FAQs
Here is contain a list of commonly asked questions and answers on Anucara Home Deco website about topics such as buying, orders, shipping and handling, wholesale, payment information, and return policies.
How To Buy
Can I buy directly online?
Anucara Home Deco a wholesaler of Home Decoration and Furniture in Surakarta, Indonesia. We value our relationships with our retail partners. We only sell to registered accounts or registered wholesalers at our website.
How to buy Anucara Home Deco products?
If you want to buy products from us, you will need to create a new account. You can use the “REGISTER” to start the account setup process.
Where are Anucara Home Deco products origins?
We are located in Surakarta, Java, Indonesia. Our products are originally made in Central Java, as we collaborate with the local artisan and craftsmen community.
What is the production lead-time?
The production time estimation is 5-8 weeks for most products i.e.: home wares, home decor, handicraft, or other smaller products. For furniture or bigger and complex products it takes approx. 7–10 weeks. This is to reduce the moisture in your furniture so they are perfect and proper kiln drying when ready to pack and ship.
For larger projects, production time will vary based on each case. For more info please contact us.
Will I be notified once my order is placed?
Once you have successfully placed your order online, you will get an order validation via email, provided that we have your accurate email address. An email order validation will outline the customer name, ordered items, delivery address, and total price. But if you do not receive any order notification within 42 hours of working days, please do contact us.
Orders
When can I start the production of my orders?
We will start producing your order right after the Deposit or Down Payment has been received as we work directly with local artisans and craftsmen.
How do I know the status of my order?
You can check the status of your order by entering My account then select the Orders section on the left of the page.
Click on the order number and you will see the order status in the top right corner. If you do not know your order number, you can locate it by looking at your order confirmation email.
When a shipping status has appeared on your order, you will be able to track your shipment on the shipping agent website.
Please note that once your package has shipped, tracking information will take up to 24 hours to appear in a carrier’s system.
If you have any furthermore questions, please contact us
Can I find my previous orders?
Your previous orders are available in your Orders page.
What should I do When I receive a damaged item?
If you received a damaged item, please contact us immediately. Please include your order number, name of the item and the damaged part.
Please remember that items traveled for days or weeks and handled by many hands. That is why our team needs to investigate the causes of damaged items first.
What should I do if I'm missing items from my order?
If all your orders have arrived at their destination and you are still missing items, please contact us immediately.
Can I cancel an item or order?
We’re sorry, the customers can NOT cancel a complete purchase of an item. In addition, if there is a cancellation of the Pre-Order item after the deposit has been received there will be NO REFUND of the deposit.
If you have any questions, please contact us.
Wrong items, I did not order them. What should I do?
If you got wrong items, please contact us immediately..
How to add items to an existing order?
If you would like to add new items to an existing order that has already been processed, you will need to place a new order on our site or contact us for assistance.
I want to make a custom order, can you do it?
You are lucky!! We are able to make custom products according to customer design. Just tell us the details, and we are happy to help.
To place a custom order please contact us.
Payment & Shipment
When can I pay for my order?
After you have placed an order in the Checkout page, you will be given our bank account details and payment instructions via an email along with your order confirmation. (please kindly check your spam mail box)
Please do not Transfer any amount of money before we confirm your order via an email.
Are there payment terms?
For orders above USD 3,500, you need to make a 50% deposit prior to start the production. Balance payment is required prior to release of manufactured goods from our factory. Full payment is required for all orders below USD 3,500.
What payment methods do you accept?
Anucara Home Deco prefers to use direct Bank Transfer (Telegraphic Transfer or SWIFT Transfer). You may use an apps likeWise as an overseas payment option or other apps as along using direct Bank Transfer.
Is there sales tax in your product?
Sales tax is included on every Anucara Home Deco product prices.
Are the shipping cost included on the product price?
Prices shown on the website are NOT INCLUDED Shipping Cost, in this case applies Incoterm: EXW Surakarta, — Shipping cost is calculated separately once everything has been packed and scaled properly.
If you have any questions, please contact us. We can give you an estimate of the shipping cost based on our recommended shipping cargo companies.
Where do you ship the products from?
We ship all the goods from Surakarta which is located in Central Java, Indonesia.
Can you ship products to overseas addresses?
Sure. we accept international addresses for worldwide shipping.
However, please note that: We are NOT a shipping or cargo company. Shipping cost is calculated once everything has been packed and scaled properly.
How do you ship the order?
Please Note: We are not a Shipping Company.
We use a variety of shipping agents or Forwarders, however, we would recommend Omnifortune Cargo or Rayspeed Asia as they offer a complete service with regard to shipping your goods to your front door. Our minimum order quantity is a 20 feet container.
This is the first time I am ordering a shipment from Indonesia – can you help?
Yes, we are happy to help. Our recommended shipping company in Central Java are Omnifortune Cargo or Rayspeed Asia. We will coordinate with them for your product shipment or you may prefer to appoint your own shipping agent.
Shipping payment is not required until your goods are ready to be shipped. The shipping agent will bill you directly.
How will the product be shipped?
Full Container Loads (FCL) or Less Container Loads (LCL).
- 20 feet container (capacity 33.0 cubic meters).
- 40 feet container (capacity 67.0 cubic meters).
- 40 feet container High Cube (capacity 76.0 cubic meters).
The most cost efficient way to ship is by FCL. The shipping cost is include of all fumigation and export documents.
Do I need to buy a whole container load?
Our minimum order quantity is a 20 ft container or US$ 3.500. If your orders have reached US$ 3.500 but the volume is less than 20 ft container, then you should purchase LCL shipment. the more items will be more efficient on the overall cost.
For further information about shipping (FCL), please feel free to contact Omnifortune cargo at your convenience.
For further information about shipping (LCL), please feel free to contact Rayspeed Asia at your convenience.
What about the tax duties and permit costs at my end?
Import duties and taxes are subject to the destination country. The responsibility will be on the customer. We do NOT control all the destination local charges.
How long does my order shipment take to arrive at my Port?
Shipping time will depend on the destination. you will be informed by our team about estimation production time and approximate shipping time.
Can I track my package?
Please contact our team via email at hello@anucaraid.com or by WhatsApp at +62 813-9010-1217. You can also contact Omnifortune Cargo for FCL or Rayspeed Asia for LCL.
Wholesale
How can I qualify to be a registered wholesaler on your website?
You need to be a registered business with a Business Identification Number and Tax ID. You will need to submit your business data on our website. Click here to register online wholesale form.
We will review your business data within 24 hours. Once approved, we will send you the wholesale special price voucher that is useful when you checkout your order.
How can I get wholesale price?
Once your Wholesale Application Form is approved, then we will send you the wholesale coupon details for you by an email, so you can use them in the products checkout and get 20% price off on all items.
Do you work with Distributors or other similar business brand?
Yes you are lucky, We are a growing brand, as our name “Anucara” means Associate, we keep looking for any B2B possible associates for mutual collaboration to grow our distributor network in every country.
Please contact us for discus distributor opportunities furthermore.
Can I rebranding your product with my own brand?
Of Course, you can. We will provide you with a finished product with your brand tag or label and packaging with additional cost depending on the material used. If you have any further questions, please contact us.
