How can we help?

 

• For payment with Credit Card and Gopay method, you do NOT need to fill in the refund form.
• For payment with VA Bank Transfer, QRIS, COD and Pay in Store, you MUST fill in the refund form or we cannot process the refund. The link of the refund form is stated on the refund confirmation email

1. Q: The product that I returned has arrived at the warehouse but why do I not receive the email for my refund? 
A: There is no arrival confirmation email. You will get an email containing the details of the refund AFTER the product that you returned has been VERFIED by warehouse which is within 1 – 2 working days. If after 2 working days you still have not received the refund email, you could contact our Customer Support by the channel at the bottom of this page for further information.
For example:

• On 16 August (Day-0), the returned product arrived at the warehouse.
• On 21 August (Working day-2) you will get the email refund details because 17 August is a public holiday and then followed by weekend (non-working days).

2. Q: Do I need to contact Customer Support for return?
A: No, you do not need to contact Customer Support to do return/refund. Please refer to the Return Policy stated on the return form or here before you send the product to the warehouse.

3. Q: Will I be notified after the refund is successful? 
A: For payment with: 

• Credit card and GoPay: No, there will be no notification when the refund is successful. You may check the refund on your billing statement. 
• QRIS, Bank transfer, COD and Pay in Store: Yes, you will receive email notification after the refund has been successful.  

4. Q: I use credit card / GoPay payment method, do I need to fill in the refund form? 
A: No, for credit card / GoPay payment method, you do not need to fill in and submit the refund form because the fund will be credited to your account maximum 15 working days after receiving refund email.

5. Q: Can my coupon be activated after the refund? 
A: No, the coupon that has been used cannot be re-activated. The refund will be adjusted with the coupon that you used. Click here for the details.

6. Q: Will the shipping / gift wrap fee be refunded as well? 
A: No, the amount that will be refunded is equal to the price of products you returned, after coupon deduction (if using it), not including the shipping / gift wrap fee.

7. Q: Can the discounted product be refunded?
A: Yes, discounted (SALE or Value Buy or Limited Offer) can be refunded as long as the policy is fulfilled.