Ilena help
Frequently asked questions
Helpful information about our products, orders, payments, delivery, and furniture care.
01
PRODUCTS
How can I check product availability?
Open the product page to see the available stock for each option. For the latest confirmation, contact our customer service team.
Where can I find current promotions?
Check the Ilena website for current offers. Promotions may have specific eligibility, stock, and delivery terms.
Where are Ilena products shipped from?
Orders are shipped from our facility in Jatibarang, Mijen, Semarang, Central Java.
02
CATALOGUE
Where can I find the Ilena catalogue?
You can browse our products on this website and access the digital catalogue through the official catalogue link or customer service.
Can I buy Ilena products on e-commerce platforms?
Selected Ilena products are also available through established Indonesian e-commerce platforms.
How often is the catalogue updated?
We update catalogue information as new products are introduced. Please refer to the website for the latest product details.
03
ORDERS & PURCHASES
Can I order without creating an account?
Yes. You can add products to your cart, continue to checkout, and provide delivery details as a guest. You may also sign in to manage your account and order history.
Where can I view my orders?
Sign in and open your account’s order history. Guest-order tracking is available using the order details provided after checkout.
Can I request custom furniture?
Custom interior and furniture enquiries are handled separately. Visit ilenafurniture.net to learn about the interior service.
04
PAYMENT
Which payment methods are available?
Available methods are shown during checkout and may vary. Select a method on the payment page to see its instructions.
Is it safe to pay on the Ilena website?
Use only the payment options shown at checkout. Never share your password, one-time code, or full card details with anyone.
What if my payment fails?
Check the payment status in your order details, then follow the instructions shown there. Contact customer service if the status remains unclear.
05
DELIVERY
How much does delivery cost?
Delivery costs depend on the destination, products, and any active promotion. The applicable amount is shown before you confirm payment.
How long does delivery take?
Delivery estimates depend on the destination and expedition. Check the order details or contact customer service for an update.
Can I track my order?
When tracking information is available, you can view it from your order details.
Are products delivered assembled?
Assembly requirements vary by product. Please review the product details before ordering.
06
CANCELLATIONS & RETURNS
How do I ask to cancel an order?
Open your order details and check whether the cancellation option is available. If it is not shown, contact customer service with your order number.
What should I do if an item arrives damaged or incorrect?
Contact Ilena customer service as soon as possible and include your order number and clear photos of the issue so our team can review it.
How are warranty or replacement requests handled?
Eligibility and next steps depend on the product and applicable terms. Contact customer service with your order details and supporting photos.
07
FURNITURE CARE
How should I care for my Ilena furniture?
Keep furniture away from prolonged direct sunlight and place it in a well-ventilated room. Follow any care instructions supplied with your product.
If you need help with a specific order, contact Ilena customer service.