Frequently Asked Questions
Answers to the questions people ask before and after ordering: payment methods, delivery, returns, refunds, accounts, and services.
Frequently Asked Questions
Last updated: September 25, 2026
The questions people actually ask, answered plainly. Where an answer is a summary of a longer rule, the rule itself is in the Terms of Service or the Refund Policy, and those are what bind.
Ordering
Do I need an account to buy something?
Yes, and the email address on it has to be confirmed. Your order record, payment status, and delivery updates all live there, and a confirmed address is what makes them reach you.
Is my cart the same as an order?
No. A cart reserves nothing. Stock is held only once an order is created, and only until its payment window closes.
The last item sold out while I was checking out.
Then the order that completed first took it. You are told before any money moves, never after.
Can I change an order after placing it?
Not from the order page. Write to us. Before it is packed, most things can still be changed; after it is with the courier, nothing can.
Payment
Which payment methods can I use?
Virtual account transfer from the major Indonesian banks, QRIS, the main e-wallets, credit and debit cards, and cash at Alfamart or Indomaret. What is available is listed at checkout, with the ones we cannot offer greyed out rather than hidden.
Who processes the payment?
DOKU, a payment provider licensed by Bank Indonesia.
Is my card safe here?
Card details are entered on the payment provider's own page, protected by 3-D Secure. They are never seen by, sent to, or stored on this website.
What currency am I charged in?
Rupiah, always. Prices can be displayed in US Dollars for reading, but every channel settles in Rupiah and the Rupiah figure is what your bank takes.
How long do I have to pay?
It depends on the channel, and the window is shown beside each one before you choose. E-wallets are the shortest; virtual accounts give you the longest.
My payment window expired before I paid.
The order expires and its stock goes back. Place it again, at whatever price and stock apply then.
I paid but the order still says it is waiting.
Give it a minute. An order turns paid when the payment provider confirms it, which is usually seconds after your transfer but not always. If it has not moved after an hour, send us the order number and we will check it against the provider.
Do I get an invoice?
Your order page is the record: items, prices, shipping, payment status, and the payment reference. Ask us if you need it as a separate document.
Delivery And Collection
Who delivers?
The courier you choose at checkout, booked through Biteship. The list and prices are calculated for your address, from the branch nearest to it that is open.
How long does delivery take?
Whatever the courier quotes for the service you picked. That is their estimate, not our promise. We are answerable for handing the parcel over on time and in good condition.
Can I collect it myself?
Where an order page offers collection, yes. Bring the order number.
How do I track it?
From the order page, once the courier issues a waybill. Tracking updates arrive there as the courier reports them.
Returns And Refunds
Can I cancel?
Before paying, yes. From the order page, instantly, with no reason needed. After paying, write to us: if it has not been handed to a courier it can still be cancelled in full.
Can I return something I have received?
Within seven days of delivery, if it comes back unused, complete, and with its tags. Tell us before you send anything.
Who pays the return shipping?
We do, when the item was wrong, damaged, or not what its page described. You do, when nothing went wrong and you changed your mind. In that case the item price comes back but the original shipping does not.
It arrived damaged.
Tell us within forty-eight hours with photographs of both the item and its packaging. The packaging is what shows the damage happened in transit.
How long does a refund take?
Seven to fourteen working days once approved, back to the method you paid with. Cards are slowest because the refund travels through the card scheme.
Can the refund go to a different account?
No. It returns to the account or card it came from.
Your Account
Why do I have to confirm my email?
Because everything about an order goes there. An unconfirmed address is one nobody has proved can receive anything.
Why was my password refused?
Passwords are checked against a public database of passwords already exposed in known breaches. A refused password is not a weak one by our judgment. It is one that is already circulating.
Can I delete my account?
Yes, from the account window. Orders already placed remain, because they are commercial records we are required to keep.
Services
How do services differ from goods?
They are performed, not shipped, and they are bought against a written scope rather than a product description.
Why do I need an approval code?
Because the scope is the agreement. The code is handed over once the scope is settled in writing, and it is what the work is measured against afterwards.
What if I cancel a service?
Before work begins, the money comes back in full. After it begins, the part completed is charged and the rest returns, and you receive what exists at that point.
Still Stuck
Write to sandi@maulanajuhana.com or message 0811348000, Monday to Friday, 09
to 17 WIB. Include the order number if there is one.