🍽️ Product Information
Q: Are all products at [Your Store Name] food-grade? A: Absolutely! Your safety is our priority. All tableware and kitchenware we sell are tested and confirmed to be 100% food-grade and free from harmful substances like lead and cadmium.
Q: Are your ceramic/porcelain products microwave and dishwasher safe? A: Most of our modern ceramic products are safe for both microwave and dishwasher use. However, for items with metallic details (like gold rims) or specific handmade pieces, we recommend hand washing to preserve the design and luster.
Pro Tip: Always check the icons or labels on the bottom of the product, or read the product description on our website for specific care instructions.
Q: How do I care for wooden products (e.g., cutting boards, wooden bowls)? A: Wooden products need a little extra care to last:
- Do not soak them in water.
- Hand wash with mild soap, rinse, and dry immediately with a cloth.
- Never put them in the dishwasher or microwave.
- To maintain their moisture and color, periodically apply a food-grade mineral oil (or coconut oil).
Q: Do the product colors in the photos look the same as the real item? A: We do our best to display product colors as accurately as possible. However, due to differences in photo lighting and variations in monitor/screen resolutions, there may be a slight color difference. We assure you any variation will be minimal.
🛒 Ordering & Payment
Q: How do I place an order? A: It’s easy!
- Select the product(s) you want and click the “Add to Cart” button.
- Once you’ve finished shopping, click the cart icon in the top-right corner.
- Review your order, then click “Checkout“.
- Fill in your personal details and shipping address, then choose your shipping and payment method.
- Complete the payment and wait for our confirmation!
Q: What payment methods do you accept? A: We accept a variety of payment methods for your convenience:
- Bank Transfer (BCA, Mandiri, BRI, etc.)
- E-Wallet (GoPay, OVO, ShopeePay, DANA)
- Credit Card (Visa, Mastercard)
- Virtual Account (Note: Please adjust this list based on your payment gateway)
Q: Can I order this as a gift? Do you offer gift wrapping and greeting cards? A: Absolutely! We offer premium gift-wrapping services and greeting cards. You can add this option during checkout and write your personalized message in the notes section. It’s the perfect way to send a little happiness!
🚚 Shipping & Package Safety
Q: When will my order be shipped? A: Orders confirmed before [Your Cut-Off Time, e.g., 2:00 PM] will be processed and shipped on the same day. Orders placed after that time will be shipped the next business day. (Standard processing time: 1-2 business days).
Q: These are fragile items. Is the shipping safe? A: This is an excellent question and our top priority. We have a very strict Standard Operating Procedure (SOP) for packaging:
- Each product is wrapped in multiple layers of bubble wrap.
- We use thick, durable cardboard boxes and include dividers between items if necessary.
- Any empty space in the box is filled with additional bubble wrap or shredded paper to absorb shock.
- The package is clearly labeled with “FRAGILE / HANDLE WITH CARE” stickers.
- For long-distance shipping, we strongly recommend adding Wooden Crate Packing or Shipping Insurance (you can select this option at checkout).
Q: What is the estimated delivery time? A: Delivery estimates depend on your location and the courier service selected:
- Greater Jakarta (Jabodetabek): 1-3 business days
- Java Island: 2-5 business days
- Outside Java: 4-10 business days (Note: Please adjust these locations/times based on your operations)
📦 Returns & Claims
Q: What should I do if I receive a broken or damaged item? A: We sincerely apologize if this happens. Don’t worry, we will take full responsibility. Please follow these steps:
- You MUST provide an unboxing video of the package, starting from when the package is still sealed until the end (showing the damaged part) without any pauses or edits.
- Take clear photos of the damaged product.
- Contact our Customer Service (via WhatsApp or Email) within 1×24 hours after the item is received.
- Send the video and photo evidence. Our team will validate it and process your replacement (return) or refund.
Q: Why is the unboxing video mandatory? A: The unboxing video serves as the most valid proof for our internal validation and insurance claims. Without a clear unboxing video (as specified above), we unfortunately cannot process complaints for damage or missing items. This is a standard e-commerce policy to protect both parties.
Q: I ordered the wrong item / I changed my mind. Can I return the product? A: We apologize, but we do not accept returns for “change of mind” or customer purchasing errors (e.g., wrong color/size). We highly recommend double-checking your order at the checkout page before completing the payment.
Still have questions? Don’t hesitate to contact our Customer Service team at sccss.023@gmail.com. We’re happy to help!
