FAQ
FAQ
Q: Can I request a birthday card / message for my orders?
A: You can have a free birthday card with messages written if you only already write it on notes while checking out your orders.
Q: How to choose the correct size?
A: Please measure the size according the size chart we attached / written in product description. The size written may have slight differences for we did the measurement manually.
Q: What if I received product with different colors with the product photos?
A: You can exchange your item if you received wrong color item by attaching full unboxing video. Note that there's might slight differences in color of product you received with the product photos affected by lightning and screen display differences.
Q: Can I return or exchange my items?
A: We don't receive any return or exchange if the product sent is correct according the order.
Q: Can I return or exchange wrong / defect items?
A: We only accept complaint with full unboxing video attached maximum in 3 days after the orders received.
ORDER
Q: Why my orders are cancelled?
A: Your order will be cancelled automatically if it passes the maximum payment time of 24 hours.
Q: Why is my order status still Pending?
A: As we check manual bank transfer payment manually, we usually check our account during business days from Monday to Friday (9am-5pm). Please allow at least 12 Hours within a working day for any payment confirmation.
Any transfers done during the weekend or after hours will only be processed on the next working day.
Q: Where do I receive my order confirmation?
A: After you placed your order, you will receive an email confirmation. Please contact us if you don't receive it. You can also check your order status by signing into your account on our website.
PAYMENT
Q: What payment do you receive?
A: You can complete your payment with 3 methods : Gopay, Visa & Mastercard Credit/Debit Card, and Shopee Pay.
Q: How long do I have to make ATM bank transfer payment and ATM banking payments?
A: You have up to 24 hours for manual payment and up to 6 hours for virtual account payments or your orders will be automatically cancelled.
Q: Do I have to make payment confirmation?
A: Payment confirmation only needed for orders with bank transfer. Please email your transfer receipt to info@lolliestories.com.
SHIPPING
Q: Where are the shipping from?
A: We ship from Cimahi, Indonesia.
Q: What shipping company do you use?
A: For order through website, your orders will automatically shipped using JNT-EZ.
Q: Which days you are shipping?
A: Orders usually processed and shipped on business days (Monday-Friday). Orders with payment before 4 PM will be processed in the same day. Orders with payment later than 4 PM will be processed on the next day within business days.
Q: How long does the shipment take?
A: Usually, order takes 2-5 work days to shipped to your destination. For more complete information, you can check https://jet.co.id/
Q: Can I track my orders?
A: Tracking number will be sent to your email within 24 hours after shipment and could be checked on https://jet.co.id/
Q: What happens if I lost my order during shipment?
A: Lolliestory is not responsible for the risk of merchandise loss after JNT processes the delivery .Lolliestory is not responsible if JNT can’t deliver the package in time for the following reasons: incomplete/misspelled address or no recipient at the address.
Please contact JNT customer service to resolve the shipping problem.