Shipping & Delivery Policy

PT Heavenly Home Furniture specialises in handcrafted furniture, home décor, lighting, and custom-made interior pieces. Many of our products are handmade using natural materials and may require specialised production, handling, and delivery arrangements.

By placing an order with PT Heavenly Home Furniture, you agree to the terms outlined in this Shipping & Delivery Policy.

As an independent online furniture and design studio, we do not hold mass-produced retail inventory. Many furniture pieces are individually made to order after checkout confirmation. Please allow our standard production period of approximately 2 to 3 weeks before dispatch, unless a different timeframe is stated on the product page or agreed with our team.

Free Standard Delivery Across Indonesia

PT Heavenly Home Furniture provides free standard delivery across Indonesia where normal courier or delivery services are available, and the delivery address can be reached using our standard logistics arrangements.

Free standard delivery applies to eligible online retail orders, handcrafted furniture, home décor, lighting, textiles, custom-made pieces, and project orders delivered using the transport method selected by PT Heavenly Home Furniture.

Remote areas, outer islands, restricted locations, difficult-to-access addresses, or destinations requiring specialist transport may not qualify for free standard delivery. Any additional delivery cost for these locations will be calculated, quoted, and agreed with the customer before the order is placed.

Customers are encouraged to contact our team before ordering if they are unsure whether their delivery address is within a standard delivery area.

We reserve the right to choose the most suitable courier, private logistics provider, specialist transport service, or scheduled delivery method based on the item’s size, weight, fragility, delivery location, and handling requirements.

Free standard delivery does not automatically include installation, wall mounting, electrical fitting, plumbing work, complex assembly, crane or lifting services, additional delivery manpower, removal of existing furniture, or other services beyond standard delivery.

Order Processing

Orders are typically reviewed and processed within 1 to 3 business days after payment confirmation.

Processing times may vary depending on product availability, customisation requirements, supplier preparation, courier availability, delivery location, and whether the item requires specialist handling.

For remote, restricted, or difficult-to-access delivery locations, the order will not be confirmed until the delivery requirements and any applicable additional charges have been reviewed and accepted by the customer.

How We Arrange Delivery

We use different delivery methods depending on the product type, size, weight, fragility, delivery address, and handling requirements.

For online retail orders, smaller items, home décor, lighting, textiles, and suitable parcel-sized products, delivery may be arranged through Biteship-supported courier services where available.

For large furniture, fragile items, oversized products, custom-made pieces, or project orders, we may use our own trusted private logistics partners, specialist transport providers, or scheduled delivery services.

This allows us to select the safest and most appropriate delivery method for each item rather than treating handcrafted furniture in the same way as an ordinary parcel.

Remote and Specialist Delivery Locations

Remote or specialist delivery locations may include, but are not limited to:

• Outer islands or isolated regions
• Areas outside normal courier service zones
• Locations requiring sea freight, ferry transport, or multiple delivery providers
• Addresses with narrow, steep, damaged, or restricted roads
• Areas where standard delivery vehicles cannot safely gain access
• Locations requiring specialist vehicles, boats, lifting equipment, or additional manpower
• Properties with restricted delivery hours or security requirements
• Locations requiring unusually long-distance transport from the nearest logistics hub

Where additional delivery costs apply, PT Heavenly Home Furniture will provide the customer with a delivery quotation before the order is placed.

The customer must approve the quotation before payment and order confirmation. Production will not begin until the order terms, including any applicable delivery charges, have been accepted.

Additional Delivery Services and Charges

Standard delivery is provided free of charge to eligible locations across Indonesia.

Additional charges may apply where the delivery address is remote, outside a standard service area, or where services beyond standard delivery are required, including:

• Sea freight, ferry charges, or inter-island transport
• Additional delivery personnel or specialist manpower
• Upstairs delivery or delivery without suitable lift access
• Crane, lifting, hoisting, or specialist equipment
• Difficult or restricted property access
• Alternative transport required because of narrow or unsuitable roads
• Installation, wall mounting, electrical fitting, or complex assembly
• Storage caused by the customer being unavailable to receive the order
• A second delivery attempt after a failed delivery caused by incorrect information, restricted access, or customer unavailability
• Delivery changes requested after the order has been confirmed or dispatched

Where these requirements are known before ordering, the applicable costs will be quoted and agreed before the order is placed.

Where an access restriction or special requirement was not disclosed by the customer before ordering, any resulting additional costs may be charged separately before delivery can be completed.

Production and Delivery Times

For ready-to-ship items within Indonesia, estimated delivery is usually 1 to 5 working days after dispatch, depending on the delivery location and selected transport service.

For custom, made-to-order, large, fragile, or oversized furniture items, production and preparation times apply before dispatch. Our standard production period is approximately 2 to 3 weeks unless otherwise stated or agreed.

Remote, outer-island, specialist, or multi-stage deliveries may take longer than standard deliveries. An estimated delivery timeframe will be provided with the pre-order delivery quotation where possible.

Delivery timeframes for specialist furniture deliveries will be confirmed during the order process or directly with our team.

Estimated production and delivery times are provided in good faith. They may vary due to courier schedules, workshop timelines, product preparation, material availability, delivery access, regional conditions, or circumstances outside our reasonable control.

Delivery Access

Customers are responsible for ensuring that the ordered items can safely access the delivery location, including through roads, parking areas, security gates, building entrances, doorways, lifts, staircases, corridors, and the intended room.

Please inform us before placing your order if the delivery location has:

• Narrow or restricted roads
• Limited vehicle access
• Stairs or no lift access
• Restricted parking
• Narrow doorways, corridors, or entrances
• Building or security restrictions
• Specific delivery-hour restrictions
• Remote, island, or rural access
• Any other condition that may affect safe delivery

Customers should check the dimensions of the ordered product against all relevant access points before confirming the order.

Where ordinary delivery cannot be completed because of undisclosed access limitations, the customer may be responsible for reasonable additional costs associated with special handling, alternative transport, redelivery, storage, or additional manpower.

Unless agreed in writing, delivery does not include installation, wall mounting, complex assembly, electrical fitting, plumbing work, or removal of old furniture.

Customer Availability

The customer must provide accurate contact details and be available to coordinate and receive the delivery at the agreed address and time.

For scheduled furniture deliveries, our team or logistics provider may contact the customer in advance to confirm access and availability.

If delivery cannot be completed because the customer is unavailable, provides an incorrect address, cannot be contacted, or has not disclosed access restrictions, a redelivery or storage charge may apply.

Tracking

Where standard tracking is available, tracking details will be provided after dispatch.

Some large furniture, private logistics, specialist transport, remote-area, inter-island, or scheduled deliveries may not use standard parcel-tracking systems.

For these deliveries, we will coordinate directly with the customer using the telephone number, WhatsApp number, or email address provided during checkout.

Inspection on Delivery

Please inspect your order as soon as it arrives and, where practical, before the delivery team leaves.

If an item 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 issue
• The delivery date

Damage or delivery issues should ideally be reported within 24 to 48 hours of receipt so that we can review the matter with the relevant courier, private logistics provider, or Biteship-supported courier service.

Customers should retain the item and its packaging while the matter is being reviewed unless instructed otherwise by our team.

Natural and Handmade Products

Many of our products are handmade using natural materials such as timber, stone, rattan, fabric, leather, marble, and other organic materials.

Natural variations in colour, grain, texture, pattern, tone, dimensions, and finish are normal characteristics of handcrafted and natural products. These variations are not generally considered delivery damage or manufacturing defects.

Delivery Delays

Production and delivery times may be affected by courier delays, weather conditions, traffic, natural events, public holidays, regional restrictions, workshop schedules, material delays, transportation disruptions, ferry schedules, sea conditions, or other circumstances outside our reasonable control.

If there is a significant delay with your order, we will contact you using the details provided during checkout.

PT Heavenly Home Furniture will take reasonable steps to resolve delivery issues but cannot guarantee exact delivery dates where delays result from circumstances outside our control.

Customer Support

For delivery quotations, shipping questions, delivery updates, or support, please contact us:

Email: info@heavenlyhomefurniture.id
WhatsApp: +62 822 7771 1981

Customer inquiries are typically answered within 24 to 48 business hours.