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F R E Q U E N T L Y  A S K E D  Q U E S T I O N S

 

COVID-19 SITUATION

Q : How will COVID-19 affect my order?

Our team is doing very best to process and deliver your order as soon as possible, but during these circumstances we need to keep your product clean by implementing our hygiene procedure. It takes an approximately additional1-2 day(s) to make sure your product clean by spraying it with disinfectant and leave it on our hygiene chamber for 24 hours.

Q : How will COVID-19 affect my return / exchange?

As mentioned above, we'll have approximately additional 1-2 day(s) processing the shipment of orders. Therefore, if your returned shoes were empty on our stock and we have to produce it again, it will approximately takes 9 - 11 days. But don't worry, you can always check your order status via Account dashboard 

 

PRODUCT

Q : Are your products manufactured in Indonesia? 

yes all of our products are originally design by VAIA and manufactured in Indonesia by our qualified and well-trained artisan. 

Q : Are the photos of the product exactly the same as the original product? 

All photos of our products are real pictures with approximately 97% accuracy, because we do direct photoshoot.

Q: If the item were out of stock, can it be pre-ordered?

Yes, we are available for Pre-Orders. For questions about Pre-Orders, you can directly contact our Sales Admin on our WhatsApp (087775154300) or contact us on LINE Official Account (@vaia)

 

SHIPPING

Q : Our delivery courier

We use the following shipping courier : 

Local Indonesian orders : SICEPAT

International orders : EMS POST INDONESIA (worldwide) & affordable shipping rate for Southeast Asia (please contact us through : contact@vaia.co.id)

Q : How long will my shipment take?

Local Indonesian orders : 2 - 5 working days.
International orders : 5 - 15 working days. 

Q : Can I check my item's delivery status?

Yes you can check your item's status on your account dashboard 

Q : What happens if my order is lost during delivery?

VAIA is not responsible for the risk of merchandise loss after Sicepat/EMS process the delivery.  

 

RETURN & EXCHANGE

Q : If I want to return my shoes for repairing purposes, how long will it take?

If your returned shoes are available in our warehouse, we will straightly deliver to you by the time we accepted your returned shoes. But, if your returned shoes are empty in our stock, we will prioritize to produce your shoes in approximately 7 days since we accepted your returned shoes. Don't worry, you can always track your order progress on your account dashboard.

Q : Are returns & exchange free?

Yes, if the defect of the product were on our fault. In other circumstances such as switch size, unfortunately we can't accommodate the shipment fee.

 

ORDERS

Q : Can I split my transaction between different payment methods?

Unfortunately, we only accept one payment method per transaction

Q : I chose Midtrans Pay for my payment method, but where should i find the payment instruction?

We send an instruction via email by the time you finalize the order, please check your email inbox. If it's not in your email inbox, you can check on other email folders such as 'Promotions' or 'Important'

Q : Can I purchase from Overseas?

Yes we can ship around the world. please contact our email for this order. 

Q : Will tax be applied?

All tax burden were all includes in product prices

Q : I have a promotional code, how di I apply?

At checkout, enter your promotional code to designated slot 'I have a promo code' 

Q : Can I change or cancel my order?

Our warehouse works quickly so we can get your orders out to you as soon as possible. If you need to make a change to your order, please contact us immediately before at 5 p.m. WIB

Q : Why are my order canceled?

The maximum payment for an order is 1 x 24 hrs after the order has been placed. if payment has not been completed after the time limit, the order will be canceled automatically.

  

  

  

  

   

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