FAQ


Please check through the list below to find an answer to your query:

Do you have a physical shop or showroom?

We aim to provide the best of Balinese home décor at reasonable prices; for this reason, we do not have any physical presence in Singapore (paying a rent would mean selling at high prices). However, we do understand the need to see a product before purchasing it; you can make an appointment with us should you want to preview a product (our warehouse is located in Kranji area). 

Additionally, we have a 15-day free return policy: if you are not happy with your purchase, you may return it within 15 days and get a full refund, no questions asked! That’s how much we value our customer’s trust. Please refer to our returns policy for more details.

Do you provide installation?

Unfortunately, we are not able to install our panels or bed headboards in your home. We can however recommend a handyman if you find yourself shorthanded!

Are my payment details safe?

Our online store is powered by Shopify, the leading e-commerce platform provider. Our website secures its server by using secure sockets layer (SSL), a standard security protocol that encrypts data between a web server and a browser. Additionally, our online store has earned the McAfee SECURE certification, a widely recognized web security company. Thanks to all these measures, we can provide 100% safe shopping experience on our online boutique.

Can I pay in my local currency?

We are happy to announce that checking-out is now possible in most currencies! At check-out, you can choose to pay in your own currency or in Singapore Dollars (SGD) (because our online store is based in Singapore). During check-out, you might be redirected to a URL starting with "mlveda". This is completely normal: MLVEDA is the partner who helps us allow you to pay in your own currency. You can check their website (http://www.mlveda.com/) for more information.

What payment methods do you offer?

We offer the following means of payment at the moment:

  • Credit / debit cards (Visa, Mastercard, AMEX)
  • PayPal
  • Bank transfer or PayNow instant payment (only for Singapore residents)

What happens when I choose PayNow or bank transfer?

Once you have placed your order, you will get an email confirming it. You will still have to make payment in order to get your order shipped. To be clear: your order will not be fulfilled until we receive your payment.

Where is my order shipped from?

All our products are made in Indonesia but we are based in Singapore (a stone's throw from Bali), and so is our warehouse. Every order is shipped from Singapore, except orders from Indonesia residents which are shipped from Bali.  

To which countries do you ship?

We aim high and wish to spread the beauty of Balinese art as far as possible! We ship to more than 100 countries at the moment. If your country is not eligible for shipping, please drop us an email (shop@kulture.sg) and we will do our best to accommodate your request.

Bed headboards and bulky furniture cannot be shipped abroad at the moment due to the high delivery charges. If you intend to buy in bulk, please let us know as we can arrange LCL shipments.

Which courier do you use to ship my order?

We work with multiple couriers to ensure your order will be delivered in a the most cost-efficient manner. Depending on the country, we may work with DHL, Aramex, FedEx or local couriers such Simply Post or Singpost for Singapore based customers.

How long will it take to receive my order?

Once you have made your purchase on the website and the payment has been confirmed, we will process your order. Depending on your location, it will take between 5 to 15 working days for your order to be fulfilled and delivered. Below are the indicative lead times to different continents and locations:

  • Singapore: 5 working days
  • Rest of Asia (except Indonesia): 10 working days
  • Indonesia: 2-3 weeks 
  • Europe & USA: 10-15 working days

Can I choose the day or time of my delivery?

Because deliveries are done by third-parties, we are not able to precisely schedule them. If you need your delivery to happen on a specific day or a delivery within 3 days, please let us know. We can arrange it for a fee varying from SGD 30 (for small items) to S$ 150 (for very bulk items such as bed headboards).

How is the shipping cost calculated?

We calculate the shipping cost based on the total weight and / or volume of the products that your ordered. The shipping cost will be indicated upon check-out.

We offer free shipping in Singapore for products weighing less than 12 kg or for any purchases higher than 1,000 S$.

If you reside in Singapore, you can also choose to pick up your order from our warehouse without any charge. It is however required to set an appointment with us prior to pick up.

How to know what will be the shipping charge of my order?

Simply go through the check-out process. You will know how much the delivery charges you have to pay right before entering your payment details.

How do I request a return?

To initiate a return, all you need to do is fill in our form and our team will be in touch with you to inform you of the next steps.

My item was damaged on arrival

You must inform us within 3 working days if your item was broken when you received it. Please send us some photos (shop@kulture.sg) and we will investigate what happened with the courier. We will not be able to offer any refund or replacements if the 3-day deadline has passed.

How do I hang my wood panel?

Most of our panels come with one or several hooks which are located on the back side. If no hook is visible, you can consider one of these options to hang your beautiful wall decor:

- 3M hooks: hooks from Command (3M) can support items weighing up to 3 kg

- nails: if you are able to put nails in your wall, we recommend them for pieces heavier than 3 kg. Simply nail through the hook that is at the back of your panel.

- for bed headboards that are heavier than 10 kg (such as single, queen size and king size headboards), we recommend using French cleats. You can order hanging kits from us to facilitate the mounting process. 


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