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    FAQ

    Here are some of our most frequently asked questions.

    If your question isn't here or if you would like more information please contact us.




    Please choose from one of the options below:



    How can i cancel my order?

    • Can I cancel my order? What are the conditions?

      Any cancellation can be done, if the products have not been entered in the payment process.

    • How do I cancel my order?

      If you haven’t made a payment, the order can be canceled / you can delete all existing products in your shopping cart by clicking on the cross sign. However, if you've made a payment, you need to contact our customer service at phone number 021-7221312 or email onlinestore@minimal.co.id to make a cancellation request .

    • Can I cancel the order and create a new order using vouchers?

      You can cancel your order and create a new order by using the voucher, if you haven’t made payment before.

    • Can I change the product from my order, but my order is being processed?

      Sorry orders that have been processed can’t be changed, but we provide exchange and returns.

    • I accidentally ordered the same product. Can I cancel one of them?

      Products can be canceled if you have not made a payment. If you've made a payment, you need to contact our customer service at phone number 021-7221312 or email onlinestore@minimal.co.id to make a cancellation request If your order already in delivery stage, we couldn’t cancel your order. However, if you order the same product and want to return it, you can return it within 7 business days.

    • I received an incomplete order, what should I do?

      Your order can be shipped separately, therefore it can be received with a different time or for more information you can contact our customer service at phone number 021-7221312 or email onlinestore@minimal.co.id

    • I received damaged / defect product, what should I do?

      If the product you received is damaged / defective, we will gladly send a replacement to you. Please inform our customer service at the phone number 021-7221312 or email onlinestore@minimal.co.id, we will contact you immediately. To speed up the exchange process, please pack the product in its original conditions with price tag intact. Exchange must be accompanied by the original invoice and return form.



    How do I track my order status?

    • You can track your order by clicking "Track My Order" at Minimal home page and fill the order number and registered email.

    • I can’t track my order on courier tracking page. How do I track my order?

      Tracking information may not yet be available for your order; it will be available on the day after you ordered (business days), when our logistics have updated their records.
      If after 3 business days you still have problem with your tracking number, please reach out to us at phone number 021 – 722 1312 or email onlinestore@minimal.co.id. We will assist you right away.



    Refund & Return?

    • Online orders are 100% protected by a 7-Day Money Back Guarantee! If you are not happy with your order, just let us know within seven (7) days of the date you received the item, and send it back to us for an exchange or a full refund.

    • When does the seven (7) days start?

      The 7 days period will start from the date that you received the item, this is based on the signing of the consignment note from the courier.

    • What's eligible for return?

      You can return or exchange any item that's in its original condition (unwashed, unused, and unworn) with price tag intact. Exchange or return must be accompanied with the original invoice. All the following policies are not applied to Sale items. All sale items cannot be exchanged or refunded.

    • Who pays for the freight?

      The customer will be liable for any freight costs to return the items. We will only refund shipping charges if we've sent the wrong item.

    • How do I return the items?

      We recommend you to send the package using trusted logistics, like RPX or JNE. In all circumstances, items should be in their original packaging and be suitably packed and protected from damage during freight.

    • How much do you get back?

      You will receive the same amount of the original purchase price of the items (exclude bank transfer cost, if there is any)

    • When will you get the money?

      Minimal will refund the money within ten (10) days after we have received the items. Please note that it may take a couple of days for the bank to clear funds to your account. We will inform you once the refund has been issued.

    • What will Minimal not refund?

      Minimal will not refund any freight costs, or any surcharges incurred during the transaction. Minimal will not issue a refund if the item is damaged or not in the original condition and packaging with all original accessories supplied.

    • How do I exchange the items?

      It's okay to change your mind if the products don't fit you well. Just let us know within 7 days after you received your product. In all circumstances, items should be in their original packaging and be suitably packed and protected from damage during freight. Please include a note the reason you want to exchange this item, (example: wrong size, color, wrong item, etc). In your note also tell us what the replacement item size or color is. If we have the item you request in stock, we will ship the item to you and notify you that the replacement item has been sent to you. If we do not have your item in stock, and the original returned item has not been damaged in any way, shape or form, we will refund you the cost of the item, less any freight costs or any surcharges incurred during the transaction.



    What are the payment methods available?

    • To bring you the best in online shopping experience, we offer multiple payment methods:

      1. BCA Bank Transfer
        • It may take up to 1x24 hours (business day) for us to verify your payment
      2. Credit Card with Visa and Mastercard logo
      3. Cash On Delivery (COD)
        • You can do cash payment to our courier upon receiving your order
        • Coverage area for Cash on Delivery is listed here
      4. 0% Installment – 3 months
        • You can pay with 3 months 0% installment plan using these credit cards:
          • BNI
          • HSBC
          • Standard Chatered
          • UOB
          • BRI
          • Permata
          • Bukopin
          • Danamon
          • OCBC
        • Minimum transaction is IDR 500.000,-
      5. DOKU Wallet
    • How can I know if my payment was successful or even failed?

      An email notification of whether your payment was successful or not will be sent to you once your order has been confirmed.

    • Why was my order charged wrong amount?

      Your order might incur additional shipping fees or bulky (heavy item) fees. In case of incorrect charge, please contact us at 021 – 722 1312 or email onlinestore@minimal.co.id. We will assist as soon as possible.

    • Which credit cards are accepted for payment?

      Minimal accepts all major credit cards supported by VISA or MasterCard.

    • Do you keep my credit card details?

      Your security is our priority. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks for payment processing.



    Where can I get more information about the product?

    • On the product detail page, you can read all the information about the product, for example, product specifications, product pricing, product color, and more.

    • How do I know the products that I want are in stock or not?

      You can find out the stock of the products you want from the product detail, there is also the lettering "in stock" and "out of stock".



    When will I receive my order?

    • After you successfully make a payment, our Customer Service team will verify and will provide the latest information to you immediately via email. To find the estimated delivery time of your products, please refer to the estimated time in checkout page

    • I ordered multiple items, but I only receive 1, where are my other items?

      Your order can be shipped separately, therefore it can be received with a different time or for more information you can contact our customer service at phone number 021-7221312 or email onlinestore@minimal.co.id

    • What delivery methods are available?

      Minimal provide 2 delivery methods :

      • Free delivery and economical delivery
        Free delivery applies to any order over IDR 300.000,- . And for order under IDR 300.000, delivery fee will be applied. delivery fees list

      • Express delivery (coming soon)
        We’re partnering with GOJEK to deliver your package on the same day. It’s applicable for order confirmed before 12 noon (business day), for Jakarta addresses only.

    • How do I check the length of time the product delivery?

      The length of time depends on the delivery method you choose, and distance of the destination city.

    • Can I schedule delivery time?

      Our courier service is unable to provide scheduling of deliveries; therefore we can’t guarantee delivery of your order for a specific time or date. Yet you can rest assured we are working closely with our service partners to allow us to better serve you in the future.

    • Do you deliver during weekends and holidays?

      We are sorry, our logistic partners will only be operating on weekdays.

    • I need my order now, can Minimal speed up the delivery?

      Sorry, we can’t speed up the delivery process. Estimated delivery depends on the region of your delivery address. We will send a notification via email if the order has been shipped.

    • How can I choose economy-delivery method for my order?

      We only provide 1 shipment method.

    • I just received an email saying that my item has been shipped. When will I receive my order?

      Estimated time depends on the type of delivery method you choose, and also region of the delivery destination.

    • Can I receive a call before delivery?

      Sorry, we do not provide these facilities.

    • Can I cancel my order, if my order has been shipped?

      If your order has been shipped, it cannot be canceled.

    • Does Minimal offer international shipments?

      Yes, we offer international shipment only to Singapore from Jakarta, Indonesia

    • Can Minimal deliver the package to my office?

      Minimal will deliver your order following the address you provide during checkout, whether it is your house address or office address.

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