Support
Need help with your order or have a question before purchasing? Our support team is available to provide assistance, updates, and guidance any time.
Find Answers to Common Questions
Why is my order still "Pending" ?
As our manual bank transfers payment confirmation is done manually, we usually check our accounts during business days from Monday to Friday (9am-5pm). Please allow at least 12 Hours within a working day for any payment confirmation.
Any transfers done during the weekend or after hours will only be processed on the next working day.
Why Is My Order Cancelled?
Your order will be cancelled automatically if it passes the maximum payment time of 2 hours.
Where Is My Order Confirmation?
After your order is placed, you will receive an email confirmation. If you do not receive it, fill in the ‘Contact Us’ form and we will resend the email. You can also check your order status by signing into your account on our website.
Do I Have To Confirm My Payment?
Payment confirmation is needed for bank transfers, not credit card payment. Please fill in the payment confirmation form below in the footer, under Confirm Payment.
How long do I have to make (manual) bank transfer payment and virtual account payments?
If you picked manual bank transfer as your form of payment, you have 2 hours.
If you picked virtual account payment as your form of payment, you have 2 hours.
Can I Use My Credit Card?
Yes, we accept Visa and MasterCard. We use Midtrans as our secured payment gateway. Your credit card information will be kept private and protected from fraud.
Which Shipping Companies Do You Use?
We use the following courier services:
- JNE (www.jne.co.id) – Local Indonesian orders
- EMS POS INDONESIA (http://www.posindonesia.co.id/) – International orders
- DHL INTERNATIONAL (http://www.dhl.co.id/en/express/tracking.html) — International orders
Which Are The Days You Ship?
Mailing Orders:
We ship orders on Monday – Friday. No shipments will be made on Saturday, Sunday and public holidays.
Gojek Orders:
Gojek orders will only be shipped between 10am-3pm, Monday – Friday. Same-day orders on gojek delivery will only be shipped when the payment and order is done before 1pm. Please make sure that you are around to receive your package.
How Long Do Domestic Orders (Indonesia) Take?
Please allow 2–4 working days after payment confirmation for us to verify your payment, complete quality control, and pack your order. You will receive a confirmation email with tracking details once your order has been dispatched.
Pre-order and ready-stock items placed in the same order will be shipped together. For example, if your pre-order item has a 21-day processing time, any ready-stock items in the same order will be held and dispatched alongside it — estimated at around 25 days in total. If you'd like your ready-stock items shipped sooner, please place them as a separate order.
Estimated delivery times (after dispatch):
- Regular: 2–5 working days
- Express: 1–2 working days
How Long Do International Orders Take?
Please allow 2–4 working days after payment confirmation for us to verify your payment, complete quality control, and pack your order. You will receive a confirmation email with tracking details once your order has been dispatched.
Pre-order and ready-stock items placed in the same order will be shipped together. For example, if your pre-order item has a 21-day processing time, any ready-stock items in the same order will be held and dispatched alongside it — estimated at around 25 days in total. If you'd like your ready-stock items shipped sooner, please place them as a separate order.
For international orders, please allow 5–15 working days for delivery once shipped. Please note that we are unable to account for delays caused by customs clearance, and any applicable customs duties or import taxes are the responsibility of the customer.
How Can I Track My Order?
A tracking number will be sent to your email within 24 hours after shipment. We use JNE for local Indonesian delivery (www.jne.co.id) and EMS Pos Indonesia for international orders (ems.posindonesia.co.id).
Can I Upgrade My Shipping Method?
Please contact us immediately by filling the ‘Contact Us’ form below. We generally process orders within 2-4 hours. Once our warehouse has processed your order, we will be unable to make any changes.
What Happens If My Order Is Lost During Delivery?
Love And Flair is not responsible for the risk of merchandise loss after JNE/EMS processes the delivery.Love And Flair is not responsible if JNE/EMS can’t deliver the package in time for the following reasons: incomplete/misspelled address or no recipient at the address.
*Please check your JNE tracking in the ‘Track Order’ link www.jne.co.id and call JNE customer service (+62 21 2927 8888) to resolve the shipment.
Can I Exchange My Items?
Of course! As long as they meet the criteria listed here.
What Is Store Credit?
Store Credit is given for returns and can only be used online at our website, www.loveandflair.com, it is not transferrable to any of our offline stores.
Store Credit is not transferrable and has no cash value.
Any purchase amount that exceeds the value of Store Credit will require an additional method of payment for the remaining balance due.Store Credit has an expiration date of 365 days.
Customers who exceeds 12,000,000 IDR worth of returns within a year, will be subjected to a alternate return policy.
How To Use Store Credit?
For exchanges and returns, our team will issue you store credit to your account after you have completed the return portal (for domestic returns) or filled the return form (for international returns), sent back the item(s), and our warehouse team has received the return. Please allow up to 24 hours after the warehouse team has received the item for the store credit to appear in your account.
You may use the store credit to place another order on the item you would like to be exchanged. If the item requested is not available in stock, you may use the store credit for any other items in our site. There is a one year expiration date in your store credit.
If you are unsure of the eligibility of returns of your product, please contact our team at ask@loveandflair.com
We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met.
How Long is The Store Credit Valid For?
Store credits are valid for a year after it is issued.
What If I Use a Voucher On My Purchases? Will It Be Included In My Store Credit As Well?
No, we will only refund the amount you made payment for, excluding any forms of promotions, discounts, and shipping fees.
For example, a transaction of 500,000IDR using a 100,000IDR voucher + 10,000 IDR shipping fee will be refunded as 390,000IDR.
What If I Have Store Credit From Your Previous Website?
Any store credits issued before 1 April 2021 will expire by 1 September 2021. Onwards of April 2021, all store credits are valid for one year period after issuance.
I Don’t Live In The Country. Can I Still Return My Items?
For international returns: Please contact us at ask@loveandflair.com and put the Subject as "Returns for Order Number XXXXX"
Do note that you will be held responsible for all shipping and related fees when you send us your returns. We are not responsible for any packages lost in transit, so please use a trusted courier with a tracking number to be safe.
Please note that any shipping fee, tax and customs charges incurred will be handled by you. In the event that we get charged any additional fees, these fees will be deducted from your store credit.
Top Questions
(For Singapore and Malaysian Orders) Why isn't my order free shipping despite reaching 2,500,000 IDR?
Free shipping covers only the first 3 kg (Rp200,000) of your shipping cost. Any weight and cost beyond that will be charged to you. Shoes and sports accessories are excluded due to volumetric size and weight.
For orders shipping to Singapore, orders above 400 SGD are subject to import customs fees.
To maximise your free shipping and avoid customs, we recommend splitting your order into separate parts — each within the 3 kg limit, meeting the Rp2,500,000 minimum, and below 400 SGD for SG deliveries.
When will my pre-order(s) arrive?
Please check the product description for this information. Pre-order items usually takes 2-4 weeks, different item varies.
Please allow 2–4 working days after payment confirmation for us to verify your payment, complete quality control, and pack your order. You will receive a confirmation email with tracking details once your order has been dispatched.
Pre-order and ready-stock items placed in the same order will be shipped together.
For example, if your pre-order item has a 21-day processing time, any ready-stock items in the same order will be held and dispatched alongside it — estimated at around 25 days in total. If you'd like your ready-stock items shipped sooner, please place them as a separate order.
Why is my order cancelled?
We will try our best to check manual bank transfer payments regularly but we recommend that you use Credit Card or Virtual Account payments for an instant payment confirmation-- this way we can expedite your orders immediately. But if any case, your orders got cancelled and you picked manual bank transfer as your form of payment please contact us via email, whatsapp or LINE we will be happy to assist you with the shipping of your order(s).
Why do I have a missing item in my package?
If you have a missing item in your order, it is likely due to one of the following reasons — which are usually stated in the product description:
- Drop-ship item — shipped separately and directly by the vendor.
- Pre-order item — shipped separately once the item is ready.
- Store-exclusive item — shipped directly from the store.
A slip inside your package will indicate which item is missing and its estimated dispatch timeframe. Our customer service team will also reach out to you via WhatsApp or email with more details.
If you have any concerns, feel free to contact us:
- Email: Use the subject line MISSING ITEM: ORDER NUMBER XXXXXX
- WhatsApp: +62 812-9000-5947 (Monday–Friday, 9am–5pm)
Please have your order number ready and we'll be happy to assist.
When do you perform shipments?
Please note that we operate Monday to Friday. Payments made on weekends or public holidays will be reviewed on the next business day.
Once payment is confirmed, please allow 2–4 working days for us to verify your payment, complete quality control, and pack your order. You will receive a confirmation email with tracking details once your order has been dispatched.
Pre-order and ready-stock items placed in the same order will be shipped together.
Orders will only be dispatched upon receipt of full payment — we are unable to process shipments if there are any outstanding payment issues. Shipping prices for international orders may vary or require a top-up due to changing logistical prices.
Estimated delivery times (after dispatch):
- Jakarta: 1–3 working days
- Other cities in Indonesia: 3–7 working days
- International: 5–15 working days
Please note that deliveries may be delayed during public holidays.
Can I return or exchange my items over the weekend?
You can only perform returns and exchanges during a business day, because there will not be someone who will be able to receive the return during the weekends. As long as they meet the criteria listed here. Store credits can only be issued after we received the product in the same condition.
Do you issue refunds?
No, we do not issue cash refund. We only issue refunds in form of store credit.
Why is my message not replied on Email / Whatsapp?
We will try our best to respond to your needs as soon as possible.
Our admins are available during business days between 9am to 5pm.
Please allow for 1-3 working days for us to reply your email.
Can I Purchase From Overseas?
Currently, we ship and accept credit card payment from selected countries: Australia, Brunei, Burma, China, France, Germany, Hong Kong, India, Indonesia, Italy, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, United Kingdom and Vietnam.
Where Is The Product Measurement?
Simply click on the desired product. Each product has its own measurement guide listed in its product page.
How Do I Use My Discount Code?
Upon checkout, you will be asked to enter a discount code. After your discount code goes through, the total amount will automatically be deducted.
Can I Combine Discounts/ Promos/Codes?
Unfortunately, no.
You can pick 1 promotion/discount code only. For example, if your order qualifies for free shipping, then the discount code cannot be used. Promotions and codes cannot be combined.
Is My First-Timer Discount Code Applicable to Final Sale Items?
Unfortunately, no.
You can pick 1 promotion/discount code only. For example, if your order qualifies for free shipping, then the discount code cannot be used. Promotions and codes cannot be combined.
Will You Restock Your Sold Out Items?
Our clothing sells quickly and we generally do not restock them due to the limited fabrics. However, you may subscribe to the product's back in stock notification and if they are back in stock, you will be notified immediately.
Will You Restock Your Sold Out Items?
For more information please go on returns & exchanges policy.
Do You Have A Physical Store?
Yes! Our flagships are in:
Plaza Indonesia, Level 4, Unit E-013 Jakarta, Indonesia.
Monday-Sunday, Open 10am - 9pm
Chat and Shop with us:
+62 812-2008-5003 (Whatsapp)
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Tunjungan Plaza 5, Level 1
Monday - Sunday, Open 10am - 10pm
Chat and Shop with us:
+62 812-8039-018
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By The Sea, PIK
Monday - Sunday, Open 10am - 10pm
Chat and Shop with us:
+62 815-1308-5733
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Land's End, PIK 2
Monday - Sunday, Open 9am - 10pm
Chat and Shop with us:
+62 823-4144-9319
Why are your prices slightly higher than buying directly from the brands?
Our prices are upped 11% because of VAT (PPN, Government taxes).
General Information
Shipping & Delivery
We aim to make every delivery smooth, reliable, and transparent from checkout to arrival. Orders are processed within 1–3 business days and shipped through trusted delivery partners to ensure secure handling and timely updates. Shipping availability, delivery times, and costs may vary depending on your region and selected shipping method. For international deliveries, customs processing and local carrier timelines may affect the final delivery date. If you need additional assistance regarding your shipment, our support team is always available to help.
Returns
We want you to feel confident with every purchase. If something isn’t quite right, eligible items can be returned within the specified return period, provided they remain unused, unworn, and in their original packaging. Certain items such as final sale products or personalized orders may not qualify for returns.To begin a return request, simply contact our support team with your order details. Once approved, you’ll receive instructions for sending the item back. After inspection, refunds are processed back to the original payment method within several business days depending on your payment provider.
Payments
We offer secure and flexible payment options designed to make checkout fast and convenient across all devices. Accepted payment methods may include major credit cards, digital wallets, and selected regional payment providers depending on your location.All payment information is processed through encrypted and secure checkout systems to protect your personal and financial data.