Frequently Asked Questions

Shipping

All prices stated includes FREE express SHIPPING WORLDWIDE, talking 6 to 10 days delivery time.
Please always add your PHONE NUMBER, as it is essential for the shipping documents and aids in the delivery process.

Please contact us at alokabrass2@gmail.com for a quote on shipping costs to remote locations, special orders, large quantities, bulk discounts, or countries not registered for on this website.

Order Tracking

The tracking number for your parcel can be found in the “details of your purchase”.
Please click on it regularly to monitor the progress of your parcel.

You can also cut and paste the tracking number into the:

Indonesian EMS Post: http://ems.posindonesia.co.id/
or
UK Post Office – Royal Mail:  https://www.royalmail.com/track-your-item#/
or
USPS – U.S. Postal Service: https://tools.usps.com/go/TrackConfirmAction_input

There are also various apps that help you track parcels, such as “AfterShip”
AfterShip Package Tracker – Tr – Apps on Google Play

The parcel may be transferred to a different carrier in your county.
It is not guaranteed that you will receive a call, a note, or a tap on the shoulder.

It is your responsibility to follow the tracking throughout its journey.
Please let us know if you notice any discrepancies or problems.

Payment

We accept payment through PayPal. Once you confirm your order, you will be directed to the PayPal website where you can either pay with your PayPal account, Credit/Debit Card or Pay Later.

Returns and Refunds

We are confident you will be delighted with the quality of the items you order. We endeavor to describe all items as accurately as possible through our product photos and descriptions. However, if you are not satisfied with the item you receive, please contact us within 10 days to discuss an exchange or refund*.

*Sale items and custom-made items are excluded unless they arrive faulty or damaged.

Please choose your items carefully, as return postage is at the buyer’s expense. Returned items must be in unused, brand-new, saleable condition, in the original packaging with all tags attached. Please ship in protective packaging, as goods damaged during return shipping will not be refunded.

There are no returns for change of mind on custom-made items unless they are found to be faulty.

Damaged or Faulty Items

We check all items before shipping, but if you receive an item that is faulty or damaged, we will offer a full refund or a replacement item. Please contact us within 10 days to discuss. We reserve the right to request that faulty items be returned for inspection before issuing a refund. Return shipping is at the buyer’s expense. Please ship in protective packaging, as goods damaged during return shipping will not be refunded. Once we have confirmed the fault, we will refund both the cost of the item and the shipping costs or provide a replacement item.

Any item that is returned used or has been damaged after receipt by the customer will not be accepted for a refund. After receipt of the item, storage and return shipping is the responsibility of the buyer.

Wholesale or Special Requests

Please call or email us we are more that happy to discuss alokabrass2@gmail.com