This section addresses many of the questions that we have frequently received. If this list does not answer your question or you would like further information, then please feel free to contact us directly at info@stuartmemberyhome.com
GENERAL QUESTIONS:
Q: Where is your Company?
A: Our Company is based in Indonesia
Q: How long has Stuart Membery been in Business?
A: The Stuart Membery brand was established in Australia in 1982
Q: How long has Stuart Membery Home been manufacturing Furniture?
A: The Stuart Membery Home Collection division was established in Indonesia in 2005
Q: Which Countries do you ship to?
A: We can ship just about anywhere.
ONLINE FURNITURE CATALOGUE
Q: Can I buy directly on line?
A: Yes you can, as long as there is not an appointed Stuart Membery Home distributor in your area or territory.
Q: How do I buy your products?
A: The buying process is simple. Our website shows our current catalogue of items. Add the product(s) of interest
(color / finish / quantity) to the enquiry basket & submit. A sales coordinator will contact you by email within 48 hours with the product(s) & approximate shipping quotation to your destination.
Q: Do you have product minimums (MOQ)?
A: Yes we do. As all furniture items are made-to-order, minimum orders apply. Occasionally we can tie smaller orders onto larger projects currently in process of manufacture. Also, you may buy 1 piece minimum from our online ‘Shop in Stock’ catalogue.
Q: What is the manufacturing lead-time?
A: Approximately 90 days to manufacture from receipt of deposit, not including shipping to your destination.
Q: What are the payment terms?
A: For orders over US$ 5,000 , a 50% deposit is required prior to manufacture. Balance payment is required prior to release of manufactured goods from our factory. Full payment is required for all orders under US$ 5,000.00. Full payment is required for all ‘Shop in Stock’ items.
Q: How do I make payment?
A: We accept payment via PayPal or Bank Transfer.
Q: What will I receive once my order is placed?
A: Once you have successfully placed your order online, you will receive an order confirmation via email, provided that we have your accurate email address. The order confirmation will outline the items ordered, shipping costs and the delivery address. If you do not receive the order confirmation within 3 working days, please contact us at info@stuartmemberyhome.com
SHIPPING:
Q: How do you ship the order?
A: Please Note: We are not a shipping Company.
Q: I have not shipped from Indonesia before – will you help?
A: Yes we can. Our preferred shipping company in Indonesia is COMBI LOGISTICS. We will coordinate with them on your behalf 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.
Q: How are the products shipped?
A: CONTAINER or LCL (less than a full container load)
The most cost effective way to ship is by container.
The cost is inclusive of all fumigation & documents.
- 20 foot container (capacity 33.0 cubic meters) will hold approx 25-30 assorted items.
- 40 foot container (capacity 67.0 cubic meters) will hold approx 50-60 assorted items.
Q: Do I need to buy a whole container load?
A: No, we also ship LCL (less than a full container load)
There is a ‘one-off’ Indonesian Government Export Fee per shipment of approx US$ 500.00.
Naturally, the more items – the more cost effective.
Q: What about the import duty & clearing costs at my end?
A: Import duty and taxes are the responsibility of the customer.
Q: How long does the shipping take to arrive at my Port?
A: Shipping time will depend on the destination. We will inform you of the lead-time along with our product & approximate
shipping quotation.
Q: What happens if I am not happy with the product received?
A: We only ship product that meets quality standards. We take every possible step to make sure that the quality of the product is acceptable prior to shipping. However, in the event that you are dissatisfied with the product & have a genuine issue, we will work directly with you to resolve the problem. It is not in our interest to have dissatisfied customers.
‘SHOP IN STOCK’ CATALOGUE
Q: How long does delivery take & how much will it cost?
A: Our delivery fees (Australia only) will be displayed at the checkout prior to payment & order completion.
Please review the information before you confirm your order.
There are two delivery types, depending on the products you have purchased. They are as follows:
Parcel Delivery
Small homewares will be delivered via our national courier partner DHL, delivery costs will vary based on size and weight of the item(s), below is a guide of the delivery fee’s applicable:
Small package: $15
Medium package: $25
Large package: $35
White Glove Installation
For furniture and larger items, Stuart Membery Home offers a white glove service for deliveries to metropolitan Sydney, Melbourne & Brisbane, using our experienced logistic partners.
Upon placing your order, you will be contacted within 2-3 working days to organise an appropriate time for the delivery and/or installation of your goods. This specialised service includes placing the furniture in the room of your choice, assembly (if require) and removal of all packaging. Please note our white glove service does not include electrical installation of any lighting products, and artwork/picture hanging.
Q: Is my delivery insured. Do I need to sign for my order?
A: Australian ‘Shop in Stock’ purchases are insured against theft & accidental damage whilst in transit from our warehouse to your delivery address. Once your package has been delivered & signed for at your specified address, it is no longer covered.
To ensure that your purchases arrive safely & in perfect condition, we require proof of delivery for all orders & are unable to authorise for packages to be delivered without a signature.
Q: Can I track my order?
A: To track your Australian ‘Shop in Stock’ purchase, a DHL tracking number will be emailed to you once your item(s) have been dispatched from our warehouse. You can track your order with DHL here. We are currently working on a tracking system for furniture deliveries for your convenience. For any further enquiries, please contact our concierge team via email at info@stuartmemberyhome.com or by phone at +61 411 477 772
If we have not addressed your question, please feel free to contact us directly
info@stuartmemberyhome.com
