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FAQ

ORDERING

Can I order a customized and/or personalized item?

Yes you can. Almost all of our products are customized, and handmade. Each of it can be designed and packaged uniquely for each client. The price may vary depends on the details, material, and total order of the item. Just share your ideas to us and we will do our best to make it happen !

 

Can I place orders by phone?

Of course you can. We will be able to assist you from Monday to Saturday 8.30 am – 8.30 pm. You can call us at +62-21 538 4959, 0818 0707 8178 (or whatsapp), pin bb 2A58E6E9. If you have any questions, we’re here to help.

 

Will I get an email confirmation after I place my order?

Definitely. You will receive three e-emails. The first will be to confirm your order (name, total order, color, special request/customized, etc). Please call us immediately if any changes need to be made. The second email will allow you to pay us the total amount. And the third email will provide tracking information once your order has been shipped.

 

Do you have showroom?

Yes! You can visit us at weekdays, even weekends and late nights ! All visits to showroom are by appointment only.

 

Do you offer samples?

We only offer sample for a new & customized product. We will send it to you for your approval before proceeding. You will be charged the unit price of the product sample plus shipping fee. Once you place your final order, you will be refunded the original shipping cost.

 

What are my payment options?

After your order is placed, you may pay by cash, or bank transfer. Our bank account is BCA KCU Serpong, Earlia Fransiska S, account number 49707 86754.

 

Do you have a minimum order requirement ?

Yes, we have a minimum order of 100 pieces per item. You may order less than 100 pieces but then the price per unit will be more expensive.

 

 

Can you “rush” my order ?

If you need your souvenir before the normal production time, please call us at (021) 538 4959 or 0818 0707 8178 during regular business hours Monday to Saturday 8.30 am – 8.30 pm, we will do everything we can to accommodate your request whether rushing the production time and/or shipping time.

 

 

ORDER TRACKING

How do I check the status of my order?

You have two options for tracking your order :

–         Track directly from our website, www.rasacinta.com

–         Track from JNE website :

    1. Click  http://www.jne.co.id,
    2. Fill in your AWB (Airway Bill) number/tracking number  on” Trace & Tracking”, then click “Search”,

–         Track from TIKI website :

    1. Click http://www.tiki-online.com,
    2. Select Your Location and/or click  “Go”
    3. Fill in your e-Connote number/tracking number on “Single Tracking”, then click “Check”.

 

Your JNE/TIKI tracking number will be email to you by us when your order has shipped from our location. You can also email or contact us at (021) 538 4959 or 0818 0707 8178 during regular business hours Monday to Saturday 8.30 am – 8.30 pm. We will help you do the tracking.

 

Is it possible for me to make a change or cancel my order ?

You may make changes to or cancel your order as long as the order is not in processing and has not been personalized. We strongly suggest you to contact us immediately during regular business hours Monday to Saturday, 8.30 am – 8.30 pm, at (021) 538 4959 or 0818 0707 8178 so we can accommodate your changes or cancel request without any additional charges. If an order is in processing, no changes can be made.

 

 

SHIPPING

What are your shipping options ?

We have three options :

  1. Delivered by TIKI
  2. Delivered by JNE
  3. Picked by yourself at our Showroom in BSD, Serpong.

 

Do you ship outside Jakarta ?

Yes we ship outside Jakarta. The shipping cost will be charged to you. You can check JNE/TIKI official website for shipping cost information.

 

Do you ship internationally ?

Yes we do. The shipping cost will be charged to you. We work with DHL or Fedex.

 

 

RETURN GUARANTEE & EXCHANGES

What if I received my order, but some items are damaged ?

In the case of a damaged parcel, please inform the Courier immediately, and call us during regular business hours Monday-Saturday, 8.30 am-8.30 pm at (021) 538 4959 or 0818 0707 8178 at your earliest convenience, but no later than 7 days after the package was delivered.

Keep the original box, packaging materials, and any paperwork that came in the box. Take a picture of the damaged box and/or items and email it to us to expedite the claim process. Rasacinta does not guarantee the safe arrival of soaps, or candles shipped during the hot summer months.

 

 

PRIVACY & SECURITY POLICY

How do you use my email and phone number/contact information?

We request your email address so that we can email you order confirmation, when to make a payment, and provide you with tracking information once your order has been shipped. We request your phone number to contact you in case we need to update you on your order. We will never give or sell your contact information to anybody for anything.

 

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