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, which is why we use high quality photos on our website. 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.

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)

Can I pre-order an item that is out of stocks?

If you are willing to wait, yes, definitely. We have a shipment from Bali to Singapore every 3 to 4 months. For pre-orders, we ask for a 50% down payment to secure your item in the next shipment. Please send us an email (shop@kulture.sg) if you wish to pre-order an item that appears out of stocks.

Do you do custom-made?

Custom-made panels and mirrors are one of our strengths. We can accommodate any request if you send us the following information:

  • Design
  • Finishing (white, white wash, antic wash, natural brown, dark brown, others)
  • Size
  • Quality expected (MDF / suar wood, mahogany wood, teak wood)

Please note that the lead-time for custom-made items is 3 to 4 months.

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.

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.

Which courier do you use to ship my order?

We want to ensure your order is shipped smoothly and reaches you within the lead-time we commit to. For overseas shipments, DHL is the most reliable and competitive courier at the moment. 80% of the orders shipped abroad are sent using DHL. Other couriers that we use include UPS, Aramex, TNT and FedEx.

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 3 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): 5 to 10 working days
  • Indonesia: 10-15 working days
  • Europe & USA: 10 working days

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 to the following countries at the moment: Singapore and Malaysia (for orders that weigh less than 12 kg). No minimum spending required.

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.

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 may drop us an email (shop@kulture.sg) should you wish to order a hanging kit from us for 30 S$).

 

 

 

 

 


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