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FAQ

Frequently Asked Questions

Home Visit
  • Can I ask for the price detail to the surveyor
    You can’t. The survey will be reported to the administration and will be detailed.
  • Do we pay for a home visit ?
    Free for a minimum of 3 seaters or 4 units of dining chair. Other than that, we’re adding an additional charge IDR 200,000.
  • Can I tip the surveyor ?
    We have no tipping policy towards all of our upholsterer & surveyor of PT Helloilmare Restorasi Indonesia.
  • How long does the survey will take?
    Approximately 30 to 45 minutes.
  • Can we borrow the sample ?
    Upholstery books/fabrics cannot be borrowed, but we let out samples
  • What are the things that the surveyor checks ?
    They will check the conditions of your sofa whether it is still possible to renew, the foam condition & help you to choose fabric from the fabric samples.
Fabric Swatch
  • How can I see or touch the fabric?
    Order our fabric samples with a small fee IDR 45.000, available with same-day delivery or Via Tiki/JNE for above 25 km.
  • How can I see or touch the fabric?
    Order our fabric samples with a small fee IDR 45.000, available with same-day delivery or Via Tiki/JNE for above 25 km.
  • Are there any additional fees if I choose a different shipping method ?
    Yes.
  • What if I want a different color from what I ordered ?
    We would suggest to re-order the fabric samples.
  • Can I have any price estimation during the survey?
    An estimation will be sent in writing through our customer service.
Upholsterer
  • How would I recognize the upholsterer/surveyor?
    All of our surveyors and upholsterers always wearing a uniform with our logo on it.
  • How would I recognize the upholsterer/surveyor?
    All of our surveyors and upholsterers always wearing a uniform with our logo on it.
  • Can I ask for the worker’s phone number?
    Upholsterers are not allowed to contact the customer directly to avoid any misunderstanding about the project. The communication will only go through our customer service.
  • Can I request additional work to the upholsterer?
    Additional work is not allowed after the invoice has been made. Any changes should be communicated in writing to our customer service.
  • When does the work start?
    The work starts from 10 AM to 5 PM in the afternoon, Monday till Sunday.
  • Is it 24-hours customer service?
    Our business hours start from 9 AM to 6 PM, Monday to Saturday.
  • Can your customer service advise whether my sofa needs repairment?
    Our customer service will advise you to be surveyed.
  • How many person will be sent to the house?
    We will send one person per project.
Payment Method
  • Is it safe/secure to transact through the website?
    We use a payment gateway, MIDTRANS, which is known as safe and reliable.
Installment
  • What is Credit Card Installment?
    At Helloilmare, credit card holders have a flexibility to pay in installments. If your card is eligible, you can choose the tenure as you wish: 3 months6 months, or 12 months.
  • Which credit cards are eligible for the installment program?
    Any Visa or Mastercard credit cards are eligible for the installment program.
  • How can I pay in installments?
    Make a booking at Helloilmare, then choose Credit Card as your payment method. If your transaction meets the Terms & Conditions, the option will appear. Then, choose the tenure which you prefer and click on "Pay Now" to proceed.
  • May I know the list of existing bank partners?
    We are currently partnering with Mandiri, BCA, BNI, Citibank, CIMB Niaga, HSBC, BRI, Permata, digibank, Standard Chartered, UOB and Danamon,Bank Mega, Panin, OCBC NISP and Sinarmas.
  • Why did my installment payment transaction fail?
    The bank issuing your credit card will check your balance first, then convert it to a monthly Installment Fee. Please ensure that your have sufficient credit card balance before performing the transaction.
  • Why was I charged the full amount in my credit card statement?
    This could happen when your monthly statement was printed before the installment request had been processed by the bank. You may ignore this as the correct fee amount will be printed on your next monthly statement.
  • Can I request a refund if I pay in installment?
    Installment Fee could not be refunded.
  • Can I cancel my installment request?
    Unfortunately, all installment requests and processes are final and cannot be canceled.
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