FAQ’s

Order

How do I make a purchase?

• To make a purchase, Select an item you like then select size and click on “add to cart” then continue shopping until you are ready to complete your purchase.
• If at any stage you change your mind, you can delete the item from your cart by entering into the cart and click on the ‘remove’ button. Once you’re ready, Click Checkout menu and follow through to the check out process.
• Click  “Proceed to Checkout” to confirm your items. After you have made any changes and updated the quantities as desired, click “Check Out” to complete your order
• Then, you will get Order number and billing you must pay by email
• Make payment to our Bank Account, we have BCA, BNI, BRI Syariah, and Mandiri Syariah
• Confirm your Payment , in the our website . Klik Confirm Payment menu .
• And wait your order will deliver to you

What payment methods do you accept?

We accept payment direct local bank transfers on account BCA,BNI,BRI Syariah, Mandiri Syariah. We do not accept personal checks, money orders. Please note that items will not be shipped until the transaction has been cleared.

Can I make changes to my order?
Once an order has been placed and confirmed, it will not be possible to change or cancel your order.

How will my order be shipped?
For local orders items will be sent using JNE and international orders items will be sent using DPEX Tool Global or standart Post Indonesia delivery services unless an express service is requested. Please note that orders will be sent through the most suitable carrier according to the size, weight and destination.

Where does the Trust Denim ship to?
We ship to most countries around the globe as we vow to provide you with the best service. For further information, please contact us at order@trustdenim.com.

How long will it take to arrive?

We use JNE and Tiki Courier to delivered your product, estimated time arrive have differen from city to another, you can track your product delivered status with tracking number that will inform to you by email.

For further information, please Contact us by SMS +6281563535505 or Whatsapp +6289657510984

How do I track my order?
Once the order has been shipped, you will receive an email with a tracking number and information on the carrier. To check the status of the shipment you can also use the specific carrier’s website:
JNE

Tiki

DPEX Tool Global

Will I be charged tax/customs duties on my order?
When purchasing from the Trust Denim Store, the prices displayed are tax-free. That means that the customer may be liable to pay for duties and taxes upon receipt of the item(s). Please be advised that customs charges and/or import duties are determined by the customs office of the regarding destination and where applicable, may be levied once the parcel arrives at the destination country. Payment of these charges and taxes is the responsibility on the recipient and will not be covered by the Trust Denim Store. For further details of charges, please contact your local customs office.

Returns and Exchanges

How do I return an item?
If you find any problems with your item(s), please contact us within 7 days of receipt for an exchange. In general, we will only accept items in their original condition with their tags and packaging intact.
To return an item, please contact us at order@trustdenim.com Monday to Friday (Indonesia time).
When you contact us, please include details of the order and the reason for your return.

What happens if the item(s) I’ve received are faulty/incorrect/damaged?
We are deeply sorry for the inconvenience. At the Trust Denim Store, we vow to ensure our customers a high quality experience. If you find a problem with your order, please contact us at order@trustdenim.com immediately. Please include details about the order and the nature of the problem and we will do our best to resolve the issue as soon as possible.

What do I do if an item is missing from my order?
Sometimes we may send out items in separate shipments. Please check your order status to see if any of your items are arriving separately. If something is still missing, please contact us at order@trustdenim.com.

Do I have to pay shipping for my return items?
In the case of faulty/incorrect/damaged items, we will cover for the return shipping charges however if a return is made for other reasons, the customer is responsible for the return shipping cost.

How can I check the status on my returns or exchanges?
Log into your account to view information on your returns and exchanges.

How long will it take for my return to be processed?
It will take up to 7 days for us to process a returns request. If it has been more than 30 days, please contact us with the details of your return request.

Contact Us
For all other enquiries, our customer service representatives will be available through the following means:
By e-mail: order@trustdenim.com
Trust Denim endeavors to assist all customer’s needs and enquiries as quickly as possible however please allow up to 24 hours for an email response.