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 decor at reasonable prices; for this reason, we do not have any physical presence in Singapore (paying a rent would mean selling at high prices). 

Additionally, we have a 7 days free return policy: if you are not happy with your purchase, you may return it within 7 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.

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. Therefore, we are able to provide a safe shopping experience.

Can I pay in my local currency?

We only offer check-out in SGD (Singapore dollars) at the moment because this is were our company is based. If you purchase our products from another country, the current exchange rate in use will be automatically applied.

What payment methods do you offer?

We offer the following means of payment at the moment:

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.

How do instalments work?

We offer interest-free instalments payments over 3 months. When you check-out, simply choose "Atome" as a way to make payment. After clicking “Complete order”, you will be redirected to Atome - 0% interest over 3 instillments to complete your purchase securely. Find out more about Atome here: https://www.atome.sg/en-sg

How does PayNow work?

PayNow is only available for Singaporeans residents who have PayNow activated with their banks. Choose "PayNow" upon check-out. Once your order is confirmed, open your bank website or app and choose "PayNow transfer" and "UEN number". Enter our registration number 201704351M and follow the instructions.

How do pre-orders work?

We have stocks for all products here in Singapore, but once an item runs out of stock, we offer the possibility to our customers to pre-order it. If the item is out of stock, you will automatically see a "PRE-ORDER" button below the image. When clicking the button, you will see the expected delivery date to your home. You can then choose to proceed with your purchase as usual. We have one container coming to Singapore every 2-3 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. All orders are therefore shipped from our warehouse in Singapore.

Which countries do you ship to?

We aim high and wish to spread the beauty of Balinese art as far as possible! We ship to more than 50 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.

Large mirrors 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 courier Ninjavan and Lalamove 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 3 to 5 working days for your order to be fulfilled and delivered. Below are the indicative lead times to different continents and locations:

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

If the item that you purchased was on pre-order basis, the estimated delivery date will be indicated on the product page.

Same-day delivery

Same-day delivery (order must be placed before 3 PM) is available for a fee (S$ 20 to S$ 150 depending on the item ordered) for Singapore residents. Simply choose this option upon check-out if you wish to have your order delivered on the same day. If you place your order after 3 PM, it will be delivered the following day. The warehouse is closed on Sunday. If the order is placed on Sunday, it will be delivered on the next Monday.

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 S$ 20 (for small items) to S$ 150 (for very bulk items such as bed headboards).

How is the shipping cost calculated?

We offer free shipping in Singapore with no minimum spending required, except for wood mirrors and large beds headboards. The delivery of wood mirrors is charged SGD 45 flat, as they are considered fragile items and require special packing and a delivery by truck.

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.

For other countries, we calculate the shipping cost based on the total weight and / or volume of the products that your ordered. The shipping cost will be clearly indicated upon check-out.

How can I see what will be the shipping fee?

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. You will be able to choose not to go ahead with the transaction should you find the shipping fee too expensive.

How do I request a return?

To initiate a return, simply write to us (support@kulturedeco.com).

My item was damaged on arrival

You must inform us within 3 working days if your item was damaged when you received it. Please send us some photos ((support@kulturedeco.com) 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

- you can also order a bracket (hanging kit) from us if your panel weights more than 6 kg.

How to set up my bed headboard?

With most bed, it is possible to simply tuck the bed headboard between the wall and your bed. For beds that have a very low frame, you might need to secure the bed headboard against your wall to ensure it does not tilt. To do so, we recommend using a bracket, which we sell here.

 Below is a video of how to set-up your bed headboard in few minutes:

How to care for my MDF item?

Simply use a soft brush to dust the carvings every now and then. Do not use any detergents or hot water, as we use water paint (less chemicals), and it could come off. Do not rub the edges and corners of the panels are these areas are particularly fragile and prone to get chipped off.

To avoid mould from occurring, keep your item in a well ventilated area. In the event where mould is visible, simply wipe it clean with a cloth wet with a mix of warm water and a few drops of bleach.

Can MDF panels be hung outdoor?

MDF is not resistant to direct rain or sun exposure, it should be sheltered if kept outside.

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