ACCOUNT & PROFILE
- To be able to shop at www.masarishop.com, you should be above 18 years of age and legally allowed, by the laws governing your land, to shop in Indonesia.
- You need to have a valid credit card or debit card (VISA, AMERICAN EXPRESS, JCB, MASTERCARD) or have an internet banking account with one of the banks enabled on our payment gateway.
- Based on the choices you have made during various online / offline interactions with us, we would communicate with you periodically for event based communications such as order information, renewal notices, invites, reminders, special offers etc.
- If you no longer want to receive emails from us, you can select your preferences online in "My Account" section. However, you would continue to receive transaction based e-mails such as order confirmation mail etc.
- No, you need not register to shop at MASARISHOP.COM. However, if you register you could avail of the benefits of better service, quicker checkout and a host of special privileges.
- To shop without registering, you just need to click on the "continue as guest" option on the sign-in/register page during checkout.
Usually registrations do not expire. However, if your account is in-active for a fairly long period we may suspend it or de-activate it, in which case, you can contact our Customer Service Representative to activate the account. They will reactivate your account after verification of some details to confirm your identity.
As a registered member you enjoy following benefits:
- Express Checkout - Sign in and proceed to checkout for quick ordering.
- Order History - Review the details of your Order history and status.
- Address Book - Create and save addresses of your family & friends for faster check out.
- Wish List – Save the products you wish to buy for later. We’ll also notify you if the sold out product is re-stocked or will sold out soon.
- Mailing list – You’ll also be put on our mailing list to keep updated of special offers
- Promotions – You’ll receive customized promotions personalized for you and become the first to know when we have New Arrivals, Exclusive collections, SALE period and other offers
Yes, you can cancel your registration at your wish. You will need to contact our Customer Service Representative with a request and reason for cancellation and we will do the needful within 15 working days
We can help you retrieve your password. Please click ‘FORGOTTEN YOUR PASSWORD?’ link on your account sign-in page and you’ll be sent an email instruction to reset your password.
Yes, most of your personal detail is editable. It can be done in the My account section under edit profile tab
You may write to us at email@example.com with following details (which you provided at the time of sign in):
- Date of birth
- First Name
- Last Name
- Address provided
- Past order number of an order placed from your login id, if any
You can not modify your e-mail address, since your email address is your user Id.
Yes. Your email ID is the same as your username/login ID, and is therefore required when you create an account on MASARISHOP.COM
SHOP AT MASARISHOP.COM
- MASARISHOP.COM offers the same quality of merchandise as sold in Masari stores, and the prices are also typically the same. However the collection, colour and sizing varies between physical stores and our online site, though we are continually expanding the range.
- Some selections of MASARISHOP.COM Ready to Wear are available at Masari Senayan City, where you can try the goods before buying, make reservations and see the goods in person.
We sell official apparel, accessories, beauty and lifestyle products for men and women, both local and international brands. We are not a marketplace and do not sell second-hand goods or counterfeit items.
We can only deliver products which are featured on the website and available in stock. If you wish to have a product in a physical store delivered to you, please contact firstname.lastname@example.org so we can arrange for the product to be featured on our online site for your purchase, depending on availability and demand.
Yes, we can send goods online to our physical store in Masari Senayan City so you can properly try the goods before buying. Please note, we cannot keep the stock for you until you’ve bought the item, so if there’s a transaction happening on MASARISHOP.COM we need to take the goods back. We advise you to contact our Customer Service beforehand.
If the item is available at Masari Senayan City, we can keep it for you for 2 days, after which it will be released back as stock. However, if there’s a transaction happening on MASARISHOP.COM we will need to take the goods back. We advise you to contact our Customer Service beforehand.
All branded products usually have standard sizes, and we provide sizing chart and information on each product pages. If you need a more specific measurement please contact our Style Advisor / Customer Service team.
Wash care instructions wherever applicable can be found on the product details page. This is the page from where you added the product to the shopping bag. Alternately, most garments come with wash care labels.
It is possible that you may not find an item you saw in the store, since it could have gone out of stock, or it may not be a part of our online range at present. Please contact our Customer Service team for product availability.
- We introduce various promotions from time to time. To enable you to take benefit of these promotions, you are provided with relevant promotion coupon codes.
- In order to take benefit of the discount / promotion, you will need to enter the promotion coupon code in the space provided for it in your shopping bag, and click the "Apply" button next to it.
- Your coupon will be applied ONLY after you confirm your order by clicking on the Place Order button later in the checkout process.
- Multiple coupons cannot be used on a single order.
- Some products have PRE-ORDER notified on the product page, in this case they will be produced once you made an order and an estimated delivery time will be written.
- If you want to reorder an out of stock item, our Customer Services team will do their best to inquire the relevant supplier/designer if the product is still available to be produced/purchased, and let you know the availability and estimate delivery time.
- Please note that preorder/reorder items should be paid 100% upfront and we do not accept refunds or exchanges for this type of order.
In some minor alterations our Customer Service team will do their best to inquire the designer the possibility of altering the goods, with extra cost. Major alterations (changing the sizes etc) are usually not possible and should be done at the customer’s expense.
PAYMENT & INSTALLMENT
Currently we accept VISA, AMERICAN EXPRESS, MASTERCARD, BCA VIRTUAL ACCOUNT, PERMATA VIRTUAL ACCOUNT, MANDIRI BILL PAYMENT, ATOME as a form of payment
No, currently we do not accept payment through debit cards. However you can use one of our virtual account services in place of debit cards.
No, currently we do not accept payment through cheque/Demand Draft
Yes, You can buy a gift voucher online. But this GV will be used online for online shopping and will not be used for store purchases.
No you cannot redeem online gift vouchers for physical stores. They can only be redeemed at MASARISHOP.COM
Yes, an amount equal to your total order value will be blocked against your credit card limit, as soon as you complete the transaction. In the unlikely event that we are unable to ship your full order, you shall not be charged for any items, which are not delivered to you, or shall receive a full refund for the amount of such undelivered items.
You will need to report the incident to your card issuing bank as soon as possible.
No, Currently cash on delivery is not applicable as our payment method
We allow clubbing options only for Gift Card with Credit card/virtual account payment together
If the balance in your gift card is lower than the order value, you can combine your payment with Credit card or VA payment.
The amount equivalent to the value of the returned merchandise shall be reversed back in the manner of credit note/s, which will be emailed to you and will be valid for 6 months from date of return.
No, you can only use one gift card at a time.
No, you can use a different billing and delivery address.
We have partnered with several Indonesian banking companies to provide you with 0% installment from 3-12 months.
- Permata Bank
Each bank have different terms and conditions, period of installment and minimum transaction amount. Should you wish to utilize this offer, please click on the appropriate installment option during checkout page. For more information about this offer, please visit our local bank partner terms & conditions page: BCA
ORDERS, REFUNDS & EXCHANGES
Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing.
- At MASARISHOP.COM we hold a seasonal sale twice each year. Find the sale by clicking on Sale in the top navigation. Please note, MASARISHOP.COM cannot guarantee that its prices online will be equal to the prices in our Masari stores during sale periods. Also, owing to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase later in the season.
For those residing in JABODETABEK area, we have made available a ‘PICK UP IN STORE’ facility alongside standard home delivery, which enables you to pick up your goods at one of our Masari stores within 2 working days instead. Alternatively for home delivery, expect the goods to arrive within 24-48 hours.
For those outside JABODETABEK, expect the goods to arrive within 2-15 business days, depending on your location. Please refer to our Shipping Information Policy for more details.
Yes, for shipment to Singapore and Malaysia, please make sure to read our full refunds and exchanges information before proceeding to payment. We use Fedex International Priority for shipping to Singapore and Malaysia.
Please allow up to 2 working days for us to process your order and another 2-3 working days for the goods to be delivered to you. We do not include tax and duties charges, they must be paid upon arrival and your local Fedex office will contact you directly.
All sales are final including discounted items. We do not accept refunds unless faulty or wrong item received. For exchanges, please notify us via email email@example.com max. 2 days after you received the item, stating your order number and reason for exchange. You will be guided to the next steps via email. Goods exchanged must be in original condition with the label remain attached, original packaging box and invoice.
You can track the status of your product in an order online at MASARISHOP.COM. Signed in and click on Orders to check the status of your most recent order and your order history. Click on View Order that you would like to track and a detailed information of your product status will be displayed.
A tracking number is also located on the confirmation email that we sent you once your order is confirmed. For courier services, you can click on the tracking number or go to WWW.PORTER.ID and insert the tracking number to see your status. For ‘pick up in store’ services, wait for instructions sent via email once your order can be picked up in your designated store.
- Order Processed : Checking Availability
- Order On Hold
- Order Delivery - "Shipped"
- Order Delivery : Closed
Once you have submitted your order and your payment has been received, you will get an confirmation email from MASARISHOP.COM. Your order will be immediately sent to our merchants & warehouse and to be processed & packed for shipment.
This status means we will be taking longer than usual to process your order, check the stock availability and inform you. This status also means if the product is PRE-ORDERED, in which case the order is being processed by our supplier/designer and will be shipped on the estimated delivery written on the product page.
Your order is on your way!
This means any disputes concerning your order, returns and exchanges have been resolved.
CUSTOMER SERVICE & PRIVACY
You can ask us about any issues with your order, assist with purchase, need style advice, have some complaints or anything else at the below information:
Office Address: MASARISHOP.COM
Menara Batavia Lt. 19
Jl. KH Mas Mansyur Kav 126
Jakarta Pusat 10220
- Phone or Whatsapp: +62 878 7799 9898 (Mon-Fri 9.00 AM – 6.00 PM)
- Email: firstname.lastname@example.org
- When setting your password, it must be at least 6 characters and contain at least one uppercase letter and a number. The longer your password is, the more secure it is.
- Use a unique password on MASARISHOP.COM. Using a unique password will ensure that if your password is disclosed on another website, it cannot be used on MASARISHOP.COM.
- Do not use the same password for your email accounts as you do on sites like MASARISHOP.COM.
- Change your password periodically. While we do not require users to change passwords after a period of time, it is recommended to update your password periodically.
- Change your password if you suspect that any of your accounts you use online on any website has been compromised.