Shipping Information

When will my order ship?
Most orders will ship within 5 to 12 business days of purchase!

Depending on the status of our manufacturers, some products may take longer. Some delays are inevitable and can delay your order by up to 20 business days. Please kindly understand that Klova Studios does NOT offer cancellations due to these delays. One thing to note is that these delays are true for ALL customers of our brands, Indonesia and global.

We do not ship orders on weekends or Indonesia holidays. Occasional delays in processing time may occur due to high volume, especially around the holidays.

You will receive an automated shipment notification email once your order has been processed and shipped. If your package does not arrive within 12 business days from shipment, please contact our customer service center.

Where can you ship to?
We can ship to most countries that the EMS ships to!
Please keep in mind that all delivery rates provided by Klova Studios and the EMS are estimates only.

If you choose to have your items sent to an international forwarding service, we cannot guarantee their services or deliveries. It is the customer’s responsibility to provide the appropriate information to the forwarding service. We work exclusively through the EMS and cannot provide any assistance regarding the forwarding service.

Klova Studios is not responsible for packages sent back due to factors outside our control, such as the absence of the recipient, customs, etc. Additional shipping charges will result from such situations, which is not the same as our usual discounted shipping charge. When a shipment is sent back, there will be an email regarding the situation, and when proper action is not taken within 3 weeks, we reserve the right to dispose the shipment.

How much will shipping cost?
You can determine your shipping cost by adding all of the items you would like to purchase to your cart, and then using the shipping calculator provided at the bottom of the cart page!

Shipping fees estimation are determined by the total weight of your order and your location, and these rates are calculated by the EMS. Please note that orders shipping outside the Korea may be subject to customs fees; these are separate fees determined by the country the package is being sent to, and are not a part of the shipping cost.

Can I change my shipping address?
If your order has not been shipped yet and you would like to change your shipping address, go here and contact us. Please note that once an order has been shipped, the shipping address cannot be changed.

Where do you ship from??
Klova Studios ships from the Jakarta, Indonesia to destinations world wide!

Where is my package?
You can check up on the journey of your package by selecting the tracking/customs link located in your automated shipping notification email. Once shipped, most packages will arrive within the estimated time, but occasional delays may occur, especially during busy holidays or extreme weather conditions. International shipments may experience delays due to customs inspections, which we unfortunately cannot control. All delivery times are estimates only, and are not guaranteed!

If your order is shipping via EMS International, please allow a maximum of 8 weeks from the shipment date for your package to arrive! This method is not fully trackable, and due to the unpredictability of international customs, exact delivery estimates cannot be provided.

International import taxes & customs fees
If your package is shipping outside of the Indonesia, it may be subject to import taxes or customs fees. Klova Studios cannot control and is not responsible for any customs fees that your government may charge you for importing goods. It is the sole responsibility of the customer to pay customs fees. We are required by law to declare all items at their actual price and cannot alter this amount to decrease international custom fees. We cannot mark packages as “gifts”, and cannot mark the value of the product less than what it actually is to evade customs charges. Please note that on occasion, customs may delay delivery of some packages. If you have any questions regarding the customs policies of your country, we recommend contacting your local customs office directly.

I need an order delivered by a specific date!
Because of factors involved in shipping that are beyond our control, we cannot promise or guarantee delivery by specific dates.

Order Tracking

To find out the process of your order, please click here.

Package Tracking

After your order has been shipped, you will receive a shipping confirmation email.
You can use these websites to track orders that include a tracking number:

(Click to Track Your EMS Shipment)

* Order tracking time is vary depending on the shipping company.
* It may take more than 24 hours after shipment. 

After your order has reached your home country, you can also track it on your local postal service website using the same code.
Unfortunately in some countries (including UK, Australia, Germany, Netherlands, Spain, Canada, Central America & South America)
the Postal Services do not offer online tracking after the order has arrived to the destination country.

 

(FAILURE TO DELIVER)
Klova Studios is not responsible for packages sent back due to factors outside our control, such as the absence of the recipient, wrong address, customs, etc.
(If the return reason is due to unsuccessful delivery such as absence of addressee, incomplete address, etc., shipping fee will be deducted from the refund)
Additional shipping charges will result from such situations, which is not the same as our usual shipping charge.
When a shipment is sent back, there will be an email regarding the situation, and when proper action is not taken within 3 weeks, we reserve the right to dispose the shipment.

PLEASE! double check your shipping address and telephone number.
PLEASE! Keep check and track your orders tracking number.

Refunds & Returns Information

Qualifying items from your order can be returned within 30 days if you are not happy with your purchase.

  • At this time, Klova Studios does not offer direct exchanges. Instead, the item can be returned for a refund, and a new order may be placed for a different size or color.
  • Items marked ‘OUT OF STOCK’ on the product page are not eligible for returns.
  • Please contact our Customer Service Team before any action is made. Returns sent without our prior approval will not be accepted.
  • The customer is responsible for return shipping costs unless the item is damaged or incorrect. (We will refund ‘return shipping costs’ once we receive the item).
  • If you received a damaged or defective item, please provide a photo of the item(s) when sending the returns e-mail.
  • If you received an incorrect item, please provide a photo of the item(s) incorrectly received when sending the returns e-mail. We recommend referring to your packing slip or confirmation email to confirm that the item received does not match what was ordered.

Refund process?
Refunds can only be issued to the original payment method. Refunds cannot be issued to a different method than was originally used at checkout.

Refunds for returns will be issued once the returning product(s) have been received in our returns mailbox and processed through the returns e-mail. You should receive an automated email notification when your return has been successfully processed, but please not that your bank or credit card holder may require 1 to 7 days to process the refund and for it to correctly appear on any statements.

Return & Exchange Address?
Please send all returns and exchanges to:

Klova Studios (Goods Core)
Jalan Nusa Tenggara No 38 Beji, Depok
Jawa Barat 16421

Payment Information

What payment methods does Klova Studios accept??
We accept the following payment methods:

PayPal
Debit or Credit card (MasterCard / VISA / AmericanExpress  / Discover E-checks)
All prices are displayed in US Dollars. For different currencies, your credit card company will calculate the exchange rate automatically.

Cancellation?
If your order has not been shipped yet, you may cancel your order by contacting us. ([email protected])
If your order has already shipped, we cannot cancel it.