Our standard delivery provides a fully trackable service to your front door from our preferred delivery partners DHL or JNE.

We will provide you with a link to track your package online.

Boxes are amply sized and your items are well-protected. Standard delivery does not include assembly or unpacking.

Occasionally the delivery company may require assistance unloading larger items.



                             

Before Placing your Order

Please ensure you check and measure access to your property and make us aware of any possible difficulties in delivering your order prior to dispatch. For example, the Goods to be delivered should fit through all doorways, stairwells, lifts within the area of intended use.

Things to consider include:

- Suitable access to the property;

- Restricted access to the property and time restrictions;

- Parking restrictions.



                   

Reception of goods

All deliveries must be signed for unless you pre-arrange this with the courier at your own risk.

We ask you to carefully check if each item is complete and if anything was damaged during transport.

Please ensure you keep all the original packaging, in case you need to return the good.



           

Shipping fees

We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Shipping costs will be calculated after you have confirmed your address. Shipping costs depend on the value of the goods, their weight/volume and the delivery address.



Zone 1: Jakarta

Standard Delivery: free



Zone 2: big cities and their areas

Standard delivery at least:

Standard delivery max.:

You can have an estimation on shipping fees in the product page. "Shipping costs from Rp ...."applies to Zone 2. You will know the shipping costs after adding the product to your basket and confirming your address. 



Zone 3: all other areas

Shipping costs will be calculated after you have confirmed your address.



             

Delivery times

The Delivery time for each product can be found on the respective product detail page. If several products with varying delivery times are ordered, they will be compiled into one delivery as long as the delivery time is acceptable. Otherwise, already available products will be sent in advance at our own expense.

We distinguish between 2 delivery time indicators:

- "In stock"
The item is in stock and ready for shipping within 1 day. The parcel is dispatched only after receipt of payment.



- "Delivery time in weeks"
The item is not in stock and will be ordered from the manufacturer as soon as we receive your order and your payment. On the product detail page, you will find the number of weeks it will take for this item to be delivered to your home. Please understand that delivery times are dependent on manufacturer production periods and therefore subject to change. If this happens, you will be notified via e-mail. You can check your order’s delivery status and delivery time anytime in your customer account if you are registered and logged in. You will receive a link to track your parcel online as soon as your goods are dispatched from the manufacturer.



                

Return of goods

Our Customer services are on hand to give guidance on any stage of the return procedure.

Contact first our customer Service, we will send you a Return Note and the contact with the Transporter. Then, you should arrange collection of your goods within 14 days. All the goods must be adequately packed and in the original packaging to prevent damage. You must write the original order number clearly on the package.

Novo Design pays delivery charges for the return of goods that are faulty, damaged or incorrectly supplied.



           

Delivery FAQs

Here are some of our frequently asked questions.



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 info@novo-design.co.id 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 ‘About returns and refunds' 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.

For more information, you can read our Terms and Conditions our contact our Customer Service


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