How to make an order in Kana Furniture?

1. Choose your product, “ADD TO SHOPPING CART”.
2. The product will be automatically added to your shopping cart, you can choose to continue shopping or view shopping cart and checkout. To confirm your order, click the “SHOPPING CART” located at the top right of the screen.
3. On the order summary, confirm your order, then click “CONTINUE TO CHECKOUT” to process to the next step.
4. You will be directed to the “LOG IN” page if you are a registered customer. If not, you may sign up to become one. If you would not like to be a member, choose “CHECKOUT AS A GUEST”, and follow these steps.

NEW CUSTOMER

New Customers will be asked to enter their name, email, telephone and password.
Please read and accept the Terms & Conditions, then click “CONTINUE”.

REGISTERED CUSTOMERS

1. For Registered Customers, you will be asked to choose a shipping address that is already listed or fill in the details for a new shipping address. Then click “CONTINUE”.
2. Select a shipping method, then click “NEXT”.
3. Select a payment method, read and accept the Terms & Conditions, then click “NEXT” to complete the order.
4. Check your order carefully, then click “CONFIRM ORDER”.
5. After the order process is complete, you will receive an “ORDER SUMMARY” please click “CONTINUE”.
6. Please enter payment details and click “CONFIRM PAYMENT

WHAT IS KANA FURNITURE’S ORDER CANCELLATION POLICY?

As long as your status is still being confirmed and no payment has been made, order cancellations can still be done. Delivered items cannot be cancelled unless the item is broken/suffers manufacturing defect and we do not have a replacement stock. If we made a delivery error, then it is 100% our responsibility

WHERE CAN I SEE ORDER STATUS THAT I HAVE PLACED?

You can see your order status in “My Orders”, all transactions that you have made at KANA Furniture will be listed there.

CAN I TRACK MY ORDER?

You can track your order by logging in your account on our website or contacting our Customer Care.

THE ACCEPTED PAYMENT METHODS ARE BY MIDTRANS.
MIDTRANS IS KANA FURNITURE’S PAYMENT PARTNER.

Credit cards with VISA and MASTERCARD
BCA
Bank Transfer via BCA & Mandiri

a/n PT Integriya Dekorindo
Account Number : 667 035 8885

Bank Mandiri

PT Integriya Dekorindo
Account Number : 141 0013 287 537

IMPORTANT NOTICE

Please make the transfer a maximum of 48 hours after the order is placed, if not, the order will be automatically cancelled by our system.

IS IT SAFE TO MAKE TRANSACTIONS USING CREDIT CARD AT KANA FURNITURE?

It is very safe. We work with Midtrans who can ensure the security of your transactions at KANA Furniture. For security reasons, we do not collect your credit card information. After you place your order, you will be directed to a 3D secure site and asked to enter a single-use phone PIN number to keep your account secure.

WILL I BE ASKED TO SHARE MY CREDIT CARD INFORMATION, ACCOUNT INFORMATION OR PASSWORDS BY PHONE OR EMAIL?

KANA Furniture’s team will never ask you to share your credit card details, account information or passwords by email or by phone.

WILL KANA FURNITURE SAVE MY CREDIT CARD OR ACCOUNT DETAILS?

KANA Furniture does not collect or store any credit card or bank account details. Your transaction will be verified in several stages, first it will be verified by Midtrans and then by Visa / Mastercard / Bank directly without going through us. However, we will continue to monitor and review each incoming transaction in order to identify if a situation is potentially fraudulent, and take immediate corrective steps to reduce / limit the damage caused

WHAT SHOULD I DO IF MY CHOSEN PAYMENT METHOD FAILS?

Failed transactions can be caused by various things. Please check the following:

1. Credit card or bank account information that is forwarded to Midtrans is accurate. Example: Account details, billing address, password (for internet banking)
2. Your internet connection is not interrupted during the payment process.

If your account has been debited after a failed payment, please contact our Customer Care at (031) 7310851/7310853, WA 081335750386 or via email to ask@kanafurniture for all inquiries and further clarification regarding the above statement.

THE CREDIT CARD DETAILS I PROVIDED WERE NOT ACCEPTED / FAILED. WHAT SHOULD I DO?

Please contact your bank (the bank that issued the credit card used). If payment failures still occur, you can contact our Customer Care team who are always ready to assist you.

MY INTERNET CONNECTION WAS INTERRUPTED WHILE MAKING A PAYMENT. HOW DO I KNOW IF A PAYMENT FAILED OR WAS SUCCESSFUL?

All successful transactions will receive a confirmation. If you have not received payment confirmation, you are welcome to try to place an order again. You can also check your m-banking or e-banking whether the account has been debited. Please do not hesitate to contact our Customer Care team at (031) 7310851/7310853, WA 081335750386 or via email to ask@kanafurniture.

IS THERE A DELIVERY FEE?

There is no shipping cost for KANA Furniture products for Surabaya and Jadetabek. In an effort to improve customer service, we are now able to send orders to all regions of Indonesia through the help of our logistics partners. Therefore, for shipments outside the city of Surabaya and Jadetabek, shipping costs will be charged following the existing price of our partner logistics companies.

HOW LONG IS THE ESTIMATED DELIVERY TIME?

Our delivery period is a maximum of 3 working days from the date of full payment. For the city of Surabaya, the order will be sent by our internal logistics, while for areas outside Surabaya, the order will be sent by our logistics partner. While we try to ensure that you can receive the product you order within the promised delivery time, emergencies can delay delivery. For this case, there is no need to worry, please directly contact us for the delivery status of your order, if we haven’t contacted you first.

WHEN WILL MY SHIPMENT BE PROCESSED AFTER I RECEIVE MY ORDER CONFIRMATION?

Product delivery will be made after payment in full and our delivery period is a maximum of 3 working days.

WHAT WILL HAPPEN IF THE PRODUCT IS DELIVERED WHILE I AM NOT THERE?

Especially for Surabaya, 2 days before delivery, our internal logistics team will contact you to arrange a delivery schedule and ensure you are there when we deliver the items. If suddenly you are required to be in another place at the promised delivery time, then you are requested to immediately contact our customer relations officer to rearrange the delivery schedule.

For shipments outside Surabaya, the products that fail to be delivered will be stored by our logistics partner and will be sent back the next day. If you experience this, we would also invite you to contact our logistics partner in the city to facilitate the coordination of re-delivery and avoid the risk of losing goods.

DELAYS IN ORDER DELIVERY?

For certain emergencies, there may be a possibility of delaying the delivery time of the product. We will not be responsible for any unforeseen and out of control situation that results in a delay in the delivery of the product. Regarding this delay, we will try to provide information and discuss alternatives with you in accordance with mutual agreement.

CAN DELIVERY BE MADE ON WEEKENDS?

Deliveries for Surabaya area will be made on Monday – Saturday (except for holidays). For shipments out of town, KANA sends logistics from Monday to Friday only. Our logistics partners still deliver products on Saturdays and Sundays except for holidays and national holidays.

CAN I TRACK MY ORDER?

You can directly ask our Customer Care team at (031) 7310851/7310853, WA 081335750386 or via email to ask@kanafurniture. Orders can also be tracked directly from our logistics partners’ system via online, because we will send a receipt number of delivery to you via email.

WHAT SHOULD I CHECK WHEN I RECEIVE THE PRODUCT?

When the logistics team arrives at the intended location, you will be asked to fill out an acceptance form. In the form you will be asked to check the following:

1. Is the names of the recipient, the name of the sender and the name of the items ordered are correct?
2. Are there any defects or problems on the outer packaging? If there is serious damage on the outer packaging, please ask the courier what the cause is, then open the item together.
3. Is the packaging wet? If it is, then ask the sender to wait, then open the item together.

For further actions, please contact our Customer Care kami at (031) 7310851/ 7310853, WA 081335750386 or via email to ask@kanafurniture

WHAT IF THE PRODUCT I ORDERED ARRIVES DAMAGED?

If you receive a product in damaged condition (damage as defined in the situation in the previous question), please take a photo of the product and send them via email or Whatsapp to our Customer Care. Our team will analyze the damage occurred within 48 hours (working days), and will inform you back with a solution.

WHAT IF I DON’T LIKE THE PRODUCT I HAVE PURCHASED? CAN I RETURN THE PRODUCT I ORDERED?

Items that have been purchased and paid cannot be canceled and exchanged, unless the condition of the product ordered is damaged / defective and we do not have the same stock as a replacement.

THE PRODUCT THAT I BOUGHT HAS NOT ARRIVED IN THE ESTIMATED PRODUCT DELIVERY SCHEDULE, WHAT CAN I DO?

If it has passed 3 working days since you made the payment, please contact our Customer Care by telephone or email.

HOW DO I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN CONFIRMED?

You can change the delivery address if your order is still in the “Order Confirmed – In Process – Ready to Ship” status by contacting our Customer Care team.