FAQ

CARE INQUIRY

How to care for my sofa?

FABRIC
1. Brush or vacuum chairs regularly (at least once a month).
2. Protect from direct sunlight, as this will cause fabric to fade unevenly.
3. Dab spills immediately with cloth dampened with distilled water. If you choose to use mild solvent or upholstery shampoo on a tough stain, test first in an inconspicuous area.
4. For thorough cleaning, we recommend a professional in-home upholstery cleaning service.
    This insures the best look and greatest longevity.

SLIPCOVERS
1. For slipcovers in both pre-washed and dry-cleanable fabrics, we recommend a professional in-home upholstery cleaning service to clean slipcovers while still on bases. This insures the best look and greatest   longevity.
2. Do not machine wash your fabric.  It may cause discoloration.
3. Do not line dry because fabric may stretch. Do not store slipcovers away slightly damp.
4. Wash all chair slipcovers at once (just as you'd dry clean both pieces of a suit at once).
    As with clothing, some fading should be expected; separate laundering may cause color variation.
5. For thorough cleaning, we recommend a professional in-home upholstery cleaning service.
    This insures the best look and greatest longevity.

How to put on a slipcover?
Gently pull relaxed fitting slipcover down over the top of the piece, carefully working it from top to bottom;
front to back. It might be necessary to tuck here and there to achieve the look you want.
Place the seat cushion on the back edge (notice the front edge is rounded). Now start to put the cushion
cover on the front with the zipper toward the back. Fold loose back pillows or throw pillows in half before
stuffing into pillow covers, and then work corners of pillows into corners of pillow covers. There's a certain
relaxed feel and look to your slipcover. Most large creases and wrinkles will fall out in a few days.


SHOPPING WITH US

How long does it take to order your furniture?
If an item is not available on stock, then upholstery items (such as sofas) take 3-4 weeks and
hard-furnishing items take 4-6 weeks depending on the item types.
For custom order, please allow extra time.

What forms of payment do you accept?
We accept VISA, Mastercard, debit BCA, Discover, JCB, personal checks, wire transfer and cash.  
Please fax your payment proof if you are paying by wire transfer.  Payment by checks or wire transfers is
only considered paid and valid only if we have received the amount in our bank account.  

When can you process my order?
Your order will only be processed after we receive at least 50% down payment.

When can you make delivery?
If your goods are ready and there is no more outstanding balance in your invoice or sales order form,
then your goods will be ready for delivery.  
Our delivery time is Monday to Saturday from 10 am to 4 pm every day.  
Please schedule your delivery time ahead with your sales representative.

Where can you make delivery?
Arbor&Troy ships to all addresses in Jakarta Raya area free of charge.  For outside Jakarta Raya area,
there is a delivery fee depending on distance and location.  We will determine the most efficient and
economic delivery method possible. For specific rates, please contact our sales representative.

What is your return/refund policy?
All items delivered are not exchangeable or refundable.

What is your warranty?
Arbor&Troy furniture is warranted against manufacturing structural defect for 6 months from date of delivery.  However, the natural tone and character of every wood will vary, and will subtly affect the character of
each piece. This warranty does not extend to fabric or leather, included the ones provided by customer.  
During warranty period, Arbor&Troy will repair or replace defective item free of charge.  
This warranty does not extend to damage resulting from accident, misuse, tampering, alteration, negligence,
abuse of ordinary wear and tear.

What is your policy on order modifications?
Order confirmed with specifications written on Sales Order form can not be modified unless the request
received prior to receipt of down payment. Any additional modification or alteration cost after confirmation
will be borne by customer.

What is your policy of installation?
Our delivery staffs will help any installation necessary in your home upon delivery.  
Customer is responsible to ensure that the goods purchased can be fit into their intended destination.  
Any necessary alteration will be subject to additional charges for material, labor, shipping and
administrative cost.  To avoid any misfits, try Arbor&Troy Roomplanner to make sure your furniture fits
into your room.

What is your policy in order cancellation?
In the case of order cancellation, down payment is not refundable.