How long will it take to ship my order?
Your Order will be delivered every Monday to Friday, from 09.00 – 17.00.
Shipping normally will be processed 1-3 working days from the receiving of payment confirmation, OKE, REG and YES shipping from web purchases will be processed the same way. Currently EIWA only handle shipping throughout Indonesia, in partnership with JNE.
After we ship your order, we’ll give you your JNE Airwaybill number upon request and you may track your order, by enter your JNE Aiwaybill number at JNE’s webpage (http://www.jne.co.id)
How long will it take for my order to arrive?
Depending on where you are in Indonesia and the carrier service of your choice, shipping time varies below:
JNE OKE : 5-9 days
JNE REG : 3-7 days
JNE YES : 1-3 days
Why is the shipping cost expensive? I would like to use GOJEK or other pick-up service for my order.
Shipping cost depends on two things: the product’s volumetric weight, and shipping destination, as a rule of thumb, the farther you are from our based (Makassar), the higher the cost. We do offer a couple of slightly cheaper shipping alternatives: TIKI, and Pos Indonesia, or EMS for international order. Please line us @eiwaonline or WhatsApp +6289687171323 for assistance or more info on these alternative shipping carriers.
What Payment Methods Are Accepted?
We accept Bank Transfers, Credit Card (Visa & Mastercard), Mandiri E-Cash and PayPal. For more details please visit our Terms & Conditions page.
My order status hasn’t changed in the last 24 hours.
If you made payment confirmation after 5 pm on Friday, your order status will unlikely to change because our office is closed on weekends (and general public holiday). Our office hours is on Monday – Friday, starts from 9 AM to 5 PM. If your status hasn’t changed in 24 hours after you have made payment confirmation, please contact us via email: firstname.lastname@example.org or through Line @eiwaonline / WA +62 8968 7171 323
Will you be getting more stock?
We do our best to get re stock in popular items however, due to the limited or handmade and made to order nature of some of the products we stock, this is not always possible. Furthermore, we like to offer new product regularly which means we don’t tend to re-stock a lot of our items.
What does it mean when an item is on Back-Order?
Popular items may sell out quickly and temporarily be on back order. This means that the items are currently out of stock but that there are productions on their way to re-stock our warehouses. Ordering an item that is currently on back order is a worry-free way to ensure that you will be first in line for the new inventory and that the item which you ordered will be sent out to you as soon as we receive it!
- Items you order in addition to the back ordered item will be held back.
- The back ordered items in any order will automatically ship out as soon as we receive the item in the order which they were placed.
- You will be notified via a shipment confirmation email (and a tracking number) once your back ordered items have shipped. You will not need to contact customer support, or do anything to follow up on the back ordered item. We will take care of it for you from here on out!
- We will do our best to estimate when back ordered items are expected to ship, and post this information on the website. This is only an estimation, subject to change, and shipping dates are not guaranteed.
- This thing is only for you who’s willing to wait <3
The item I bought is now in sale, can I get the difference refunded?
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.
How do I order?
- BROWSE AND SELECT A PRODUCT: From home page, click category you desired, then you can browse and view for the detail of product.
- ADD TO CART: Choose your product and quantity, then click ‘Add to Cart’. After that, you can directly proceed to ‘Checkout’ or continue to shop if you want to look another product.
- SIGN IN / CREATE NEW ACCOUNT / CHECKOUT AS GUEST: Review your order and fill in your personal details or just log in /sign in to your account if you want a better shopping experience.
- SHIPPING METHOD & PLACE ORDER: Review your address and order. If they are correct, then you can choose your preferred shipping method. click ‘Place Order’ to finalize your order.
- EMAIL CONFIRMATION & PAYMENT: You will receive an email confirmation of your order and you are required to make the payment within the time limit, otherwise your order will be cancelled.
- DONE! Thank you for your purchase. Let us do the rest.
Alternatively, you can contact a member of our customer service team on WhatsApp +62 8968 7171 323 or Line@ : @eiwaonline
How do I know if my order was successful?
- Successfully placed orders will receive an e-mail confirmation with your order details. If you do not receive an email, please check your spam filter or contact us for confirmation.
- Please log in to your account to view your recent order history, status, and tracking information.
- If you need any assistance with your order, please contact us immediately via email. We will not be able to make changes to your order after your order has shipped.
Can I change or cancel my order?
Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us. Please be 100% sure that you are confirming the purchase to be fair to all customers. Once payment is received, we cannot cancel your order as it has already been processed.
Can I exchange or return/exchange/refund my purchase?
We only received return If the item you received is not what you ordered (wrong item), you can either return your order for a full refund or exchange it for something else. You can return or exchange your purchase for up to 7 days from the purchase date. Returned or exchanged products must be in the condition you received them and in the original box and/or packaging. We don’t do return and refund/cancellations, if the reason is about size, colors, or conditions.
Can you confirm you have received my return?
We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email email@example.com, or phone on +622127515175.
How long will it be before I get a refund?
We aim to process returns within 2 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.
How long will it be before I get an exchange?
We aim to process returns within 2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.
Who pays for return postage?
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.