CUSTOMER CARE

Powderr Return and Exchange Process

Contact [email protected] to assist you with the return process. Powderr adheres to a strict no-paper policy, so as to reduce waste. This is why shipments do not include a return slip inside the box.Powderr does not process direct exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience.

FAQ

REGISTRATION

Do I need to register before placing an order?
You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases.

Why should I become a registered user?
As a registered user, you will be able to save multiple shipping or billing addresses, meaning you will not be required to re-enter these addresses each time you checkout.
Our wishlist and bookmarks feature can be fully enjoyed as a registered user, you can browse, shop, add items into your wishlist or carts and order at a later time, and even save reading materials to read later. Please note that placing items to your shopping bag for purchase later does not guarantee the item’s availability in the future

How do I change my account information?
As soon as you log on to your account with your email address and password, it will direct you to your account overview to update/edit your account information.

Can I change my email address in my account?
Log into your account, go to my account, head to the account details side bar, then replace your current email address with your new email address

 

ORDER

Can I order manually using other channel such as Instagram, or e-mail?
Unfortunately, we do not take orders over other channels at the moment. You can place your order directly on our online website, accessible on desktop and your smartphone. 

What kinds of payment methods do you accept?
At the moment, we accept payment via Midtrans, payment via Paypal will be accepted very soon. All information is encrypted using SSL encryption, which prevents unauthorised access to card details.

What currency will I be charged in?
USD is the default currency of the item process. When you are paying for the order, the payment will be reflected in our default currency of IDR (Indonesian Rupiah) due to Midtrans payment system requirements
If you pay using card that is registered with a different currency, your issuing bank will then convert the price using their exchange rate

Is my privacy and personal information secure on your site?
Shopping on our site is safe and secure. Please scroll to the bottom of the page to view the full details on how we protect your privacy and personal information.

Do you restock items that are sold out?
While we try our best to restock sold out items, these are all subject to availability from the brands. Some exclusive collaborations will be available in limited quantities or within a limited period. 

Can I modify 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.

 

ORDER TRACKING

How do I check on the status of my order?
You can view the status of your order by logging into your Powderr Asia account, head to my account, then click on the order tab on the side bar. After you checkout, confirmation email will be sent shortly, you will also receive notification once your shipment has been processed alongside the tracking number published by your chosen courrier. Please check your email spam if you did not receive any confirmation emails

Why was my order cancelled?
Very rarely an order will be cancelled unless there is an error on our inventory side, which we work hard to prevent from happening. In a case where cancellation is due to payment, the possible case is that Midtrans may be unable to verify your billing information. 

If you still need assistance please contact us at [email protected] with your order details

 

SHIPPING

What kinds of shipping options do you offer?
We offer a variety of courrier options you can choose from: JNE, JNT, SICEPAT
The rates will be adjusted to the total weight and/or dimension of your order, which you will see when placing an order. 

Which international countries do you ship to?
At the moment we only ship to Indonesia. We will be able to ship to all countries worldwide very soon, however an exception of international shipment can be done for orders above $500, please get in touch with [email protected] for international shipment inquiry. 

How do I track my package after it has been shipped?
As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier’s website.

Custom Duties or Taxes
All shipping rates are not inclusive of custom duties or taxes unless stated otherwise. Any custom duties or taxes that may be incurred will be borne by you. Custom duties or taxes will be charged to you by your customs prior or upon delivery and we are not liable for custom duties or taxes charged to you.

 

RETURNS & EXCHANGES

What is your Return Policy?
Returns are accepted within 14 days from the shipped date for local orders and can be done via mailing the items back to our returns address in Indonesia, and refund will be made via bank transfer to your preferred local bank account. Shipping fee will not be included in the refund. Refund will be made within 2-3 working days after the item has been received by our warehouse.
You have the right to open the package and check the contents, but the product must be returned unused. All original packaging and price labels must be returned with the product with no visible damage and alterations
To return, please email us at [email protected] ‘’Return – your order number’’ in the subject line and the reason for return, you will then be instructed to securely pack your order in the original polymailer/package and mail your returns to the following address:

POWDERR ASIA
Order number: XXXXX
Jalan Tanjung 16 Blok F/5, Tanjung Barat, Jagakarsa
Jakarta Selatan, Indonesia, 12530

Powderr Asia reserves the right to decline any Return Item if the items do not meet the Return requirements as stated above.

What is your Exchange Policy?
At the moment we do not accept exchanges due to limited availability of item sizes.

 

SIZING & FIT

In order to help find the best fit, the following information is available on every product page:
1. A size conversion chart provided by each brand
2. Product-specific measurements (i.e., sleeve length, pant leg width, etc)
3. Size of the garment worn by the model, alongside their specific measurement
The above can be found in the  Size Chart’ below the images on item’s product page.

 

I cannot find the answers to my questions, how do I reach Customer Service?
Email us at [email protected] If you’ve placed an order and you need our help about it, don’t forget to state your Order Number so that we can help you better.