Frequently Asked

Add pieces to your bag, fill in your name, phone and delivery address, then tap Send on WhatsApp. We confirm by hand and send payment instructions.

Because every order is handled by a real person from our atelier. WhatsApp lets us reserve the right size and colour for you before any money moves.

Not yet. The order becomes binding when we reply with a written confirmation. Until then, you can change or cancel it freely.

Yes. Call +62 822 3648 2551 during studio hours (Mon–Sat 09:00–19:00 WITA).

No minimum. We ship free worldwide on orders over Rp 5,000,000.

Bank transfer (Indonesia and international), Visa/Mastercard via secure link, and selected local methods.

Yes. We never see or store your full card details — the payment link goes through a PCI-compliant gateway. Bank transfers go directly between banks.

All orders are invoiced in Indonesian Rupiah (IDR). The currency switcher on the site is a courtesy conversion at the current rate.

24 hours. Unpaid orders are released after that window so the pieces can return to stock.

Worldwide. See the Shipping page for the full list of zones and times.

2–3 days inside Indonesia, 3–10 days elsewhere depending on the country.

All shipments are DDU (Delivered Duty Unpaid) — any local duties, VAT/GST and courier handling fees are paid by you on arrival. For the US, almost all our pieces fall under the USD 800 de-minimis and ship duty-free. For the EU and UK, expect roughly 20–25% on top. For an exact figure, please check your country's customs site — rates are set by the destination country, not by us.

You'll receive a tracking number by email or on WhatsApp as soon as we hand the parcel to the courier.

Yes, within 14 days of delivery. Write to care@onmebali.com first — we'll send you a Return Authorization (RMA) number. Returns without an RMA cannot be processed.

The customer. You can use any courier or we can arrange one and deduct the cost from your refund. If the item arrived defective or wrong, we cover the return shipping ourselves.

If the parcel re-enters Indonesia from abroad, Indonesian customs (Bea Cukai) may charge import duties — these are deducted from the refund. The original outbound shipping is refunded only if you paid it, and at the standard rate.

Final-sale, archive and customised pieces. Swimwear, intimates, lingerie and pierced jewellery (hygiene). Fragrance with a broken seal. Gift cards. Anything outside the 14-day window.

We don't process formal exchanges. Request a return and place a new order — we'll prioritise the second shipment to overlap.

Within 14 days of our receiving and inspecting the returned piece, to the original payment method, in the currency you paid. Pieces failing inspection (worn, marked, missing tags) are not refunded and are returned to the sender at their cost.

Write to us within 48 hours of delivery with photographs (close-up of the issue and a wide shot). We arrange the return at our cost and replace, repair or refund — your choice.

Most pieces follow international standard sizing in centimetres. See the Size Guide for our chart and how to measure.

For drapery and kimono cuts, size down. For structured pieces, size up. When in doubt, write to us with your measurements.

Minor alterations are available in-store in Seminyak. For online orders, write to us and we'll arrange a local seamstress recommendation.

You receive a code by email. The recipient enters it in chat checkout — we apply it to their order.

12 months from purchase.

No — but it can be used in any of our boutiques or online.

Our atelier is in Seminyak, Bali. We have boutiques in Seminyak, Pererenan and Ubud — see Stores.

In our own atelier in Bali, with a small team of cutters and finishers we've worked with since 2022.

Yes, in small quantities. Write to care@onmebali.com with your boutique name and we'll send a line sheet.