I made an order but forgot to apply the promo code, can I still receive the discount? Please contact our customer service to apply the promo code after the order has already been processed. We will refund you for the amount of the discount.
Why is my promo code not working? If your promotional code is not applying to your shopping cart, there may be a few reasons” Check to make sure you entered the correct code the promotion connected to the promo code may have already expired Promo code may not be applicable during sale promotion or on already discounted items If you feel that none of the above reasons apply to you, please contact us at [email protected] and we will be happy to assist you.
Are payments secure? SHIVALOKA uses Secure Socket Layer (SSL) technology to encrypt and protect the data you send us over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to find out more information about the SSL digital certificate registration. You will also notice that when you look at the URL at the top of the browser you will see that it begins with ‘https’ instead of ‘http’. This means that you are in secure mode. We accept online payments through secure payment gateways Stripe and Paypal. All credit card information is encrypted and shared directly with them and never stored on our website.
How can I purchase a Gift Card? If you wish to purchase a Gift Card, you can find the link to purchasing Gift Cards in our bottom menu or here. (ADD URL when we have the URL Link). Gift Cards can be purchased and gifted to someone else by submitting their email address. The recipient will receive the email for the gift with their Gift Card credit that they can redeem on our website by using the unique Gift card number. You can check the balance of your Gift Card in your account. Gift cards purchased online can only be redeemed online. We do not accept Gift Cards purchased online at our retail stores in Bali.
What are your delivery options? For domestic delivery, we offer following delivery options: Bali: In the Ubud area, we offer personal delivery to your villa or hotel for a $10 personal delivery fee.To Sanur, Seminyak, Canggu and Nusa Dua, there is a $15 delivery fee. Indonesia: For domestic shipping in Indonesia, we use JNE and orders can be delivered within 1-2 shipping days. For international delivery we use DHL We recommend our most reliable and efficient delivery service through DHL World Express shipping. EMS Pos Indonesia (Expedited Postal Service) This is our secondary, postal shipping option, yet is not available for some countries as we try to ensure safe delivery, and EMS connects with the postal service in the destination country.
What should I do if my order is delivered and when I open the box, the item is broken? If you receive your order and it appears to have broken during the transit period, you must notify DHL and email them with the photo evidence and tracking number to make a claim. Any breakage during the transit period is not Shivaloka’s responsibility but must be reported to the courier. You can contact us at [email protected] to inform us about this. We will assist you in this process, and once the courier has taken responsibility for the breakage in writing, the item needs to be returned and once received, we will replace the item.
Can I have my order delivered to my hotel in Bali? If you’re visiting Bali but don’t have the time to visit one of our shops, yet wish to place an order online, we can deliver your order to your hotel in Bali, please select “personal Delivery to Hotel in Bali”. Please allow 2-4 business days for delivery, and note your hotel name and address, room number and your Whatsapp number or best contact number on which we can reach you to confirm and let you know the date and time of delivery. Please note that we can only deliver Monday – Friday, except holidays. Deliveries in the Ubud area are free of charge. Yet, there is a $10 delivery fee for personal deliveries to Sanur, Seminyak, Canggu and Nusa Dua. We require a signature for delivery from you or you need to authorize the hotel staff to receive the delivery for you.
My order is stuck in customs. What can I do? If your order is held by customs for any prolonged period and you require assistance in the process, please first contact the courier with your tracking number to get information regarding the reasons given by customs for the hold. Then, contact our customer service by email and forward the communication you received from the courier. We will do our best to assist with providing any required documentation. Please note Shivaloka is not responsible for any delays caused by customs inspections. If you experience a long hold by customs, the recommendation by the courier is that the customer can file a complaint with the customs office. Please visit your local customs government website to see the procedure for a complaint. If you wish to cancel the order if it is stuck in customs for a long period. Our policy for refunds is that refunds will be issued only once the order parcel has been returned and received by us. Shipping fees are deducted from refunds for returns.