|
 F.A.Q.
(Frequently Asked Questions)
Q. What are your furniture made from ?
A. We use selected wood materials and kiln-dry from mahogany, teak, pine and other qualified fruitwood.
Q. Do you deal with plantation trees under government's forestry management ?
A. We will never use non-plantation timber or any sources which not environmentally sustainable.
Q. What kind of products do you have? What is your uniqueness and specialty?
A. We offer a wide variety of antique reproductions from 18th century, classic design and well-carved furniture. Our product ranges are various of armchairs, sofas, dining tables, dining chairs, drawers, barstools and miscellaneous items. We will always keep developing and improving our products.
Q. What are the finish options available?
A. We use wood stain melamine finishing based on NC (NitroCellulose) or PU (PolyUrethane) system. Please refer to our finishing system. Meanwhile, we may accept customer own color (COC) based on the customer color sample. We will try our best to match the color.
Q. Do you guarantee all of your products ?
A. Yes, our product is fully guaranteed and if you received damaged piece we will replace it in your next container as long as it is a manufacturing fault. Even, we will refund you as it's 100% money-back guarantee.
Q. How do I claim the warranty ?
A. Complaints due to the factory technical mistakes, can only accepted 8 weeks after the ETA (Expected Time of Arrival) by providing photographic evidence or detail of the problems. In the event of a claim, you shall first contact our customer service department. We wil soonest respond by replacing the same merchandise for your coming container(s) or even refund 100% as the price of the item.
Q. What is your payment option ?
A.(a). Letter of Credit (L/C) Irrevocable At Sight.
...(b). Telegraphic Transfer (T/T)
Please refer to terms and conditions.
Q. What is your production capacity?
A. 8 - 10 containers of 40 ft per month.
Q. What is your minimum order?
A. A full container load 20ft, no minimum pieces for each item. For samples, please email us.
Q. How long is the production lead-time and delivery time ?
A. Our production lead-time is 5-6 weeks after confirming an order and delivery time is depend on your country port (Europe : 3 weeks, US : 4 weeks approximately).
Q. How many items will fit for a container 20 feet or 40 feet ?
A. 20ft container = 30 cubic metres, 40ft container = 60 cubic metres. The quantity of items will depend on the size of items you select. We can calculate the volume for your order once you have made your selection.
Q. Can I make purchases online?
A. Yes, you can browse our webpages and purchase via shopping cart available online. At the end, you will be notified the Purchasing Order (PO) generated by email and we will send you the Proforma Invoice based on your PO.
Q. Can I order by telephone or fax?
A.Yes. You can place an order by telephone by calling +62 24 70141666 during normal business hours. You may also fax your order to +62 24 6921666, or e-mail us.
Q. How can I find out the status of my order?
A. When you place an order with us, we will do our best to give you an approximate production stages and arrival time frame. This may change, however, and your items may arrive sooner, or sometimes a little later, than their original estimate. We are pleased to provide you with updates of your order's status if you email us at sales@fullhouses.com, or call us at +62 24 70141666 during weekdays.
Q. Can you send me a catalogue or any hardcopy of your products ?
A. Our website is an online catalog showcasing the furniture we carry. All of the catalogue is on the web.
Q. How much is the shipping cost to my country port ?
A. We shall know your hometown destination. Please email us the details and we will respond with a shipping quote to the destination you specify. For guidance, please refer to this link : shipping.
Q. How can I inspect your quality before ordering and then, just before being shipped ?
A: You can asigned someone as quality controller and come to our factory or you can order samples which can be shipped to you at your cost via DHL, TNT, Fed Ex or other courier companies. Otherwise, we guarantee our products and it's 100% money-back guarantee.
Q. Can you assist me with shipping arrangement ?
A. Yes, we have been in partnership with few professional freight forwarding or shipping companies for many years.
Q. Do you have showroom in US ?
A: We have no showroom in US. But, we do have a sales representative (in US) who can answer any questions about our furniture and assist you in placing your order. We will email you our agent's details.
Q. Can I cancel once I made an order ?
A. Change and cancellation can be accepted only prior to our schedule production. Please be advised that depending on the circumstances, we may not be able to allow you to change or cancel your order. If changes and cancellation are done during the production of original order, it can not be executed anymore.
Q. What is your packing system ?
A. Our FOB price have included packing materials. We use a single corrugated carton or carton box and foam sheet to wrap the furniture. Stickers or labels indicating country of origin and product specifications ( code, description, material, color, etc. ) are sealed on the packaging.
Q. Do you use any chemical materials in your container to absorb humidity or destroy insects ?
A.Yes, we always fumigate the container and put absorber bags inside the container as well as silica gels inside the packed goods.
Q. Where does your pricing come from ?
A. Prices are always based on free on board (FOB) - Semarang (Indonesia) port of delivery by full container load (FCL) only; For less container load (LCL) there will be an extra charge for handling additional packing materials. We use to review all our price per semester and if there any increasing cost in raw materials and labors, the percentages of it will be added. Any increases will be anounced.
Q. What does FOB price cover ?
A. Our FOB price has covered production and finishing process, packaging, labour cost, local transportation (trucking) from our factory to the port, fumigation, custom fee, documentation (B/L doc., COO, etc). You will pay the rest.
Q. Do you provide shipping insurance ?
A. FOB term is not including the insurance when shipping the goods. Sometimes damage can occur during transportation, in this case we strongly suggest you to insure your cargo. Its cost is just about 0.25 % (less than 1%) of your total invoice. We will assist you in getting insurance for your cargo, if you wish.
Q. Can you guarantee you have quality products at competitive price ?
A. Yes, that is why we posted our prices on the website. It proves our commitment to high quality products, whilst try our hardest in maintaining competitive price. It's better before you may purchase from us, you do compare with other competitors.
Q. What is the best deal in purchasing ?
A. In order to serve your order better, it would be better if we could have your sale program of 12 months, revised every three months. This will allow us to schedule our production and have better delivery time. Also it is very important that we have your reconfirmation of order 8 weeks prior to the shipping date. Our present capacity of production is about 120 x 40' container per year, therefore it is important for us to have your yearly program.
Q. I am planning a trip to Indonesia soon. How do I find your factory?
A. We can arrange to have someone pick you up at the nearest airport or your hotel and accompany you to our factory (+- 2 hours driving from airport). Or simply call us upon your arrival and we may give you directions.
Q. Can you manufacture custom-designed items ?
A. Yes. We will need specific details including technical drawings, detailed specifications and exact measurements. It's more helpful if it comes with some photos. All custom pieces are considered prototypes and pricing will depend on the volume of the order.
Still need some other info and questions? Please feel free to contact us.
Copyright 2007 Fullhouses Furniture Indonesia |
