Frequently Asked Questions

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.

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.

Simply click on the desired product. Each product has its own measurement guide listed in its product page.

Upon checkout, you will be asked to enter a discount code. After your discount code goes through, the total amount will automatically be deducted.

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!

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.

Yes! Our flagships are in:
Plaza Indonesia, Level 4, Unit E-013 (beside the escalator),Jakarta, Indonesia.
Pop Up:
Laurence House Coffee, Medan, Indonesia.

Our prices are upped 10% because of VAT (PPN, Government taxes).

Ordering

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.

Your order will be cancelled automatically if it passes the maximum payment time of 24 hours.

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

The maximum cashback on the GoPay promotion between 18-31 May 2020 is 20,000 IDR. 

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.

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.

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.

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

Please note that our final shipment will be on 22nd May 2020 before our office closes for the Lebaran holiday.

 If you need to get your package by 22nd May, please make your order and payment by 1pm (Jakarta Time), 22nd May and pick express or same-day shipping.

We will resume shipping on 26 May 2020. Please note these dates should you need your parcels urgently.

For international orders, shipping will only resume 2nd June 2020.

There are several reasons why you could have a missing item, the reasons are usually stated in the product description.

 The item will be shipped separately, and for these reasons:

Your item is a drop-ship item, and will be shipped separately by the vendor. Your item is a pre-order item, and will shipped separately later on when it is ready.Your item is a store-exclusive item, and will be shipped directly from the store.

There should be a slip in your package that indicates what is missing how long it will take for the item to ship. Our customer service team will also reach out to you via either whatsapp or email to provide you with more detailed information about your item. You can also email us with email titled:"MISSING ITEM: ORDER NUMBER XXXXXXXXX". Please let us know your order number.

We 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

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.

Regular: Please allow 2-5 working days for domestic regular ordersExpress: 1-2 days

Please allow 5-15 working days for international shipping

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).

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.

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.

Of course! As long as they meet the criteria listed here: https://loveandflair.com/returns-exchanges/

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 30 days.Customers who exceeds 12,000,000 IDR worth of returns within a year, will be subjected to a alternate return policy.

Upon checkout, you will see "Store Credits:” This is where you can see your current store credit balance. To use it, slide the tab and enter the amount of store credit you want to use.After your store credit 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.

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.