Frequently Asked Questions
What is the average delivery time?
For international delivery:
DHL, TNT, and FedEx standard services are:
- 5-7 business days delivery to major cities.
- 3-4 weeks delivery to islands and rural areas.
For domestic delivery (within Indonesia): 2-4 business days via JNE or Pos Cepat.
If your order has not arrived within the allotted time, you can contact the carrier using the tracking number supplied to you.
Which destinations does Thaikila ship to?
We ship to the majority of countries. Due to carrier limitations, unfortunately, we are unable to ship to some countries. Check if your country is among one of them from the information we post on the shipping page.
How much do you charge for shipping?
Shipping is free for minimum orders of $250 USD. More details about our shipping is available here.
Will I be charged custom duties and taxes?
Yes, you will. We ship orders on a Delivery Duty Unpaid/DDU basis which means that you will be responsible to pay the custom/import duties, taxes, and any other levies charged at destination by local custom authorities.
Can you tell me how much I'll be charged with custom duties and taxes?
As we are unable to estimate on the amount of these charges may be, we recommend you to contact local custom office before placing an order.
How can I track my order?
Once your order has been dispatched, you will receive an email confirmation with all the necessary details. You can check your shipment status on the courier website by inserting your tracking number.
I am unsure which size to purchase. Do you have a size guide?
Yes, we do! We have created a size guide to help you find your perfect match. You can find it here or feel free to contact one of our Customer Care officers at firstname.lastname@example.org and they would be happy to assist you.
Can I change my order?
Unfortunately, you can't make any changes or cancel your order once it has been placed. So please always double check the product details, your email address, phone number, and delivery address.
Can I be notified when a product is back in stock?
Of course! Please request to be notified and we will send you an email when the product you are after is back in stock. Email us at email@example.com.
Does Thaikila have seasonal sales?
We have seasonal sales twice a year. Register to our newsletter to be notified when our sale starts, and when we offer further reductions. We also recommend you to check the sale section on our website from time to time.
How do I exchange an item?
Returning to Bali Indonesia can be very expensive at it will be on your own cost for both direction, plus any eventual custom duties & taxes.
If you are not happy with your purchase, you can return it within 10 days for an exchange assuming the item is unused and in perfect condition as received, and is returned in its original packaging as long as you are willing to cover the shipping charges. Read our Exchange Policy for more information.
Is return shipping free?
No. You will be responsible for paying for shipping costs for returning the product from your country to our warehouse in Bali Indonesia, plus any eventual custom duties & taxes.
Which payment methods does Thaikila accept? Is it safe to use my credit card online?
We accept most major credit cards. All payments are processed through a secure checkout system ensuring your details are safe. If you have further queries regarding payment, contact us at firstname.lastname@example.org and we would be happy to assist you.
My promo code won’t work. What should I do?
Please double check that the code you entered is correct and still valid. Send us an email at email@example.com if the problem persists.
I forgot my password. How can I get a new one?
It’s really simple! From MY ACCOUNT menu, that’s on the left hand corner of the screen, click FORGOT PASSWORD and enter your email address. We will then email you a link to reset your password.
Where are the Thaikila retail stores located?
Our flagship stores are located in Bali. Discover the locations here. There also retailers stocking our product scattered across the globe.
How do I order wholesale?
Please click the Wholesale menu located on the footer, or email us at firstname.lastname@example.org for any wholesale queries and information.