Frequently Asked Questions

Q : Do I need to set up an account to place an order?
A : You will need to set up an account to place an order. And for customers already shop at our brick and mortar stores can use their member information to shop online. Registering with us will give you the benefits as below: • Track your orders and review past purchases. • Save your address and shipment details so you can shop quicker next time. • Enjoy the benefits of accumulating and redeeming points against your purchase for both online and brick and mortar shops.

Q : Is my personal information kept private?
A : Please be assured that your personal information is kept private and confidential, and at no point will we share it with third party.

Q : I’ve forgotten my password. What should I do?
A : To reset your password, follow the “Forgot password?” instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via e-mail.

Q : What payment methods does Rococostore.com accept and is it safe to use my credit card online?
A : We currently accept Visa, Mastercard, credit cards, and wire transfer for purchasing with Mandiri Bank or BCA account. All payments are processed through a secure checkout system provided by GSP.

Q : How can I choose the currency I pay in?
A : All the items are priced in Indonesian rupiah (IDR). If you pay with credit cards from outside of Indonesia and denominated in your local currency, the price will be exchanged directly by the issuer of your credit card according to the exchange rate they have at that time of transaction.

Q : Which countries does Rococostore.com ship to?
A : We currently ship to within Indonesia only. For international orders, you will need to contact us by e-mail to figure out the shipping cost.

Q : How long does delivery take, and how much will it cost?
A : For shipments within Java island, they are free of charge on standard shipping option. For shipments outside Java island, there will be shipping charges based on the rate from our courier partner. The standard shipment takes between 3 to 7 business days.

Q : Can I change or amend my order once it has been placed?
A : Before your purchases have been prepared for dispatch, we can exchange the items to other items whenever available, but the value needs to be the same. If you need to make any amendments, please contact our customer service.

Q : Can I change my shipping address after my order has been dispatched?
A : Once your order has been dispatched, we are unable to redirect your delivery to another address. To avoid any delays in receiving your order, we suggest that you provide a suitable shipping address for the specific delivery times.

Q : How can I track my order?
A : Once your order has been dispatched, you will receive an email containing tracking number to track your package. You can also follow the progress of your delivery by signing into your account and selecting Order status.

Q : How do I return or exchange an item?
A : All items purchased can be exchanged within 7 days of receiving the goods with other items. The goods being exchanged need to be in unworn condition. All the items returned will be refunded in the form of store credits.

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