We ship through registered courier companies for orders within Indonesia as well as international orders.
International orders: delivered within 5-10 business days
Domestic orders: delivered within 2-4 business days. (You will see the delivery date for your order at the time of order confirmation.)
Pre-orders: delivery time will be with in 40 days.
*Please note that Saturdays, Sundays and Public Holidays are not set as working days for standard deliveries.
Shipping and handling rates vary based on the product, its size and volume, the packaging used and the shipping destination. You will see the final shipping and handling charges at the time of checkout after you provide the shipping address for your order.
DUTIES & TAXES FOR INTERNATIONAL ORDERS
Duties & Taxes for international orders are not included in your order, and are over and above any shipping and handling charges paid at checkout. Most countries charge duties on imported items which are levied at the time of port entry and they vary based on the destination country and the products imported. You will need to pay the applicable duties and taxes directly to the shipping agency (DHL, FedEx etc.) at the time of your order delivery after you receive an invoice by the shipping agent.
SHIPPING OF PRODUCTS
All orders are processed from our own workshops in either Jakarta or Bali, Indonesia. Orders will be delivered to the shipping address mentioned at checkout.
Orders that have been processed and shipped can be tracked using the consignment/tracking number on the shipping agency’s website. Once your order is shipped, we will mail you your tracking number along with information about the shipping agency. You can also track your order status on our web boutique, from the “Order Status” link under “Customer Assistance” in the website footer.
NON-AVAILABILITY ON DELIVERY
Our delivery partners will attempt to deliver the package three times before they return it to us. Please provide the complete & accurate shipping address including zip code and a mobile number. This will help us in delivering your order faster.
MODES OF PAYMENT
For shipping to Indonesia we accept all major credit cards (including Mastercard and Visa) and also provide Bank transfer options across major banks. For all international transactions, we accept major Credit Cards (including Mastercard and Visa) and also provide the option to pay using Paypal. PayPal are our third party payment gateways.
Returns & Exchanges
Maomao endeavors to ensure that every transaction at our website is seamless. We take great care in delivering our products and adhere to the highest quality standards.
As a policy, we do not offer returns or exchanges on products which are delivered in perfect condition as per the order placed. However, if the product is wrongfully delivered (product doesn’t match the item in the order confirmation) or has a genuine quality/manufacturing defect then we are open to extending full refund or re-fulfilling your order.
To return or exchange a product or report damage in transit, please get in touch with our Customer Care within 48 hours of delivery:
* by telephone at +62 21 2254 9960 between 9.00 AM to 5.00 PM Jakarta time
* by email at email@example.com with your order number, date of transaction, delivery address and image of the wrongfully delivered or defective item.
* Check the products carefully once you receive them and mention any tampering of the package, missing item or damage/ breakage on the delivery receipt presented by the courier partner.
* Retain the packaging of the damaged products received until our insurance adjuster visits to survey the breakage.
Our customer care team will look into the issue and revert back within 48 working hours.
EXCHANGE & REFUND POLICY
* Given the nature of our products, we reserve the sole discretion to provide the resolution to any situation as we deem fit. Each return or exchange request is handled on a case by case basis and we request you to get in touch with our team for prompt resolution.
* No refunds would be given if the customer has provided wrong or incomplete shipping address, there are 3 failed delivery attempts by our shipping agency and/or the package is refused by the recipient.
* In case of International Orders if a customer refuses to pay the Duty as mandated by the respective country of shipment and doesn’t collect his/her order from the Shipping agency (like DHL, Fedex etc.) , then Maomao will not be liable to refund any amount for such orders.
* Products bought online cannot be exchanged or returned in store.
* Before accepting delivery of any merchandise, please ensure that it is in good condition and has not been tampered with. In case you receive a package, which you believe was damaged in transit, please retain the original packaging (along with price tags, invoices, labels etc.) until we send someone from our team to review it. Additionally, please mention details about the damaged merchandise on the delivery receipt instead of signing it as ‘received’.
Disclaimer: All policies are subject to change without prior notice. In case of any conflict Terms & Conditions Policy would prevail.