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Contact

Email

hi@hellolilo.com

 

Whatsapp

+628-222-1111-238

 

Line

@hellolilo

 

Operation Hours

Monday - Saturday
09:00 - 19:00 WIB

FAQ

Are your products ready stock?

Yes. All of our products are ready stock.

 

What is your product care?

We recommend hand wash and air dry.

 

What is your product size?

You can see each product size in the product description.

 

Will you restock sold out products?

Sold out products that are still in the website will be restocked.

 

How to get product restock notification?

Submit your email address in the sold out product page. Your email will be notified once the product has restocked.

 

How to order?

Select product - add to bag - checkout - fill in email and address - select payment and shipping method - complete order.

 

How to apply voucher code?

Submit your voucher code in the checkout page. Your voucher will be applied to your order If the code is correct and available.

 

Why do I get stock issues page?

This page will appear if any or some of the products in your shopping bag or order are no longer available or do not have the stock quantity you have added before. This happens because those products have been purchased by other customers before you complete your order.

 

What is Order ID?

Order ID is a reference for your order that consists of random letters and numbers. Each order will have a different Order ID. Please save your Order ID for order reference.

 

What payment do you accept?

Bank transfer (BCA) and credit card (Mastercard and Visa).

 

How to confirm payment?

Go to Confirm Payment, fill in your Order ID, email address, payment information and confirm. You can find confirm payment link in the navigation, footer and help page. If you have account, go to the orders section in your account page, select the Order ID, confirm payment and follow the steps described earlier.

 

Why do I need to confirm payment?

You must confirm your payment if you choose to pay with bank transfer (BCA) to notify us that you have made your payment. Your order will be automatically canceled if we did not receive your payment confirmation within 48 hours.

 

How to check order status?

Go to Order Status, fill in your Order ID, email address and submit. You can find order status link in the navigation, footer and help page. If you have account, go to the orders section in your account page and select the Order ID.

 

Can I cancel or modify my order?

No. Once your order has been completed, you cannot cancel or modify your order.

 

Why is my order canceled?

The most common reason is we did not receive your payment or payment confirmation within 48 hours after you have completed your order. We will send your order's cancelation notice to your email.

 

When will I get my order?

All orders will be processed within 48 hours once we have received your payment. Saturday, Sunday and holidays are excluded. Shipping times vary based on destination.

 

How to track my order?

We will send your order's shipment tracking details to your email once your order has shipped. To track your order, please visit the shipping company website and use your tracking number.

 

Do you ship Internationally?

We only offer shipping within Indonesia. We do not ship to other countries.

 

What if my products are defective?

Please see our Returns Policy.

 

Can I return and exchange product?

We only offer returns and exchanges for defective product. Product for returns and exchanges must be in original condition, unworn, unwashed and unaltered with all tags still attached. For more information, please see our Returns Policy.

Shipping

We only offer shipping within Indonesia. We do not ship to other countries. Your order will be shipped by SiCepat from Jakarta. All orders will be processed within 48 hours once we have received your payment. Saturday, Sunday and holidays are excluded. Shipping times vary based on destination.

 

We are not responsible for any delays or loss of products due to incomplete, misspelled or incorrect address or no recipient at the address and for any problems caused by shipping company.

 

We will send your order's shipment tracking details to your email once your order has shipped. To track your order, please visit the shipping company website and use your tracking number.

 

For more information and any further questions, please contact us.

Returns

We only offer returns and exchanges for defective product. Product for returns and exchanges must be in original condition, unworn, unwashed and unaltered with all tags still attached. All defective products must be reported within 24 hours of receipt and returned within 3 days of request. All defective products from one order must be sent in one shipment with shipping company selected by us.

 

All returned products will be reviewed and processed within 7 days of receipt. We will contact you once the exchanges process has completed and your product has shipped. If the product is out of stock, we will give you a full refund.

 

If the returned products are not approved for returns and exchanges, we will send back your product and the shipping cost will be charged to you. Hellolilo reserves the right to make final decision on all returns and exchanges cases.

 

To return and exchange product, please contact us and inform us your reason, name, Order ID and product.

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