Frequently Asked Questions

We deliver every Monday to Friday from 09.00 to 17.00 WIB. If the order enters outside of these hours, it will be sent during the company's operating hours. For orders that enter after 17.00 WIB will be sent on the next business day.

The KTX Custom Party is not responsible for any damage and/or loss incurred due to the negligence of the expedition party. The products we ship have gone through a quality check process and are safely packaged to avoid damage to the products inside. We offer compensation in the form of shopping vouchers for future transactions in the event of damage from the carrier.

For special delivery requests outside of our schedule and/or bulk orders, please contact us at [email protected] and submit your request to our Customer Service. Wherever possible, we will assist with your request. If this is not possible, then we will inform you directly. International Shipping We provide international shipping services according to your needs. For international shipping orders, please contact us at [email protected] and please submit your request to our Customer Service.

We have a return policy within 7 days after the goods are received by the buyer according to the shipping tracking. In order for the goods to be returned, the product must be in intact condition as when received, the plastic wrapping of the clothes is still in neat condition, has never been used and/or washed, and is not a product that is printed. We also require receipt or proof of booking as well as video proof of unboxing when the package is received as supporting proof of requesting a refund. To submit a return, please contact us at [email protected] and submit your request to our Customer Service. If eligible, then we will send a shipping label for the return of the product along with instructions on how and where the package should be delivered. If the package is sent to us without a refund request first, then the package will be rejected by us and the buyer cannot request a refund. If the returned product is received in a condition that is not in accordance with the return conditions, then we have the right to request a refund submitted by the buyer and the product will be sent back to the buyer. For further questions, please contact us at [email protected] and submit your questions to our Customer Service.

Please check the shipping receipt number we sent to your email. Delivery is carried out in accordance with the Delivery Policy.

Make sure you choose the right size according to the size guide we provide. We do not serve returns and/or exchanges of products of the wrong size due to buyer's negligence.

The products we ship go through a step-by-step quality checking process and are securely packaged to prevent damage to the shipment. If the product received is damaged, please apply for a return in accordance with the process and conditions stated in our Return Policy.

We accept returns of goods in accordance with applicable terms and conditions. Please apply for a return in accordance with the process and conditions stated in our Return Policy.

All transactions that have been paid are final and cannot be canceled for any reason.

Of course you can. Delivery as a gift can be done according to the process and conditions stated in our Shipping Policy.

KTX Custom is responsible for protecting your Personal Data and is subject to Applicable Laws. We are committed to managing, protecting and processing your Personal Data in accordance with this Policy which will apply to all Personal Data we obtain from you through our Platform. Please read and understand this Policy which contains the information you need to know about how we collect, use, process and disclose your Personal Data. We may also collect and process your Personal Data as excluded under Applicable Law which is not outlined in this Policy.We believe that this Policy may assist you in making the decision to provide your Personal Data to us. For the purposes of understanding the KTX Custom Personal Data Protection Policy (the “Policy”), capitalized words used in this Policy have the following meanings: “Applicable Law” means all laws and regulations relating to the protection and/or management of personal data in force in Indonesia, including but not limited to Law No. 11 of 2018 concerning Electronic Information and Transactions (together with its amendments), Government Regulation No.82 of 2012 concerning the Implementation of Electronic Systems and Transactions and Regulation of the Minister of Communication and Informatics Number 20 of 2016 concerning the Protection of Personal Data in Electronic Systems; “Personal Data” means any data concerning (a) an identifiable individual (i) from such data; or (ii) from data and other information in our possession or in our access to and including data in our database that may be updated from time to time, or (b) defined as “personal data” or “personal information” in Applicable Law; “Platform” means the Social Media and the KTX Custom Website collectively and any other websites or applications that we may own or manage from time to time; “Social Media” means the pages and accounts of KTX Custom in third party social media platforms such as Instagram, Facebook, Twitter, Pinterest and Google+; "Website" means the KTX Custom website which can be accessed through the address https://ktxcustom.id/. In our relationship with you, we may collect Personal Data from you. Examples of Personal Data we may collect include your name, contact details, mailing and delivery address, email address, date of birth, network and device data, your shopping and browsing behaviour, which is identifiable which you provide to us in any form or which we obtain through any form of interaction between us and you. If you provide Personal Data belonging to third parties by submitting such Personal Data to us, you represent to us that you have obtained consent from such third parties to provide their Personal Data for such purposes. By (1) clicking “Yes” from our Policy pop-up or from any other web referring to this Policy from any other online platform, (2) providing your Personal Data to us when registering an account on the Website; or (3) when ordering products or using our services, you have given your consent to the contents of this Policy. We may update this Policy to ensure that it is consistent with industry trends and/or any changes in legal and regulatory requirements. You agree to be bound by the applicable terms and conditions of this Policy which may be updated from time to time.

We will endeavour to inform you either by email or by notice on the Website if there are material changes to the Policy.