FAQs

Is it safe to shop from your site? 

The health and safety of our customers, employees and the community remains our top priority. We are maintaining the highest standards of health and hygiene at all points of our operations and at our physical stores. All locations are sanitized and disinfected frequently and our staffs are equipped with the appropriate PPE, masks, gloves and sanitizer.

We are also limiting the number of essential workers at each of our locations and for this we ask for your understanding should delays in order processing and shipping occur. Due to the current PPKM restrictions, some orders may be shipped after the scheduled PPKM end date 20 July 2021. 

Depending on the status of your order, it may be possible to cancel your order. Please note, we’re unable to combine or add an item to existing orders.

If you need to make any amendments to your purchase, please call our Customer Care team as soon as possible and we’ll see what we can do.

ALL SALE ITEMS ARE FINAL SALE. No Returns will be accepted for sale items. Exchanges may be accepted for the same item in a different size/ color and are subjected to availability of the size and color requested. If the requested size/ color is unavailable, store credits will be given in place of the exchanged item.

HOLIDAY SHIPPING INFO: Orders placed from December 24, 2021 to January 2, 2022 will be processed and shipped from January 3, 2022. 

Orders made before 2 p.m on Monday to Friday are processed on the same day. Orders made after this time will be processed the next day. Orders made on Saturday, Sunday and on Public Holidays will be processed on the next available working day. Please expect delays in shipping and processing times. If you need additional information about this please contact us at [email protected].

In most cases, refunds will be made via the same payment method used to make the purchase. Payments made via Virtual Account shall be made via bank transfer. Please allow 1-2 weeks for refunds to be transferred into your accounts. Credit Card refunds may take up to 2 weeks to show on your account due to varying processing times between payment providers. If you have not received a refund in your account after more than 14 days, please contact your bank. Customs duties and sales taxes are non-refundable.

ALL SALE ITEMS ARE FINAL SALE. No Refunds will be accepted for sale items. 

ALL SALE ITEMS ARE FINAL SALE. No Returns will be accepted for sale items. Exchanges may be accepted for the same item in a different size/ color and are subjected to availability of the size and color requested. If the requested size/ color is unavailable, store credits will be given in place of the exchanged item.

Regular priced items maybe returned with the following conditions:

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the Jade Jakarta and designer tags attached to them (if applicable). This includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances:

the product(s) have been used, worn, damaged or washed;
the designer and Jade Jakarta tag are not attached to the product(s) or have not been returned. Please note that the Jade Jakarta and designer tags constitute an integral part of each product; and/or
you have not returned any packaging which is considered an integral part of a product (such as a dust bag).

Any free gift included with the purchase must be returned unopened, in perfect resellable condition. You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

Please read our full Delivery and Returns Policy or contact our customer team at [email protected]

You can shop without creating an account. However, when you register an account with us, you’ll be able to enjoy the following benefits:

• Enjoy a 20% off your first purchase for VIP members
• VIP members get early access to our Bi-annual sales
• Track your current orders and view past purchases
• Request an exchange or return directly from your account
• Save pieces you love on to your Wish List
• Save your address and card details so you can shop even quicker Be notified of sales and promotions

All Jade Jakarta orders will be packed securely by our warehouse team with all the necessary packing material to ensure your product reaches to you safely. Each package is handled with utmost care but once it leaves our warehouse, its journey is out of our hands.

Please note that the outbox is used to protect the actual product and as such we do not offer an exchange or refund for damages that may occur to the outbox during delivery.

All claims for exchanges of damaged items must include an unboxing video proof to be sent to [email protected] or our Whatsapp +62 818 727 159. Jade Jakarta reserves the rights to reject any claims that do not meet these terms.

We do not hold items. Please note that adding an item to your cart does not mean the item is reserved. Orders are only processed once payment is made and approved on our end.

Please expect more website traffic than usual during our sale period. We recommend that you checkout immediately after checking the details in your cart as the items may sell out quickly.

Simply get in touch with us by emailing [email protected] or messaging us on Whatsapp +62 818 727 159. When you get in touch with us, please provide your order number, an unboxing video proof and photographs of the box and item.
Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty. Jade Jakarta reserves the rights to reject any claims that do not meet these terms.

ALL SALE ITEMS ARE FINAL SALE. No Returns will be accepted for sale items. Exchanges may be accepted for the same item in a different size/ color and are subjected to availability of the size and color requested. If the requested size/ color is unavailable, store credits will be given in place of the exchanged item.