FAQ

Frequently Asked Questions (FAQ)

1. How do I place an order?

Browse our products, select the item you wish to purchase, choose the available options (such as size or color), and click Add to Cart or Buy Now. Proceed to checkout by entering your shipping information and completing the payment.

2. What payment methods do you accept?

We support multiple payment methods, including:

  • Bank Transfer

  • Virtual Account

  • QRIS

  • E-Wallets (where available)

  • Debit/Credit Cards (via our secure payment gateway)

Available payment options may vary depending on your location and payment provider.

3. Are your products authentic?

Yes. All products sold through our website are genuine and sourced directly from our authorized suppliers or manufactured by Toko Sagalaya.

4. When will my order be processed?

Orders are processed once payment has been successfully confirmed.

Estimated processing time:

  • Business Days: 1–2 working days

  • During promotional events or public holidays, processing may take slightly longer.

5. How long does shipping take?

Delivery times depend on your destination and the selected courier service.

Estimated delivery times:

  • Within Java: 1–4 business days

  • Outside Java: 3–10 business days

6. Which shipping carriers do you use?

We partner with several trusted courier services, including:

  • JNE

  • J&T Express

  • SiCepat

  • AnterAja

  • Ninja Xpress

  • Pos Indonesia

Available shipping options will be displayed during checkout.

7. How can I track my order?

Once your order has been shipped, you will receive a tracking number (AWB). You can use this number to track your shipment through the courier’s tracking system or your order status page.

8. Can I cancel my order?

Yes, you may cancel your order as long as it has not been processed or shipped.

Once an order has been dispatched, cancellation is no longer possible.

9. What should I do if I receive a damaged or incorrect item?

Please contact our Customer Service within 48 hours of receiving your package and provide:

  • Your order number

  • Photos of the received product

  • Photos of the packaging

  • An unboxing video (if available)

Our team will review your case and arrange a replacement if applicable.

10. Do you accept returns or exchanges?

Yes. Returns or exchanges are accepted if:

  • The product has a manufacturing defect.

  • You received the wrong item.

  • The product was damaged during delivery.

Returns due to a change of mind or incorrect product selection by the customer may not be eligible.

11. Do your products come with a warranty?

Warranty availability depends on the product category.

If applicable, the warranty covers manufacturing defects only and does not cover damage caused by misuse or normal wear and tear.

12. Does the product price include shipping fees?

No.

Shipping costs are calculated automatically during checkout based on:

  • Delivery destination

  • Product weight

  • Selected shipping service

13. Do you offer wholesale or reseller pricing?

Yes.

We welcome:

  • Wholesale purchases

  • Resellers

  • Dropshipping partners (where available)

Please contact our Customer Service for bulk pricing and partnership inquiries.

14. Can I purchase multiple products in one order?

Absolutely.

Simply add multiple items to your shopping cart before proceeding to checkout.

15. What if the product I want is out of stock?

If a product is currently unavailable, you may:

  • Wait for it to be restocked

  • Contact Customer Service for availability updates

  • Choose a similar alternative product

16. Is my personal information secure?

Yes.

We are committed to protecting your personal information. Your data is used only for:

  • Order processing

  • Payment verification

  • Shipping and delivery

  • Customer support

We do not share your personal information with unauthorized third parties.

17. How can I contact Customer Service?

You can reach our Customer Service through:

  • WhatsApp

  • Email

  • Contact Form on our website

Our support team is available during normal business hours.

18. Do I need to create an account before placing an order?

Not necessarily.

If Guest Checkout is available, you may complete your purchase without creating an account. However, creating an account allows you to:

  • Track your orders

  • View your order history

  • Save your shipping information

  • Enjoy a faster checkout experience

19. Do you offer promotions or discount vouchers?

Yes.

We regularly offer:

  • Discount vouchers

  • Free shipping promotions

  • Cashback offers

  • Flash sales

  • Seasonal promotions

Please visit our Promotions page or homepage banners for the latest offers.

20. What should I do if my payment was successful but my order is not confirmed?

Please contact our Customer Service and provide:

  • Your order number

  • Proof of payment

  • Your registered name or email address

Our team will verify your payment and assist you as soon as possible.

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