FAQs

When will the order get shipped?

Order will be shipped within 5-10 business days after the order has been placed. (exclude weekend)

We do not ship orders on weekends and Indonesian national holidays. Please note that there will be occasional delays in processing your order because of high postal office’s traffic, especially nearly holidays.

You will get 2 kinds of emails within your order :
–  After you place your order, you will receive an invoice email about your order.
–  When your order got shipped, you will receive a shipment notification email with the tracking number inside.

If your package does not arrive 20 business days after shipment, please contact our customer service.

 

Do you ship internationally?

We can ship internationally, to every country EMS & FedEx listed. Please note that delivery rates provided by Klova Studios and Pos Indonesia are estimated only.

We will not be responsible for every order that got sent back/lost/fail to reach the recipient because of factors outside our controls such as the absence of recipients, wrong address, custom problems, etc.

If the package gets sent back to us, we will charge an additional fee to re-send it. We will contact you via email regarding this, if there is no feedback from you within 7 business days, we will dispose of the order.

 

How much does the shipping cost?

Please put the items in the Cart and Checkout to see the shipping cost estimation by Pos Indonesia or FedEx.

Shipping cost estimation depends on the package weight/size and the delivery address location.

Please note if there is a possibility the package becomes subject to import taxes/customs fees in your country.

The shipping cost is not covering the import taxes/customs fee.

 

What payment do you accept?

We only accept payments using Xendit.

 

Can I change my address?

You can change your shipping address if the order has not been shipped yet. You can contact our Customer Service to do this change.
Please note that once the order has been shipped, the shipping address can not be changed.

 

Can I cancel my order?

Order can be canceled after purchase if the order has not been shipped yet.
You can contact our Customer Service to cancel your order.
Please note that you will be responsible for all the cancelation fees.

To find out the process of your order, please click here.

When your order got shipped, you will receive a shipment notification email with the tracking number inside.

After the tracking number email is received, the customer is required to monitor the tracking of the package.
If after more than 1 month this email was sent and there is no complaint, we consider the package received safely.

(In this process order can’t be canceled)

For shipping addresses in these 6 countries (United Kingdom, Canada, Norway, France, Spain & Australia).
Please inquire actively at the post office by showing the tracking number.
Because they refuse to exchange data which makes tracking not updated and is still located in Indonesia.

If there are problems or questions. Please send an email to:
support@klovastudios.com

Please check your tracking number in here :
http://ems.posindonesia.co.id/
https://www.posindonesia.co.id/en/tracking

or you can use these websites to track order :

–  Worldwide Tracking: http://17Track.net
–  USA Tracking: https://tools.usps.com
–  Canada Tracking: http://www.canadapost.ca
–  Australia Tracking: http://auspost.com.au/track
–  New Zealand Tracking: https://www.nzpost.co.nz/tools/tracking
–  Singapore Tracking: https://www.singpost.com/track-items
–  UK Tracking: http://parcelsapp.com/en/tracking/
–  Vietnam Tracking: https://t.17track.net/en#nums=
–  Germany Tracking: https://nolp.dhl.de/nextt-online-public/search
–  France Tracking: https://www.chronopost.fr/fr/chrono_suivi_search?listeNumerosLT=
–  Philippines Tracking: https://tracking.phlpost.gov.ph/
–  Taiwan Tracking: https://t.17track.net/zh-hk#nums=
–  Thailand Tracking: http://track.thailandpost.co.th/tracking/default.aspx?lang=th
–  Belgium Tracking: https://track.bpost.be/btr/web/#/search?itemCode=
–  Japan Tracking: https://trackings.post.japanpost.jp/services/srv/search/direct?searchKind=S004&locale=ja&reqCodeNo1=
–  Hong kong Tracking: https://www.hongkongpost.hk/en/mail_tracking/index.html
–  Mexico Tracking: https://t.17track.net/es#nums=
–  Malaysia Tracking: https://t.17track.net/en#nums=
–  Poland Tracking: https://t.17track.net/pl#nums=
–  Myanmar Tracking: https://t.17track.net/en#nums=
–  Peru Tracking: https://t.17track.net/es#nums=
–  Chile Tracking: https://t.17track.net/es#nums=

Please remember that some orders can take more than 24 hours after shipment before it can be tracked.

(FAILURE TO DELIVER)
We will not be responsible for every order that got sent back/lost/fail to reach the recipient because of factors outside our controls such as the absence of recipients, wrong address, custom problems, etc.

Please double-check your recipient’s name, shipping address, and phone number before purchasing.

If the package got sent back to us, we will charge an additional fee to re-send it.  We will contact you via email regarding this, if there is no feedback from you within 12 business days, we will dispose of the order.

RETURNS

We will contact every returned package and if there is no reply for 7 days. Packages will be considered forfeited.

Some reasons why the package returns:
–  The information included is incomplete or incorrect.
–  Lockdown
–  Destination country policy.
–  Avoiding pay the customs
–  Can’t be contacted.

If the package wants to resend it back, we will charge additional fees,
–  Fees customs when the package returns to us
–  Fees for sending it back again.

If you want to apply for a refund, we will deduct the cost of shipping and customs fees.

 

REFUNDS

We gladly accept a refund/return if the items you received are different from what you ordered or if the items get damaged during transit.

Kindly contact our Customer Service first before any action is made.
For incorrect or damaged items, please send us the picture of the items and packing slip along with a return email.

Items need to be returned within 40 days from the purchase date.
We will process the refund of shipping fees after we got the returned items.

Why is the refund amount not the same at the time of purchase?
Every time you make a payment, the price stated in USD will change to Rupiah (Rp)/IDR. If you want to request a refund, there will be a conversion from Rupiah to USD based on the currency exchange rate determined by Xendit automatically.

How long does it take to process a refund?
This is determined entirely by the issuing bank but is usually 5-10 business days. If more than 10 days elapsed, we recommend the cardholder contact their issuing bank.

After a transaction, the only private and personal information collected and being used for invoices are the shipping address and contact information, for the purpose of communicating with you and to fulfill your order.

Other private information, such as Paypal log in, etc will be automatically deleted and will not be stored on our servers.

We do not sell, trade, or give any personal information to outside parties.

Please click link below to see available delivery country.
https://booking.posindonesia.co.id/posint/

Singapore
Brunei
Cambodia
South China (Fujian)
South China (Guangdong)
Hong Kong
Laos
Macau
Malaysia
Mongolia
Philippines
Thailand
Vietnam
Australia
China
Japan
New Zealand
Norfolk Island
South Korea
Taiwan
Canada
Mexico
Puerto Rico
United States (Colorado)
United States (Idaho)
United States (Utah)
United States (Arizona)
United States (Nevada)
United States (California)
United States (Oregon)
United States (Washington)
United States
Andorra
Austria
Belgium
Bulgaria
Canary Islands
Channel Islands
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Faeroe Islands
Finland
France
Germany
Gibraltar
Greece
Greenland
Hungary
Iceland
Ireland
Israel
Italy
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Monaco
Netherlands
Norway
Poland
Portugal
Romania
Russia
San Marino
Serbia
Slovak Republic
Slovenia
Spain
Sweden
Switzerland
Turkey
Ukraine
United Kingdom
Vatican City
Bahrain
Bangladesh
Egypt
India
Jordan
Kuwait
Lebanon
Oman
Pakistan
Qatar
Saudi Arabia
South Africa
Sri Lanka
United Arab Emirates
Afghanistan
Albania
Algeria
American Samoa
Angola
Anguilla
Antigua
Argentina
Armenia
Aruba
Azerbaijan
Bahamas
Barbados
Barbuda
Belarus
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire
Bosnia-Herzegovina
Botswana
Brazil
British Virgin Islands
Burkina Faso
Burundi
Cameroon
Cape Verde
Cayman Islands
Chad
Chile
Colombia
Congo
Congo, Dem Rep Of
Cook Islands
Costa Rica
Curacao
Djibouti
Dominica
Dominican Republic
East Timor
Ecuador
El Salvador
Eritrea
Ethiopia
Fiji
French Guiana
French Polynesia
Gabon
Gambia
Georgia
Ghana
Grand Cayman
Great Thatch Island
Great Tobago Islands
Grenada
Guadeloupe
Guam
Guatemala
Guinea
Guyana
Haiti
Honduras
Iraq
Ivory Coast
Jamaica
Jost Van Dyke Islands
Kazakhstan
Kenya
Kyrgyzstan
Lesotho
Liberia
Libya
Macedonia
Madagascar
Malawi
Maldives
Mali
Marshall Islands
Martinique
Mauritania
Mauritius
Micronesia
Moldova
Montenegro
Montserrat
Morocco
Mozambique
Namibia
Nepal
Nevis
New Caledonia
Nicaragua
Niger
Nigeria
Norman Island
Northern Mariana Islands
Palau
Palestine Autonomous
Panama
Papua New Guinea
Paraguay
Peru
Reunion
Rota
Rwanda
Saba
Saipan
Samoa
Senegal
Seychelles
St. Barthelemy
St. Christopher
St. Croix Island
St. Eustatius
St. John
St. Kitts & Nevis
St. Lucia
St. Maarten
St. Martin
St. Thomas
St. Vincent
Suriname
Swaziland
Syria
Tahiti
Tanzania
Tinian
Togo
Tonga
Tortola Island
Trinidad & Tobago
Tunisia
Turks & Caicos Islands
U.S. Virgin Islands
Uganda
Union Island
Uruguay
Uzbekistan
Vanuatu
Venezuela
Wallis & Futuna
Zambia
Zimbabwe

This list can change without any notification.

Afghanistan
Åland Islands
Algeria
Andorra
Angola
Anguilla
Antigua & Barbuda
Argentina
Armenia
Aruba
Ascension Island
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Botswana
Brazil
British Indian Ocean Territory
British Virgin Islands
Brunei
Burkina Faso
Burundi
Cambodia
Cameroon
Cape Verde
Caribbean Netherlands
Cayman Islands
Central African Republic
Chad
Chile
China
Christmas Island
Cocos (Keeling) Islands
Comoros
Congo – Brazzaville
Congo – Kinshasa
Cook Islands
Costa Rica
Côte d’Ivoire
Croatia
Curaçao
Cyprus
Czechia
Denmark
Djibouti
Dominica
Dominican Republic
Equatorial Guinea
Eritrea
Estonia
Eswatini
Ethiopia
Falkland Islands
Faroe Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern Territories
Gabon
Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Grenada
Guadeloupe
Guatemala
Guinea
Guinea-Bissau
Guyana
Haiti
Honduras
Hong Kong SAR
Hungary
Iceland
Indonesia
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Kuwait
Kyrgyzstan
Laos
Latvia
Lebanon
Lesotho
Liberia
Libya
Lithuania
Luxembourg
Macao SAR
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Martinique
Mauritania
Mauritius
Mayotte
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Mozambique
Myanmar (Burma)
Namibia
Nauru
Nepal
Netherlands
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
North Macedonia
Norway
Oman
Pakistan
Palestinian Territories
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn Islands
Poland
Portugal
Qatar
Réunion
Romania
Rwanda
San Marino
São Tomé and Príncipe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Sint Maarten
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Georgia & South Sandwich Islands
South Korea
South Sudan
Spain
Sri Lanka
St. Barthélemy
St. Helena
St. Kitts & Nevis
St. Lucia
St. Martin
St. Pierre & Miquelon
St. Vincent & Grenadines
Sudan
Suriname
Svalbard & Jan Mayen
Sweden
Switzerland
Taiwan
Tajikistan
Thailand
Timor-Leste
Togo
Tokelau
Tonga
Trinidad & Tobago
Tristan da Cunha
Turkey
Turkmenistan
Turks & Caicos Islands
Tuvalu
U.S. Outlying Islands
Uganda
United Arab Emirates
United Kingdom
United States
Uruguay
Uzbekistan
Vanuatu
Vatican City
Venezuela
Vietnam
Wallis & Futuna
Western Sahara
Yemen
Zimbabwe