You will know your payment has been successful if you receive an instant order confirmation email detailing your order. Once your order is packed and dispatched, we will send you another email with a unique tracking number and a link to the courier website where you can track the delivery of your order to your door.
After placing an order we are generally unable to make any changes to your order, however you can contact our Whatsapp customer service team on +62877262772 and our team will review your request and cancel your order when it’s possible.
We can generally make changes to the billing address, delivery address and contact number on your order if we receive a request to do so prior to shipping your order. Unfortunately, we are unable to edit the item, size, color or quantity of an item or items on your order.
A lot of our products sell out really quickly and occasionally the availability of a product can be limited. We try our best to track down all items on an order, however on occasion we are unable to do this, hence we will refund the money back to your account.
While we make every effort to ensure that each item on our website is labeled just right and we ship it to you correctly, every now and then we get it wrong. If you have received an item different to the one you ordered, please contact our Customer Service team on +62877262772 and they will be more than happy to resolve this for you.
You should receive an order confirmation email as soon as your payment is successfully received. If you do not see your confirmation email in your inbox within a few hours of placing your order and it is also not in your junk mail folder, please contact our customer service team on Whatsapp +62877262772
• Bank Transfer – BCA account • Virtual Account (BNI, Mandiri, Permata Bank) • Credit Card • OVO • Dana • QRIS
If you place your order before 2 pm Monday to Friday, we will ship it the same day. We use JNE, J&T and SiCepat couriers and you should expect your delivery within 1-3 business days after it is shipped (please see on the couriers website for the tracking details of this service).
If your order gets lost we will happily open an investigation with your chosen courier on your behalf. The courier will let us know the status of delivery after they have contacted their Parcel Distribution Centre and the driver who was allocated delivery of your package. To open an investigation please contact our Customer Service team via Whatsapp +62877262772 or please email us to email@example.com
Yes! We offer international shipping with DHL. Pease note, prices do not include relevant custom and import duties and/or other taxes that you may be charged. The approximate time for delivery for international orders is 1-7 business days.
RETURN AND REFUND
• You must show us the proof of purchase (receipt or order confirmation) and payment transaction to us. • We only accept returns and exchanges within 3 days after you received the items, please contact us via Whatsapp +62877262772 to proceed with the return process. • Returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers still attached. We can either give you a full refund on the item(s), or exchange them for another style, size or colour that you may prefer. We will refuse returns of items where it's obvious that the above conditions have not been met.
Orders placed online will be refunded the way you made the purchase and a confirmation of the refund will be sent to the email address associated with your order once it has been processed. All returns to our online warehouse will be processed within 24-48 hours of receipt where possible. If you used a credit card, the funds will be credited back to your credit card within 1-5 business days, depending on your financial institution (on occasion a refund can take up to 10 business days to appear in your account).
No, we do not process any sales item for return or exchange.
At Utara studio we aim to provide you with quality products and service at all times. If you believe an item purchased is not of acceptable quality, the best thing to do is to take video when you unboxing the package and a picture of the faulty items. Please contact our customer service immediately through our Whatsapp +62877262772 or email us at firstname.lastname@example.org
We are so sorry if you have received an incorrect item in your order, let us know straight away by contacting our Customer Care team via Whatsapp. We aim to reply to you within 24hrs.