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ONME BALI · Resort Wear
Care

Returns

We make pieces to keep. If something is truly not right, the process below explains how we handle a return — and the protections that apply in your market. Last updated 26 May 2026.

Time window

  • Within 14 days of delivery, write to care@onmebali.com with your order number and the reason for return
  • We reply within one working day with a Return Authorization (RMA) number
  • You then have 14 days to ship the piece back, with the RMA visible on the outside of the parcel
  • Returns sent without a valid RMA cannot be processed and will be returned to the sender at the sender's expense

Condition

  • Pieces must be unworn, unwashed, and in original condition
  • All tags must be attached and unbroken
  • Original packaging (canvas garment bag, tissue, hangtags) must be returned with the piece
  • No perfume, makeup, deodorant, or any sign of wear, fitting marks or laundering
  • We inspect every return personally. Pieces failing inspection are not refunded and are returned to you at your cost — we will share photographs of any issue we find

Who pays what

Return shipping
Paid by the customer. You may use a courier of your choice, or we can arrange one on your behalf and deduct the cost from your refund.
Indonesian import duties on return
Items re-entering Indonesia are assessed by Bea Cukai (Indonesian Customs). Any duties or taxes charged on the returned parcel are deducted from your refund. These are set by Indonesian customs and outside our control.
Original outbound shipping
Refunded only if you originally paid for it, and only at the standard shipping rate. Express upgrades are not refunded.
Customs refusal on outbound
If a parcel is refused at the destination customs because of unpaid local duties, neither the outbound shipping nor any duties already paid by us are refunded.

Refunds

  • Issued within 14 days of our receiving and successfully inspecting the returned piece
  • Refunded to the original payment method only — we do not refund to a different card, account or person
  • The refunded amount equals the price you paid for the returned items, minus the deductions listed above
  • Refunds are issued in the currency you paid in (IDR, USD or EUR) at the original exchange rate — we do not absorb foreign-exchange swings
  • Bank-transfer refunds may take an additional 2–3 working days to appear depending on your bank

What cannot be returned

  • Final-sale, archive and atelier-sale pieces
  • Customised, personalised, monogrammed or altered pieces
  • Swimwear, intimates and lingerie — for hygiene reasons (permitted under EU Directive 2011/83/EU Article 16(e))
  • Pierced jewellery and earrings — for hygiene reasons
  • Fragrance, beauty and skincare items if the hygiene seal is broken
  • Gift cards — non-refundable and non-exchangeable
  • Any piece outside the 14-day return window

Defective or wrong items

If a piece arrives defective, damaged in transit, or different from what you ordered, write to us within 48 hours of delivery (in line with Indonesian Government Regulation PP 80/2019, Article 49). Attach photographs — at least one close-up of the issue and one wide shot of the full piece. Once verified, we arrange the return at our cost and choose, with you, between repair, replacement or full refund.

Exchanges

We do not process formal exchanges. To change size or colour, please request a return and place a new order — we will prioritise the second shipment to overlap with the first arriving back.

Abandoned returns

A return is considered abandoned if the parcel is not handed to a courier within 14 days of the RMA being issued, or if it cannot be delivered to our atelier for any reason within 60 days. Refunds are not issued for abandoned returns and the order is considered final.

European Union consumers

If you are a consumer ordering from within the European Union, you have a statutory right of withdrawal of 14 days from the day you receive the goods, for any reason, under Directive 2011/83/EU on Consumer Rights. The procedure and deductions set out above apply. To exercise this right, write to care@onmebali.com with a clear statement of your decision.

Indonesian consumers

Our practice meets or exceeds the requirements of Indonesian Law No. 8 of 1999 on Consumer Protection (UU 8/1999) and Government Regulation No. 80 of 2019 on Trading Through Electronic Systems (PP 80/2019). Indonesian consumers may also raise complaints with Badan Perlindungan Konsumen Nasional (BPKN) at bpkn.go.id.

Sale and promotional pieces

Pieces purchased on sale, in atelier-sale events, or with a promotional code of 20% or more are final and cannot be returned, except where required by law (i.e. genuine defects). This is stated on every sale piece and at checkout before you confirm the order.

Fraud and abuse

We reserve the right to refuse a return, reduce a refund, or close an account where we have reasonable evidence of return fraud, serial returning of worn pieces, false damage claims, or chargeback abuse. We will always explain our decision in writing and refer to the inspection photographs.

“We read every return note personally. If anything here is unclear or feels unfair, write to us before sending — we'd rather find a solution than process a refund.”