ORDER
How do I place an order?
Simply browse our collections, select your desired product(s), choose the quantity and variant (if applicable), then click “Add to Cart” and proceed to checkout.
How can I check my order status?
Log in to your account on the Naluri store website → Go to Orders → select the order you’d like to check. You’ll see statuses like “Processing”, “Shipped”, or “Completed”.
What does “Processing” mean?
“Processing” means your order has been confirmed and is being prepared for shipment.
Why is my order still pending or delayed?
Possible causes include:
Incorrect or incomplete shipping address
High volume of orders (e.g., sales events)
Courier delays or logistics issues
If your order is still pending after a few business days, feel free to contact Customer Service via WhatsApp or email.
SHIPPING & DELIVERY
How long does it take to get my order packed and shipped?
Normally, order processing takes 1–2 business days. Once shipped, delivery time depends on your location in Indonesia (for example Sumatra, Java, Kalimantan, etc).
Orders placed before our daily cut‑off time may ship the same day; orders after that time will likely ship the next business day.
How can I track my shipment?
After your package has shipped, you’ll find a tracking number in your order details. Use this number on the courier’s website to check delivery updates.
Does package size or weight affect shipping cost?
Yes, shipping cost depends on weight, dimensions, and destination zone. If you order bulky items (e.g., diffusers + bottles) the shipping fee may be higher.
Do you ship internationally?
Yes, we offer international shipping to certain countries (please list the specific countries you support). For other locations, please contact us for a quotation. Note: international delivery may take longer and incur customs or import charges.
RETURNS & REFUNDS
What if I receive a damaged or defective item?
If your item arrives damaged or defective, please contact our Customer Service within 14 days of receipt. Provide an unboxing video (showing sealed package and condition on arrival), the shipping label, and order receipt. Once your claim is verified, we’ll offer a replacement, refund, or voucher.
Do I need to return the damaged item?
If the claim is valid and you prefer a refund or replacement, we may or may not require the item to be returned depending on the case. Return shipping costs will be covered by us if our terms are met.
What if I received the wrong item?
If the item you received differs from what you ordered, please contact us within 14 days. Submit evidence (unboxing video, shipping label, receipt). If the error stems from our side, the return shipping will be covered and you’ll be sent the correct item.
Terms & Conditions
What i need to do ?
Items must be returned within 14 days of receipt (or substitute your actual policy).
Claims must have valid evidence (unboxing video, intact shipping label, matching order list).
Items returned must be in their original condition unless otherwise agreed.
ACCOUNT
What if I forget my password?
On the login page, click “Forgot your password?” → enter your registered email → you’ll receive a reset link. Follow the link to set a new password.
Can I change my password?
Yes. After logging in, go to Account Settings → Change Password.Yes. After logging in, go to Account Settings → Change Password.
PRODUCTS & USAGE
How do I use your perfumes?
Spray on pulse points: neck, behind the ears, inner wrist, or inner elbow.
To avoid staining, hold the bottle about 15‑20 cm from clothing (especially light fabrics).
For sensitive skin, you may prefer to spray onto clothing rather than directly onto skin.
Store your perfume bottle in a cool, dry place away from direct sunlight and strong heat.
What about shower gels, body lotions
(If applicable) Use following the instructions on the packaging. For body care: apply after shower and use the lotion/cream on slightly damp skin for best absorption.
Are your products certified?
Yes, Our perfumes and body‑care range are registered with Indonesia’s regulatory body (e.g., Badan Pengawas Obat dan Makanan – BPOM). (If halal certified: mention halal status or “in process of certification”).
What if I have an allergic reaction?
If you have sensitive skin, we recommend a patch test before full use. If you experience irritation or other reaction, discontinue use and consult a doctor. Contact our Customer Service for further assistance.
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