Shipping policy
Berlaku efektif: 1 Januari 2026
This Shipping Policy explains how Khaena processes and delivers orders placed through WhatsApp, both within Indonesia and internationally.
Shipping Methods and Coverage
We ship to addresses within Indonesia as well as to select international destinations.
Domestic shipping (Indonesia) — orders are shipped via JNE, J&T Express, or Lion Parcel. The courier used for each order will be confirmed with you via WhatsApp prior to shipment.
International shipping — for orders to Malaysia and Singapore, we use Lion Parcel. For all other international destinations, we use Pos Indonesia.
Processing Time
Orders are processed and prepared for shipment once payment has been confirmed. Processing time may vary depending on product availability and order volume, and will be communicated to you via WhatsApp.
Shipping Costs
Shipping costs are calculated based on the destination, package weight, and courier selected, and will be communicated to you via WhatsApp prior to payment.
Estimated Delivery Time
Delivery times vary depending on your location and the courier used, and are estimates provided by the respective shipping carriers. Khaena is not responsible for delays caused by the courier, customs clearance, weather conditions, or other circumstances beyond our control.
Customs, Duties, and Import Taxes
For international orders, any customs duties, import taxes, or related fees imposed by the destination country are the sole responsibility of the customer and are not included in the product price or shipping cost. Please check with your local customs authority for more information before placing an order.
Order Tracking
Once your order has been shipped, we will provide you with a tracking number via WhatsApp where available, depending on the courier used.
Lost or Delayed Shipments
If your order fails to be delivered due to a shipping or logistics issue, please refer to our Refund & Return Policy for further information.
Changes to This Policy
We may update this Shipping Policy from time to time to reflect changes in our shipping practices, courier partnerships, or for operational, legal, or regulatory reasons. We will update the "Effective date" at the top of this policy whenever changes are made.
Contact Us
If you have any questions about shipping, please contact us via WhatsApp at +62 813-2598-9525.
