FAQ

Please read our terms and conditions first since it may help you to obtain information you may needed and also kindly agree with it otherwise we cannot help you. We also love to help you with your questions and inquiries but please refer with these frequently asked question page first. If these still cannot help you then you can ask us directly at live chat or drop comments here

 

How to shop at www.istana-accessories.com?

Please click here to find out in detail how to shop on our website. You can also navigate to our "How to Buy" menu that can be found at the bottom of the navigation throughout our pages or on the top menu bar.

What benefit that can be obtain as member at www.istana-accessories.com?

If you become one of the members, you can get family membership benefit

What are the available payment system provided at www.istana-accessories.com?

We provide several secure payment methods such as bank transfer, credit card, klik pay bca, and mandiri click pay.

Does Istana Accessories have retail stores?
Yes, we do have 2 retail stores located at:

* Pasar Pagi Mangga Dua
Lantai Dasar Blok B 97-98, Jl. Mangga Dua Raya, Kota Jkt Utara, Daerah Khusus Ibukota Jakarta 14430 – (021) 6013081

* ITC Mangga Dua
Jembatan Pasar Pagi ITC Mangga Dua Lantai II Blok jembatan No. 117, Jl. Mangga Dua Raya, Jakarta 14430 – (021) 6281807

Do I need to have a Istana Accessories account to be able to shop in istana-accessories.com?
You are not required to have Istana Accessories account. You can proceed to 'Checkout' without having to register. However, you are advised to sign up for a Istana Accessories account to simplify your online shopping experience since your personal data will be saved automatically and you don’t have enter it every time you place an order.
There are other benefits if you have a Istana Accessories account, which you can see the details in our membership page.

What courier or freight service do Istana Accessories use for delivery?
We deliver via JNE REG delivery service, and Shipping & Handling cost is automatically calculated upon checkout based on JNE shipping metrix.

After "Check-Out", what happen next?
If you paid by credit card, once your payment is successful, you will receive an email with the Invoice Number as proof that your payment was received. We will process your order and will send you an email with tracking number after your order is shipped.
If you select bank transfer as your method of payment, please proceed to make your payment to the account provided in your order page/email. All orders will be processed only after receiving payments. If no payments are received after 24 hours the order was placed, it will be automatically cancelled. After making the payment, please confirm your payment in order to be processed.

I have made my payments, what do I expect?
After we received your payment, we will send you and email with an invoice number to confirm that your order is in process. Another email containing tracking number will be sent after we ship the order.

What if I receive a damaged or different product from the order?
If you received damaged or incorrect merchandise, please contact our Customer Service within 48 hours (including weekend/holidays) to process return and exchange. Exchange/Return requests received for damaged/incorrect product after 48 hours will not be accepted.

Is my personal data safe at Istana-accessories.com?
We are committed to keep your personal data private. We do not disclose your personal information to third parties for marketing purposes.

Can I exchange/return my order?
If you are not satisfied with the purchase of Istana-accessories.com, you can return/exchange them within 7 days (including holidays) after you received your order.
We will not accept returned goods that have been worn, washed, damaged, altered, or not returned to its original condition and packaging complete.

How can I get information regarding Istana Accessories latest promo?
To receive information regarding new arrivals, special offers, and current trend news, simply subscribe to our newsletter. Additionally, you can also get Istana Accessories latest news by following Istana Accessories social media accounts (Facebook, Instagram, Google+, and Twitter).

How to contact Istana Accessories Customer Service Respresentative?
For any questions, information, and suggestions, feel free to contact us here.