FAQs

[PAYMENTS]
  • We accept payment through Bank Transfer.
[SHIPPING RATES & HANDLING]
  • We offer FREE SHIPPING for orders above IDR 350.000
  • We send the orders with JNE, SICEPAT and Gosend/Grab Express for the Same Day Services ( Jakarta Area ).
  • Tracking numbers are provided via email at the time of shipment and carrier options may vary based on destination.
  • Shipping is calculated based on package weight ( not products weight ) where the weight of packaging might add around 200gr from actual product weight stated on product specs.
  • In the very special case where the parcel size considered large and qualified for volumetric calculation, the shipping cost will be determined by its volumetric size factor.
  • Price of the products has no impact on how the shipping cost determined. 

[HOW LONG DID YOU PROCESSED THE ORDER FOR SHIPMENT]

  • Allow 48-72 Hours after payment settled for us to process your order.
  • AWB / Tracking number will be provided within 24 hours after the parcel dispatched ( 48-96 hours ) after payment is done.

[HOW LONG WILL IT TAKE TO RECEIVE MY ORDER]

  • Order usually took 2-4- business days to be delivered. 

[HOW DO I KNOW IF MY ORDER HAS SHIPPED]

  • We will send you a tracking confirmation as soon as processing & handling is completed.
  • Please make sure that the shipping address is complete and correct as we are unable to redirect orders once they are on their way to you.
  • We cannot process items with an incomplete address. If by any chance we found an incomplete address (such as not writing the house number), we will notify you via email.
  • You can expect an automated email for shipping confirmation including tracking information once your order has shipped ( 24-96 hours after the order paid ).
[WHAT DO I DO IF I NEED TO CHANGE MY ORDER OR SHIPPING INFORMATION]
  • If you need to update your order or shipping information, please email info@thelivingbone.com. If your order has not shipped yet, we will do our very best to accommodate all order update requests.
  • If you aren't sure about sizing or features, please email us on info@livingbone.com before you place your order.
  • All dispatched package is considered as the final order. We can't accept any return or refund for whatever reason.
  • The exchange is possible. please refer to REFUNDS, RETURN & EXCHANGES section below for detailed information.
[WHY WAS MY ORDER CANCELLED]
  • Although this is very unlikely, we will occasionally cancel orders due to the shortage of materials/stocks or suspicion of fraud. We will contact you immediately with an explanation, should order cancellation be necessary.

[REFUNDS]

  • ALL SALES ARE FINAL. As stated once your order is processed we cannot do REFUNDS. We reserve the right to refuse any returns at any time.

    [RETURN & EXCHANGES]

    • Please carefully check the product description (eg: sizing, color, etc) before placing an order.
    • You may exchange any item if you are not satisfied with the color or size. Returns or exchanges can also be made for any item with a manufacturing defect ( Not a damage caused by the shipping process ).
    • Products found to be defective will be replaced with the new one (only applies to selected product), free of charge (exclude shipping cost), after consulting with us within 3 days (3 x 24 hours) after you received your order.
    • Returned and exchanged items must be in new condition, unworn/unused, with the original packaging and tags attached.
    • All SALE or SPECIAL DROP including EARLY BIRD items are final and will not be eligible for returns or exchanges.
    • All returns and exchanges must be approved beforehand.
    • To request a Return Authorization, please contact us on info@thelivingbone.com. Once we have approved your return, we will provide further instructions.
    • All return attempted without a return authorization will be shipped back to you.
    • We strongly advise using a trackable shipping service for any exchange item being returned to us. We cannot be responsible for reimbursement or compensation for packages lost in transit without proof of delivery to LIVINGBONE.
    • For further information, please email us at info@thelivingbone.com

    [LOST ITEM DURING SHIPMENT]

    • You understand and agree that we do not responsible for any lost packages. We will assume that your orders are lost if within 2 (two) months you do not receive the items.
    • However, we will help to check the status of your shipment with the courier for further confirmation.
    • If your packages are clearly lost during shipment and it is due to the courier’s fault, we could not resend your order back to you.
    [TERMS & CONDITIONS]
    • By using our website, you (the visitor) agree to allow third parties to process your IP address, in order to determine your location for the purpose of currency conversion. You also agree to have that currency stored in a session cookie in your browser (a temporary cookie which gets automatically removed when you close your browser). We do this in order for the selected currency to remain selected and consistent when browsing our website so that the prices can convert to your (the visitor) local currency.
    • By using our website & service you are agreeing to our terms and conditions.