- What payment methods are offered?
We accept online payment via Visa and Master Credit/Debit cards issued by banks.
- I do not own a debit nor credit card, how else can I pay?
Should you wish to use other payment methods, kindly send us an e-mail at email@example.com and we will get back to you on other options.
- Is it safe to use my credit card on your site?
Orders & Shipping
- How do I place an order?
Ordering through our e-store couldn't be easier. Select your choice of item and the desired pack size to add to your shopping cart. Once you have completed the selection, go to Cart where you can view and/or modify your order before checking out. To place an order, click on proceed to checkout. You will need to sign in with your account details or register as our e-store user. After filling in your delivery address details, you will need to select your shipping option and will then be directed to our secure server to enter your card details. As soon as this is completed, you will receive an email confirmation and your order will be shipping out within 7 working days. Please make sure to have added our email address to your email safe list. Check your junk mail folder if you still haven't received any email confirmation from us.
- Can I order via email or phone?
Yes, you may reach us at +62 838 7077 7175 on Mondays - Fridays, 9am to 5pm (+07.00 JKT) or firstname.lastname@example.org. Please make sure to have added our email address to your email safe list. Check your junk mail folder if you still haven't received any email confirmation from us.
- Might the product I order be out of stock?
All our items listed on our website are stocked and we monitor inventory levels and update our website constantly. In the unlikely event that we are unable to supply any item, you will be contacted immediately and be informed of the potential delay. At this stage, we would always offer you the option to revise or cancel your order with provisions of a full immediate refund.
- How much do you charge for shipping?
Shipping is free for orders above IDR350,000 within Indonesia but not available for P.O. Box or AFPN addresses. Otherwise, the rates will be automatically configured for you to review when you check out.
- When is the delivery time I can expect to receive my order?
For Indonesian addresses, your order will reach you within 14 working days (or whichever shipping options you choose) upon your transaction completion. You will receive a shipping confirmation email once the order has been shipped, along with a package tracking number, with which you will be able to track your order. Do note that your order will is being processed and delivered from Singapore.
- Customs Taxes and Permit.
Please note the shipping rate does not include any applicable taxes and duties by customs in the country where the order is to be delivered. Your order may be eligible for import taxes. You may also be required to hold a permit to import these goods. It is your responsibility to check with your local customs authorities on the import regulations prior to placing orders. If the required permit, taxes, duties and any required documentation are not provided, Pearlie White Indonesia will not entertain any request for refunds.
Returns & Exchange
- Can I cancel or modify an order after it has been placed?
Once an order has been placed and payment is made, it can no longer be cancelled and no refunds can be made. Your order will be shipped as scheduled. A 20% processing fee will be charged if for some reason, we allow an order to be cancelled. If an order is cancelled due to the unavailability of goods or our inability to deliver the goods within the agreed time frame, we will refund the full amount paid.
- What if there is a problem with my order?
We will gladly replace any item that is faulty or if we shipped you a wrong item by accident. In cases of return of a faulty item, it must be returned in its original packaging with any enclosed documentation.
If something is not right, let us know immediately. Please send us an email to email@example.com quoting your order number, your name and address, details of the product and the reason for return. We will then advise you on how to proceed with the return and item replacement. Please do not return goods without first informing us, since sometimes it may be that only technical advise is needed. Should the product need to be returned, the customer will bear the returm delivery charge to Pearlie White and we will pay the delivery charge to send the item back to the customer. Be sure your package is insured and prepaid. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Goods returned should be in the same condition as when the complaint was first made or it will not be accepted for return.