Support & Frequently Asked Questions (FAQ)
Operated by: PT. Perusahaan Perdagangan Online
Website: https://www.ebalinese.com
Order & Payment
Q: How do I place an order at eBalinese?
A: Simply browse our collections, choose your favorite item, add to cart, and proceed to checkout. You’ll receive an email confirmation once your order is completed.
Q: What payment methods do you accept?
A: We accept major payment methods including virtual accounts and QRIS via our payment partner TriPay.
Q: Can I change or cancel my order?
A: You can request a change or cancellation within 2 hours after placing the order by contacting us at hello@madeinasean.com. After this time frame, we cannot guarantee changes as the item may have already been processed.
Shipping & Delivery
Q: Do you ship internationally?
A: Yes! We ship across Indonesia and internationally. Delivery fees and times may vary based on destination.
Q: How long does shipping take?
- Domestic: 1–5 business days
- International: 7–15 business days (depending on customs and destination)
Q: How can I track my order?
A: Once your order is shipped, we’ll send you a tracking number via email. You can also track orders from your account dashboard.
Returns & Refunds
Q: What’s your return policy?
A: We accept returns within 30 days of purchase if the item is unused, in original condition and packaging (excluding personal and perishable items).
Q: How do I request a refund?
A: Email us at hello@madeinasean.com with your order number and reason for return. Once we receive and inspect the item, we’ll process your refund.
Q: Are shipping costs refundable?
A: Unfortunately, shipping fees are non-refundable unless the return is due to our error or a defective product.
Gifts & Custom Orders
Q: Can I send an order as a gift?
A: Absolutely! During checkout, mark your order as a gift and leave a personalized message — we’ll handle the rest beautifully.
Q: Do you accept bulk or custom gift orders?
A: Yes, we do! For corporate hampers, event souvenirs, or custom requests, contact us via email or WhatsApp for a personalized quotation.
Products & Availability
Q: Are all items handmade?
A: Most of our products are handcrafted by artisans in Bali, with love and care. Please check the product description for specific details.
Q: An item I love is sold out. Will it restock?
A: Some products are limited-edition or seasonal. You can join the waitlist or contact us to see if restocks are planned.
Account & Membership
Q: Do I need an account to place an order?
A: No, you can check out as a guest. But having an account lets you track orders and save your details for next time.
Contact & Customer Service
Q: How can I contact customer service?
A: Email us anytime at hello@ebalinese.com or reach out via WhatsApp +62 812 2699 0699 during business hours. We’ll respond within 24 hours.
Q: What are your customer support hours?
A: Monday to Saturday, 09:00 – 17:00 (GMT+8, Bali Time)