FAQ

Q: I have successfully checked out and completed payment before the time limit, why haven’t I received a confirmation in my e-mail?

A: Once you made the payment, please wait 15 minutes for the system to provide you with the confirmation via e-mail. Once the time limit has passed, please check your spam/junk folder. If the confirmation email is still nowhere to be found, you can check the status of your order on My Account page. Should you need further assistance, reach us by email: tamanhayat@gmail.com or by phone/WA at 0812-1903-6221

Q: How do I make a payment for my orders?

A: We currently only accept offline payment/ bank transfer to Indonesian customer only. All payments have to be made within 24 hours after the confirmation sent to your email, otherwise your orders will be canceled automatically. 

Q: How do I make a payment for my orders if I am from outside Indonesia?

A: International shipping can only be done for planter order and we can only assist you via e-mail. For any inquiries regarding our products and prices, shipping cost calculation, and payment method; please reach us via e-mail for further assistance. 

Q: Where do you ship?

A: We currently ship only to provinces in Indonesia. International shipping can only be done for planter order and we can only assist you via e-mail. For any inquiries regarding our products and prices, shipping cost calculation, and payment method; please reach us via e-mail for further assistance. 

Q: What couriers do you use for shipping?

A: We use JNE for shipping and you will be notified you via e-mail if there is a change in courier. For those who live in Jakarta, you may visit our studio (by appointment) in West Jakarta or you can use the service provided by Gojek. For the details, please read more about Local Pick Up.

Q: When do you ship?

A: Planters are shipped on Tuesday and Thursday, while plants are shipped only on Thursday. For those who live in Jakarta, you can select Local Pickup as your shipping method if you require your package to arrive early. You will receive a shipping notification email once it’s shipped.

Q: How do you calculate your shipping fee?

A: The formula used is generated from JNE Shipping Fee. 

Q: What is Local Pick Up?

A: It can only be done for those who live in Jakarta. As long you enter Jakarta address as your shipping address, you will be given an option to select Local Pick Up as your shipping method. We will inform our preferred pick-up date via e-mail as soon as we receive payment of your orders. This service can only be done with appointment.

Your order will be held for 2 days. If your order contains plants, we will care for them for you while they are awaiting pick up.

If you are unable to pick up your order within this timeframe, you will also be given an option to use the service provided by Gojek (fee is covered by the customer) – please email or WA us if you prefer this method instead.

Q: Can I get same day delivery?

A: At this time we are not offering same day delivery. If you are local to Jakarta, you may visit our studio (by appointment) at West Jakarta or you can use the service provided by Gojek. For the details, please read more about Local Pick Up.

Q: My package never arrived. What happened?

A: Once you receive your shipping confirmation email, check the tracking page for the scheduled delivery date. If this date has passed, please call your local post office/courier, as they may be able to provide an updated delivery date. Unfortunately we are not responsible for any package theft, but we are happy to do our best to assist.

Q: How do I check my order status?

A: The status of your orders can be found in My Account – Orders with the following details: 1) On hold: Your order has been received 2) Processing: Your payment has been received and your order will be delivered to the submitted address 3) Completed: Your order has been delivered successfully 4) Cancelled: Your order has been received, but payment is not received within 24 hours.

Once your order is shipped, we will notify you by sending a proof of delivery via email so that you can track your order from the courier’s website. 

Q: My order arrived damaged. What do I do?

A: We do not accept returns on items containing live plants, except they arrive damaged/defective. Every plant is fragile and the shipping process is not always kind (and sometimes the delivery guys are even less kind). Please inspect your package when you accept the delivery. Should your order arrive damaged, email a photo to tamanhayat@gmail.com along with the order number within 48hours of receiving the delivery. We’ll happily exchange your order or issue a refund. Please do not ship any packages back to Taman Hayat without prior notification.

Q: What is your return policy? Can I make a refund?

A: If you are ordering living plants, please check our previous question. Other than living plants, we accept returns for refund or exchange within 14 days of purchase provided that items are returned back to Taman Hayat in their original unused condition. If you’d like to make a return, please email tamanhayat@gmail.com and we will reply with further instructions.

Please note that we cannot refund shipping fees, and the customer is responsible for return shipping fees. Taman Hayat is not responsible if the returned package is lost or the item is damaged in the mail.

Q: Can I make a refund for sale item?

A: Please note that all sales are final on discounted items, returns are not possible.

Q: Will I get the same plant or item as shown in the image?

A: Other than the items shown in the supplies page, the answer will be no. You will receive your own unique item. Each plant is unique. They won’t look exactly the same like the other (although they are in the same families/species/types) due to its natural variation.

When you order a handmade pottery that we develop collaboratively with our team of potters, you are selecting one-of-a-kind piece and we take great pride in each piece being different from another. Thus you can expect differences in size, shape, and color. Nonetheless, aren’t they the charm of artisan pottery?

Finally, if you feel unhappy with the differences in your order and what is shown in the image online, please contact us tamanhayat@gmail.com

Q: What do I need to know about receiving live plants in the mail?

A: Plants need immediate care upon receiving. First of all, don’t get panicked by a small amount of leaf loss as this is normal and to be expected. Your plants will be tired from their journey and need to be exposed to light and watered thoroughly upon arrival. Please refer to the care instructions included in your package. In order to ensure that your piece adjusts to your environment, place it in an appropriate location and refrain from relocating for at least two weeks.