Shipping + Return Policies

General Conditions

Our shipping fees cover processing your order, handling and packing your purchased products, and delivering them to you. Most products are shipped from our warehouses and delivery time vary depending on the products you’ve ordered. In the event of a delay, our team shall notify you by email. Your order can be tracked in your account’s page under the Orders tab on the left. You will be able to track the various stages of your order status.

Furniture

We provide free delivery fee for shipment of orders for furniture of minimum Rp 5,000,000 for all JADETABEK (Jakarta, Depok, Tangerang and Bekasi) areas. For furniture orders below Rp 5,000,000, we charge a flat rate delivery fee of Rp 350,000 for all JADETABEK areas.

 

Supposed you are looking to make a purchase of furniture outside of the JADETABEK areas, we advise you to contact our Customer Service in advance at 021-22454360 to inquire regarding the delivery fee and additional costs (e.g. packing fee) if available.

 

We recommend that you are present during delivery. Most of our furniture delivery offer white glove service, whereby our Delivery team will help assemble and check the quality of the furniture delivered to you.

Delivery

Our Customer Service shall confirm your scheduled delivery between H-7 to H-1. Deliveries will be made via our private or partnering courier from Monday – Saturday, 8 a.m. – 6 p.m.

 

We do not indicate the time of the delivery as delivery times may vary due to traffic condition.

Time of Delivery

For ready stock furniture: 1-2 weeks (depending on availability of delivery). For pre-order or made to order furniture: 3-8 weeks.

 

Lead times can vary depending on our work load.

Housewares

All of our housewares are ready stocks and can be shipped instantly. Customers may opt for delivery choices from instant delivery with Grab or Gojek or standard delivery via J&T. If you need your order delivered instantly, please contact our Customer Service to inform your choice of delivery. Additional cost may incur as well depending on the choice of delivery you opt for.

 

Assuming that the item(s) you’ve ordered is not available, our Customer Service shall inform you, we can offer you refund or store credits, or we shall inform you the expected delivery for the item(s).

 

We require 3×24 hours for processing time on your orders. However, our Customer Service works wonderfully with time, so fret not, you may even receive your order as soon as 3 hours!

Delivery

Our Customer Service shall confirm your scheduled delivery between H-3 to H-1. Deliveries will be made on Monday – Saturday, 8 a.m. – 6 p.m.

 

We do not indicate the time of the delivery as delivery times may vary due to traffic condition. The receipt of your delivery will be sent to you once as soon as your order has been shipped.

Time of Delivery

For instant delivery (Gojek and Grab Instant): 1-6 hours. For standard delivery (J&T): 2-7 days.

 

Lead times can vary depending on our work load.

Return + Exchange Policies

We understand that some items may not work or match with your home or commercial space upon receiving them during delivery. Therefore, we allow returns and exchanges for your orders with subjected guidelines.

 

You will be required to pay for the return costs, supposed that the purpose of your return is not due to defects or errors held responsible by Urban Quarter. Expenses for returns may vary, depending on the products size and distance of your location. You may be incurred with additional packing fee depending on the size and fragility of your items.

 

Urban Quarter will take full responsibility supposed your order was delivered damaged, with defects, or wrongly shipped. We shall bear the delivery costs and ensure that your order is delivered next safely.

 

If you find yourself needing to return or exchange your items, please contact our Customer service. You are responsible for the items until we receive them and if an item is broken or lost during shipment, you will be held responsible. In that case, it is your own responsibility to document the return.

Furniture

Your furniture order is applicable for returns (or refunds) and exchanges supposed the item do not amend to the required information of the item. You may request for your returns (or refunds) and exchanges 3×24 hours after the payment of your invoice or 7×24 hours after you have received your order (with business days included).

 

Furniture that are allowed for return and exchanges include ready stock pieces. Items that require to be upholstered (fabrics) and items where customers have customized or change (whether in finishes or even size) are not permissible for returns and exchanges.

 

Clearance items are not permissible for returns (or refunds) and exchanges. We allow store credits or direct transfers or refunds, with 3×24 hours processing time.

 

Supposed that you have decided to exchange your items with a nominal amount that is less than your previous order, the remaining balance will only be returned to you as a store credit.

 

Please note that the right of returns (or refunds) and exchanges will be annulled if you use the product in a way that reduces the sales value. The items must be returned unused and in the same condition as they were upon receipt and in original packing. If not, your order will not be applicable for returns (or refunds) and exchanges.

Housewares

Your housewares order is applicable for returns (or refunds) and exchanges supposed the item do not amend to the required information of the item. You may request for your returns (or refunds) and exchanges 1×24 hours after the payment of your invoice or 3×24 hours after you have received your order (with business days included).

 

Clearance items are not permissible for returns (or refunds) and exchanges. We allow store credits or direct transfers or refunds, with 3×24 hours processing time.

 

Supposed that you have decided to exchange your items with a nominal amount that is less than your previous order, the remaining balance will only be returned to you as a store credit.

 

Please note that the right of returns (or refunds) and exchanges will be annulled if you use the product in a way that reduces the sales value. The items must be returned unused and in the same condition as they were upon receipt and in original packing. If not, your order will not be applicable for returns (or refunds) and exchanges.