SHIPPING AND DELIVERY
SHIPPING OVERVIEW
All orders from the Diana webstore can ship nationwide and worldwide. We work with domestic and international expedition partners. Read below for more information!
Domestic Deliveries
We use JNE Express (https://www.jne.co.id/en/home) for shipping to all cities in Indonesia. We also use GrabExpress (https://express.grab.com/en) for safe and fast shipping with live GPS tracking that helps you send items within the Jakarta Area.
JNE Express
Service Types
- REG (Regular)
- YES (Yakin Esok Sampai)
- JTR (JNE Trucking)
Estimated Delivery Times
Jabodetabek & Bandung: 1-3 Working Days
Jawa, Bali, & NTT: 3-6 Working Days
Sumatra, Kalimantan, & Sulawesi: 3-7 Working Days
Papua: 3-12 Working Days
Grab Express
Service Types
Instant Delivery: Your on-demand solution for deliveries needed within 2 hours. Maximum weight 15kg.
Same Day Delivery: A more affordable alternative for deliveries made within 6 hours. Maximum weight 15kg.
Estimated Delivery Times
INSTANT DELIVERY [JAKARTA AREA ONLY]: Every Monday to Friday for purchases made before 3 PM
SAME DAY DELIVERY [JAKARTA AREA ONLY]: Every Monday to Friday for purchases made before 12 PM
International Deliveries
We use DHL-Express (https://www.dhl.com/) for all overseas shipping.
Estimated Delivery Times
South East Asia: 3-5 Working Days
Japan, Korea, South Asia: 3-5 Working Days
USA, Canada: 3-5 Working Days
Australia: 4-8 Working Days
Europe: 4-8 Working Days
Middle East: 4-10 Working Days
Rest of the world: 4-10 Working Days
Remote area: DHL using third party 10-15 Days
*Processing time may be extended during holidays, launches/ re-stocks, limited-edition release, promotions and shipping may take a longer lead time than usual for a remote postal code or rural area. Estimated delivery times serve as guidelines and do not take into account delays caused by payment authorization, customs clearance processes or other unforeseen events we do not take responsibility for
ORDER PROCESSING
All orders are shipped out within 2/3 business days of purchase from our warehouse in Jakarta. We will check your payment, perform quality control, and pack your order. Processing time may be extended during holidays, launches/re-stocks, limited edition releases and promotions.
All confirmed orders after 2 PM (UTC+07:00) will be processed on the following day. If your order is confirmed on Friday, it will be processed next Monday.
Note: our order process only checks the payment, prepares, and delivers the goods to the shipping company. After that, the shipping company needs a certain amount of time to deliver it to you, which varies from 3-5 days for domestic and 3-10 days for international deliveries. In short, from confirmation time the order will arrive earliest in 3 days.
RATES
The shipping fee may vary based on your location and the weight of the items in your order. The shipping fee calculation will be displayed during the checkout process.
Domestic Rate
JNE Express: Vary based on location and the weight of items.
Grab Express: Vary based on location and the weight of items.
International Rate: Vary based on location and the weight of items.
TRACK ORDER
Domestic Deliveries
https://jne.co.id/en/tracking-package
International Deliveries
https://www.dhl.com/id-en/home/tracking/tracking-global-forwarding.html
Tracking numbers are usually traceable once it is collected and processed by the courier. Do give it at least 24 hours for it to be processed on the courier's end. If your order was completed during weekend/ public holidays, it will be traceable on the next working day.
You will be sent a confirmation email once your order has been dispatched with your tracking number information. You will be directed to the tracking site by clicking your tracking number. Otherwise, you might also track your order on Accounts > My Order, you will be able to see your tracking number and be directed to the tracking site.
RESTRICTIONS
- We are unable to ship to PO Boxes and to the following countries: Russia, China, Hong Kong, Ukraine, Saudi-Arabia, Maldives, certain countries in Africa & the Pacifics.
- We are not responsible for any risks of losing after the shipping company delivers to your address.
- Customers are responsible if the shipping company is unable to deliver the goods on time due to an incomplete address, the absence of a recipient at the address, or if the recipient rejects the goods.
- If the goods are returned to us, customers are obligated to pay the shipping fee again if the mistakes are due to the customer's condition.
- If any shipping errors occur from Diana, we will provide free shipping to the customers.
- If you decide to refuse the delivery, you are responsible for all fees charged by the shipping company - both for sending and returning the product to us.
TAXES & DUTIES
All orders from Diana are dispatched from Jakarta, Indonesia and may be subject to additional import fees based on your location upon delivery. These charges vary widely from country to country, we cannot advise on the cost. Diana has no control over any duties, customs and taxes levied by the country your order is being shipped to. Diana has no control over any duties, customs, and taxes levied by the country your the order is being shipped to. We also cannot reimburse the amount in any capacity.
If you require more information on shipping, our customer service team HERE. By placing an order, you are acknowledging and accepting all the international shipping terms.
