🛒 PLACING ORDERS
Q1: How do I place an order on your website?
A: Simply browse our collection, select your desired items, choose the size/color if applicable, and click “Add to Cart.” Once you’ve added all items, proceed to checkout where you’ll provide shipping details, select a shipping method, and complete your payment.
Q2: Do I need to create an account to place an order?
A: No, you can check out as a guest. However, creating a free account offers several benefits:
Faster checkout for future purchases (saved address and payment details)
Easy access to your complete order history and tracking
Ability to save items to your wishlist
Exclusive access to member-only promotions and early sales notifications
Q3: How can I modify or cancel my order?
A: We process orders quickly to ensure fast delivery. If you need to make changes (size, address, items) or cancel, please contact our Customer Service team immediately at support@havo.co.id with your order number. We will attempt to accommodate your request if your order has not yet entered the packaging/shipping phase. Unfortunately, we cannot guarantee changes or cancellations once an order is being processed.
Q4: Is my payment secure?
A: Absolutely. We use industry-standard SSL (Secure Socket Layer) encryption technology to protect all your personal and payment information during transmission. We do not store your full credit card details on our servers. All transactions are processed through secure, PCI-DSS compliant payment gateways.
Q5: Which payment methods do you accept?
A: We accept a wide range of payment options for your convenience:
Credit/Debit Cards: Visa, Mastercard, American Express
Digital Wallets & Bank Transfers: Payments via secure Indonesian providers.
Cash on Delivery (COD): Available for select regions in Indonesia. This option will be displayed at checkout if eligible for your address.
Q6: Will I receive an order confirmation?
A: Yes, immediately after your order is successfully placed, you will receive an automated email confirmation to the address you provided. Please check your spam/junk folder if you don’t see it in your inbox. This email contains your order number, a summary of items, and the order total.
📦 SHIPPING & DELIVERY
Q7: What shipping methods are available?
A: We partner with multiple reliable logistics providers to offer flexible shipping options. The specific carriers and methods available are calculated in real-time at checkout based on your delivery address. Options typically include:
Standard Shipping: Our most economical option.
Express Shipping: Faster delivery, usually via premium couriers.
Instant/Same-Day Delivery: Available for major metropolitan areas in Indonesia (e.g., Jakarta, Surabaya, Bandung) through our partner delivery services.
Q8: How long will it take to get my package?
A: Delivery times vary based on your location and the shipping method selected:
Within Indonesia (Java): 3-7 business days for Standard Shipping, 1-2 business days for Express.
Within Indonesia (Outside Java): 5-10 business days for Standard Shipping, 2-4 business days for Express.
International Shipments: Delivery times vary significantly by destination (typically 7-20 business days). An estimated delivery timeframe will be shown before you complete your purchase.
Please note: The above timelines are estimates and begin once the order has been processed and handed to the courier. Delivery may be affected by factors outside our control, such as customs clearance (for international orders), weather, or courier delays.
Q9: Where do you ship from and to?
A: We ship domestically across all of Indonesia and internationally to many countries worldwide. During checkout, you can enter your address to confirm serviceability. Please note that international customers are responsible for any applicable customs duties, taxes, or import fees levied by their country, which are not included in the product or shipping cost.
Q10: How much does shipping cost?
A: Shipping costs are calculated dynamically based on your delivery address, the total weight of your order, and the shipping speed you select. You will see the exact shipping cost before you finalize your payment. We also periodically offer free shipping promotions on orders meeting a minimum spend—look for banners on our website!
📍 TRACKING & ORDER STATUS
Q11: How do I track my order?
A: Once your order has been packed and shipped from our warehouse, you will receive a shipping confirmation email. This email will contain your tracking number and a direct link to the courier’s tracking page. You can also log into your account on our website and view the status of all your orders under “My Orders.”
Q12: My tracking status hasn’t updated for a few days. What should I do?
A: It’s normal for tracking information to take 24-48 hours to update in the courier’s system after the shipping label is created. If there is no movement after several days, we recommend:
1. Checking the tracking directly on the courier’s official website using the provided number.
2. Allowing an extra 1-2 days, as scans can sometimes be delayed.
3. If there is still no update, contact our Customer Service with your order number, and we will investigate with the courier on your behalf.
Q13: What does my order status mean?
A:
Processing: Your order has been received and is being prepared for shipment.
Shipped: Your order has been handed to the courier. A tracking number is available.
Out for Delivery: Your package is on the delivery vehicle and will arrive soon.
Delivered: The package has been delivered to the provided address.
↩️ RETURNS, EXCHANGES & REFUNDS
Q14: What is your return and exchange policy?
A: We want you to love your HAVO items. Our policy covers unworn, unwashed items with original tags attached, returned within 14 days of delivery. The item must be in its original packaging. For hygiene reasons, certain items (like underwear) may be final sale unless defective.
Q15: How do I start a return or exchange?
A:
1. Log into your account and go to “My Orders.”
2. Select the order and item you wish to return/exchange.
3. Follow the prompts to select a reason and choose between a refund or exchange.
4. You will receive a Return Authorization and instructions. Please do not ship an item back without this authorization.
Q16: How long does a refund take?
A: Once we receive and inspect your return (typically within 5-7 business days), we will process your refund. The time for the funds to appear in your original payment method depends on your bank or payment provider:
Credit Card Refunds: 5-10 business days.
E-Wallet/Bank Transfer Refunds: 1-3 business days.
You will receive an email notification once the refund has been issued.
🎁 PRODUCT INFORMATION & CARE
Q17: Where can I find size charts?
A: Detailed size charts for all apparel categories (tops, bottoms, dresses) are available on each product page. Please refer to these measurements for the best fit, as sizing can vary between styles. We recommend measuring a similar, well-fitting garment you own for comparison.
Q18: How do I care for my HAVO products?
A: Care instructions are listed on the garment’s label. General recommendations include washing in cold water, using mild detergent, avoiding bleach, and air-drying or tumble drying on low heat to maintain fabric quality and shape.
💬 CONTACT & SUPPORT
Q19: How can I contact Customer Service?
A: Our friendly support team is here to help! You can reach us via:
Email: support@havo.co.id (We aim to reply within 24 hours on business days)
Contact Form: Available on the “Contact Us” page of our website.
Social Media: Send us a direct message on Instagram @pintarteknik (Response times may vary).
Q20: What information should I provide when contacting support?
A: To help us assist you quickly, please include your order number (e.g., #HAVO12345) and a detailed description of your question or issue. If you’re reporting a problem, attaching photos can be very helpful.
