Frequently Asked Questions
How long does the shipping take?
Shipping times vary depending on your location. Typically, it takes 2-3 business days for domestic shipping and 3-5 days for international. Shipping to islands and rural areas take can take 3-4 weeks. Shipping times are estimated and not guaranteed.
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.
Can I pay extra to get the shipping expedited?
Expedited shipping is not available at the moment. Shipping from Bali via DHL/FedEx internationally typically takes 3 to 5 days. Visit our shipping page for more detailed information.
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.
Looks like my order is stuck in transit. Can you please help?
We're very sorry to hear that your order is stuck in transit. Please send an email to customercare@thaikila.com with your order number so we can assist you checking this matter with the courier.
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. Additionally, on every product page that offers size variants, we have included a Fit quiz which is designed to further assist you in selecting the right size by asking specific questions about your preferences and body measurements. If you're still unsure of which size to purchase, you can send an email to our customer support with your under bust and hips measurements.
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 customercare@thaikila.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 return or exchange a product?
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. Please read our Exchange Policy, or contact our customer support for detailed 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.
What currencies do you accept for payment?
Prices are shown in US Dollars, and we accept payment in US Dollars only.
What payment methods are accepted?
We accept all major credit cards, Apple Pay, and Afterpay (selected locations). All payments are processed through a secure checkout system ensuring your details are safe.
Do you offer discounts or coupon codes?
Yes, we often offer discounts and promotions to our customers. Subscribe to our newsletter or follow us on social media to stay updated on current sales and promotions.
I forgot to enter the discount code. Can you adjust my order?
We’re unable to adjust your order once it’s been placed. However, if your order has not yet been processed, what we can do for you is to cancel your order and then you will need to place a new one with the discount code.
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 customercare@thaikila.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.
Do you have a physical store?
Yes, we do. We have 2 stores located in Bali. Discover the locations here. There are also retailers stocking our product scattered across the globe.
How can I be your reseller or stockist?
We're open to collaborating with entrepreneurs who are interested in carrying our brand in their boutique or store. If you would like to explore this exciting opportunity, please send an email to wholesale@thaikila.com. Our dedicated wholesale team will be happy to assist you and provide further information.
Would you be interested to do a collaboration and create some amazing content together?
We do encourage collaboration. Please send proposal to our PR department at connect@thaikila.com.
