Frequently Asked Questions
How do I place an order?
We are giving you the easiest way to place an order
- Simply click Add to Cart to the item that you love to buy.
- Once you placed it, click View Cart to see the items you have chosen. Don’t forget to enter the coupon code if you have one!
- Enter your shipping address to estimate the shipping cost.
- Then click Proceed to Checkout.
- Please log in to your account then enter the Billing Details, make sure the data is correctly filled.
- Choose the shipping method that you prefer.
- You can review your order on the left side of the page.
- Lastly, choose the payment method that suits you best. You have 24 hours to finish the transaction
- Finally, your order is placed.
Do I have to register before placing an order?
You can register during the check out process. We would advise you to register to be able to access the benefit. Don’t worry, we will safely keep your data.
How Can I Return/Refund and exchange the Product?
You can return the product within 30 days after receiving the package. Don’t worry, it is an easy process.
- Log in to our website and click return products. You will find a return form to be filled
- Pack the product in the same packaging (if possible) then put the form on top as identification.
- Choose the delivery method you like and send it to our warehouse. All the returned products will be your responsibility to pack and deliver.
- Keep track of your package, you will get a confirmation email once we receive the product.
- We will resend you the new product within 2-4 working days after we receive the product.
What is your return/refund policy?
- You have 30 days to return or refund the product from the day you receive the package. You will need to (fill in the portal/email on us) and let us know why you want to return the product.
- We can not accept returned beauty products, underwear, earrings, swimwear, watches, and socks.
- Please make sure the tag is still on and never been washed and worn
- Please attach the return slip to the package. We only processed the one with return slip on it.
- All the returned product is your responsibility to deliver, it should be the same condition with the one you received.
What are the payment methods?
At the moment, the payment method is through direct bank transfer to our BCA account
How can I track my order?
Once you place an order, you should receive a confirmation email. There you can find a unique code to track your order.
Your order could be in our warehouse, ready to dispatch, in the delivery courier or delivered. Each of the steps, you will receive an email confirmation. We will make sure your order is safely delivered to your hands.
If you can’t find your order please check your order history or you can contact us through the contact us page on the website
What if the item I wanted is out of stock?
For the out of stock product, you can fill in your email and message in the contact us page. We will give you more information about the product through the email you registered.
What if I receive a damaged product?
We make sure that all the products are in good condition before dispatch. If there are damages during the shipping process, it is beyond our control.
How long will it take to receive my order?
We require 2-3 working days to process your order. Shipping varies depending on the destination of the shipment. However, we estimated between 5-10 working days from dispatch. If the item you have ordered is going to take a longer time frame to process, we will notify you via email with a list of available options. During sale events and new collection launches, there may be a slightly longer processing time.
All Palm Lagoon orders are hand-picked and packed in Bali, Indonesia. As our location is classified as regional, we cannot offer overnight delivery, however, do pride ourselves on using express services for all online orders.
Can I change or cancel my order?
As much as we would love to help, it is not logistically possible to change or cancel an order once it has processed through the checkout. This means that no further changes can be made to your order once processed including and not limited to: removing and/or adding items to your order, combining orders or canceling your order.
What if I get the wrong product?
We are sorry about this faulty, we will fix it as soon as possible. Please reach us through the contact us page. On the message, please give us the detailed order information and the product you received. We will reply to your email asap and give you the instruction on how to return them.