FAQs
SHIPPING INFORMATION
What is your shipping policy?
We currently ship throughout Indonesia. To ensure your order is processed and shipped the same day, please place your order before our cutoff time.
MONDAY–FRIDAY: Before 14:00 WIB
We only ship orders on business days. If your payment is confirmed on weekends or public holidays, please note that your order will be shipped on the next business day.
The estimated processing time in our warehouse for picking and packing is 1x24 business hours before the order is handed over to the courier, excluding Sundays and national holidays.
Estimated delivery times:
· Regular:
o Jakarta: 2–3 business days after the product is picked up by the courier.
o Outside Jakarta: 3–7 business days after the product is picked up by the courier.
· YES (Yakin Esok Sampai): 1 business day after the product is picked up by the courier.
Shipping Cost: Shipping charges are based on the shipping method selected on the “shipping options” page.
Some products cannot be shipped to your selected country due to movement restrictions, export controls, or brand restrictions.
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact our Customer Service immediately. We will try to accommodate your request as long as the order has not been shipped.
Contact our live chat on the website (click the green button at the bottom right)
Operating Hours:
Monday–Friday: 09:00–17:00 WIB
What happens if my package is lost or damaged?
If your package is lost or damaged during shipping, it will be the responsibility of the courier/third party. Please contact our Customer Service immediately. We will work with the shipping carrier to resolve the issue and ensure you receive your order or a refund based on their policy.
To minimize the risk of loss or damage, we strongly recommend adding shipping insurance during checkout. This will provide extra protection and peace of mind in case of unforeseen events.
ORDER STATUS & TRACKING
When will my order be processed?
Your order will begin processing once your payment is confirmed.
MONDAY–FRIDAY: Before 14:00 WIB
Orders placed after 14:00 WIB will be processed on the next business day.
Will I receive a confirmation after placing an order?
Yes, you will receive an order confirmation email within 24 hours (for regular delivery services). A second email with shipping and tracking information will be sent once your order is shipped.
How can I track my order?
Once your order is shipped, you will receive an email with a tracking number and a link to the shipping company’s website. You can also track your order by logging into your SEEK account or contacting our Customer Service.
Contact our live chat on the website (click the green button at the bottom right)
Operating Hours:
Monday–Friday: 09:00–17:00 WIB
What happens if my order is delayed?
We strive for timely delivery, but delays can occasionally occur due to unforeseen circumstances. If your order is delayed, we will notify you via email or chat. You can also contact Customer Service for updates. If a same-day shipment is delayed beyond the promised timeframe, we will reach out to offer alternative solutions.
PAYMENT METHODS & ISSUES
What payment methods do you accept?
We offer a variety of secure payment options for your convenience:
· Credit/Debit Cards: Visa, Mastercard, JCB, American Express
· Bank Transfer: BCA, BNI, Mandiri, BRI, Permata, ATM Bersama
· E-wallets: GoPay, Dana, ShopeePay, GPay, QRIS, OVO
· Buy Now Pay Later: Kredivo
You can make a payment via bank transfer using the payment code sent to your email within 1x24 hours after purchase. If payment is not completed within this period, the order will be automatically canceled.
Do I need to confirm payment after completing it?
No, you do not need to confirm payment as all our payment methods use an automatic verification system.
Make sure you receive a successful payment confirmation email after completing your transaction.
How long does a refund take to process?
|
Payment Method |
Estimated Refund Time |
|
Bank Transfer / Virtual Account / OVO |
2–3 Business Days |
|
Credit Card |
7–14 Business Days |
If you haven't received your refund within the estimated timeframe, please contact our Customer Service.
Contact our live chat on the website (click the green button at the bottom right)
Operating Hours:
Monday–Friday: 09:00–17:00 WIB
RETURNS & EXCHANGES
Can I exchange an item for a different size or color?
Yes, we offer exchanges for different sizes or colors, depending on availability. Please mention your order number (SEEKORDER-XXXX) and the replacement item you want when contacting Customer Service.
How do I return or exchange an item?
To return or exchange an item, please follow these steps:
1. All transactions are final. Returns are only accepted for items with manufacturing defects (all shipping costs will be refunded).
2. Purchased items can be exchanged for different sizes or items of equal value (shipping costs are the customer’s responsibility).
3. Items damaged during third-party shipping are the responsibility of the courier. (Insurance is highly recommended.)
4. You have 7 (seven) days to return (point 1) or exchange your item (point 2).
5. The replacement item will be processed once the returned item is received.
To initiate a return or exchange, contact Customer Service at info@seekindonesia.com or +62 812-9899-7775 with your order number and reason. Customer Service will provide further instructions.
Ensure the product, box, and all contents are returned in their original condition with labels still attached.
Send the package to the address provided by our Customer Service team.
Who pays for return shipping costs?
· For returns due to our error (wrong item, defective product), we cover the return shipping costs.
· For returns due to customer preference (wrong size, change of mind), customers are responsible for return shipping.
· For exchanges, customers are responsible for the shipping cost of the new item.
What if I receive the wrong or damaged item?
If you receive a damaged or incorrect item, please contact Customer Service immediately. We will arrange a return or exchange at no additional cost to you.
What if my return does not meet the requirements?
If your return does not meet our return policy, we reserve the right to reject the return and resend the item back to you at your own cost.
PRODUCT INFORMATION & CARE
How can I verify the authenticity of a product?
All products sold at SEEK Indonesia are 100% authentic. We source our products directly from official brands and distributors. Look for official brand labels and tags for assurance.
How do I choose the right size?
We provide a size chart on each product page to help you choose the correct size. The chart includes measurements for different body parts and garment sizes.