FAQ

General

how the purchasing system goes?

first you need to contact us regarding your interest. after placing your order, we will send you the invoice including the payment method. after your payment is confirmed we will send you the order confirmation and keep you updated throughout the process until the item reach your place.

do you have showroom i can visit?

showroom is coming soon! our up-coming showroom and workshop are based in Kemang Timur. However, you are welcome to reach us through our platform.

are your products ready stock or preorder?

we do provide limited quantity of ready stock items. contact us for products availability. However, some of our products especially furniture and rugs require preorder.

Delivery

what is the lead time on your pre-order products?

it will normally take 4-7 weeks after each preorder batch is closed. however, allow a period of 12 weeks to anticipate certain circumstances as we do our best to ensure your goods will arrive safely and well.


do you ship outside Jakarta?

yes we do ship nationwide, with additional cost for wood and carton packing if needed.

which shipping methods do you offer?

for jabodetabek areas, we are using deliveree or grabcar delivery (for large items); grabsend or lion parcel service (for medium to small items). and for outside jabodetabek areas, we are using tiki trucking (for large items) or lion parcel.

how much is the shipping cost?

they vary - depending on the item's volume and destination. kindly contact us for further information about the shipping cost.

is my shipment insured?

all our shipments are insured. it is important to always capture while you unbox the item. If you find the package damaged before opening, notify Casa Goods or the logistic company immediately upon arrival with supporting videos or images of evidence before and after you open the package. if something happens to the products in transit, the logistic company and Casa Goods will process the reclamation.

can I pick up my own order?

Yes absolutely. You are welcome to do self pick-up in our warehouse in Kemang by appointment.

Payment

how is the payment system works?

for your purchase of furniture series, a 50% down payment from the total cost is necessary upfront. final payment will be invoiced after we notify you that your items are ready to be delivered from our warehouse in kemang to your place. as for the lighting and small things order, a full payment is required upfront. the item will be processed and delivered to your place after you have finished the payment.

what payment method does Casa Goods accept?

currently, we are only accepting payment via bank transfer to our BTPN/jenius account. we also do not accept any installment.

Return policy

how do i make an exchange or return?

the customer has the right to return an item if the item is damaged or faulty by supporting us with a full video of evidence before and after you open the package. (otherwise, we could not process the reclamation) with the following condition:


1. the item has not been used
2. the item is in the condition that the customer received it in, and all the parts of the product as well as the original product package and manual are included in the return shipment
3. the item has been repackaged in its original or an equivalent shipping package.

the price of returned products is always reimbursed according to the payment method used for the order. if the returned product has been used, damaged or is otherwise unsuitable for resale, casa goods has the right to reject or charge a fee for loss of value up to the full price of the product.


 
Questions regarding our Conditions of Usage, Privacy Policy, or other policy related material can be directed to our support staff by emailing us at: info@casa-goods.com