HELLO, THERE!

Have a question? You're in the right place.

Q: What is your Minimal Order Quantity (MOQ) for Gift Box?

A: There is no minimal order for our Gift Box. You can order them individually.

Q: Does your gift suitable for any occasion?

A: Absolutely! Our gifts can be made for any events. Birthdays, Weddings, Anniversaries, Farewells, Baby Arrival Gifts, Bridesmaid or Bestman Gifts, Welcome Gifts, Thank You Gifts, Vendor Gifts. You name it. We have various selections for you to choose.

Q: Can we personalized the Gifts?

A: Yes, there are some items that can be personalized. Please see our catalogue for more information.

Q: Can we visit your physical store to look at your products (or projects) in person?

A: You are most welcome to visit our studio at:
Rukan Puri Niaga III blok M8 / 3Q
Kembangan Selatan – Jakarta Barat 11610

Showroom Opening Hours :
Monday to Friday : 10 AM to 5 PM
Saturday : 10 AM to 2 PM
Sunday / Public Holidays : CLOSED (for some family time)

Consultation Hours : by appointment

Q: Do you accept reseller or collaboration partner?

A: Yes we do. Please drop us an email at info@the-clementines.com for further discussions.

Q: Do I need to register an account before order?

A: Yes, you will have to register an account before you can make any purchase. By creating an account on our website you will be able to shop faster, be up to date on an orders status, and keep track of the orders you have previously made.

Q: How many items can you fit inside the box?

A: We have various box sizes available. Once you selected the products, our system will automatically allocate the perfect box size for your gifts. However, our smallest box size is recommended to fit at least 2 products or more.

Q: How long is the production time?

A: All orders will be processed in the next working day after confirmation payment is received. Your order will then be ready within 3 working days. However, some personalized order may take longer (maximum 7 working days) depends on the complexity of each order. Orders placed on the weekend or public holidays will be processed in the next working days.

Q: I need my gift to be sent out urgently, what should I do?

A: Please contact our Gift Concierge via WhatsApp account directly. We will try our best to accommodate you.

Q: What are your shipping / delivery options?

A: We offer nationwide shipping within Indonesia for our retail products. However, unfortunately, we can only deliver our Gift boxes within Jakarta/Tangerang (due to their fragility). Shipping fee(s) will be varied depends on the final destination and shipping method selected upon check out.

Q: I love your gift box, but I live outside Jakarta/ Tangerang. How can I order one?

A: Please contact our team via WhatsApp (+62 812 1000 285) for more information. Our consultant will happily explain to you the possibility.

Q: My order is a gift, Can you send it straight to the Receiver without any receipt or price shown?

A: We can send your gifts directly to the Receiver who lives in Jakarta or Tangerang area only. Rest assure, we never include receipts or packing slips inside any of our boxes, knowing that they are almost always a gift.

However, please ensure to provide a complete address details & recipient’s contact number. If an item is returned to us due to incorrect shipping address or recipient refusal, we will charge a re-delivery fee and we will not be responsible for any delays in shipping.

Q: Do you ship to multiple addresses?

A: Yes, we can ship to multiple address, please specify in the order form.

Q: Will my recipient receive anything via WhatsApp so they are alerted that a gift is on its way?

A: Nope! We will only notify you when your order is ready for shipment - unless you put a special note for us to do so. Our process allows for the Recipient to be surprised at their gift delivery. They do not receive any details from us except the actual gift.

Q: What are your refund policy?

A: All sales orders are final and non-refundable. (but trust us, you or your recipients will love it!)

PRODUCTION

Q: What is your Minimal Order Quantity (MOQ) for souvenirs or hampers?

A: Our MOQ for souvenir or hampers is 50 pcs. However, we do understand that some of you may need smaller QTY. Therefore, we can also do 30 pcs with additional cost.

Q: How long is your production time?

A: Depends on the complexity of each projects, production time varies between 3 to 6 weeks after Final Artworks approval. However, we do recommend you to book at least 3 – 4 months before your event as we occasionally booked out to our maximum capacity. If your event is in less than one month, please reach out and we will do our very best to accomodate you.

Q: Can we custom our gift packaging?

Yes! Our price has already include custom design gift packaging according to your requirements, unless otherwise stated in our catalogue. We can also accommodate different style of gift packaging box with additional cost.

Q: Can we bring our own design or match our invitation design?

A: You are more than welcome to bring your own design. However, in order for us to reach our standard quality, we do need a High Resolution file (non-negotiable). Please provide the raw file in illustrator program (.ai) or in PDF (unflattened and outlined). Our team has rights to refuse the order if the file provided is not according to our standards.

Q: Can you include our corporate logo on the gift packaging and contents inside?

A: Absolutely! We are able to incorporate your logo and/or any other patterns associated with your event.

Q: Do you accept packaging order only?

A: Yes, besides the full gifting service, we also accept packaging order. We can also assembly the products with additional cost.

Q: Do you offer mock up?

A: We normally do not offer mock up. We will provide you the digital preview of your gift packaging design before mass production.

Q: I would like to order your hampers, but can I combine your products with my own products?

A: Yes, you may also put your products inside the hampers. Contact our gift concierge for more information.

Q: I have something else in my mind, is it possible?

A: Absolutely! If you have something else in mind, please do share your idea(s) with our consultant. We will discuss the best possible way to make your dream comes true!

SHIPPING

Q: What are your delivery options?

A: We offer nationwide shipment within Indonesia all of the time. We are working together with high- experienced courier company to deliver your order safely and offer reasonable shipping rates.

Q: Is it safe for us to ship your products outside Jakarta?

A: Yes, we have routinely ship our products nationwide within Indonesia. For delivery outside Jakarta and Tangerang area, we offer extra Styrofoam packaging and Insurance from the courier company with additional cost.

Q: What do I do with the damaged or defective products?

A: We will fully cover the damaged or defective wholesale products only if delivery is done by our vendor partner and only if you have ordered with our extra packaging options. All claims must be filed within 24 hours of receiving your order, please send us a photo of the affected product so then our team can determine what went wrong, file a claim with the courier and begin the process of fixing the issue for you.

Q: Do you ship internationally?

Unfortunately, we do not offer international shipping at this time. We are working our way to be able to ship our products internationally. Hopefully SOON!

Q: Do you offer self-collection?

A: Absolutely! You are more than welcome to do self-collection from our studio which is located in Kembangan Selatan, Jakarta Barat.

Q: Can we use other couriers company instead of your vendor partner?

A: Sure can. Please arrange their service from your side and let us know the courier’s details. The goods are strictly to be collected at our studio. We will not be responsible for any damages happened once the goods leave our studio.

For Retail query :
Kindly contact us via Whatsapp at +62812 1000 285, or Email at customercare@the-clementines.com

For Souvenir or Hampers query :
Kindly contact us via Whatsapp at +62812 1000 2631, or Email at info@the-clementines.com

Our gift concierge will be ready to assist you between:
10am to 5pm on Monday to Friday, or
10am to 2pm on Saturday.

Do expect a slower response after hours and also on Sunday / Public Holidays. As we are off for some family time, please bear with us!

Still can't find answer? Chat with our Gift Concierge!