FAQ & Services – Joseph Joseph Indonesia
FAQ
1. Do I need an account to order?
No, you can checkout as guest, but creating an account helps track your orders more easily.
2. How do I place an order?
Just add items to your cart and follow the checkout steps.
3. Can I change my order after placing it?
Unfortunately, changes cannot be made once you receive the confirmation. Please double-check before checkout.
4. How do I apply a discount code?
Enter the promo code at checkout and click ‘Apply’.
5. Can I order items not shown in stock?
Out-of-stock items cannot be ordered; you’ll be notified when they’re back.
6. Is there a minimum order value?
No, there’s no minimum, but watch out for shipping thresholds.
7. How do I save items for later?
Use the ‘wishlist’ feature in your account dashboard.
8. Can I pre-order upcoming products?
Yes, pre-orders are available for select items.
9. What currencies are accepted?
We accept local currency (IDR) by default.
10. How do I know stock status?
Each product page shows real-time stock availability.
11. Do you ship internationally?
Only to locations within Indonesia.
12. Can I order gifts for someone else?
Yes, just enter a different shipping address.
13. Do you offer bundle deals?
Yes, available in product pages or promo tab.
14. Can I reserve items in-store?
Currently online orders only.
15. How to redeem points?
You can redeem loyalty points during checkout if you’re logged in.
16. What if I enter the wrong address?
Please contact support ASAP; address changes may not be possible once packed.
17. Are prices final?
Yes, prices include tax and are final at checkout.
18. Why did the price change?
Prices may adjust due to promos or supplier updates.
1. How do I get vouchers?
Vouchers are given during promos or via newsletter signup.
2. Can I use multiple vouchers?
Only one voucher per order.
3. Do vouchers expire?
Yes. Validity is printed on each voucher.
4. What if a voucher doesn’t work?
Check expiry and conditions; contact support if error persists.
5. Are student discounts available?
At times—sign up to hear about them.
6. Can I share vouchers?
Vouchers are non-transferable.
7. Do promotions apply to sale items?
Check terms—some promos exclude sale prices.
8. How often do promos run?
Usually each season or on national holidays.
9. Are promo items returnable?
Yes, subject to our returns policy.
10. Will promotions be restocked?
Some may return—subscribe for alerts.
11. Can I preorder promo items?
Not for promo limited editions.
12. How do I know I qualified?
Discount applied on coupon field at checkout.
13. Are vouchers available offline?
No, online use only.
14. Do gift cards count as promo?
Gift cards must be paid first; not promotional.\
15. Can I cancel promo?
Yes before order confirmation.
16. Hidden fees?
No—free shipping over threshold; any fees visible before payment.
17. Promo on last-minute flash sale?
Yes, but subject to availability.
18. Who can I ask about promo terms?
Contact Customer Care via WA or email.
1. What payment methods are available?
We accept credit/debit, bank transfer, and e-wallet.
2. Is payment secure?
Yes, via HTTPS and SSL encryption.
3. Can I pay later?
We don’t offer buy-now-pay-later currently.
4. Do you offer installment?
Yes, on select cards via partner banks.
5. Can I pay with foreign card?
Yes, as long as it’s authorized for online international use.
6. What is 3D Secure?
An extra verification layer by your bank during payment.
7. I got double charged. What now?
Contact Customer Care with proof; we’ll resolve ASAP.
8. Is VAT included?
Yes, prices are VAT-inclusive.
9. Can I use more than one payment type?
Not in a single transaction; pay full via one method.
10. Why did payment fail?
Possible causes: insufficient funds or incorrect details.
11. Will I get invoice?
Yes—email sent automatically.
12. Do you accept COD?
Not currently available.
13. How to pay by bank transfer?
Choose BCA/Mandiri options; follow displayed steps.
14. What if I forgot to pay?
Unpaid orders expire within 24 hours.
15. Can I get receipt?
Yes, downloadable from order details.
16. Is crypto accepted?
No, crypto payments are not offered.
17. How do I get VAT invoice?
Send your tax details to Customer Care.
18. Any hidden bank fees?
Standard transfer fees may apply by your bank.
1. What are delivery options?
We offer standard and express delivery.
2. How long does delivery take?
Typically 3–7 business days.
3. Do you ship island-wide?
Yes—Java, Sumatra, Kalimantan, Sulawesi, and more.
4. Can Delivery Times Be Shortened?
Express delivery cuts time to 1–3 days.
5. Is there tracking?
Yes, each order comes with tracking link.
6. What if item arrives late?
Contact support and we’ll investigate.
7. Can I schedule delivery?
Not currently; delivery is as fast as possible.
8. What if no one’s home?
Driver will leave a notice and attempt redelivery once.
9. Can I pick up locally?
Not yet—online delivery only.
10. Shipping costs?
See shipping chart in cart for estimate.
11. Any remote area surcharge?
Some remote islands incur extra fees.
12. Is packaging secure?
Yes, with protective materials.
13. Can I change address after dispatch?
Once shipped, address changes are unlikely.
14. Do you ship internationally?
Not currently—only domestic.
15. Who delivers?
Partnered with nationwide courier services.
16. Can I get signature delivery?
Yes, signature required for high-value packages.
17. How do I track?
Use the link and number sent via email/SMS.
18. What if package is lost?
We’ll launch an inquiry or send replacement based on evidence.
1. What is your return policy?
Returns accepted within 30 days in original condition.
2. How do I start a return?
Log into your account and submit a return request.
3. Who pays return shipping?
Customers cover return shipping costs.
4. When will I get the refund?
Refunds processed within 14 days after we receive item.
5. Can I exchange items?
Exchanges allowed only for damaged/wrong items.
6. What if item is damaged?
Send photos; we’ll arrange replacement or refund.
7. Do promotional items qualify?
Yes, subject to policy conditions.
8. Is there a restocking fee?
No restocking fee applies.
9. What if it’s used?
Used products are not returnable.
10. Can I return partially?
Yes, you can return individual items in an order.
11. Speak on exchanges?
Contact support to arrange exchange after approval.
12. Refund method?
Refund goes back to original payment method.
13. Can I return free gift?
Yes, if part of original order and conditions met.
14. Why was return rejected?
Common reasons: damaged packaging or used items.
15. Can I return to showroom?
Currently only via courier.
16. How to track my return?
Use the return tracking link provided.
17. Do I get shipping refund?
Yes, if return due to our error.
18. Who covers customs?
Not applicable—only domestic orders.
Our Services
① National Delivery
From Jakarta to remote Sulawesi, all orders ship securely from our Kemang warehouse. We offer tracking and timely updates.
② Hassle-Free Returns
Enjoy a simple 30-day return process with full refunds within 14 days—your satisfaction is our priority.
③ Guarantee & Repairs
Benefit from 2–3 year coverage on all items. We promptly handle replacements or refunds for verified manufacturing faults.
④ Spare Parts & Sustainability
Buy only what you need: screws, tapes, bin liners—keeping products out of landfill and usable longer.
⑤ Bulk Orders & B2B
Catering to Horeca, corporate clients, and events. Contact us for quotes, lead time, and volume discounts.
Need Help?
- Customer Care: +62 813 8407 5829 (WhatsApp & call) and email via website
- Warehouse/Showroom: Jl. Benda Raya No. 1A, Kemang, South Jakarta
Your experience matters to us—whether it’s a product query, bulk order, or service feedback, we’re here to help.
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