Frequently Asked Questions – Shop Guide
Q: I have successfully checked out and completed payment before the time limit, why haven’t I received a confirmation in my email?
A: Please check your spam/junk folder. Should you need further assistance, reach us by email: [email protected] 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 transfers to Indonesian customers only. All payments have to be made within 24 hours after the confirmation sent to your email; otherwise, your orders will be canceled automatically.
PLACING YOUR ORDER
Q: How do I place a bigger order?
A: To purchase lots of plants for a special project or occasion (quantities greater than ten), send an email to [email protected] We’ll be happy to help.
Q: Why can’t I place an order for big houseplants?
A: Due to the delivery limitation, we are unable to deliver big-sized plants outside Jakarta.
Q: How do I place an order for big houseplants?
A: Since you can’t order them via the website, send an email to [email protected] We’ll be happy to help.
Q: How do I pick up my order for big houseplants?
A: They are exclusive to Jakarta. Thus, to pick them up, you may visit our studio (by appointment), or you can use the service provided by Gojek. The arrangement should be made prior to the delivery via email [email protected] or via phone/WA 0812-1903-6221
Q: Where do you ship?
A: We do ship worldwide for pot, not plants.
Q: What couriers do you use for shipping?
A: We use local couriers for shipping. For those who live in Jakarta, you may visit our studio (by appointment), or you can use the service provided by Gojek/Grab. For the details, please read more about Self Pickup
Q: What is Self Pickup?
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 the option to select Self Pickup as your shipping method. Please inform us of your preferred pick-up date as this can only be done with an 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.
Suppose you are unable to pick up your order within this timeframe, you can choose an option to use the service provided by Gojek/Grab (the customer covers fee) – 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) or you can use the service provided by Gojek/Grab. For the details, please read more about Self Pickup.
ORDER PROCESSING AND STATUS
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 package theft, but we are happy to do our best to assist.
Q: How do I check my order status?
A: Please log in to your account and go to the tracking page.
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 [email protected] 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 return policy on living plants. 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 [email protected] 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 the sale item?
A: Please note that all sales are final on discounted items, returns are not possible.
ORDER AND RECEIVE PLANTS AND ARTISAN POTS
Q: Will I get the same plant or item as shown in the image?
A: Other than the items shown on the supplies page and special collection, the answer will be no. You will receive your own unique item. Each plant is unique. They won’t look exactly the same as the other (although they are in the same families/species/types) due to their natural variation.
When you order handmade pottery that we develop collaboratively with our team of potters, you select a one-of-a-kind piece, and we take great pride in each work 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 at [email protected]
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 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. To ensure that your piece adjusts to your environment, please place it in an appropriate location and refrain from relocating for at least two weeks.