Frequently Asked Questions
Welcome to Heavenly Home Furniture’s Frequently Asked Questions page. Here you can find information about our furniture, custom designs, materials, production, delivery, international shipping, returns, warranties and project services.
If you cannot find the answer you need, please contact us by WhatsApp or email.
About Heavenly Home Furniture
Who is Heavenly Home Furniture?
PT Heavenly Home Furniture is an Indonesian furniture and homeware company based in Bali.
We specialise in handcrafted, made-to-order and custom-designed furniture for private homes, villas, hospitality properties, commercial spaces, interior designers and trade clients.
Where are you based?
We are based in Renon, Denpasar, Bali, Indonesia.
Our registered address is:
PT Heavenly Home Furniture
Jalan Raya Puputan No. B10
Renon, Denpasar Selatan
Bali 80225, Indonesia
Do you have a showroom?
We currently operate exclusively as an online furniture and design studio and do not have a public showroom.
Product enquiries, consultations, orders, custom designs and customer support are handled online through our website, WhatsApp and email.
Why do you operate as an online studio?
Our online studio model allows us to focus on individually crafted furniture without maintaining large quantities of mass-produced warehouse stock.
This reduces unnecessary waste and enables us to offer greater flexibility in dimensions, materials, finishes and designs.
What types of products do you offer?
Our collection includes:
- Living-room furniture
- Dining tables and chairs
- Beds, headboards and bedroom furniture
- Wardrobes and storage furniture
- Outdoor and garden furniture
- Sofas, armchairs and upholstered furniture
- Lighting and lampshades
- Bathroom furniture and accessories
- Kitchen furniture and accessories
- Textiles and soft furnishings
- Mirrors, artwork and decorative accents
- Rattan and woven products
- Stone, marble, copper, metal and resin products
- Custom furniture and complete project furnishings
Is your furniture handmade?
Yes. Many of our pieces are handcrafted or hand-finished by skilled Indonesian artisans using traditional techniques and carefully selected materials.
Is your furniture mass-produced?
No. Our furniture is primarily made to order. Each piece is produced after an order has been confirmed, allowing us to maintain quality and avoid unnecessary mass-produced stock.
Do you have products available immediately?
Most of our furniture is made to order. Occasionally, selected smaller products or specifically identified items may be available for faster dispatch.
Please contact us if you require something urgently, and we will check what may be available.
Custom and Bespoke Furniture
Do you make custom furniture?
Yes. Custom furniture is one of our main services.
We can create furniture according to your preferred dimensions, materials, colours, finishes, configuration and overall style.
What types of custom furniture can you produce?
We can assist with custom:
- Sofas and armchairs
- Dining chairs
- Dining and occasional tables
- Beds and headboards
- Wardrobes and cabinets
- Outdoor furniture
- Lighting
- Bathroom furniture
- Decorative items
- Coordinated furniture collections
Every enquiry is assessed individually according to the design, materials, production requirements and intended use.
Can you make furniture from a photograph or reference image?
Yes. You may send us photographs, drawings, sketches, mood boards or reference images. We will use them to understand the appearance, proportions and overall direction you would like.
Because our furniture is handmade and natural materials vary, we cannot always promise an identical reproduction. However, we will work closely with you to achieve the agreed design and specification.
Can I change the size of a product shown on your website?
In many cases, yes.
Please send us the product name or website link together with your required dimensions. We will confirm whether the design can be modified and provide a revised quotation where necessary.
Can I customise an existing design?
Yes. We can often adjust one of our existing designs by changing its dimensions, materials, finish, fabric, colour or configuration.
Can I choose the colour or finish?
Yes, depending on the product and material.
Options may include:
- Natural finishes
- Wood stains
- Painted finishes
- Distressed finishes
- Upholstery colours
- Fabric selections
- Specialist surface treatments
Please remember that natural materials and hand-applied finishes may show subtle variations between samples, photographs and the completed product.
Can I select my own fabric?
This may be possible, depending on the order.
You can discuss your preferred colour, texture, performance requirements and intended use with our team. Specially sourced or customer-selected fabrics may affect the price and production time.
Can you guarantee an exact colour match?
We will make every reasonable effort to follow the agreed colour or finish. However, an exact match cannot always be guaranteed.
Wood grain, stone, rattan, leather, fabric batches, handmade finishes, lighting conditions and screen settings can all affect how a colour appears.
Will my completed furniture look exactly like a digital image or rendering?
Digital concepts, mood boards, photographs and reference images are used to communicate the overall design direction.
The completed handmade product may show slight differences due to scale, natural materials, artisan methods, available components and hand-applied finishes.
Any material difference from the agreed specification will be reviewed by our team.
What information do you need for a custom quotation?
Please provide as much of the following information as possible:
- Reference photographs, sketches or drawings
- Required dimensions
- Preferred materials
- Preferred colour or finish
- Fabric or upholstery preferences
- Required quantity
- Intended indoor or outdoor use
- Delivery location
- Preferred completion date
- Photographs of the space, where helpful
- Details of stairs, narrow roads or restricted access
The more information you provide, the more accurately we can prepare your quotation.
How does the custom-order process work?
Our usual process is:
- You share your idea, dimensions and requirements.
- We review the design and discuss suitable materials and finishes.
- We prepare a design proposal and quotation.
- You approve the agreed specification and complete payment according to the quotation.
- Production begins.
- We provide reasonable progress updates during production.
- The item is inspected, packed and prepared for delivery.
- We coordinate delivery to your address.
Can I change a custom design after approving it?
Please contact us immediately if you need to request a change.
We will always try to help, but changes may not be possible once materials have been ordered or production has started.
If a change is possible, it may result in an additional charge or a revised production timeframe.
Can I cancel a custom order?
Custom, bespoke, personalised, made-to-order and specially sourced products are produced specifically for each customer.
Once production, sourcing or preparation has started, cancellation may not be possible.
Please ensure you are satisfied with the dimensions, materials, colours and agreed specification before confirming your order.
What are the payment terms for custom work?
Custom orders with a total value of up to and including Rp 14,000,000 must be paid in full when the order is placed.
For custom orders exceeding Rp 14,000,000, a 50% initial payment is required when the order is placed. The remaining 50% must be paid in full before the completed order is dispatched, delivered or collected.
Production begins after the agreed specifications have been approved and the required initial payment has been received.
Materials and Craftsmanship
What materials do you work with?
Depending on the product, our furniture and homeware may include:
- Teak
- Suar wood
- Rattan and cane
- Bamboo
- Mendong, seagrass and natural fibres
- Stone and limestone
- Marble
- Glass
- Resin
- Copper and other metals
- Leather
- Upholstery fabrics
- Outdoor-grade materials and finishes
Material availability will be confirmed during the quotation or ordering process.
Do you offer solid teak furniture?
Yes. We offer a variety of furniture made from teak, including beds, tables, chairs, wardrobes, cabinets, outdoor furniture, lighting and custom pieces.
Can you provide certified timber for export projects?
For export projects requiring timber certification, we can arrange teak through appropriate SVLK-compliant supply chains and provide relevant documentation where applicable.
Please tell us the destination country and certification requirements when requesting your quotation.
Is every handmade product identical?
No two handmade pieces or natural materials are completely identical. Variations may appear in:
- Wood grain
- Colour and tone
- Knots and mineral marks
- Stone veining
- Rattan weave
- Texture
- Carving details
- Shape and dimensions
- Patina and surface finish
These differences are part of the authenticity and individual character of handcrafted furniture and are not normally considered defects.
Can handmade furniture vary slightly in size?
Yes. We work to the dimensions shown on the product listing or agreed for a custom order, but small tolerances can occur because of handmade production methods and the natural behaviour of materials.
How do you check the quality of an order?
Each piece is checked during production and inspected before packaging and dispatch.
We review the construction, workmanship, finish and agreed specification as part of our quality-control process.
Prices, Quotations and Payments
How are your prices calculated?
Prices depend on the design, dimensions, materials, finish, fabric, quantity, production complexity and delivery requirements.
Are the prices shown on your website final?
Website prices apply to the product and specification displayed at the time of purchase.
Customisation, special materials, unusual dimensions, international shipping, difficult-access delivery or additional services may require a separate quotation.
Do you provide written quotations?
Yes. For custom furniture, project orders, trade orders and specialist delivery, we can provide a detailed written quotation based on the information supplied.
How can I pay?
Online orders can be paid using the payment methods available at checkout.
For custom or project orders, our team will confirm the accepted payment method and payment terms as part of your quotation.
What are your payment terms?
Orders with a total value of up to and including Rp 14,000,000 must be paid in full when the order is placed.
For orders exceeding Rp 14,000,000, a 50% initial payment is required when the order is placed, with the remaining 50% balance payable in full before dispatch or delivery.
Production begins once the required initial payment and the agreed order specifications have been confirmed.
When does production begin?
Production begins after your order, specification and required payment have been confirmed.
Do you offer discounts for larger orders?
Trade, wholesale, hospitality and larger project orders may qualify for project-specific pricing.
Please provide the product list, quantities, specifications and delivery location so we can prepare an appropriate quotation.
Is there a minimum order quantity?
Individual retail products generally do not require a large minimum order unless otherwise stated.
Minimum quantities may apply to certain custom materials, special production methods, wholesale products or export orders.
Can prices change?
Prices may change because of material costs, supplier pricing, exchange rates, shipping requirements or specification changes.
Once a quotation has been accepted and the required payment received, the agreed order price will apply unless the customer subsequently requests a change.
Production Times and Updates
How long does production take?
Our standard production period is approximately two to three weeks before dispatch.
More complex custom designs, larger quantities, specialist finishes or specially sourced materials may require additional time. We will confirm the estimated timeframe before production begins.
Does the production period include delivery?
No. Production and delivery are separate stages.
After production, we normally require approximately one to two days for final inspection, preparation and packaging before dispatch.
Can my order be completed more quickly?
Sometimes production may be completed sooner during quieter periods.
If you have an important deadline, please tell us before ordering. We will check what is realistically possible, but we cannot guarantee an expedited completion date unless it has been confirmed in writing.
Will I receive updates during production?
For custom and project orders, we aim to provide reasonable updates as the work progresses.
The type and frequency of updates may depend on the product and production process.
What could cause a production delay?
Occasional delays may result from:
- Material availability
- Artisan production schedules
- Specialist finishing requirements
- Supplier preparation
- Public holidays
- Weather conditions
- Logistics disruptions
- Customs or international freight delays
- Events outside our reasonable control
If there is a significant change to the expected timeframe, we will contact you.
Delivery Within Indonesia
Do you deliver throughout Indonesia?
Yes. We arrange delivery throughout Indonesia using trusted couriers, private logistics providers and specialist furniture-delivery services.
Is delivery free within Indonesia?
We provide free standard delivery for eligible orders to locations where normal courier or delivery services are available and the address can be reached using our standard logistics arrangements.
Additional charges may apply to:
- Remote areas
- Outer islands
- Difficult-access properties
- Deliveries requiring sea freight
- Specialist vehicles
- Additional personnel
- Lifting equipment
- Other special arrangements
Any known additional charges will be quoted before the order is confirmed.
How long does domestic delivery take?
Delivery within Indonesia normally takes approximately one to five working days after dispatch, depending on the destination, product and logistics provider.
Remote, outer-island, oversized or specialist deliveries may take longer.
How do you deliver large or fragile furniture?
Large, fragile, heavy or oversized furniture may be delivered using one of our trusted private logistics partners or a specialist scheduled delivery service.
This enables us to choose a suitable delivery method based on the item, destination and access requirements.
Will I receive tracking information?
Where standard courier tracking is available, we will provide the tracking details after dispatch.
Large furniture, private transport and scheduled deliveries may not use a conventional parcel-tracking system. In these cases, we will coordinate directly with you by WhatsApp, telephone or email.
Will you contact me before delivery?
For scheduled furniture deliveries, our team or logistics provider may contact you in advance to confirm the address, access requirements and your availability.
What access information should I provide?
Please tell us before ordering if the property has:
- Narrow or restricted roads
- Limited vehicle access
- Stairs or no suitable lift
- Narrow doors, corridors or entrances
- Restricted parking
- Security or building-access requirements
- Restricted delivery hours
- Remote, rural or island access
- A need for additional delivery personnel
- Any other condition that could affect safe delivery
Who is responsible for checking that the furniture will fit?
Customers are responsible for checking the product dimensions and ensuring the item can safely pass through all roads, gates, entrances, doors, lifts, staircases and corridors leading to its intended position.
Please contact us before confirming your order if you are uncertain about access.
Does standard delivery include installation?
Standard delivery does not automatically include:
- Installation
- Wall mounting
- Electrical fitting
- Plumbing
- Complex assembly
- Lifting equipment
- Removal of existing furniture
- Additional delivery personnel
If you require any of these services, please ask us before ordering so we can confirm availability and any additional charges.
What happens if I am unavailable when the delivery arrives?
Please ensure someone is available to receive the order at the agreed address and time.
A redelivery or storage charge may apply if delivery cannot be completed because the recipient is unavailable, the address is incorrect or an access restriction was not disclosed.
International Shipping
Do you ship internationally?
Yes. We can arrange international shipping for selected furniture, custom orders and project orders.
Which countries do you ship to?
International delivery may be available to Singapore, Malaysia, Australia and other destinations.
Please send us the product details, quantity and complete delivery location so we can check the available shipping options.
How much does international shipping cost?
International freight is quoted separately. The cost depends on:
- Destination
- Product dimensions and weight
- Order quantity
- Packaging requirements
- Shipping method
- Port or door-delivery requirements
- Customs and handling arrangements
We will provide or confirm the shipping quotation before production or dispatch.
How long does international delivery take?
International delivery times vary according to the destination, shipping method, order size, customs clearance and local delivery arrangements.
An estimated timeframe will be provided with the shipping quotation where possible.
Are import duties and taxes included?
Import duties, GST, customs-clearance charges, destination-port fees and local delivery costs may apply.
Unless expressly included in our written quotation, destination-country charges are the customer’s responsibility.
We recommend checking local import requirements before confirming an international order.
How is furniture packaged for international shipping?
Packaging is selected according to the size, weight, material, fragility and shipping method.
International orders may require reinforced packaging, protective wrapping, crates or other specialist preparation. These requirements will be included or identified in the shipping quotation.
Delivery Problems, Returns and Refunds
What should I do when my order arrives?
Please inspect the item as soon as it arrives and, where practical, before the delivery team leaves.
Check the product and packaging for visible damage and confirm that you have received the correct item.
What should I do if my order arrives damaged, defective or incorrect?
Please contact us as soon as possible and provide:
- Your order number
- Clear photographs or video of the item
- Photographs or video of the packaging
- A clear description of the problem
- The delivery date
Delivery damage should ideally be reported within 24–48 hours of receipt so we can investigate the matter with the relevant courier or logistics provider.
Please retain the item and its packaging while the issue is being reviewed unless we tell you otherwise.
Can I return a ready-to-ship item?
Eligible ready-to-ship items may be returned within 14 days of receipt, subject to prior approval.
The item must be unused, undamaged, complete and returned in its original packaging where possible. Proof of purchase or the order number is required.
Please do not send an item back before receiving return approval from our team.
Who pays for return delivery?
The customer is normally responsible for return shipping unless the item has been confirmed as incorrect, defective or damaged before delivery.
Large, heavy, fragile or oversized products may require specialist return transport. The cost will depend on the product and location.
Can custom or made-to-order furniture be returned?
Custom-made, made-to-order, personalised, bespoke and specially sourced products cannot normally be returned, exchanged or refunded because they are produced specifically for the customer.
An exception may apply where an item is confirmed to be defective, damaged or materially different from the agreed order specification.
How are approved refunds processed?
Once an approved returned item has been received and inspected, we will confirm the outcome.
Approved refunds are normally processed to the original payment method within ten working days.
Your bank or payment provider may require additional time before the funds appear in your account.
Can I exchange an item?
An exchange may be offered where a suitable replacement is available.
Exact replacements for handmade or natural products may not always be possible because materials and artisan finishes naturally vary.
Warranty and Product Support
Does your furniture include a warranty?
Unless otherwise stated or agreed in writing, eligible products include a three-month limited warranty covering qualifying manufacturing and workmanship issues from the date of delivery.
What may be covered by the warranty?
Subject to inspection and assessment, warranty support may cover:
- Structural manufacturing defects
- Workmanship faults
- Faulty joinery caused by a production error
- Significant construction defects
- Manufacturing problems that affect normal use
What is not covered by the warranty?
The warranty does not normally cover:
- Normal wear and tear
- Natural grain, colour, texture or pattern variations
- Minor handmade irregularities
- Small measurement tolerances
- Accidental damage
- Misuse or neglect
- Incorrect cleaning or maintenance
- Customer or third-party installation errors
- Alterations made after delivery
- Damage during customer-arranged transport or relocation
- Unsuitable indoor or outdoor placement
- Excessive moisture, humidity, heat or direct sunlight
- Rain, mould, pests or environmental exposure
- Harsh chemicals or abrasive cleaners
- Fabric staining, fading, pilling or ordinary wear
- Impact damage to glass, stone, resin or ceramic
- Natural patina, oxidation or environmental changes to metals
How do I make a warranty claim?
Please contact us with:
- Your name and order number
- The delivery date
- A detailed description of the issue
- Clear photographs and video
- Information about the item’s location, use and care
We will review the information and may request further evidence or an inspection before confirming the appropriate solution.
What solutions may be offered for a valid problem?
Depending on the circumstances, we may offer:
- Repair
- Replacement
- Replacement parts
- A partial refund
- A full refund
- Another fair and appropriate solution
Furniture Care
How should I care for wooden furniture?
Dust regularly with a soft, dry cloth and clean spills promptly.
Avoid soaking the timber, using harsh chemicals or placing very hot or wet items directly on the surface.
Protect wooden furniture from excessive moisture, prolonged direct sunlight and extreme temperature changes. Use coasters, placemats and protective pads where appropriate.
How should I care for upholstered furniture?
Vacuum gently using a suitable upholstery attachment.
Blot spills promptly with a clean, absorbent cloth and avoid rubbing the stain.
Do not use harsh cleaning products unless they are approved for the specific fabric. Professional upholstery cleaning is recommended for large stains, delicate fabrics and specialist materials.
How should I care for leather?
Dust the leather with a soft cloth and wipe it gently with a slightly damp cloth when required.
Keep leather away from strong heat and prolonged direct sunlight. Do not soak leather or use harsh household cleaners.
A suitable leather conditioner may be applied occasionally if appropriate for the particular leather.
How should I care for rattan and woven furniture?
Dust regularly using a soft cloth, brush or gentle vacuum attachment.
Keep natural rattan and woven fibres away from excessive moisture and prolonged direct sunlight.
Do not leave natural rattan exposed to heavy rain unless the item has been specifically designed and finished for outdoor use.
Can all furniture be used outdoors?
No. Only furniture specifically designed and finished for outdoor use should be placed outside.
Even outdoor furniture will last longer when protected from prolonged rain, standing water, intense sunlight, coastal conditions and extreme weather.
Covers and sheltered placement are recommended whenever possible.
Will outdoor furniture change colour over time?
Yes. Wood, metals, fabrics, stone and natural fibres may gradually change in tone or appearance when exposed to sunlight, rain, humidity and the surrounding environment.
Regular care and suitable protection will help maintain the furniture.
Can you provide product-specific care advice?
Yes. Please send us the product name, material and photographs if necessary, and we will provide suitable general care guidance.
Villas, Hospitality, Trade and Wholesale
Can you furnish an entire home or villa?
Yes. We can assist with coordinated furniture for individual rooms or an entire property, subject to the project scope, schedule, specifications and production capacity.
Do you work with hotels, restaurants and commercial properties?
Yes. We welcome enquiries from:
- Villas
- Hotels and resorts
- Restaurants and cafés
- Offices
- Property developers
- Commercial and hospitality clients
Do you work with interior designers and architects?
Yes. We work with selected interior designers, architects, project managers, property developers and other trade professionals.
Please send us your product schedule, drawings, quantities, material requirements and delivery location so we can review the project.
Do you offer trade or wholesale pricing?
Trade and wholesale pricing may be available for approved partners and qualifying order quantities.
Pricing depends on the products, specifications, quantities, packaging and delivery requirements.
Can you produce multiple matching pieces?
Yes. We can produce coordinated furniture collections and repeated designs for villas, hospitality properties, retail partners and commercial projects.
Because natural materials and handmade finishes vary, small differences between individual pieces should be expected.
Can you manage large or international project orders?
Yes, subject to production capacity, project schedule, material availability, quality requirements and shipping arrangements.
Larger projects are individually assessed and quoted.
What information should I provide for a project enquiry?
Please send us:
- Your company or project name
- Project location
- Product schedule or required item list
- Quantities
- Dimensions and drawings
- Reference images
- Material and finish requirements
- Indoor or outdoor use
- Required completion date
- Delivery or export requirements
- Timber-certification requirements, if applicable
Ordering and Contacting Us
How do I place an order?
You can order available products through our website or contact us directly for custom designs, project orders, delivery quotations and product advice.
Website: https://heavenlyhomefurniture.id/
Email: info@heavenlyhomefurniture.id
WhatsApp: +62 822 7771 1981
How quickly will you respond?
We aim to respond to enquiries within 24–48 business hours.
Detailed custom quotations and project proposals may take longer, depending on the complexity of the request.
What is the best way to contact you?
WhatsApp is ideal for quick product questions, photographs and reference images.
Email is recommended for detailed custom orders, product schedules, drawings, commercial projects and international shipping enquiries.
Why should I choose Heavenly Home Furniture?
We offer a personal and transparent furniture experience centred on Indonesian craftsmanship, thoughtfully selected natural materials and made-to-order production.
From the initial conversation through design, production, quality inspection and delivery, our aim is to create beautiful, practical furniture that feels genuinely made for your home or project.