F.A.Q AND SHIPPING INFO
Q. What International Shipping Method do you use?
A. We use EMS Post International Express
Q. How long is the transit time?
A. EMS Post International Express has an estimated transit time between 4-6 days
Q. Do you ship to my country?
A. Probably yes, EMS ships to more than 120 countries worldwide, but to be sure, you can check the full list here. Or simply make an account on our webstore to see whether we ship directly to your country or not
Q. EMS Postal service doesn’t seem to show on the carrier list
A. You must first enter your shipping address by making an account in our site, once the system detects the shipping address, EMS postal service will then show up and calculate the shipping cost automatically
Q. Do you ship only with EMS?
A. We plan to add UPS to our carrier list some time in the future, but for now, we only ship with EMS.
Q. Why is the shipping cost expensive?
A. Shipping cost depends on two things: the product’s volumetric weight, and shipping destination, as a rule of thumb, the farther you are from Indonesia geographically, the higher the cost. We do offer a couple of slightly cheaper shipping alternatives: Pos Indonesia International, and sea cargo. although we don’t recommend them as the transit time are significantly longer than EMS, and they don’t provide tracking number, that said the shipment is still insured, thus in the event of a lost package, we can either send you a new one or issue a full refund. Email us at email@example.com for more info on these alternative shipping carriers.
Q. What International payment method do you accept?
A. We accept PayPal and major credit cards (through PayPal’s secure website)
Q. I can’t find PayPal as the payment method
A. You must first change the currency to US Dollars and tick the ‘agree to the terms and condition’ checkbox
Q. When will my order be sent out?
A. Orders from Indonesia will ship within 24 hours of ordering during business days. International Orders, ships every tuesdays and fridays. Made by order and backorder items will vary between models, the duration will most likely be specified on the product page description, should any unforeseen delays occur, you will be notified as soon as possible.
Q. How long does Local Shipping take?
A. Depending on where you are in Indonesia and the carrier service of your choice, shipping time varies below:
JNE Oke : 3-7 days
JNE Reg : 2-4 days
JNE YES : 1-3 days
Q. How do i track my shipment?
A. Upon shipping your items, we will also email you a tracking number. you can click on that link to track your shipment.
Q. Will i get taxed for my purchase?
A. It depends, different countries applies different regulations regarding import taxes, for example, in the US imports that has value of under $800 will not get taxed, so you might need to check with your local customs agency. Unfortunately, any duties, taxes, or other import charges that might be levied by the importing country will be the buyer’s responsibility.
Q. I’d like to order a product, but it does not allow me to add it in the cart.
A. This most likely means that the product is out of stock. Please use the ‘notify me when back in stock’ feature on the product page to get an automatic email notification when the product is back in stock
Q. When are products coming back into stock?
A. As soon as we have an estimated date of delivery, it will normally be posted on the specific product page, we also encourage you to subscribe to our newsletter and social media feed for updates, notifications and pretty pictures
Q. I am not sure which size to order?
A. On most product pages there is specific sizing information you can view by clicking the sizing chart image. please be careful on choosing the right size as we do not accept returns due to incorrect sizes.
Q. What is the return and exchange policy?
A. It is explained thoroughly in our Lifetime warranty and return policy page here.
Q. How come your product price listing on your site is different with the one i saw a week ago?
A. This might be caused by a number of different reasons, we reserve the rights to change our prices without prior notice.
Q. I Have a voucher / discount code, where do i enter it?
A. When you Check Out, there will be a section on the Shopping cart summary page where you can fill in the voucher / gift card code, once you have done that, your total amount will automatically be deducted.
Q. Can I change or cancel my order?
A. If this case does occur you can do so within 30 minutes after you order. You can contact us at firstname.lastname@example.org
Q. An Item is missing / i would like to address a complaint
A. If this case happens, you can contact us at email@example.com, and we’ll call you as soon as possible.
Q. I’m still having trouble with the checkout process
A. Please refer to the How to Order page for a step-by step guide, if you still have trouble, contact us on firstname.lastname@example.org
Q. What are your “office hours”?
A. Monday – Friday, 9AM – 5PM (Western Indonesian Time or GMT +7)