My tracking number says it was delivered but I didn’t receive anything. What should I do?

SHIVALOKA insures each purchase up to $1000 during the time it is in transit until it is delivered to your specified delivery address. If the customer wants to insure orders above $1000 value, insurance will be charged at 2% of the invoice value. Please contact us for insurance requests or questions. 

We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by SHIVALOKA, and transfer of responsibility in the same way. The goods are your responsibility from the time we deliver them to the address you gave us.

DHL can deliver an order to certain destinations without collecting a signature. You can make this selection through DHL’s website with your airway bill number, otherwise the signature required will be set by default. Please be aware, that if no signature is collected, you agree to our terms and conditions and confirm that SHIVALOKA can leave your package(s) outside the premises at the shipping address provided by you without obtaining a signature for proof of delivery. Please be aware that, if no signature is collected, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur. On occasion, DHL may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe.

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 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.

Will I have to pay international import taxes & duties for my order?

As we ship internationally from Bali, all our customers may be responsible for import taxes & duties by your local customs office. We are currently working on tax free shipments to certain countries, including the UK, Australia and other countries. Please check back or email us for further details.

Please refer to your local government customs website to check applicable VAT and duty taxes.

What happens if I can’t receive my order or refuse to accept delivery?

Once your orders is shipped, it cannot be canceled. If the customer is not able to receive the parcel after several attempts of the courier for delivery or the customer refuses to receive the parcel for any reasons, the order will be returned to Bali after 14 days and the customer becomes responsible for any shipping charges, including return shipping charges to Bali and any applicable duty and import taxes as Indonesian customs doesn’t recognize returns and will tax accordingly. 


Please contact the courier at your local office if you should be unable to receive the parcel at the scheduled delivery time and schedule a convenient date and time within the allotted grace time for delivery.

When will my order ship?

Orders typically ship within 1-2 working days, not including weekends. I.e. If we receive an order Friday at noon in Bali, the earliest it may ship is Monday afternoon, depending on if we have stock or need to produce the order for you.

Due to effects of Covid, Bali was closed for two years and onlys started opening its borders again slowly in March 2022. We are still navigating the challenges these restrictions brought, and beg for your patience and understanding. We currently do not hold a lot of stock and often produce on orders as we receive them, so it can happen that delays can occur. 

If you have any urgency regarding receiving an order because it is a birthday gift etc, please inform us by contacting us at and we will do our best to prioritize your request and get it to you in time.

Please note that the shipping period for DHL or other courier option only reflects the time it takes once the order has been picked up by the courier and is in transit to your destination.

Selecting the faster courier option does not mean that the fulfillment or production part is expedited. It only means that the actual shipping time is expedited.

During sale periods, we expect delays in fulfilling and dispatching your order. If you require priority shipping, please email us at

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