What if my item ordered in store doesn’t fit the first time? Can I alter it and does it cost me anything?
Where you are in Bali placing your order, we do ask you to allow enough time for an in-store fitting once your item is made, which will then allow us to make any further alterations that you require. As items are made to measure, alterations may be required just to get the fit perfected to you.
Can I customise my item if I am not in Bali?
At the moment we are unable to offer this service - we do allow requests for small customisations where you would love a different colour hardware or colour options, however are not able to service new designs / full customisations on items. We do invite you to contact our customer services team for any special requests, at: email@example.com and we will assist you the best we can. Please note, we are unable to provide any refund or exchange for customised and personalised items.
How does made-to-order work?
Basically your order is made as placed – where you are visiting us in store, we make to your customisations, and work to have this completed whilst you are in Bali and so as you can take the order home with you. Where the timing of your trip does not allow for this, we can always ship your order to you and you will be advised of this when in store. Where purchasing online, and we do not currently hold the stock of your item, whether it be the style, size, or colour, we place your order with our team of tailors upon receipt of your order, and it is handmade as placed. This can apply to all of our items. Customised orders are all made to order, and we like to allow 10 – 14 days for any made to order items depending on the nature of the item purchased. We will email you to keep you updated for when your order is dispatched.
How long does it take to get my order?
Order dispatch times do vary depending on your order placed – where your order is in stock, we will dispatch your order within 48 hours of order being placed. Where your order is being made to order, or is being made as per customisations, we allow up to 10 - 14 days for the order to be completed. We work to have all made to order, and customised orders, dispatched within and up to 14 days of order bing placed. Once dispatched, orders shipped generally take around 4-6 days to reach your address, depending on your location. Where you require more information please contact our customer care team via email: firstname.lastname@example.org
Where do you fulfil orders from?
Our orders are fulfilled and dispatched either from our Head Office in Sydney, Australia or Head Office in Bali, Indonesia.
What if I need to make a change to my order regarding address, shipping methods, or the order itself?
Changes can only be made to your order before it has been placed with our team of tailors for customised orders, and/or prior to being dispatched for stock orders. Where you need to make changes to your order, have entered the incorrect address, or shipping method, please contact our customer service team as soon as possible via email: email@example.com and we will do our best to accommodate for this. Please carefully review all cart items, payment, and shipping details prior to purchase.
What shipping services do you use?
All Australian and New Zealand orders are shipped via Australia Post Express and all remaining international orders are sent via DHL Express. We will provide tracking for all items.
How can I track my order?
Once your order is dispatched you will receive a shipping confirmation email or SMS with your AWB tracking number, and a link to track your shipment.
How do I submit a return and how is this processed?
Returns are to be submitted through our returns portal here and must be submitted according to our 10 day returns policy. Please refer to our RETURNS section on our site for further details on this.
Do I have to sign for my order and what happens if I am not home at the time of delivery?
All orders are shipped by Australia Post or DHL which are both registered services that must be signed for at the time of delivery - if you are not home to sign for your parcel at the time of delivery, your parcel will be delivered to your local post office or nearest representative hub, and you will receive a text msg providing details to arrange your delivery time. If you do not collect your parcel from the location advised, within 7 business days your parcel will be returned to us and it is your responsibility to follow this up to have it re-shipped. Where you require more information please contact our customer care team via email: firstname.lastname@example.org
What happens if my order is not delivered or has gone missing?
In the case where Australia Post, EMS, or DHL is unable to deliver a package due to an incorrect address, multiple failed attempts to reach the customer at point of delivery, the customer’s refusal to pay duties, or otherwise, The Bali Tailor is not liable for payment of return shipping costs levied by the courier (which includes any unpaid customs or taxes). In addition to this, The Bali Tailor is not responsible for any fees incurred upon re-shipping merchandise to the customer - the customer is responsible for all shipping costs associated with returned packages due to failed delivery. We cannot be held responsible for any missing shipments once dispatched, however will do our best to assist you with locating your shipment. For any further delivery or shipment issues please contact our customer care team via email: email@example.com and we will assist you to have this resolved where we can.
Do I have to pay importation costs and/or taxes on my shipment?
Please be aware that all countries have different laws regarding the importation of certain products and taxes etc., and our orders designated for shipment to countries outside of Indonesia, may be subject to import fees of which we have no control and are unable to provide estimates of as they differ widely from country to country. Most countries have a value threshold on imports before they start charging duty, for example the Australian Government charges duty, GST and various administration fees on all imports valued at over AUD$1,000, therefore these charges do not often apply, and DHL ship door to door - however where it does, we are unable to take responsibility for this. We cannot take any responsibility for the payment of import fees, taxes or other associated import costs to any country, as these costs are the responsibility of the recipient. Where you have concern regarding this, as your purchase amount is over the countries declared threshold, we recommend you contact your local Customs office for current charges before placing your order or visiting a duty calculation website such as www.dutycalculator.com. We will do our best to answer any concerns regarding this however, so please do not hesitate to ask: firstname.lastname@example.org
For any other queries you have, that have not been answered on our site, please do not hesitate to contact our customer service team, as we are more than happy to help: email@example.com