FREQUENTLY ASKED QUESTIONS
Question
Where Are Your Products From?
Answer
We outsource and curate our products from different designers in different countries, such as Singapore, Thailand and China. As of June 2015, our brand has started to self-produce our own clothing line. We also carry local Indonesian brands under their own respective names.
Question
Can I Purchase From Overseas?
Answer
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.
Question
Where Is The Product Measurement?
Answer
Simply click on the desired product. Each product has its own measurement guide listed in its product page.
Question
How Do I Use My Discount Code?
Answer
Upon checkout, you will be asked to enter a discount code. After your discount code goes through, the total amount will automatically be deducted.
Question
Will You Restock Your Sold Out Items?
Answer
Our clothing sells quickly and we generally do not restock them. However, if they are back in stock, you can find them in our “Back In Stock” section. Check our “New In” section regularly and join our mailing list for the latest update!
Question
Do You Have A Physical Store?
Answer
Yes! Our flagships are in:
Plaza Indonesia, Level 4, Unit E-013 (beside the escalator),Jakarta, Indonesia.
Plaza Senayan, Level 2, Unit 205A (Opens in April 2019), Jakarta, Indonesia.
Pop Up:
Laurence House Coffee, Medan, Indonesia.
Question
How do I process my returns?
Answer
Login to your account and click on your name.
Select “MY RETURNS”.
Create a return.
Select the items you want to return and state the reason why. Please kindly remember to “Save” the return.
After you have selected the items you want to return, click continue at the bottom of the page.
Please read our terms and conditions and by checking the box, if you have acknowledged the conditions for the return, click continue. Note that returns that do not fulfil the terms will be held in the warehouse for a maximum of 14 days, any more than that, unclaimed packages will be disposed.
You will be led to this page where you can print your returns page, if you missed this page don’t worry, your return form will be emailed to you. If you didn’t get the form via email, you may input your email to get it emailed to you again.
Your returns form should look like this when you print it out. The first page must be placed inside the package, the second must be pasted on top of the package. You’re now ready to ship your return! Please take note of your tracking number and ship your returns within 14 days, you will need it to complete your return and receive your store credit. Any returns shipped beyond 14 days, will unfortunately be rejected automatically by the system.
You will then be led to this page where you can view all your returns. Click on “Details”.
This is the most important step, inputting your tracking for your return! Please input your tracking within the 14-day grace period for your
Once you have completed these steps for returns, note that it will take the fulfilment center 2-3 working days to process and check your returns. Once the return has been approved, your store credit will reflect the amount.
ORDERING
Question
Can I Add An Item To My Order After Submitting The Order?
Answer
Please place a order for the item and contact us. We are happy to waive shipping on this additional order if it were placed within 24 hours of the initial purchase.
Question
Why Is My Order Cancelled?
Answer
Your order will be cancelled automatically if it passes the maximum payment time of 24 hours.
Question
Where Is My Order Confirmation?
Answer
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.
PAYMENT
Question
How Do I Pay?
Answer
We have 2 payment methods for Indonesian orders: Credit card / Bank transfer. For Credit card payment, the transaction will be finalized immediately. Whereas for a Bank transfer, you will be given the account number in the order confirmation email to transfer within 24 hours. For international orders, we only accept credit card payments.
Question
Can I Use My Credit Card?
Answer
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.
Question
Do I Have To Confirm My Payment?
Answer
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.
Question
Why is my order still ``On Hold``?
Answer
As our 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.
SHIPPING
Question
Is My City Included In The Free Shipping?
Answer
For purchases above 500k, shipping is free for the following cities:
Question
Which Shipping Companies Do You Use?
Answer
We use the following courier services:
Question
Which Are The Days You Ship?
Answer
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.
Question
How Long Do Domestic Orders (Indonesia) Take?
Answer
Regular: Please allow 1-5 working days for domestic regular orders
Express: 1-2 days
Question
How Long Do International Orders Take?
Answer
Please allow 5-15 working days for international shipping
Question
How Can I Track My Order?
Answer
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).
Question
Can I Upgrade My Shipping Method?
Answer
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.
Question
What Happens If My Order Is Lost During Delivery?
Answer
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.
Question
Can I Exchange My Items?
Answer
Of course! As long as they meet the criteria listed here: https://loveandflair.com/returns-exchanges/
STORE CREDIT
Question
What Is Store Credit?
Answer
Question
How To Use Store Credit?
Answer
Question
What if I use a voucher on my purchases? Will it be included in my store refunds as well?
Answer
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.