FREQUENTLY ASKED QUESTIONS

Question Where Are Your Products From?
AnswerWe 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?
AnswerCurrently, 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?
AnswerSimply 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?
AnswerUpon 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?
AnswerOur 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?
AnswerAs of right now, we fully operate online with no physical/offline store.

ORDERING

Question Can I Add An Item To My Order After Submitting The Order?
AnswerPlease 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?
AnswerYour order will be cancelled automatically if it passes the maximum payment time of 48 hours.
Question Where Is My Order Confirmation?
AnswerAfter 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?
AnswerWe 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 48 hours.
For international orders, we only accept credit card payments.
Question Can I Use My Credit Card?
AnswerYes, we accept Visa and MasterCard. We use Doku 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?
AnswerPayment confirmation is needed for bank transfers, not credit card payment. Please fill in the payment confirmation form below in the footer, under ‘Confirm Payment.

SHIPPING

Question Which Shipping Companies Do You Use?
AnswerWe use the following courier services:

  1. JNE (www.jne.co.id) – Local Indonesian orders
  2. EMS POS INDONESIA (http://www.posindonesia.co.id/) – International orders
  3. DHL INTERNATIONAL (http://www.dhl.co.id/en/express/tracking.html) — International orders

Question Which Are The Days You Ship?
AnswerMailing 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?
AnswerPlease allow 5-15 working days for international shipping
Question How Can I Track My Order?
AnswerA 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?
AnswerPlease 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.

STORE CREDIT

Question What Is Store Credit?
Answer

  • Store Credit is given for returns and can only be used online at our website, www.loveandflair.com
  • Store Credit is not transferrable
  • 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 30 days

Question How To Use Store Credit?
AnswerUpon checkout, you will see “Have a discount code? Click here to enter it.” This is where you enter the store credit.
After your discount code goes through, the amount of store credit will deduct the total amount.
Buyers are responsible for the outstanding amount after store credit deduction including shipping