How to Order
Every piece at Sun Living is made-to-order. Here's exactly how your journey unfolds — from first contact to long after delivery.
Get in Touch
Reach us via WhatsApp (+62 812-3856-8288) or email. Let us know your product interest, quantity, project type (residential, villa, hotel, commercial), and destination country. We respond promptly with recommendations and consultation.
Consultation & Proposal
We discuss design specs, materials (wood, metal, upholstery, finish), dimensions, and budget. You receive a detailed quotation with production timeline and shipping options.
Design Development
For bespoke orders, we prepare technical drawings and provide material samples. Revisions are welcome before final approval — production only begins once you sign off.
Order Confirmation & Deposit
Approve the proforma invoice and send the 50% deposit.
Your production slot is secured and materials are prepared immediately.
Crafting Your Order
Skilled craftsmen handle every stage with quality control throughout. Photo and video progress updates are available on request. Standard production: 5–10 weeks.
Final Quality Check
A final inspection with full photo/video documentation. Third-party inspection can be arranged. Balance payment is required here before goods are shipped.
Packaging & Shipping
Export-grade packaging (custom wooden crates, foam, waterproof covering). Shipment follows agreed Incoterms (FOB / CIF / DDP / EXW). You receive packing list, invoice, and shipping documents (B/L or AWB).
Delivery & Inspection
Inspect goods within 3 days of receipt. Any issues must be reported with clear photo/video documentation. Customs clearance is the client's responsibility unless DDP terms are agreed.
After-Sales Support
Our service continues beyond delivery: warranty support, spare parts availability, refinishing, repairs, and lifetime consultation. Every client is a long-term partner.
Custom Order Terms & Conditions
Designed for clarity, transparency, and a seamless experience from concept to completion.
All custom orders may include bespoke designs based on client specifications, modifications of existing designs (size, material, finish), and fully customized furniture for residential, commercial, or hospitality projects. All specifications must be clearly defined and approved prior to production.
Clients receive drawings, material samples, or finish references for approval. Production begins only after written final approval. Any post-approval revisions may affect pricing and extend timelines. Sun Living is not responsible for discrepancies once designs are approved.
All quotations are based on approved design, material selection, quantity, and specifications. Prices are valid for the period stated in the quotation. Any changes in scope may result in price adjustments.
Standard payment: 50% deposit to confirm order and begin production; 50% balance prior to shipment. Alternative terms may be arranged for large-scale or project-based orders. Production will not commence until the deposit is received.
Standard production time: 5–10 weeks, depending on design complexity, order volume, and material availability. Delays due to unforeseen circumstances are communicated proactively.
Due to natural and handcrafted materials, variations in wood grain, colour tone, and texture are expected. Slight differences between samples and final products are not considered defects — they are part of the product's unique character.
Changes: Post-production changes are not permitted. If exceptionally accepted, additional costs and timeline adjustments apply.
Cancellations: Orders cannot be cancelled once production begins. Pre-production cancellations may incur design and material costs. Deposits are non-refundable once materials are prepared.
Claims: Must be submitted within 3 days of delivery with photo/video evidence. Liability is limited to repair, replacement, or partial refund. Sun Living is not liable for shipping delays, improper handling post-delivery, or third-party installation errors.
Custom designs provided by clients remain their property. Sun Living reserves the right to use project documentation for portfolio and marketing unless agreed otherwise.
Sun Living is not responsible for delays or failure caused by events beyond our control: natural disasters, government regulations, or supply chain disruptions.
Shipping & Return Policy
Worldwide delivery with trusted partners. Every shipment is packed with the same care as the furniture inside.
2–4
weeks
3–5
weeks
4–8
weeks
4–8
weeks
Sea Freight (FCL/LCL): Ideal for large volume and project shipments.
Air Freight: Available for urgent or high-value items.
Incoterms available:
- FOB – Standard: Free On Board, Indonesia
- CIF – Cost, Insurance & Freight
- DDP – Delivered Duty Paid (fully handled to your door)
- EXW – Ex Works
All items are packed using export-grade premium packaging: custom-built wooden crates/plywood boxes, multi-layer foam and bubble wrap, corner guards, moisture-resistant and waterproof covering, and reinforced structure for long-distance transport.
Import duties, VAT, and local taxes are the buyer's responsibility unless DDP terms are agreed. Sun Living provides complete documentation to ensure smooth customs clearance.
Non-returnable: Custom-made, made-to-order furniture; approved designs; items affected by misuse, improper installation, or external damage post-delivery.
Eligible claims: Manufacturing defects and significant deviation from approved specifications.
Claim procedure:
- Notify us within 3 days of receiving goods
- Provide clear photo and video documentation
- Include a description of the issue and packaging condition upon arrival
Resolutions: Replacement parts, local/remote repair, partial compensation, or full replacement/refund for verified major defects. Each case handled individually.
Sun Living is not liable for delays caused by shipping lines, customs, or force majeure. Full shipping insurance is strongly recommended for all international orders. Liability for transit damage follows agreed Incoterms.
Product Warranty
We stand behind the craftsmanship, durability, and performance of every piece — across residential, commercial, and hospitality environments.
Up to 1 Year
Solid wood & engineered frames, joint strength, load-bearing durability.
1 Year
Solid wood stability, engineered wood durability, metal & welding integrity.
6–12 Months
Coating adhesion (duco, stain, natural finish). Protection against peeling or blistering.
6 Months
Hinges, drawer slides, and functional components under normal use.
Hospitality Grade Warranty
For hotel, villa, resort, and commercial projects, Sun Living offers a specialized warranty standard built for intensive daily use — reinforced construction, commercial-grade finishing, and extended coverage options.
- 3–5 years structural warranty (project-based)
- Spare parts availability commitment
- Priority after-sales support
Beyond warranty, Sun Living provides a Lifetime Service Commitment for all clients: long-term availability of spare parts, refinishing and restoration services, design matching for future expansion, and technical consultation for maintenance and repair.
Wood grain variation and natural texture, minor movement due to climate adaptation, and gradual colour aging over time are considered part of the product's authentic luxury character — not warranty claims.
This warranty does not cover: improper use, overloading, or misuse; exposure to extreme weather (unless outdoor-grade specified); water, fire, or chemical damage; third-party modification or incorrect installation; normal wear and tear (scratches, dents, stains); fabric and upholstery wear (unless defect-related).
Notify us within 7 days of identifying the issue. Provide photos/videos of the defect, your order reference, and a description of usage conditions. Our team will respond with a resolution: repair guidance, replacement parts, product replacement, or partial compensation.