FAQ



GENERAL QUESTIONS


  • 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, MASTERCARD) or have an internet banking account with one of the banks enabled on our payment gateway.
We take extreme care to not spam our customer's mail boxes. However, due to personal settings sometimes our emails may land in your spam / junk mail folder. You will need to add MASARISHOP mail ID info@masarishop.com into your trusted sender list.
  • 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.
  • 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.
Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Cart’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact customer care at info@masarishop.com, phone or Whatsapp at +62 878 7799 9898 — available Monday – Friday, 9 AM to 6 PM
Yes — call us with details of the item you wish to purchase and your billing information and we will process your order. Customer Care is available on +62 878 7799 9898 — available Monday – Friday, 9 AM to 6 PM
If you know exactly what you are looking for, you can search our online store by product category under the Shop menu, or by designer under the Brands menu. Once you have selected your desired category or designer, you can filter the listings further using the options on the left of the page. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a web code, if you know it.
Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is greyed out in the rollover, or marked as sold out in the drop-down on the product page, this means the item is out of stock in that size. Items that are not yet in stock may be marked Coming Soon: add these items to your wishlist and you will receive an email when they land. Alternatively, you can inform us of your interest by contacting Customer Care on +62 878 7799 9898 — available Monday – Friday, 9 AM to 6 PM.
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.
After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved and the bank transfer have been verified, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable from our warehouse, we will try our best to locate them from our MASARI stores. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.
Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the MASARISHOP.COM terms and conditions statement. In order to register as a user of MASARISHOP.COM, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. If you do not wish to receive such emails, please update your account preferences by clicking on 'My Account' and un tick the Newsletter Subscription box. In order to process credit-card orders online we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We will only use your billing and credit-card information to process your order and inform you of its delivery. Please note that MASARISHOP.COM does not keep any of your details on the MASARISHOP.COM website, and therefore these details are protected from any breach of security on the MASARISHOP.COM website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability, and will not be shared with any outside parties.
In order to keep your MASARISHOP.COM account safe, we recommend you follow the simple steps below.
  • 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.
To protect your account, if you do not log in to your MASARISHOP.COM account for one year, or if there are 10 failed log-in attempts, it will be locked. When you next try to log in, you will see a message informing you that your account has been locked and giving you simple instructions on how to unlock it. You can unlock your account by using the 'forgotten password' facility.


MERCHANDISE RELATED QUERIES


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.

We have provided product images from every angle with and without model to provide you with the most detailed picture of the model. However we cannot guarantee the accuracy of the colors shown are exactly the same with the original products because of the settings of your display screen. If you need more accurate and detailed image of any product to help with your decision, please contact us directly.

We sell apparel, accessories, beauty and lifestyle products for men and women, both local and international brands.

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 info@masarishop.com so we can arrange for the product to be featured on our online site for your purchase, depending on availability and demand.

All branded products usually have standard sizes, and we provide sizing chart and information on each product pages.

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.



PAYMENT RELATED QUERIES


Currently we accept VISA, MASTERCARD, BCA VIRTUAL ACCOUNT, PERMATA VIRTUAL ACCOUNT, MANDIRI BILL PAYMENT 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.

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.

We do not store your complete credit card information on our website, and hence this cannot be compromised on our website. If you suspect that your card has been compromised on some other website and has been misused on our website, please immediately report the incident to your card issuing bank Please also refer our privacy policy, which mentions that we do not collect or store your complete credit card information, and this is securely transmitted directly to the Bank's payment gateway.

Sorry, as of now we do not offer such facility.

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.



REGISTRATION RELATED QUERIES


  • 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.

Please refer to our Privacy Policy

No, registration on MASARISHOP.COM is absolutely free

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

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

You can reset your password through login page. Go to login page, click on the reset password link. An email will be sent with reset password instructions.We can help you retrieve your password. Please contact our customer service for this.

You can change your password in the My Account section

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 info@masarishop.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



SHIPPING


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.

No, we currently ship throughout Indonesia only. We will update you once we open an international channel