SHIPPING INFORMATION

STORE PICK-UP SERVICES

For customers in JABODETABEK area, we offer free pick-up service at one of our stores in Masari Plaza Indonesia, Masari Senayan City, Masari Pondok Indah Mall II, Petit Bateau Pondok Indah Mall II and Masari Plaza Indonesia (see Store Locator for more information).

Simply click on ‘pick up in store’ upon check out and payment; select which store you would like to pick up and your goods will be delivered to you upon payment, in 2 (two) business days. You will need to bring an ID and either printed or electronic receipt that is sent to your email during pick up. Goods must be paid before being picked up. The address and contact number of the pick-up area will be written on the electronic receipt.

When the ‘shipped’ email is sent, please carefully read the instructions on what time you can pick up the goods. Some times our courier will take a moment to reach the designated store and drop the goods. You may contact the designated store to ask if your order has arrived.

STANDARD SHIPPING

To fulfill your orders we have partnered with our trusted courier third party delivery services. Shipping costs will be charged to the customer. Shipping process inside Indonesia will generally take around 2-15 working days, and between 24-48 hours if you live in JABODETABEK area. However the delivery time will depend on location, weather and nature condition. You can track the delivery progress on the website, using the Tracking Order menu, or on your confirmation email with the tracking number provided to track shipment.

The shipping rate will be calculated online based on the submitted address and our third party courier service rate.

The shipping charges are as follows:

• Jakarta area starting from IDR 9,000, within 1-2 business days
• Jawa + Bali area starting from IDR 11.000, within 2-4 business days
• Sumatra area starting from IDR 19.000, within 3-5 business days
• Kalimantan area starting from IDR 26.000 within 3-5 business days
• Others starting from IDR 30.000, up to 10 working days

Please contact us before purchasing if you would prefer to use expedited / express shipment.

Shipping cost is calculated by the distance, remote area, and weigh/dimension of your package. You may also choose to have insurance cover for your package at an additional price. From time to time we will offer Free Shipping, in this case all shipment are free of charge excluding the insurance.

Shipment needs to be signed by the receiver or proxy of the homeowner. Someone needs to be present during delivery time. If no one is present or if the address is wrong, the delivery courier will make several more attempts to deliver the package, or they will return it to MASARISHOP.COM, and further re-delivery charges will occur.

Shipping cost will be calculated automatically by system upon check out process, including insurance fees. You can review before confirming and proceed to payment process.

From time to time we will give free shipping for limited periods of time, please keep updated by signing up on our mailing list.

Order status : PROCESSED, means we receive your order and are preparing it to be sent to the courier.

Order status : ON HOLD, means we receive your order but due to some circumstances we hold your order until shipment can be processed, in this case a delay will occur. We will notify you in case this happens.

Order status : SHIPPED, means your order is being sent by the courier and will arrive at your destination and the allocated time.

Orders will be processed on working days, Monday – Friday 09.00 – 16.00 WIB within 1-2 days after we have received the payment. Order cut off time is 14.00 every working day. Orders received after 14.00 will be processed the following working day

INTERNATIONAL SHIPPING

Currently we offer official international shipment to SINGAPORE and MALAYSIA only. We use FedEx International Priority for shipping outside of Indonesia. 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.

Rest of the world is required to transact manually by contacting our customer service on info@masarishop.com, and all sales are FINAL for this order.

Please note: Due to the current COVID-19 pandemic please allow for extra processing and shipping time. Processing time may take up to 5 business days before shipping. We thank you for your patience and understanding.

All orders are to be paid in Indonesian Rupiah.

Unfortunately, these goods and brands are not available to be shipped outside of Indonesia: liquid items including beauty and skincare, candles, fragrances, electronics, Petit Bateau, Under Armour.

All orders ship from Jakarta, Indonesia. Shipping costs are non-refundable.
Insurance costs are optional. We highly recommend that you opt to include insurance cost if your purchase exceeds IDR 8.000.000 in total value.

Please read and accept the Customs Policy below before you place your order. Shipping time estimations do not include any time possibly spent in customs.

Customs Policy:

Payment of any duty and import tax is the responsibility of the recipient which are collected at the time of delivery. These charges are not included in the total at checkout. They are determined by the customs agency in the destination country and beyond our control. We are not able to estimate these fees as they vary from country to country. The best way to calculate the costs is by contacting your local carrier/customs office.

If the recipient refuses delivery of their order due to a customs charge your package will be considered abandoned and disposed of by the shipping carrier and therefore, your order is not eligible for a refund.
The customer is responsible for paying for shipping costs for returning any item/s. shipping costs are non-refundable. Once an order ships and is in transit it is not possible to cancel the order.

LOST PACKAGES:

Unfortunately, we are not responsible for packages that may become lost in transit. It is the responsibility of the receiver to locate packages. We will, however, do everything in our power to assist you.  We highly suggest you select a delivery address you trust and preferably one where someone is able to receive and sign for the package.

For further questions contact us at info@masarishop.com.
Thank you!