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FAQs

  • How Do I Place an Order?
  • Do I Need to Create an Account to Place an Order?
  • How Do I Change My Personal Data?
  • What Should I Do After I Click "Check-Out" Button?

FREQUENTLY ASKED QUESTIONS

HOW DO I PLACE AN ORDER?
  • In general we kindly refer all our online users to our ‘How-To-Shop’ guidelines.For a hassle-free same day delivery to an address located in Jakarta area, users simply settle payments by bank transfer or e-banking to our bank account within three (3) hours after checkout, and send a copy of your remittance evidence to our Customer Care at contact@iroo-indonesia.com on or before 11 am Jakarta time on the day, Mondays through Fridays excluding any public holidays.

  • From time to time subject to the sole discretion of iROO INDONESIA, we may offer our members who have recorded a total purchase of IDR30,000,000 a hassle-free same day delivery to your door step at your billing address located in Jakarta area for a maximum order on that delivery day not exceeding IDR10,000,000 with payment being settled by credit card swiped conveniently at your address.

  • For further details, please contact our Customer Care on +62 21 5797 3098 (iROO Pacific Place Jakarta) or +62 21 5790 6055 (iROO Plaza Senayan) between 10am and 9pm Jakarta time from Mondays through Fridays excluding any public holidays or via email to contact@iroo-indonesia.com
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
Yes, when you register with us, you can enjoy the following advantages :
  • Keep track of your orders and review your past purchases
  • Request a return-for-exchange directly from your account
  • Put your favourite items in your Wish List and share with your friends
  • Preview our new collections and register your interest for your favourite items through our e-lookbook as you can view in our iROO INDONESIA Site
  • Save your address and details for your convenience when you shop next time
HOW DO I CHANGE MY PERSONAL DATA?
Please login to access "My Account" page to edit your personal data or details. For information in full about our privacy setting, kindly refer to our Privacy Policy.
WHAT SHOULD I DO AFTER I CLICK "CHECK-OUT" BUTTON?
Upon clicking the "Check-Out" button, you are to proceed with :
  • Billing Information
  • Shipping Information
  • Shipping Method
  • Payment Information
  • Order Summary
and continue to click the 'Place Order' button.
If your payment method is by bank transfer, you are kindly required to send a slip copy of your payment evidence to contact@iroo-indonesia.com as early as possible within three (3) hours after Checkout, in order to expedite your payment verification process.
IS IT SAFE TO USE MY CREDIT CARD AS MY PAYMENT METHOD?
All payments by credit cards are processed through a secure checkout system provided by a reliable payment gateway.
If you would prefer to place an order via email or via telephone, please contact our Customer Care at contact@iroo-indonesia.com or +62 21 5797 3098 (iROO Pacific Place Jakarta) or +62 21 5790 6055 (iROO Plaza Senayan) between 10am and 9pm Jakarta time from Mondays through Fridays excluding any public holidays.
WHAT CURRENCY DO I PAY IN?
You will be paying in Indonesian Rupiah (IDR) currency. If you are using a credit card as your method of payment which is not denominated in Indonesian Rupiah (IDR), the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes your transaction.
WHICH COUNTRIES DOES iROO INDONESIA DELIVER OR SHIP TO?
iROO INDONESIA caters for shipment within Indonesia only. Cities in Indonesia being covered are as listed in the shipping locations when you are placing your order.
HOW LONG DOES DELIVERY TAKE AND HOW MUCH DOES IT COST?
Delivery or shipping charges to your location are listed when you are placing your order, after you check-out and continue to make payment. Normal delivery time may take 8-15 days or more depending on your delivery location. For more information, please refer to Delivery in our Terms of Use.
DOES iROO INDONESIA OFFER SAME DAY DELIVERY IN JAKARTA?
If your delivery address is in Jakarta (excluding greater Jakarta area), from time to time at our sole discretion you may enjoy same day delivery service, provided you complete your purchase and settle the payment of your order, and the funds from your payment are received in our bank account in full on that same day by no later than 11 am Jakarta time, Mondays through Fridays excluding any public holidays. For more information, kindly contact our Customer Care at +62 21 5797 3098 (iROO Pacific Place Jakarta) or +62 21 5790 6055 (iROO Plaza Senayan).
IS MY PACKAGE INSURED?
Your package may be delivered via a courier service. Should you opt to insure, you are to specifically request in written to our Customer Care, and the insurance cost will be added to your purchase amount being due and payable to us. Kindly carefully read our Delivery in our Terms of Use.
WHAT IS REQUIRED AS MY RECEIPT OF ACKNOWLEDGEMENT OF THE ORDERED ITEMS?
We require a signature at the delivery address as a receipt acknowledgement, at which point you fully accept that upon evidence of a signature at the delivery address, the responsibility for the ordered items (including gifts) has been passed to you and such signature is also an evidence of delivery and fulfillment by iROO INDONESIA. Whenever the ordered items are to be shipped out via a courier service company, the risk of loss and title for such goods will pass to you upon our delivery to the courier service company.
DOES iROO INDONESIA SHIP TO MULTIPLE ADDRESSES?
One (1) order must only have one (1) delivery or shipping address. If you would like us to send your orders to multiple addresses, please place a separate order for each destination.
WHY NOT ALL CITIES IN INDONESIA ARE COVERED AS THE DELIVERY OR SHIPPING DESTINATION?
iROO INDONESIA may be using a courier service company to deliver orders. Most of the cities in Indonesia are covered. The cities in Indonesia being covered in our shipping destination are only those cities included within the service scope of the aforesaid courier service company.
CAN I CHANGE OR AMEND MY ORDER OR ITS SHIPPING ADDRESS?
We are unable to change your existing order, combine orders, or add pieces once you submit your order and confirm its payment. For more details, please contact our Customer Care.

Once your oder has been placed, we are unable to redirect your delivery destination to another address.
HOW CAN I TRACK MY ORDER?
Once your ordered items have been despatched, you will receive an email containing your airway bill number and the accepted ordered items, to allow you to track your package.

You may also follow the progress of your delivery by signing-in to your My Account page and select My Order status.
HOW TO RETURN-FOR-EXCHANGE AN ORDERED ITEM?
If for a valid reason and within three (3) days after receipt of the item - with the day you receive the item is considered as day-1 - you wish to return-for-exchange an ordered item, please submit your Return-For-Exchange (RFE) Request Form from your My Account page. You can request to exchange items for a different size or for an alternative product, subject to stock availability, for one (1) time request only and the number of quantity or item(s) being returned is not more than two (2).

The ordered item and the duly signed RFE Request Form completed with all necessary requirement must be sent to iROO INDONESIA at your sole risk and expenses for our review process.
The approval or disapproval to any Return-For-Exchange (RFE) request will be at the sole discretion of iROO INDONESIA.
When you qualify to exchange your item, you may return it for a voucher code subject to our Voucher Code policy, and purchase the new item separately. In this event, you will be awarded a voucher code worth the item returned for exchange less any costs that may incur from your RFE request.
Note:
We regret being unable to process direct exchanges in iROO stores. Upon an approved RFE, you will have to wait until a voucher code (e-voucher) is awarded to you via email, and, then, place a new order to purchase new item using the voucher code (e-voucher) in our iROO-INDONESIA.COM Site;
For further details, please refer to our Return-For-Exchange and Voucher Code policies in our Terms of Use.
WILL I GET THE FULL REFUND IF MY ORDERED ITEM IS UNAVAILABLE?
There will be a refund processed to your bank account or to the credit card you are using when making payment, or alternatively a voucher code will be issued and sent via email to you. For more information, please refer to our Terms of Use.
HOW DO I KNOW THAT iROO INDONESIA HAS RECEIVED THE ITEM I RETURNED?
Upon receipt of the item being returned, iROO INDONESIA will do a quality and procedural check on the item. If it passes the quality and procedural check review, our Customer Care will send you a notification email, and the replacement item(s) will be sent to you at your expenses.

Should you do not hear from us after ten (10) working days after you send the item being returned, please contact our Customer Care for us to find out.
HOW DO I USE PROMOTION CODE?
There are two (2) types of our promotion codes i.e. 'general' promotion code and 'privilege' promotion code.

Please fill in the promotion code number before you check-out. Each transaction can only use one code. Promotion codes cannot be combined or used in conjunction with voucher codes, any other promotion code or offers, nor used after an order has been placed, and must be redeemed by the date or period published, if provided. Unused or remaining credit balance, if any, will be automatically forfeited.