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Shipping & Returns

DOMESTIC RETURNS

We hope the item you have purchased will be your favorite, however, if you are not pleased with our product, we’d be happy to exchange or refund it to you within 7 days after receiving the item. For returns or exchanges of your order, please follow these steps:

  • Inform us by email at customercare@aineofficial.com
  • We will provide you with our address to ship your item to
  • Return the item with a delivery service of your choice and at your own expense

 

INTERNATIONAL RETURNS & EXCHANGES

All items are eligible for returns, except for clothing and all fragile home products. 

We currently do not have a system that allows us to calculate refunds. Our pricing does not include customs duty, Value Added Tax (VAT), or known in some countries as a Goods and Services Tax (GST). Hence, all international orders are shipped as DDU (Delivered Duties Unpaid). As we have no control over these charges and cannot predict what the cost would be, for that reason, we are unable to process returns for refunds for international orders. 

At this time only product exchange is possible. For international exchange, customers have to bear the costs of returning, including the return shipping charges, taxes, and duties.

 

RETURNS POLICY (CLOTHES)

We want to make sure that our product suits you best, therefore we are pleased to provide you with an easy return policy. The terms for the return are that;

  • The product were only tried to check the right size; they must not have been used or laundered
  • Exchanges are subject to availability
  • The product must be sent back with the original packaging and with the tag on
  • You will be responsible for paying your own return shipping, however in the case of an exchange, we will ship the new size or new item back to you free of charge
  • We do not refund return shipping costs, taxes or duties incurred
  • Currently, all International orders are final sale and may not be return or refund

 Please keep in mind that sale items are non-refundable & non-exchange

 

RETURNS POLICY (HOME COLLECTIONS)

All products that are considered fragile items are not eligible for return for refund, except in the unlikely event of damaged items. Fragile items include anything that can be easily broken, from glassware, ceramic, porcelain, mirror, sculpture, and more. However, if an item arrives damaged or if you receive the wrong item, we'll be happy to offer you a refund or replacement.

In case of a product exchange, you are responsible for the return shipping and original shipping costs. Additionally, for international orders, the shipping costs, import taxes, and duties paid are non-refundable and will not be included in your refund.

 

DAMAGED ITEMS

We do our best to ship your order in a safe and secure way, but if your order for any reason or in anyway arrives damaged, please contact us immediately so we can help you further.

We always offer to send out replacements for damaged items, and in some cases additional compensation, but do not offer a full refund. If you do not wish to be sent a replacement, we kindly ask for you to initiate a refund instead.

Please make sure to take photos of both the package and the damaged product and send them together with other relevant information to customercare@aineofficial.com.

  

DOMESTIC SHIPPING

Shipping to Indonesia is free for all orders on the website. All domestic orders will be carried by JNE (Reg). 

 

INTERNATIONAL SHIPPING

We offer flat-rate international shipping, the shipping fees to your destinations are as follows:

Total Value Asia, Australia & New Zealand Europe & UK Countries Rest of the world
Order below $100 $20 $28 $30
Order over $100 $30 $35 $40

These shipping fees do not include duties and customs fees, therefore your delivery might be subject to additional costs depending on your country's regulations. 

Please keep in mind, when you order something from overseas, you may need to pay the customs clearance once the parcel reaches your country. You may also have to go to the nearest local post office to pick it up. When this occurs, we will inform you so that you can settle the customs clearance at your local post.

 

DUTIES AND TAXES

When you buy something from another country, then effectively you become an importer and become liable to customs charges incurred on the parcel. You may be asked to pay additional duties and taxes before the parcel is delivered to your address.

As every country has its own set of rules and regulations for importing. Please take a look at this page to check your country’s regulations on duties and taxes.

What can I do if I order a same product twice?
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If you’ve accidentally placed two identical orders, ordered an item by mistake, or have any other changes to your order before it is shipped, simply cancel the order and please write to customercare@aineofficial.com

However, in most cases, our team will pick up these duplicate orders and double-check with you. Additionally, we do not process your order immediately. Before we dispatch your order, you will receive a payment confirmation to your email.

Did my order go through? How do I know?
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After you have placed an order, you will be taken to an order confirmation page that says, "Thank you (Your Name)!" Next, an automatically email will be sent to you. This email only to confirm that your order has been received by us, but your payment has not yet been processed and you will not be billed for any items at this time.

Then, once you have filled out your payment details and completed your transaction, you will receive a Payment Confirmation Email to let you know that we have successfully received your payment. Finally, your order will be processed. If you're still unsure about your order status, you can always write to us at customercare@aineofficial.com

How long does shipping take?
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Local delivery normally takes 2-3 days to deliver. All domestic orders will be carried by JNE (Reg). If you’d like to arrange faster shipping method, please get in touch with us customercare@aineofficial.com

How long does International shipping take?
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Overseas delivery will be carried by EMS and takes 10-14 days, it will depend on which country you order. If you’d like to arrange faster shipping method, please get in touch with us customercare@aineofficial.com

Can I track my order?
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Absolutely, once your order is shipped, you will be notified via email with the tracking number. 

Do I have to pay import duty and taxes?
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Yes, but this depends on your country’s regulation as each country has its own laws and regulations for the imported goods brought into a country. In addition, all prices displayed on our website do not include taxes and duties. This means when you order an item from another country, you may be subject to import customs and taxes, in which case you must bear any additional charges for the customs clearance. And these charges must be paid once the parcel has reached the destination country.

As we have no control over these charges and custom policies vary by country, any additional charges for customs clearance must be paid by the recipient of the parcel and again, such charges are not included in the price of our products. Therefore, we will not be responsible for the payment of any import duties and taxes under any circumstances. Please take a look at this page to check your country’s regulations on duties and taxes.

Can I return an item if I don’t want to pay duties?
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We can’t offer a refund for returned products because the customer wishes to avoid paying any customs duties imposed. When ordering our product, you agree to pay any import duty and taxes which may be imposed by your country's government. If you refuse to pay any duties and taxes imposed and thereby prevent delivery of your order, you will remain liable for these customs charges incurred on the package. In this instance, the package will be abandoned, and your purchase will not be refunded.

If you have failed to retrieve your parcel and it is being returned to us, please be advised that the original shipping costs for your order are also non-refundable.

What currency do I pay for my purchase?
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All prices listed on our site are displayed in your local currency. While the content of your cart is displayed in your currency, you will be charged using IDR (Indonesian Rupiah) at the most current exchange rate. Our store is hosted on Shopify Inc., they provide us with the online e-commerce platform that allows us to sell our products to customers throughout the world. However, our country is not on the list of supported countries for Shopify Payments just yet, which is a feature that enables customers to pay in their local currency.

Instead, we use a third-party service that allows us to display and process your order in local currency. The bank that issued your credit card determines the exact currency rate that you will pay. To get an estimate of approximately what the exchange rate currently is, please use an online currency converter.

Want to know anything else?
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If you have other questions that are not listed above, we’d love to hear your thoughts. Please send us a message at customercare@aineofficial.com