FAQ

  • What payment methods do you accept?
  • Where is my refund?
  • Can I place an order without creating an account?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • How do I cancel my order?
  • Can I alter my order?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?
  • Can I return or exchange an item?
  • How do I return an item?
  • What do I do if I lose my return note?
  • My order has arrived but it’s not as I expected. What can I do?
  • How long does it take to return an item?
  • Do you sell gift vouchers?
  • What is KITANO® Ceiling and Surfaces?
  • What are the main advantages of KITANO® Ceiling?
  • How durable is KITANO® Stretch Ceiling and Surface materials?
  • What about insect protection? Can bugs or geckos get through the stretch ceiling??
  • But it’s so hot there… Won’t the ceilings melt?
  • How do stretch ceilings effectively prevent mold growth?
  • Do stretch ceilings suffer from damp or corrosion?
  • What warranty do we offer?
  • What are fabric ceilings all about?
  • Can I print anything on the ceilings?

Payment

  • What payment methods do you accept?
  • Where is my refund?

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

  • Can I place an order without creating an account?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • How do I cancel my order?
  • Can I alter my order?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.yourstorename.com/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@yourstorename.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@yourstorename.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Orders that require shipping within the U.S. will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of the U.S. may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We ship to most regions worldwide. Please check this detailed breakdown (add link) before ordering to make sure we can deliver to your geographical location.

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to this delivery cost table (add link) to check the postage fees for different destination countries. If your order value is more than $75, we provide free shipping within the U.S.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns

  • Can I return or exchange an item?
  • How do I return an item?
  • What do I do if I lose my return note?
  • My order has arrived but it’s not as I expected. What can I do?
  • How long does it take to return an item?

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend ordering the two closest matches and returning the one that doesn’t fit.

How do I return an item?

Please contact our customer service team via help@yourstorename.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via hhelp@yourstorename.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Misc

  • Do you sell gift vouchers?

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of $10, $20 or $50.

Product

  • What is KITANO® Ceiling and Surfaces?
  • What are the main advantages of KITANO® Ceiling?
  • How durable is KITANO® Stretch Ceiling and Surface materials?
  • What about insect protection? Can bugs or geckos get through the stretch ceiling??
  • But it’s so hot there… Won’t the ceilings melt?
  • How do stretch ceilings effectively prevent mold growth?
  • Do stretch ceilings suffer from damp or corrosion?
  • What warranty do we offer?
  • What are fabric ceilings all about?
  • Can I print anything on the ceilings?

What is KITANO® Ceiling and Surfaces?

KITANO® ceiling technology is a suspended ceiling, lighting and wall system that consists of several components: an aluminum/plastic perimeter track, lights and a lightweight stretch PVC or Canvas membrane that stretches and clips into the track. Stretch ceiling and surface systems can be used as ceiling adornments, wall coverings, floating panels, light boxes, soundproofing panels and creative 3D forms.

These innovative solutions offer a plethora of design possibilities, allowing you to transform ordinary spaces into works of art. They are incredibly versatile, offering flexibility, distinctive designs, and an illuminating ambiance.

Feel free to embrace the endless options available with stretch ceilings and elevate your interior aesthetics to new heights.

What are the main advantages of KITANO® Ceiling?

- Aesthetic appeal and high decorative quality
- Versatility in lighting design
- Ability to hide communications and mounting elements
- Easy maintenance during operation, long service life
- Eco-friendly
- Heat resistance
- Anti-static and anti-fungal properties
- Preserves room space
- Resistance to sunlight, moisture, and climate changes
- Structural potential for quick and clean installation
- Perfectly suited to Indonesia’s climate conditions

How durable is KITANO® Stretch Ceiling and Surface materials?

The material used is extremely durable and has been produced to withstand exceptionally heavy loads. In the event of a water leak, it can securely contain up to 100L per square meter without cracking or compromising. With a temperature resilience from -40°C to +90°C, our advanced membranes remain stable in any climate. Plus, it’s designed to stay pristine—resisting fading, discoloration, stains, and odors for long-lasting performance.

What about insect protection? Can bugs or geckos get through the stretch ceiling??

Before installation, we carefully seal and insulate all external openings to the room. All components and wall junctions are installed to be as airtight as possible. So rest assured - you’re well protected from any unexpected furry, scaly, or winged guests.

But it’s so hot there… Won’t the ceilings melt?

Kitano stretch ceilings are certified fire-safe and can withstand a wide temperature range - from -5°C to +70°C. So unless you’re planning to host a barbecue or fire show indoors, they’re the perfect solution for the Indonesian climate.

How do stretch ceilings effectively prevent mold growth?

Stretch ceilings are essential in stopping mold growth because they have special qualities that resist moisture. The materials used for stretch ceilings have a non-porous surface, which means they do not absorb water. This makes an environment not suitable for mold spores to settle and multiply. 

 

Superior Moisture Protection

+ Stretch ceilings provide excellent protection against moisture with the following features:

+ PVC membranes create a waterproof shield between living areas and the structural ceilings.

+ Condensation is naturally driven away from the surface

+ It has built-in antimicrobial properties that prevent bacterial and fungal proliferation.

+ Temperature control minimizes moisture accumulation.

 

High-Humidity Space Solutions

Stretch ceilings are really very effective in moist zones, where other materials simply do not manage and fail, for example:

Bathrooms: Steam and water splashes are contained.

Indoor Pools: Chlorine-resistant and humidity-proof

Basements: Protection against underground moisture seepage

Kitchens: Steam and cooking vapors pose no threat.

 

Conversely, conventional ceiling materials include drywall and tiles; these absorb moisture and may also cause warping, sagging, discoloration, structural weakness, or even health-threatening mold colonies.

One of the main reasons why stretch ceilings are effective in preventing mold is that they maintain a consistent surface temperature. This removes cold spots where condensation usually forms, which is a common breeding ground for mold. The thermoregulation combined with the impermeability of the material creates a two-fold defense against mold formation.

 

Critical Protection Zones

Some of the critical areas where stretch ceilings protect against mold are as follows:

✓ Damp areas of plumbing systems

✓ Low-ventilation areas

✓ Highly rainy areas

✓ Climate-controlled rooms

 

Air gap between the structural ceiling and stretch ceiling acts as a good ventilation pathway. The gap ensures balanced humidity levels in the interior space and eliminates the major cause of mold growth for traditional ceiling installation, which is excessive moisture.

Do stretch ceilings suffer from damp or corrosion?

Stretch ceilings, particularly those made of PVC or similar materials, are generally not susceptible to corrosion in the way that traditional plaster or painted ceilings can be. They are designed to be durable and resist moisture, making them a good option for areas prone to humidity or where water exposure is a concern.

What warranty do we offer?

Stretch ceilings are reliable and strong, which is why we offer a peace-of-mind, long-termed guarantee. The membrane comes with a 15-year warranty covering fading, wrinkling, cracking, staining, and more. With proper care and installation, your ceilings will maintain their original look well beyond the warranty period.
Repairs are covered under a 3-year warranty, which includes minor sagging, joint gaps, and more. Compared to most finishing materials, stretch ceilings offer far better long-term value.

What are fabric ceilings all about?

Fabric membrane:
A lightweight fabric or textile sheet is stretched and secured to a perimeter track. 

Fabric is ideal when you want rich, matte colors without reflections. It gives a more refined, elegant appearance. Some fabrics even mimic Venetian plaster and other decorative finishes—perfect for interior design connoisseurs. Fabric is also more tear-resistant than PVC, which is why it’s often used in children’s rooms.

Can I print anything on the ceilings?

Absolutely - but image quality matters. High-resolution files = stunning results.