Frequently Asked Questions
OUR COVID-19 RESPONSE
As always, the health and safety of our team and customers are our top priority. Due to COVID-19, we are forced to momentarily postpone our plans of making our products available to you offline by joining bazaars. We understand our customers’ desire on viewing our products (especially leather goods) first-hand. Therefore, collection private viewing is now made available for you with strict health and safety protocols.
Health and Safety Precautions
We are doing our best to keep our employees safe and minimize the risk of transmission of COVID-19 through the following health and safety protocols in our office, including:
Usage of masks are mandatory throughout operational hours. Body temperature is also checked upon entry. Any employee presenting symptoms will be sent home to self-quarantine.
Hand sanitizer and sanitizing supplies are made available to all employees.
Social distancing is practiced as no more than 3 employees are working in one room.
All employees are required to wear masks and sanitize their hands upon handling your order.
All office areas are regularly cleansed and disinfected.
Shipping for Pre-ordered and Ready Stock Goods
If you ordered both pre-order and ready stock goods in one cart, your order will be shipped when the pre-ordered goods are ready to be shipped.
Processing Your Order
We process orders for items that are ready in stock within the same day if the order is placed before 2 PM (on non-holiday weekdays). As for pre-ordered goods, please refer to the lead time stated to process your order. Please note that we do not process, ship or deliver orders on Saturdays, Sundays or public holidays.
Order Cancellation or Modification
We process and complete orders as fast as possible, including pre-ordered items. If you have any modification or cancellation request, please contact us as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will do our best to accommodate your requests.
Damaged or Wrong Item Received
Kindly note that we will only process this scenario if you notify us within 24 hours upon receiving your product. Please immediately notify us upon receiving your order via e-mail (email@example.com) and include the following:
E-mail subject: DAMAGED/WRONG ITEM – Name – Order Confirmation Number
Attach pictures of the damaged or mistaken item delivered
Brief description of the damaged or mistaken item
Please allow 1 x 24 hours for us to assess this issue and get back to you. Once you have received a confirmation e-mail from us, item pick up will be arranged. Kindly return the item(s) in the packaging it came in. All shipping fees are on us.
We accept payments via bank transfer to our account. More details on this process are made available to you in the How to Order page.
FREE Shipping for Indonesia Region
We offer free shipping for Indonesia region. Please allow three to seven business days for arrival (Jabodetabek area). It may take longer for other areas.
For now, our products are available only for Indonesia region. We use J&T and SiCepat to deliver your purchase to your doorstep. We will inform you further on which delivery service used along with the shipment tracking number once the order is shipped. Further information will be informed via e-mail.
You can track your order online from J&T or SiCepat, according to the delivery service informed once we ship your order. We are not responsible for lost deliveries if you registered the wrong address or the address registered is unclear. We can only assist you to track your order online, you may have to contact the delivery service yourself to file a report. We are not responsible for lost packages reported more than 2 weeks past the delivery date.