Frequently Asked Questions

1. YOUR ORDERS

How can I cancel my orders?

If you need to cancel or modify your order, please contact our Customer Service. We will do our utmost to fulfil your request, but cannot guarantee your order may be adjusted once it has been placed.

Our Customer Service is available Monday to Friday, 11 a.m. to 6 p.m., and Saturday, 11 a.m. to 5 p.m.:

  • To contact us by phone, call +62 812 8648 6014
  • To contact us by email, send message to

I haven’t received an email confirming my order

After placing an order, it may take a few minutes for your order confirmation to be sent. Please remember to check your “Spam” folder, where the e-mail may have been directed, depending on your e-mail settings. If no e-mail has reached you, please contact our Customer Service.

Our Customer Service is available Monday to Friday, 11 a.m. to 6 p.m., and Saturday, 11 a.m. to 5 p.m.:

  • To contact us by phone, call +62 812 8648 6014
  • To contact us by email, send message to 

 

2. YOUR ACCOUNT

Why create a customer account?

Create your personal account to enjoy our exclusive advantages:

  • Receive invitations or coupon for exclusive sales and reductions
  • Consult your orders and your purchase history

I’ve lost my password. Can i log in to my account?

Click on “My Account” at the top right of your page on a computer, or in the menu on a mobile phone, then click on “Forgot your password?”.

After you have entered the e-mail address associated with your account, an e-mail will be sent to you enabling you to reset your password.

3. PRODUCTS

How can I be sure of my shoe sizes?

To determine your size, please follow the measuring instructions available on our product pages. To be sure of your exact size, go to the page for the product you want, click on the “Size guide” button, then follow the measuring instructions.

If you need additional assistance, our Customer Service is available Monday to Friday, 11 a.m. to 6 p.m., to help you and answer your questions.

4. PAYMENT METHODS

Which payment methods are accepted on the site?

We accept a lot of payment methods both for our domestic or international customers. Please follow the guide on the payment page to ensure you choose the correct payment method.

Payment for my order is refused. What should I do?

If your payment has been refused, please contact your bank for help.

5. SHIPPING

How can I track my order?

Once your order has been taken in hand by the courier, you will receive an e-mail confirming shipment together with details of the delivery and a link for tracking your order.

What delivery options are available?

We offer EMS for international shipping. Once your order has been taken in hand by the courier, you will receive an e-mail confirming shipment together with details of the delivery. We cannot be held responsible for unexpected delivery delays that are beyond its control.

Can I change my delivery address?

If you need to change delivery-related information after placing an order, please contact us as quickly as possible. Delivery-related information, and in particular the delivery address, cannot be changed once the order has been shipped.

If you need additional assistance, our Customer Service is available Monday to Friday, 11 a.m. to 6 p.m., to help you and answer your questions.

6. RETURNS AND EXCHANGE

Can I exchange an item in the store?

You have the option to exchange products ordered on the website in stores upon presentation of your invoice. Our stores will be happy to help you try on different sizes of any model ordered online.

Before visiting a store, we recommend contacting your nearest store to check availability of the sizes you want to try.

Our stores are not able to give refunds for products purchased online.

Conditions of exchange

Returned products must:

  • Be in their original condition
  • Have their original labels
  • Be accompanied by the original packaging and delivery note
  • Any returned product that is incomplete, damaged, worn/unused or soiled will not be accepted and will be returned to you.