FAQ



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.
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.
  • 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
  • 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.

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



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 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.

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 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.

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.

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.

We have partnered with several Indonesian banking companies to provide you with 0% installment from 3-12 months.

  • BCA
  • 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: masarishop.com/bca and masarishop.com/permatabank.html



ORDERS, REFUNDS & EXCHANGES


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 5 PM. You can also look at our ‘How to Shop’ page for more information.
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 refer to our Shipping page for more information.
Please refer to our Returns & Exchanges page for this.
An order is processed as soon as possible. If you have not made your payment and would like to cancel your order, please notify MASARISHOP.COM as soon as possible. If your payment is processed and you would like to cancel/change your order, please contact MASARISHOP.COM and we will try our best.


SHIPMENT


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

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.

Status :

  • Order Processed : Checking Availability
  • 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.

  • Order On Hold
  • 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.

  • Order Delivery - "Shipped"
  • Your order is on your way!

    • Order Delivery : Closed
    • 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
    Indonesia

  • Phone or Whatsapp: +62 878 7799 9898 (Mon-Fri 9.00 AM – 6.00 PM)
  • Email: info@masarishop.com
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 untick 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. Please refer to our Terms & Conditions and Privacy Policy page for more information.
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.