Shipping & Return

+ Shipping method:
EMS (international delivery)
JNE (national delivery)

+ Shipping fee:
The shipping fee will be calculated automatically based on the region and the weight of the package.
(*international customer may be charged for a tariff).

+ Which international countries do you ship to?
KakuuBasic.com ships to a variety of different countries. Please click here to view our international shipping destinations.

+ Do you provide International delivery?
Yes we do ship to worldwide, please make sure you're shopping on the best site for you by selecting your shipping destination at checkout.
For further information please refer to the International Delivery section which details our international shipping destinations. If you can't find the country you live in within our table, please contact our Customer Care team to assist you, we are more than happy to help! We are adding new delivery destinations all the time so please check back soon.
OTHER INFORMATION:
All orders are shipped from Singapore or Indonesia, sometimes some shipments may be delayed due to the stock position may be present in one of these countries. Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs office.
We are unable to change your delivery address once an order has been despatched.
Please allow an extra working day for deliveries during Singapore and Indonesia Public Holidays.
If you have any questions related to your delivery please contact our Customer Care Team.

+ Who are your couriers?
We use JNE Regular Delivery Service for deliveries within Indonesia, to track your order click here and use the tracking number provided in your despatch email.
We use EMS Standard Delivery Service for our International deliveries. Once your parcel has reached your country it will be delivered by your local postal service. Click here to track these parcels which are delivered by EMS.

+ Standard delivery period:
International standard delivery usually arrives within 7-14 business days from the shipped date, excluding holidays.
National standard delivery usually arrives within 4-7 business days from the shipped date, excluding holidays.
Sometimes it may takes longer to deliver the merchandise due to large number of orders we received and each order must go through the queue.

+ Express delivery period:
Express delivery orders placed Monday through Friday, excluding holidays, before 09:00 AM (GMT +8) will usually arrive within 3-4 business days from the shipped date for international delivery, and 1-2 days for national delivery. Please allow 1-2 days handling time.
Additional charges apply for Express Shipping. Please contact our Customer Care team for Express delivery service inquires.

+ International Returns Policy
Online purchases made through kakuubasic.com may be returned within 14 days from the shipped date. International purchases can only be returned by post. Refunds will be made in the form of the original payment and are only available for online purchases returned by mail.
Returned parcels are on average refunded within 14 days of posting, however in the event of a delay in receiving the parcel this may take up to a maximum of 28 days.
For hygiene reasons, we cannot offer refunds on pierced jewellery, underwear or swimwear if the hygiene seal has been removed or the hygiene seal is broken; please note that we do not accept return for shoes and bags merchandises. This may not apply if there is a fault with your item.
Items must be returned unworn(sanitary liner intact for swimwear), unused, unaltered, and unwashed with all tags attached and must be accompanied by the customs documents (if applicable), your items should be in their original packaging. Please note all final sale items cannot be returned for a refund or exchanged; unless received damaged, defective, or the wrong item(s).

+ Indonesia Returns Policy
We promise to refund any items that you are not completely happy with when you return it to us in saleable condition by post within 14 days from the shipped date. All purchases can only be returned by post. Refunds will be credited to your original payment method. Returned parcels are on average refunded within 14 days of posting, however in the event of a delay in receiving the parcel this may take up to a maximum of 28 days.
For hygiene reasons, we cannot offer refunds on pierced jewellery, underwear or swimwear if the hygiene seal has been removed, or cosmetic products if they have been used or the hygiene seal is broken; please note that we do not accept return for shoes and bags merchandises. This may not apply if there is a fault with your item.
Any merchandises returned to Kakuu Basic must be unworn (sanitary liner intact for swimwear), unused, unaltered, and unwashed with all tags attached and must be returned in their original box.
You also have the right to cancel your contract with us and return your items by post within 14 calendar days from the ship date. Please see RIGHT TO CANCEL (INDONESIAN CUSTOMERS) for details.
Your statutory rights are not affected by our returns policy.

+ Right to Cancel (Indonesia Customers)
In addition to our returns policy, if you are a customer in the Indonesia you have the right to cancel your contract with us within 14 calendar days from the ship date. This right does not apply to the following items: (1) items that have been sealed for hygiene reasons (e.g make-up, underwear, swimwear or pierced jewellery) if the seal has been broken; (2) clothes if the tags has been broken, worn, used, washed, altered and damaged; (3) items that have been made to the customer’s specification or that are personalised; (4) bags and shoes merchandises. You will be responsible for the cost of returning a cancelled order to us.
To exercise your right to cancel follow the steps below:
1. Write to us by email using the Contact Us link at the bottom of this page explaining your reason for cancellation. Please include your full name, address and order number.
2. Return the items to us by post at your own cost and no later than 7 calendar days after the day you receive the package. See How do I return an item by post?
We will refund to you the price paid for the items. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you.
Please note: if you do not wish to cancel your entire contract and just want to return some of the items in your order you can return them in accordance with out standard return policy. Please see either Indonesia Returns Policy or International Returns Policy (depending on where you are) for details.

+ How is the return procedures?
1. You will need to create E-Returns Request by following these steps:
- Log in to ‘My Account’ go to ‘Completed Order’ and select ‘Return Item(s)’
- Select the items you with to return and fill out ‘Quantity to Return’, ‘Return Reason’, ‘Return Action’ and ‘Comment’ and then click ‘Submit’.
2. Send the item you want to return by post, please remember to ask the Post Office to supply a tracking reference number to prove the item(s) have been returned. Without this we cannot refund any money if we do not receive the returned items.
Returned parcels are on average refunded within 14 days of posting, however in the event of a delay in receiving the parcel this may take up to a maximum of 28 days. We will email you to let you know once your parcel has been received and your refund has been processed.
The refund will be processed once your goods are received into our warehouse. Item returned is refunded in the form of original payment, and will show on your statement as a refund / credit from KakuuBasic.com
If you experience any difficulties with the online returns process please contact us at: support@kakuubasic.com

+ Damaged, defective, or wrong item(s) shipped
Should you receive damaged, defective, or the wrong item(s), please return the merchandise within 14 days from the shipped date. We will refund the return shipping if a copy of the shipping receipt is attached to the package. We recommend using a carrier service that provides tracking. Please note only standard carrier services will be refunded.
In addition, please specify the damage, defect, or wrong item(s) under the e-form Returns Request under ‘My Account’ > ‘Completed Order’> ‘Return Item(s)’ > ‘Return Reason’ > ‘Comment’ and then click ‘Submit’.
Upon receipt of your return, our Returns Department will inspect your merchandise. If you would like a replacement of the item(s), please write Exchange on the ‘Comment’ form under ‘Return Item(s)’ section. We will gladly send out a replacement of the original item(s) purchased, in case of exchange you will be charge with the shipping cost. If the merchandise is not available, you will receive a refund to the original form of payment used to make your online purchase. Returns must be unworn, unaltered, and unwashed with all tags attached.

+ Will I still be charged with shipping fee in case of exchange or return?
Depends on the case, if you want to exchange the returned item with different product, then yes, you will be charged with round-trip shipping cost.
In case of damage, defective, or wrong item(s) shipped, we will refund the return shipping if a copy of the shipping receipt is attached to the package. We recommend using a carrier service that provides tracking. Please note only standard carrier services will be refunded.

+ I would like to return some items.
Please contact customer center within 14 days from the shipped date and we can assist you through return process. Once item reaches our warehouse, their condition will be examined. In case item shows signs of use (stains, scent or any form of contamination), defect, altered or washed, item will not be accepted for return.
+ How soon will I receive a refund for my return?
Please allow 2-3 weeks from the return shipped date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement. For returns from International addresses, please allow 4-6 weeks from the return shipped date for your account to be credited, and 2-3 billing cycles for the credit to appear on your statement.

+ Can I exchange before delivery?
Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.

+ I have received my package and I would like to exchange.
Please contact customer center within 14 days from the shipped date and we can assist you through exchange process. In case of exchange due to change of mind, round-trip shipping cost will be borne by the customer.
Also, once item reaches our warehouse, their condition will be examined. In case item shows signs of use (stains, scent or any form of contamination), altered, washed or damaged, item will not be accepted for an exchange.

+ I have received my package in unpacked condition or has been opened and some items[s] are missing. What should I do?
Return the parcel immediately to the logistic company where you receive the parcel.
File a complain to the logistics company by call/ email, as well as send us the complaint report along with its reference number to support@kakuubasic.com. We will try our best to help you solve the problem.

+ Can I cancel an item that is still preparing?
Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.

+ Can I cancel the entire order before delivery?
Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.