FAQ
general
how do i contact aland indonesia?
You can reach out to our Customer Support team by sending an email to cs@alandstore.id.
Is transaction in ALAND safe?
ALAND Indonesia partners with official Payment System Service Providers (PJP, incl. Bank and Non-Bank) that are supervised by Bank Indonesia (BI) and the Financial Services Authority (OJK) in providing a payment system that facilitates and secures every transaction that takes place on ALAND Indonesia’s platform for our customers.
order
How do I make an order?
- Browse our online store, select the product you wish to purchase, and click "Add to Cart."
- Once you've added your desired items to your cart, proceed to checkout.
- Fill in your shipping information and address.
- Choose your preferred shipping method from the available options.
- Select your preferred payment method during checkout.
- Complete the payment process, and you're done!
- It's as simple as that! Your order will be processed, and you'll receive confirmation once your order is on its way.
What shipping methods does ALAND offer?
We use JNE, J&T, and SiCepat as our preferred carrier to ship your orders.
Can I checkout as a Guest User?
Yes, you can checkout as a Guest User. To do so, you will need to checkout with your desired item in the cart, input your contact information and shipping address, and then proceed to payment.
What payment methods do you accept?
We accept a variety of payment methods, including:
- Virtual Account transfer: BCA, BRI, Mandiri, BNI, Permata Bank, etc.)
- Credit Card: VISA, Mastercard.
How can I track my order?
After your order is shipped, you will receive a tracking number via SMS. You can use this tracking number to monitor the progress of your shipment on the courier's website.
Can I cancel or change my order after placing it?
Unfortunately, the order that has been confirmed cannot be canceled or modified. We will begin processing your order immediately upon receipt. Therefore, we kindly request you to double-check your order before proceeding to payment.
Can I change my shipping address?
You can change your shipping address as long as the order has not been shipped. Please contact our customer service for further assistance.
Product
What materials do you use?
You can find information about the materials used in our products on the respective product page. Simply navigate to the "description" tab within the "product details" section for this information.
How should I care for my ordered item?
The care instructions for your ordered item may vary depending on the materials used. Here's a guideline for taking care of our products based on different fabric types:
- Cotton
Washing: Machine wash in cold or warm water with like colors. Use mild detergent.
Drying: Tumble dry on low heat or hang dry to prevent shrinking.
Ironing: Iron on high heat while the fabric is slightly damp for best results.
Special Tips: Avoid using bleach. Turn garments inside out to protect colors.
- Knitwear
Washing: Hand wash in cold water using a gentle detergent. If machine washing, use a delicate cycle in a mesh laundry bag.
Drying: Lay flat to dry on a clean, dry towel, reshaping if necessary. Avoid hanging to prevent stretching.
Ironing: Iron on low heat, using a pressing cloth if necessary to protect the fabric.
Special Tips: Store knitwear folded rather than hanging to maintain its shape.
- Nylon
Washing: Machine wash in cold water with similar colors. Use a mild detergent.
Drying: Tumble dry on low heat or hang dry. Nylon dries quickly.
Ironing: Use a cool iron if necessary, but typically, nylon is wrinkle-resistant.
Special Tips: Avoid fabric softeners as they can affect the performance of the fabric.
- Wool
Washing: Hand wash in cold water with a wool-specific detergent. Alternatively, dry clean.
Drying: Lay flat to dry on a clean towel, reshaping while damp.
Ironing: Steam on a low setting or use a pressing cloth and iron on low heat.
Special Tips: Store in a cool, dry place and protect from moths by using cedar blocks or lavender sachets.
- Denim
Washing: Machine wash in cold water with like colors. Turn inside out to protect the surface.
Drying: Tumble dry on low heat or hang dry to minimize shrinkage and fading.
Ironing: Iron on medium to high heat if needed.
Special Tips: Wash jeans as infrequently as possible to maintain fit and color. Spot clean when necessary.
- Leather
Washing: Do not machine wash. Spot clean with a damp cloth and mild soap. For larger areas, consider professional leather cleaning.
Drying: Air dries away from direct sunlight and heat sources.
Ironing: Avoid ironing. If necessary, use a low heat iron with a cloth between the iron and leather.
Special Tips: Regularly condition leather with a suitable leather conditioner to keep it supple and prevent cracking.
- Hats
Washing: Hand wash in cold water with a mild detergent. Spot clean when possible.
Drying: Air dry by reshaping and placing on a clean, dry towel.
Ironing: Not recommended. Use steam if necessary to reshape.
Special Tips: Avoid submerging structured hats in water. Store in a way that maintains shape.
- Socks
Washing: Machine wash in cold or warm water with like colors. Use mild detergent.
Drying: Tumble dry on low heat.
Ironing: Not necessary.
Special Tips: Turn inside out before washing to reduce pilling.
- Bags
Washing: Spot clean with a damp cloth and mild soap. Do not machine wash.
Drying: Air dries away from direct sunlight.
Ironing: Not recommended.
Special Tips: For fabric bags, check for any specific care labels. Leather bags should be conditioned regularly.
- Printed Fabrics
Washing: Machine wash in cold water, inside out, on a gentle cycle. Use mild detergent.
Drying: Tumble dry on low heat or hang dry.
Ironing: Iron on the reverse side on low heat.
Special Tips: Avoid using bleach and fabric softeners to preserve the print.
- Polyester
Washing: Machine wash in warm water with similar colors. Use a mild detergent.
Drying: Tumble dry on low heat or hang dry.
Ironing: Use a low to medium heat iron.
Special Tips: Polyester is wrinkle-resistant but can melt under high heat, so avoid high temperatures.
- Woven Fabrics
Washing: Machine wash in cold water on a gentle cycle. Use a mild detergent.
Drying: Hang dry or tumble dry on low heat.
Ironing: Iron on a medium heat setting.
Special Tips: Check the specific care label for any additional instructions.
For any further questions or specific care advice, feel free to contact our customer support at contact@alandstore.id.
How does the product fit?
You can find the sizing guide on each product page, under the “Size Guide” tab. These notes provide descriptions regarding the fit of the product, including whether it’s standard sizing, oversized, unisex, and other relevant details that will help you to choose which product fits you the most.
How do I know which size to get?
We have provided a detailed Size Chart in centimeters on the product page, which you can find under the "Size Guide" tab. Please refer to this Size Chart to determine the size that best suits you. Additionally, you can measure your existing clothing and compare those measurements with our Size Chart to gain a better understanding of how our products will fit you.
Return Policy
What is your return policy?
We accept returns if your order meets the following criteria:
- The product that you received is different from your order, or
- You receive a faulty/defective product, with the exception of:
- Items that are originally manufactured without tags or labels.
- Items with creases that may have been made while shipping.
- Items with unsatisfactory/incomplete finish due to mass production.
We do not accept return(s) if:
- You are returning the item(s) because you have changed your mind (on size, color, etc.)
- The products are damaged due to your mishandling. To avoid this, please check the product FAQ for care instructions for the product.
- Your return request is not approved by our staff since it doesn’t meet our refund criteria.
For further details, please refer to our Return Policy.
Can I request an exchange?
We do not accept direct exchanges. However, if your order meets our return criteria, you can initiate a return request. In such cases, you will receive a refund in the form of a gift card or store credit, which you can use to place a new order for your desired
item.
How do I make a return request?
- Send your request via email to cs@alandstore.id within 3x24 hours after you have received your order. Make sure you have attached the photos of the received product(s), item code, order number, and the reason for the return.
- Our customer service representative will reply to your email as soon as possible to confirm your request.
- You will be required to provide an unboxing video & photos of the product(s) that displays the defect or issues that meets the return criteria via email or WhatsApp.
- You will receive a confirmation from our customer service representative within 5 (five) days after unboxing video & photos received.
- You will need to return the item(s) within 2 (two) working days after confirmation to ALAND warehouse address. Items returned must be unworn & in their original condition, which includes tags and any packaging. Also, you need to include a note of your order number, name, and user ID.
- After arriving in ALAND warehouse, the item(s) will undergo a verification process for 5 (five) to 7 (seven) working days.
- If the item(s) does not pass the verification, our customer service representative will contact you. We will send the item(s) back to you with the shipping cost borne by you.
- If the item(s) passed the verification, our customer service representative will contact you. We will refund you in the form of a Gift Card to your account within 5 (five) to 7 (seven) days after passing the verification.
Please note:
- Please be advised that returns are accepted ONLY IF you followed the instructions above and your return request has been approved by our staff. Returns that are shipped to us without any prior consent are not accepted.
- Please note that EVEN the defective/incorrect item(s) must be returned with all of the tags and labels intact. The item(s) must be sent in their original packaging and unworn.
- Please include all contents of the original package and free gifts (if applicable) in your return packaging.
How will I be refunded?
You will receive a refund in the form of a Gift Card
When can I expect my refund?
The refund process for your order returns will be processed within 5 to 7 working days after your returned product has been verified by our team.
