FAQs

FAQs

Is it safe to shop from your site? 

The health and safety of our customers, employees and the community remains our top priority. We are maintaining the highest standards of health and hygiene at all points of our operations and at our physical stores. All locations are sanitized and disinfected frequently and our staffs are equipped with the appropriate PPE, masks, gloves and sanitizer.

We are also limiting the number of essential workers at each of our locations and for this we ask for your understanding should delays in order processing and shipping occur. Due to the current PPKM restrictions, some orders may be shipped after the scheduled PPKM end date 20 July 2021. 

 

 

If you have any questions which are not currently answered on our site, please contact Customer Care either by email at or call us on +62 818 727 159.

Depending on the status of your order, it may be possible to cancel your order. Please note, we’re unable to combine or add an item to existing orders.

If you need to make any amendments to your purchase, please call our Customer Care team as soon as possible and we’ll see what we can do.

If you‘ve forgotten your password, click on the "Forgotten password" button at the 'Sign In' page. A link to reset your password will be sent to your email. Click on the link and follow the instructions shown on the page. If you need additional help, contact us at info@jade-jakarta.com and we will help you get your password sorted out!
Orders made before 2 p.m on Monday to Friday are processed on the same day. Orders made after this time will be processed the next day. Orders made on Saturday, Sunday and on Public Holidays will be processed on the next available working day. Due to the current PPKM restrictions, some items may be shipped in sequence after PPKM is scheduled to end on 20th July 2021. Please expect delays in shipping and processing times. If you need additional information about this please contact us at info@jade-jakarta.com.
In most cases, refunds will be made via the same payment method used to make the purchase. Payments made via Virtual Account shall be made via bank transfer. Please allow 1-2 weeks for refunds to be transferred into your accounts. Credit Card refunds may take up to 2 weeks to show on your account due to varying processing times between payment providers. If you have not received a refund in your account after more than 14 days, please contact your bank. Customs duties and sales taxes are non-refundable.

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the Jade Jakarta and designer tags attached to them (if applicable). This includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances:

the product(s) have been used, worn, damaged or washed;
the designer and Jade Jakarta tag are not attached to the product(s) or have not been returned. Please note that the Jade Jakarta and designer tags constitute an integral part of each product; and/or
you have not returned any packaging which is considered an integral part of a product (such as a dust bag).
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

Please read our full Delivery and Returns Policy or contact our customer team at info@jade-jakarta.com

You can shop without creating an account. However, when you register an account with us, you’ll be able to enjoy the following benefits:

  • Enjoy a 15% off your first purchase
  • Track your current orders and view past purchases
  • Request an exchange or return directly from your account
  • Save pieces you love on to your Wish List
  • Save your address and card details so you can shop even quicker Be notified of sales and promotions

All Jade Jakarta orders will be packed securely by our warehouse team with all the necessary packing material to ensure your product reaches to you safely. Each package is handled with utmost care but once it leaves our warehouse, its journey is out of our hands.

Please note that the outbox is used to protect the actual product and as such we do not offer an exchange or refund for damages that may occur to the outbox during delivery.

All claims for exchanges of damaged items must include an unboxing video proof to be sent to info@jade-jakarta.com or our Whatsapp +62 818 727 159. Jade Jakarta reserves the rights to reject any claims that do not meet these terms.

 

We do not hold items. Please note that adding an item to your cart does not mean the item is reserved. Orders are only processed once payment is made and approved on our end.

Simply get in touch with us by emailing info@jade-jakarta.com or messaging us on Whatsapp +62 818 727 159. When you get in touch with us, please provide your order number, an unboxing video proof and photographs of the box and item.
Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty. Jade Jakarta reserves the rights to reject any claims that do not meet these terms.