Welcome to our FAQ page! Here, we answer the most common questions about our products, services, and policies. If you don’t find the information you’re looking for, feel free to contact us at [your email address] or [WhatsApp link].
1. General Questions
Q: What is our.lil.studio?
A: our.lil.studio is a 3D printing brand that creates high-quality, customizable products that blend natural aesthetics with futuristic functionality. Our core products include Illuma (Table Lamp), Ordinare (Desk Organizer), Flora (Flower Vase), and Linea (Cable Organizer).
Q: Do you accept custom designs?
A: Yes, we accept custom 3D printing orders! You can submit your design, and we will review it for feasibility. Additional charges may apply for custom requests.
2. Orders and Payment
Q: How do I place an order?
A: Simply browse our products, add your desired items to the cart, and proceed to checkout. You can pay securely using our integrated payment gateway, Xendit.
Q: What payment methods do you accept?
A: We accept payments via credit card, debit card, bank transfer, and e-wallets through Xendit.
Q: Can I cancel my order?
A: You can cancel your order if it has not yet been processed. Please contact our support team as soon as possible for assistance.
3. Shipping
Q: Where do you ship to?
A: We currently ship across Indonesia. If you are outside Indonesia, please contact us to discuss international shipping options.
Q: How long does shipping take?
A: Standard shipping takes approximately 3-7 business days, depending on your location. Delivery times for custom orders may vary.
Q: How can I track my order?
A: Once your order is shipped, we will provide you with a tracking number. You can track your shipment via the courier’s website.
4. Returns and Refunds
Q: What is your return policy?
A: We accept returns for defective or damaged products. Returns must be requested within 7 days of receiving your order. Custom products are non-refundable unless they arrive damaged.
Q: How do I request a refund?
A: Please email us at [your email address] with your order details and photos of the defective product. We will review your request and process your refund or replacement.
5. Product Information
Q: What materials are your products made of?
A: Our products are 3D-printed using high-quality materials such as PLA, ABS, and PETG. Each material is chosen for its durability, eco-friendliness, and design flexibility.
Q: Are your products eco-friendly?
A: Yes, we primarily use PLA, a biodegradable and eco-friendly material, for our products. Our packaging is also designed to minimize waste.
Q: Can I customize the color or material of a product?
A: Absolutely! Many of our products offer customization options for color and material. Please specify your preferences when placing an order.
6. Technical and Maintenance
Q: How do I maintain my 3D-printed products?
A: Clean your products gently with a soft, damp cloth. Avoid exposing them to extreme heat or direct sunlight for extended periods.
Q: Do your products include smart features?
A: Yes, some of our products, like Illuma (Table Lamp), come with smart lighting features that can be controlled via app or voice commands.
7. Contact Us
Q: How can I contact your customer service?
A: You can reach us via email at [your email address], WhatsApp at [your WhatsApp link], or through our social media channels.
Q: What are your customer service hours?
A: Our customer service team is available Monday to Friday, 9:00 AM – 5:00 PM (WIB).
If you have additional questions, don’t hesitate to get in touch. We’re here to help!