FREQUENTLY ASKED QUESTIONS
Everything you need to know about shopping with us. Can’t find what you’re looking for? Feel free to contact our team.
Orders & Shipping
Placing an order is easy! Simply browse our Collection, select the products you love, and click "Buy Now" on the product page. You'll be directed to our secure checkout form where you can fill in your shipping details, choose your preferred courier, and complete your payment. Once your order is confirmed, you'll receive a confirmation via WhatsApp and email.
We partner with trusted Indonesian couriers to ensure your order arrives safely: • JNE (REG, YES, OKE) • J&T Express • SiCepat (REG, BEST) • AnterAja You can select your preferred courier during checkout. Shipping costs are calculated automatically based on your location and package weight.
Delivery times vary depending on your location: • Jabodetabek: 1-3 business days • Java (other cities): 2-4 business days • Sumatra, Kalimantan, Sulawesi: 4-7 business days • Bali, NTB, NTT: 5-7 business days • Papua, Maluku: 7-14 business days Please note that these are estimates and may vary during peak seasons or due to courier capacity.
Yes! We offer complimentary shipping for orders above above Rp 300,000 (up to Rp25,000 subsidy). Shipping is calculated automatically by courier. Keep an eye on our website and Instagram for special free shipping promotions!
Once your order is shipped, we'll send you a tracking number via WhatsApp. You can use this number to track your package on the courier's website: • JNE: www.jne.co.id • J&T: www.jet.co.id • SiCepat: www.sicepat.com • AnterAja: www.anteraja.id You can also visit our Track Order page for quick links to courier tracking.
We process orders quickly to ensure fast delivery. If you need to change or cancel your order, please contact us via WhatsApp within 2 hours of placing your order. Once an order has been shipped, we cannot cancel or modify it. In this case, you may need to wait for delivery and request a return if applicable.
Payment
We offer multiple secure payment options for your convenience: Bank Transfer:
• BCA
• Mandiri
• BNI
• BRI
E-Wallet (via QRIS):
• GoPay
• OVO
• Dana
• ShopeePay
• LinkAja
All payments are processed through a secure payment gateway with SSL encryption. We never store your payment details.
Absolutely! Your security is our priority. We use trusted payment gateways with industry-standard SSL encryption to process all transactions. We never store your complete payment details on our servers. You can shop with confidence knowing your information is protected.
Please complete your payment within 24 hours of placing your order. After 24 hours, unpaid orders will be automatically cancelled to release the inventory for other customers. If you need more time, please contact us via WhatsApp and we'll do our best to accommodate your request.
If your payment fails, don't worry! Here are a few things you can try:
1. Check that your account has sufficient balance
2. Ensure your internet connection is stable
3. Try a different payment method
4. Clear your browser cache and try again
If the issue persists, please contact us via WhatsApp with your order details and we'll help you complete your purchase.
Yes! Once your payment is successfully processed, you'll receive:
• Instant confirmation on the checkout page
• WhatsApp message with order details
• Email confirmation (if provided) Please save these confirmations for your records.
If you don't receive a confirmation within 30 minutes, please contact our customer support.
Returns & Refunds
We want you to be completely happy with your purchase. You may request a return within 7 days of delivery if:
✓ The product is unopened and in its original sealed packaging
✓ The product is unused and in original condition
✓ You have proof of purchase (order number)
For hygiene reasons, we cannot accept returns on opened or used products. Please review our full Return Policy page for complete details.
To request a return, please follow these steps:
1. Contact us via WhatsApp at +62 821-3949-1289
2. Provide your order number and reason for return
3. Include photos of the product (if applicable)
4. Wait for our team to review and approve your request
5. Ship the product back following our instructions
6. Receive your refund once we confirm the returned item
Our team will guide you through each step of the process.
We take great care in packaging your orders, but if you receive a damaged or defective product, we sincerely apologize! Please contact us within 48 hours of delivery with:
• Photos of the damaged product
• Photos of the packaging
• Your order number
We will arrange a replacement at no additional cost, or provide a full refund—whichever you prefer.
Once we receive and inspect your returned item, refunds are processed within 5-7 business days. The refund will be transferred to your bank account. You'll receive a WhatsApp notification once the refund is completed. Please note that it may take an additional 1-3 business days for the funds to appear in your account, depending on your bank.
• For returns due to customer preference (change of mind): Return shipping is paid by the customer.
• For returns due to our error (wrong item, defective product): We will cover the return shipping cost or arrange a pickup.
Please contact us before shipping any returns so we can provide the correct instructions.
Products
Yes! All our products are crafted with 100% natural ingredients. We use premium botanical oils like olive oil, coconut oil, and shea butter, along with pure essential oils for fragrance. We never use:
✗ Parabens
✗ Sulfates (SLS/SLES)
✗ Synthetic fragrances
✗ Palm oil
Visit our Ingredients page to learn more about what goes into each product.
Our artisan soaps are formulated to be gentle on most skin types. We use mild, skin-loving ingredients and avoid harsh chemicals that can cause irritation. However, if you have very sensitive skin or known allergies, we recommend:
• Reading the full ingredient list on each product page
• Doing a patch test before full use
• Consulting with a dermatologist if you have specific concerns
If you experience any irritation, discontinue use.
With proper care, each bar of our artisan soap lasts approximately 4-6 weeks with daily use.
To extend the life of your soap:
• Keep it dry between uses
• Use a draining soap dish • Store in a cool, dry place
• Avoid leaving it in standing water
Our soaps are cured for 4-6 weeks before sale, which creates a harder, longer-lasting bar.
Our products have the following shelf life when stored properly:
• Artisan Soaps: 12 months from production date
• Fragrances: 24 months from production date
For best results, store your products in a cool, dry place away from direct sunlight and humidity. The production date is printed on each product label.
To preserve the quality and longevity of your fragrance:
✓ Store in a cool, dry place (room temperature)
✓ Keep away from direct sunlight ✓ Avoid storing in humid areas like bathrooms ✓ Keep the cap tightly closed when not in use
✓ Store upright to prevent leakage
Proper storage will help maintain the scent profile and extend the life of your fragrance.
Absolutely! We are proudly cruelty-free. Our products are never tested on animals, and we only work with suppliers who share our commitment to ethical practices. We believe beautiful skincare should never come at the expense of our furry friends.
Still Have Questions?
Our team is always ready to help. Reach out to us and we’ll get back to you as soon as possible.