Contact

Whatsapp
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Email - Help
Email - Others
Operation Hours

Monday - Saturday
09:00 - 17:00 WIB

FAQ

How to shop?

1. Select Product
Click "SHOP", "COLLABS", or "INSTASHOP" link on top left header navigation of the website. Browse through different collections and products, then select the product that you are interested in by clicking the photo or product name to go to the product page where you can view more images and full details of the product.

2. Add to Bag
On the product page, choose your product's option's variant if available (eg. Size: Regular). Then click "ADD TO BAG" button to purchase the product. Your shopping bag sidebar will automatically slide from the right section of the website containing the product you have just added to the bag. You can close the shopping bag sidebar and continue shopping by clicking the close (x) icon sidebar or any other area of the website outside the sidebar.

3. Review Your Bag
Click the shopping bag icon on the top right header navigation of the website. Your shopping bag sidebar will slide from the right section of the website containing all the products that you have been added to the bag. You can add or reduce the quantity of the product you been have added by clicking the (+) or (-) icon below the product price. After reviewing your shopping bag, click "CHECKOUT" button to complete your checkout process and order.

4. Checkout - Information
On the checkout information page, fill in your email and shipping address, then click "CONTINUE TO SHIPPING" button. If you already have a Hellolilo account, you can login to your account for a faster checkout process and a recorded order history by clicking the "Login" link on the contact information section. Please note that product availability is not guaranteed before you have finished the checkout process and completed your order.

5. Checkout - Shipping & Payment
On the checkout shipping page, choose your preferred shipping method and click "CONTINUE TO PAYMENT" button. Then on the checkout payment page, choose your preferred payment method and select your billing address. Please use a different billing address option if you have a different billing address for your credit card information from your shipping address.

6. Review & Complete Order
On the checkout page, you can review your order summary on the right section of the page. Order summary contains your purchase items, discount (if any), shipping cost, and total order price. On the checkout payment page, click "COMPLETE ORDER" button to finish your checkout process and complete your order. If you choose "Online Payment" payment method, you will be redirected to the payment provider website page to complete your payment and order securely.

7. Thank You
After your checkout process completed, you will be redirected to our thank you page where you can view your order details. You'll receive an order confirmation email with your order details and Order ID shortly, also a "Confirm Payment" link if you choose "Bank Transfer" payment method for your order. Please save your Order ID (eg. #0001), you will need it to confirm payment and for your order reference. If you choose "Bank Transfer" payment method for your order, please transfer your order payment to our bank account. Once you have transferred the payment, please confirm your payment immediately.

How to apply discount code?

You can apply your discount code on the checkout page. Your discount will be applied and displayed on your order summary if the code is correct and available. Discount cannot be combined with any other discounts and do not apply to gift cards and shipping cost.

What is Order ID?

Order ID is a unique reference number for your order (eg. #0001) that you received after you have completed or confirmed your order. You can find your Order ID on your order status page and in your order emails. Please save your Order ID for bank transfer payment confirmation and order reference.

How to confirm payment?

After you have transferred your order payment to our bank account, please go to Confirm Payment page on our website. You can find "Confirm Payment" link on the navigation bar (top and bottom) of this website under "HELP" link section and on the help page sidebar. You can also go to confirm payment page by clicking the "CONFIRM PAYMENT" button in your order confirmation email.

On the confirm payment page, fill in your name, email, Order ID, and payment transfer information, and then click "CONFIRM PAYMENT" button. Your order will be processed when we have confirmed your payment and you will receive an email with your order shipment details and tracking number when your order has been shipped.

IMPORTANT NOTE: Your order will be canceled if we did not receive your payment confirmation or your payment couldn't be confirmed within 24 hours.

How to view my order status?

You can view your order status by clicking "VIEW ORDER" button or "View Order" link in your order emails, then you will be redirected to your order status page where you can view your order status and details. You may need to to fill in your email and Order ID to view your order status and details if you don't have an account or you're not logged in to your account.

If you have an account, you can check your order status by clicking your Order ID link (eg. #0001) under the orders table on your account page, then you will be redirected to your account order details page where you can view your order status and details.

How to track my order?

You will receive an email with your order shipment details and tracking number when your order has been shipped. You can track your order shipment by clicking "TRACK ORDER" button in your order shipment email, then you will be redirected to the shipping company website page where you can view your order shipment status by inputting your tracking number.

You can also find your order shipment tracking number and link on your order status page, or if you have an account, you can find it on your account order details page when your order has been shipped. Please see question above to learn how to go to your order status page or account order details page. To track your order shipment, click the tracking number or link, then after you have been redirected to the shipping company website page, input your tracking number to view your order shipment status.

Can I cancel or modify my order?

Due to our efforts to ensure your order to be processed as quickly and accurately as possible, we are unable to cancel, modify, or make changes to your order after it has been completed or confirmed. Please be 100% sure before you completed and confirmed your order. Once your order payment has been received, confirmed, charged, or captured by us, we cannot cancel, modify, or make changes to your order as it has already been processed.

Can I return and exchange my product?

Please see our Returns Policy.

Shipping

We only offer shipping within Indonesia, we do not ship to other countries. Your order will be shipped from Jakarta. Shipping cost will be charged accordingly based on your order's weight, shipping address, and shipping method choice. Shipping time vary based on destination.

All orders will be processed within 48 hours when we have received your payment confirmation and have successfully confirmed, charged, or captured your payment. Saturday, Sunday, and holidays are excluded. You will receive an email with your order shipment details and tracking number when your order has been shipped. To track your order shipment, please visit the shipping company website and use your tracking number.

Order will only be shipped when we have received, confirmed, charged, or captured the full payment amount of your order. We are unable to ship your order if any problems regarding your payment occurred. We will not be held responsible for any delays and/or loss of items due to incomplete, misspelled, or incorrect address, no recipient at the address, any problems caused by the shipping company, or due to events that are beyond our control.

For more shipping information and any further questions, please contact us.

Returns

We only offer returns and exchanges for defective product from your order to be exchanged with the same product in a new condition. To be qualified for returns and exchanges, the product must be in original condition, unworn, unwashed, and unaltered with all tags and labels are still attached.

All defective products must be reported within 24 hours after your order package has been received at your shipping address. All defective products must be sent within 2 days after the returns and exchanges report has been received by us and we allow the products to be returned to us for further inspection. All defective products from one order must be sent in one shipment with a shipping company that was selected by us. When received by us, all returned products will be inspected and processed within 7 days. We will contact you when the product inspection has been completed to inform you whether your request for product exchanges is approved or denied.

If your product exchanges request is approved, we will send the replacement product to you and the shipping cost will be covered and paid by us. If the replacement product is out of stock, we will refund your full payment amount for the product and related shipping costs. If the returned product was deemed not to be qualifed for exchanges by us, your product exchanges request will be denied and we will send the product back to you with shipping cost that must be covered and paid by you. If you didn't pay the shipping cost, we will not send back your product and there will be no payment refunds for a denied product exchanges request. We will notify you via email or text message when your product has been sent. Hellolilo reserves the right to make final decision on all returns and exchanges cases.

To return and exchange product, please contact us and inform us your reason, name, Order ID, and product.