us at email@example.com as quickly as possible quoting your order reference number. If the order has already been acted upon you will need to follow the instructions in our Terms and Conditions, 9. Cancellations, Refunds and returns
4 - What do I do if my item arrives damaged?
We recommend to decline the delivery or sign the delivery receipt with the note “under reserve”.
To help us, send you an intact copy as quickly as possible, please notify our customer service as well as the carrier of the damage in writing as soon as you can, best within 4 days. We have the possibility of claiming damages from our carriers within 4 days of delivery, so we kindly ask you for your cooperation.
If you accepted the delivery despite our recommendation, then we ask you to send us digital photos of the damages via e-mail stating your invoice number. This way, we can file a proper damage report with our insurance company. At the same time, we will arrange for the damaged goods to be picked up so you may quickly receive a replacement.
Of course, the above-stated information in no way limits your statutory warranty claims but simply express our plea for your cooperation in the event of transport damages. Our Customer services are on hand to give guidance on this.
5 - Can you ship outside Indonesia?
No, because we cannot deliver an excellent quality of services outside Indonesia. Exception is for residential and commercial projects for companies registered in Indonesia.
1 - Are the well known designs you sell originals?
As an authorized online distributor for all of the designers we feature, we unconditionally guarantee that every item we sell is 100% authentic. All items are provided with warranty and original certificates directly from the manufacturer.
2 - How can I tell if I am being offered a genuine authorised product?
A quick search on the internet will usually reveal who the authorised manufacturer is. This then should match any labels on the item itself. There are also usually distinguishing features such as serial numbers or the designer's signature stamped into the frame or upholstery of furniture items.
Finally, if the item you are looking at is much cheaper than in other stores, the chances are it is not genuine or authorised, and therefore there is no guarantee of its quality.
3 - Why are 'copies' far cheaper than originals?
Copies are always inferior in quality, as people making copies use cheap materials and cheap manufacturing processes.
Another point is that copies cannot reproduce some details of originals, because it requires special know-how or craftsmanship. If you cannot see these details at first glance, a well-experienced eye can do easily.
Also consider these points :
– you buy original products for the experience, for the sensual and intellectual pleasure it gives you. With copies, you will never feel it ;
– originals can last a lifetime, copies will generally last less than 5 years. Considering the life time of the product, do you think that copies are cheaper than originals?
1 - Do I need to set up an account to place an order?
You can shop at Novo Design without creating an account.
However, register with us and you'll be able to enjoy the following benefits
• Track your orders and review past purchases
• Request a return or exchange directly from your account
• Add products you love to your Wish List
• Save your address so you can shop even quicker next time
2 - I've forgotten my password – What should I do ?
To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.
3 - Is my personal information kept private ?
Please be assured that we take data protection seriously, and your your details will not be passed onto a third party for their use in promotional purposes. For more information, please read our Cookies and Privacy .