Refund & Exchange Policy
At OE, your satisfaction is our first priority. We stand behind the quality of our products and will make things right if you are not satisfied with your purchase. We believe that we can work together with our customers to make every purchase a positive experience. Our shipments are carefully inspected before leaving our warehouse. But in the event you received faulty item, simply follow the instructions below.
Important thing to note is that we will not entertain any exchange/refund at boutique if you order online without informing our online team first
In order to protect between us and you as a customer, we have included a box when checkout for you to accept our terms and conditions of any use at this website. Customer is agreed with all tnc after payment is made.
For more information please read more below.
- All Sales are Final.
- No cash refund except for no-stock item(s) & Defect items.
- Refund process will take within 7 business days.
- No refund on issue for example on situations : change of mind or just don’t like the item. But, we are willing to help on you on exchange within the same collection/ sizes.
- No cash refund on not suitable, not match, change mind situation
- All SALE and promotional-priced items are non-returnable, non-refundable and non-exchangeable.
- Since our item are all handmade, there are maybe 1%-5% imperfect on fabric side not noticeable
- Customers can return damaged/wrong/faulty items (apart from sale items) within 7 days of receipt date for a exhange of that item. Any lateness will not be entertained and item(s) will be returned back to the customers.
- Orders cannot be cancelled once it is being processed. No refunds and cancellation will be entertained.
- In all cases, the items returned must be in their original condition, UNWORN, UNALTERED, UNWASHED, UN-IRONED with all the tags and the original packaging. The goods will be inspected once received.
- The goods are customer’s responsibility until they have reached our warehouse. Please ensure to package your returned items properly in order to avoid damages. This include the boxes, packaging and tags. Sugarscarf is not responsible for any items that are returned with damage.
- Shipping charges are to be borne by the sender
- OE will not be responsible on missing parcel / lateness / return back due to third party delivery partner. However we will help you on the process to track and enquire on your parcel.
- OE recommends you use a postal service that insures you for the value of the goods you are returning and obtain a proof of posting.
What if I received a damaged?
( this term not including SALE ITEM , as-is or any item we already mentioned there is minimal defect in product details )
Firstly, we apologise if the products received was damaged.
1.Please chat us on whatsapp using the contact us form or email us at email@example.com as soon as possible.
2. Replacement must be informed as soon as possible within 3 days after receiving.
3. NO REFUND. Only exchange, this is to avoid worn item returns and want a money back.
4. Customer can request for an exchange with any of the items available only with same value or higher.
5. Customer needs to send a picture of the faulty items. Upon receiving the item, inspection will be made.
I’m not happy with my purchase, can I return and exchange it?
( not applicable on sale item)
We apologise if the products received was not satisfactory. Yes, you may return it for an exchange with other product. No monetary refund and sales items are not eligible for this term.
Issue on color resolution / pattern
We have made every effort to display, as accurately as possible, the colors of our products that appear on our website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor’s display of any colour will be accurate.
Please note that color difference may occur due to natural coloring. Also, that pattern variations may occur due to handmade process.
We work with different human beings who use traditional and handmade process to finish our fabrics (Tenun and Batik). Thus, the fabric’s color can turn out a little bit different from one another. Quoting from one of craftsmen, “That doesn’t mean it’s imperfect, it means each kain is unique.”
* Currently there is no return policy for ‘change of mind’ situation.
* Exchanging with a different product is possible, if the stock available
* Size is stated. If the purchased item does not fit, contact our customer service for free adjustment
* Sale items are not eligible for returns, exchanges or refunds.
We offer a flexible return policy to make your online shopping experience a pleasant one. We do monitor the number of returns made by our customers, and continued returns will be flagged and potentially lead to the suspension of your OE account.
We accept free shipping all over Indonesia for orders above IDR 300,000. The regular free shipping takes up to 2-3 days to arrive at your address.