Q: How much will shipping cost?
A: We aim to please, therefore we offer free shipping anywhere within Indonesia. We offer both standard and premium services for shipping, and costs may vary to abroad destinations. When you place your order, our website will link you directly to the postal service who will quote you for your specific delivery. This is to make sure that everyone gets a fair price for their delivery.
Q: Can I make a change to my order once it has been placed?
A: We try to operate a very rapid service and we are proud of our quick response. As a result, your order will be immediately processed once it is received. This makes it very difficult for us to make changes to your orders, therefore we regrettably cannot offer this service. Please see our terms and conditions and our shipping and returns policy for more information on this subject.
Q: How long will it take to receive my order?
A: Delivery time may vary. For standard domestic orders, expected delivery time is between 5 to 7 working days. Our premium service aims to deliver within 1 to 2 business days, however delivery can occasionally take longer. Please be patient and don’t hesitate to contact customer service if you are concerned about your delivery.
For international shipping, delivery time is expected to vary more considerably. When you place your order, our postal service will attempt to accurately quote your delivery time. Once again, both standard and domestic delivery plans are available for international shipping.
Q: What happens if I am not at home when my order is delivered?
A: If you are not at home when the postal service want to deliver your order, they will either leave your package with a trusted neighbor, or they will return it to your local post office counter for collection in your own time. You will receive a confirmation through your letter box of the attempted delivery and how you can proceed to collect your parcel.
Q: How can I track my order?
A: Once you have ordered your products we will send you an email to confirm that they have been posted. This email will also contain a registered tracking number for the postal service which you can use to track your order online.
Q: What if my parcel is returned to sender because the address was incorrect or I missed it at the post office?
A: It could be that your address was entered incorrectly. If this is the case we will investigate if this was an internal problem of our own, in which case we will not hesitate to cover all of the costs for you to receive your order with premium post as soon as is possible. In any other situation however you will be liable to pay for the return shipping and any import taxes that may apply.
Q: Will I have to pay for customs or import taxes?
A: For domestic deliveries there will be no necessary import taxes, however, for international shipping, import taxes are a standard occurrence. You can check the rates of import tax for your country by visiting the following link: http://www.dutycalculator.com
Q: What methods of payment do you accept?
A: We accept direct debits from all major banks. Alternatively, you can pay using your Mastercard, American Express, Visa, Visa Electron or Visa Debit card. Some card restrictions do apply, but we have made every attempt for your purchase to be processed easily.
Q: What currency is used online?
A: We accept payment in Indonesia Rupiah, Australian Dollars, and U.S. Dollars.
Q: Do you offer returns or exchanges?
A: Yes, we do offer returns and exchanges. Please see our terms and conditions and our shipping and returns policy for more information
Q: What do I do if I have received a faulty or incorrect item?
A: We apologize sincerely if this has happened to you. If you wish to return this item then please inform us of your return by contacting customer support and we will address your problem immediately and to the best of our abilities. For more information on returns and compensation, please see our terms and conditions and our shipping and returns policy.
Q: How do I know if my return has arrived and is being processed?
A: Just as when you ordered a product and when it is dispatched, we will send you a confirmation email when your return has been received by us. We handle returns, and exchanges quickly and efficiently so you will also then receive another confirmation email soon afterwards when the processing is complete.
Q: How many gift voucher/promo codes can I use per order?
A: You can only use 1 gift voucher or promo code per order. Gift vouchers and promo codes can not be used on items that are on sale.