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FAQs

For delivery and order info, please view here.

To ask a question about product selection, please submit an enquiry form here.

 

 

Account Details 

I can’t access my account, what should I do?

If you’re having difficulty accessing your account, the most likely reason is that your e-mail address and/or password have been entered incorrectly. Check the spelling of your e-mail address and if you’re still unable to log in, you can request a new password by clicking the relevant link.

 

How can I re-set my password?

You can re-set your password from ‘My Account’.

If you can’t remember your password, you can simply click ‘forgotten your password?’ on the sign-in page. A new password will be automatically triggered and e-mailed to the address you provided.

If the problem persists, please contact our customer service team, who will be able to manually re-set your password, in turn allowing you to access your account.

 

  

Payment

How do I know when an item will be restocked?

We usually restock most of our items frequently. You can be notified by e-mail by clicking the ‘notify me when available’ button to receive an e-mail alert when the items have returned.

 

Which methods of payment do you accept?

We accept payment via all major credit cards (Visa, MasterCard and JBC), and through bank transfer.

 

Do you store my credit card details?

No credit card information is ever stored on our servers. We partner with Midtrans, one of the most secure and reputable payment processors available in Indonesia. 

 

How do I confirm my payment?

After you’ve made the payment, sign in to your existing account. Click “Confirm Payment” and select the order you have paid for. Fill in all the required details. You will receive an automated e-mail regarding the shipping schedule and shipment tracking code once we have verified your payment and shipped your order. 

 

 

Orders

I haven’t received an order confirmation, was my order successful?

Immediately after you have successfully placed your order with us, you will receive an e-mail that contains information regarding the details of your order; however there are a number of reasons why you haven’t received one:

  •   You’ve made a mistake when submitting your e-mail address.
  •   The confirmation may have been blocked by your spam filter, so kindly check your Junk folder.
  •   There may have been a ‘time-out’ issue at checkout or a dropped Internet connection, which prevented the order from being successful.

You can log in and check your order history to see if the order is listed. Otherwise, contact our customer service team who will be able to confirm the payment/order status.

 

My browser timed out, was the order accepted?

Usually ‘time-out’ issues result in an order being unsuccessful. If you see an error message or are concerned that payment wasn’t processed properly, please e-mail us at hello@greater-good.co and a member of our team will respond within 1 business day. 

 

How do I change or cancel my order?

We’re quick at processing orders to make sure you receive them as soon as possible. You can change your order as much as you like before you click ‘Checkout’ but after this point you will be unable to make changes to your order. We cannot cancel or change an order once it has been placed.

 

I’d like to add to my order without paying repeat postage.

If you place an order only to realize you’ve forgotten something, then the quickest solution is to place a separate order for the additional item and e-mail us at hello@greater-good.co, quoting both reference numbers. Providing we’re notified as soon as possible, we should be able to group both orders together and reimburse any excess shipping costs as a store credit coupon that you can use for your next order.

 

How long after I place my order will it be dispatched?

Orders are shipped Monday through Friday, excluding weekends and holidays. After your payment has been verified, the order will be shipped within 24 hours, or the next business day if placed on weekends or public holidays.

 

How do I track my order?

After your order has been dispatched from our warehouse, you will receive a shipping confirmation e-mail from us containing the tracking number, which you can track by entering the number here.

 

My order hasn’t arrived.

Please allow up to 3 days for orders delivered to Jabodetabek area and 7 days for all other areas. You can use JNE’s online tracking facility here to ascertain the location of your parcel. If there’s a problem with delivery, it will be stated on the site.

However, if you’re still unable to locate your parcel, please e-mail us at hello@greater-good.co with your order number so that we can assist you further.

 

My order arrived damaged.

Your satisfaction is our priority. If your order arrived damaged, please e-mail us within 3 business days after receiving your order with photographs of your package, including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please send the images to hello@greater-good.co, including your order number. 

 

I received the wrong item.

If you’ve received something other than you were expecting, please e-mail us at hello@greater-good.co, attaching a photograph showing what you’ve received so we can make appropriate arrangements.

 

 

Shipping

Do you ship internationally?

Unfortunately we do not ship internationally at this time. 

 

What company does Greater Good use to ship packages?

We use JNE and SiCepat for domestic shipments. 

 

How much is the shipping fee?

Shipping fees are calculated based on the total weight of your order. The minimum chargeable weight is 1kg, with 1kg increments thereafter. Some items that may require special treatment, such as bulky, oversized and delicate items, may incur additional special handling fees.

 

The shipping fee, per kg, is as follows:

  •   Jabodetabek area: IDR 9,000
  •   Jawa & Bali area: starting from IDR 11,000
  •   Sumatra area: starting from IDR 19,000
  •   Kalimantan area: starting from IDR 26,000
  •   Other areas: starting from IDR 30,000 

How long does shipping take?

After we have dispatched your order, our courier partners will need 2-7 business days to ship the product to your doorstep.

To Jabodetabek area, it will take 1-3 days to arrive.

To other cities in Indonesia, it will take 2-7 days to arrive.

Please note that delays may occur during public holidays.