FREQUENTLY ASKED QUESTIONS
I cannot access my account as I forgot my Password.
Please use the ’Forgotten your password?’ function on the sign in page, where our system will send a reset password confirmation to your registered email address.
How can I upload a new profile picture?
After logging in, select the ‘edit profile’ option and select the profile picture icon.
What do I do if I see something inappropriate from another user’s post?
Please contact our Customer Support team at [email protected] with the user, post and why you feel it is inappropriate.
How can I see the posts that I like?
After logging on, select ‘View Profile’ to view the posts you have liked.
What are the three icons at the bottom of the pictures?
Share through Facebook, Twitter, Pinterest and email
Like (heart icon) a post
Add a post to the wishlist (star icon)
Order and Payment
What payment methods are available?
You can make payments either by Bank Transfer (BCA or Mandiri) or Credit Card (VISA or Mastercard).
How will I know that you have received my order?
After you place an order via our website or app, our system will send you a confirmation email with your contact details and your order details. If there are any incorrect details, please contact our Customer Support at [email protected] as soon as possible.
How can I track the progress of my order, payment or shipment?
For further inquiries, please send an email to our Customer Support at [email protected] After verifying your identity, they will be able to provide the additional details on your order.
Why is it out of stock while the website or app still has the stock?
Unfortunately, the stores may share inventory with other stores and may not have provided an updated inventory list showing the item is out of stock.
How long does it typically take to confirm my bank transfer payment as successfully received?
Bank transfers will be monitored during the weekday and when the payment has been confirmed, an email will be sent. Depending on the bank and method of payment it can take up to 48 hours to have the payment confirmed.
How long will it take to send a product to rural area?
Areas outside of Jakarta may take slightly longer to deliver to. Please contact our Customer Support at [email protected] after the courier has been assigned and we can provide an indicative timing on the delivery.
What if I need to change my address after the order is arrived?
Please contact our Customer Support at [email protected] for any change request..
How much does shipping costs?
The shipping charges will be calculated at the end of your order. Shipping charges is calculated from Jakarta to your shipping location.
What happens if my order is damaged when I receive it?
Please contact the Customer Support at [email protected] with your order number, and photos of the damage. The team will be in contact shortly to identify the issue and steps to replace the order.
What happens if I buy a gadget and it is faulty but the delivery showed no damage?
Please contact the Customer Support at [email protected] with your order number. We will contact the store immediately and organise a replacement if it is an issue with the product.
I cannot find much information about the product I want to buy.
Each post must be provided with enough information about the product. If you need more information on a specific product, please contact the Customer Support at [email protected] with the product details and query.
I would like to sell my products at Kufed, how do I do this?
Please contact the Concierge Team at [email protected] with a brief description and sample of the products along with your contact details. Our merchandisers will be in contact shortly on the next steps.
My friend recently bought a cool item from overseas and I can’t find it anywhere, can you help me buy it?
Absolutely! Contact our Concierge Team or complete the form through www.kufed.com and let our team source this for you. We’ll revert as soon as possible with a quote and estimated delivery time for your purchase
Are there restrictions on the products?
Please don’t hesitate to contact our team for any requests. The communication channels are set up to be quick and easy for you to ask anything within reason. Of course we will not be bringing in anything illegal and our team will determine viability of each request.
I found something from a country far away, are you sure you can help?
Let our team explore the logistic channels available to us and we’’ll revert with a confirmation.
How much does the Concierge service cost?
All queries and quotes are free to make for anyone, try our service anytime. The quotes provided will be all inclusive and delivered to your door.
Social Media Profile
Kufed.com opens the world of shopping to Indonesia. View our extensive selection of quality lifestyle products from local and international brands, or contact our Concierge Team to source the goods you want.
Kufed.com opens the world of shopping to Indonesia. View our quality lifestyle products from local and international brands, or contact us to source the goods you want.
Concierge Landing Page
Try our new concierge service! The team is here to help you find what you want and make your life easier. We at Kufed pride ourselves in our customer service and want to bridge the offline and online shopping experience.
Contact us at anytime through the Product Request function or if you’re on the run, use the following channels:
Email : [email protected]
Whatsapp : +62 822 11 888 101
Line : kufedsupport
Save our contacts and contact us anytime, any day and our team will revert as soon as possible. There are no additional costs and you do not need to be registered to use this service.
How does product request work?
Find a product you like from around the world. Click our product request button or contact our Concierge Team and provide as much details as possible. Our team will find a source and revert with the price (this includes all delivery charges to your door) and the approximate delivery time.
Once you’ve agreed on the product, register as a user, make the payments and it enjoy your new product shortly.
Request a product - Travelling overseas? Seen a new product on social media? Been inspired from a friend’s recent purchase? Contact us and send as much information on the product so we can help source it for you
Product queries - If you need more details specific to your needs, we can always ask the vendors to provide additional information
Order queries - find more information about the timing or progress update of your order. If there are changes to the shipping address, notify us and we’ll update the logistics team
Assistance to help you register - Those who are time poor but want to use our services, we can help register and even place orders for you
Customised requests - Let our team cater to your needs. Add a customised note or make the packaging unique, the customisation is up to you.
Too busy to shop - Love to browse but don’t have the time to finish all the forms? Let our concierge team make it easier for you. We’ll setup everything you need then you just need to pay and wait for your product
New products - Not too sure where to buy the products? Come to us with a link or photo and what ever details you have on hand. We’ll try our best to source what you need and make some recommendations for you
Payments options - International shopping has always been a problem, let us bridge that gap and our team will make the payments first while you can use our secure and local payment options for your purchases
Logistic solutions - Delivering items from different sites can be a challenge for lots of users. Let our team use our network and find the solution to get it to your door
How can we help you?
Terms and Conditions
Our team will respond as soon as possible for all requests. Response times will vary during holiday and weekend periods.
Our team can not and will not participate in any illegal activities
While we will strive to achieve all requests, some factors may be out of our control
Any request can be refused at our discretion
Prices may vary accordingly as vendors adjust prices for higher demand items
Delivery times may change as vendors may encounter stocking or shipping issues
REFUND & EXCHANGE
By accessing www.kufed.com or our mobile application (jointly referred to as “the Site”), you confirm your understanding of the Refund, Return and Exchange Policy. If you do not agree to the Refund, Return and Exchange Policy, you shall not use the Site. Kufed through PT. Hood Digital Asia (“Kufed”), reserves the right, to add, remove, or modify portions of the Refund, Return and Exchange Policy at any time.
Refund is an act of returning the Customer’s payment transaction made on the Site due to but not limited to the following factors:
The product promoted on Kufed’s platform is out of stock, however, the customer has completed the payment; or
The merchant was unable to provide the customer with the purchased product; or
Logistic issues resulting in a cancellation of the order by the customer; or
When a customer returns a faulty or defective product and a new product is not available for exchange or replacement.
Refunds will not be processed due to the following factors:
The payment is not recorded in the transaction of Kufed’s nominated bank; or
The product is received by the customer in good condition and in accordance with the order details on the website, however, does not meet the customer’s expectation due to subjective reasons; or
The customer has lodged a claim on the warranty outside of the timeframe noted in the “Terms and Conditions”; or
The customer lodges a defect complaint on the delivered goods without checking on receipt of the shipment. Each shipment will be accompanied by a note to check thoroughly; or
If the customer changes their mind.
Refund will be processed by Kufed in the following steps:
Customer submits a request for refund to Kufed by e-mail or phone stating the reason for refund request with a proof (photograph).
Customer encloses proof of payment transaction of the product intended for refund (e.g scanned copies of the ATM receipt, Klik BCA, Credit Card, IPayMu, KlikPay, Bank Transfer, invoice from Kufed and email confirmation of order from Kufed).
Customer provides Refund Transfer Information which entails: name of the bank, name of the account holder, bank account number, and branch of the bank via e-mail.
Kufed processes the refund to the customer‘s bank account within 3 working days after all necessary requirement is received. Note the payment may take additional time due to the timing of the bank transfers.
Kufed reserves the right not to process the refund if the conditions of the Refund policy are not met by customer.
In the event that the Refund Policy points are not met, the customer agrees to not sue Kufed in the court or perform defamation in any media outlet.
Requirements for returning product to Kufed are as following:
Product is returned within the warranty time limit of 7 days after the product is received (applies to products where the store does not provide a warranty period), or in accordance to the Terms and Conditions for products with warranty (specified under each product’s details).
Proof of purchase must be included (transfer receipt, e-mail notification proof, shipment receipt, and Bank statement).
Product is returned in its original condition:
Product packaging must be in good order; warranty card and product accessories (certificate of product’s authenticity, product manual, complete ensemble of product, etc.) must also be returned.
Product must not ever be used (installed, inserted by any data), clean (no deodorant or stains), unworn and unwashed
Products which are not eligible for return:
Label/Sticker on product is defected or lost or damaged.
Product packaging deemed to be deformed due to shipment but product is in good condition.
- Product has been used and there is an intent in defecting which causes the product to be ineligible for return.
Inspection by Kufed:
Kufed will thoroughly inspect all returned products.
Kufed reserves the right not to accept any returned product should there be any incompatibility towards the stipulation above.
All returned product will be processed for the exchange of a new product replacement or processed accordingly by the stipulation of Kufed.
Kufed does not allow for exchange of products unless the product is faulty, in which case the above mentioned standards must be followed.
Product exchange due to incorrect size selected by customer, change of mind, or any other subjective reasons, are not allowed.
TERMS & CONDITIONS
By accessing www.kufed.com or our mobile application (jointly referred to as “the Site”), you confirm your understanding of the Terms and Conditions. If you do not agree to these Terms and Conditions of use, you shall not use the Site. Kufed through PT. Hood Digital Asia (“Kufed”), reserves the right, to add, remove, or modify portions of these Terms and Conditions of use at any time. Changes will be effective when posted on the Site with no other notice provided, please check for updates regularly. Your continued use of the Site following the posting of changes constitutes your acceptance of those changes. The version of the Terms and Conditions that will apply to your order will be those on the Site at the time you place your order.
Products listed and published on the Site does not mean that they will be available at any time. We reserve the right to discontinue any product at any time.
Certain services and related features that may be made available on the Site may require registration. Should you choose to register for any such services or related features, you agree to provide accurate and current information about yourself, and, if there are any changes to promptly update such information. Every user of the Site is solely responsible for keeping passwords and other account identifiers securely. The account owner is entirely responsible for all activities that occur under the account. Additionally, you must notify us of any unauthorized use of your account. The Site shall not be responsible or liable, directly or indirectly, in any way for any loss or damage of any kind incurred as a result of, or in connection with, your failure to comply with this section.
Prices And Delivery Charges :
Kufed is determined to provide the most accurate prices on the Site for our users, however, with every effort to mitigate errors, they may still occur. In these cases, the price of an item or number in the inventory may not be displayed correctly on the Site, as such, we reserve the right to refuse or cancel any order. In the event that an item is mispriced, we may, either contact you for instructions or cancel your order and notify you of the cancellation even if the order has been confirmed and your credit card or bank account charged.
The cost for each delivery method will be clearly indicated during the check-out process. If we are unable to deliver your order in full and have to make more than one delivery, there will not be an additional charge for any subsequent deliveries.
To shop on the Site, you must be at least 17 years old and not under a guardianship. Once you have placed your order, you will receive an email confirmation if a valid email address has been provided. If for any reason we are unable to fulfil your order, we will let you know as soon as possible. If we have already received payment for this order, we will refund the applicable amount using a bank transfer to make the payment and if additional information is required our Customer Service representatives will contact you.
Any dates quoted for delivery of the goods are approximate only and Kufed shall not be liable for any delay in delivery. Kufed will take the greatest of care to be as accurate as possible when receiving and dispatching orders. We always endeavour to deliver your order to a residential or office address but, not to P.O. box addresses.
Kufed will dispatch the approved orders as quickly as possible where a typical delivery will take 2 – 7 working days (Monday – Friday) from the time of placing the order for a local store, however, if a store is overseas from the customer, the delivery times will extend taking 2 to 4 weeks. Delivery times may vary depending on where the order is to be delivered. Occasional delays may occur during peak periods or in the case of unexpected events. At the latest, orders will be delivered within 30 days from placing the order or you may choose to cancel your order.
If your order does not arrive by the scheduled time frame, please contact our Customer Service team.
If the buyer fails to take delivery of the goods (other than by reason of any cause beyond the buyer's reasonable control or by reason of Kufed’s fault) then Kufed reserves the right to choose from the following remedies:
- sell the goods at the best price readily obtainable including the deductions for storage and selling expenses then credit to the buyer for the excess over the price paid in cleared funds or charge the buyer for any shortfall below the price under the contract; or
- terminate the contract and claim damages.
Withdrawal Of Order :
Please note that there are cases when an order cannot be processed for various reasons. The Site reserves the right to refuse or cancel any order for any reason at any given time. You may be asked to provide additional verifications or information, including but not limited to phone number and address, before we accept the order.
Returns And Refunds :
If the item you have received is faulty, please notify our Customer Service team as soon as possible to organise a replacement of the item. We will require pictures and additional information to identify the cause of the issue. For any items that we do find to be faulty, we will always provide a replacement and if none is available, a full refund.
We ask that care is taken on the packaging and the product. Please return items undamaged and unused, with all Kufed labels and tags intact where the items have not have been damaged, soiled, washed, altered or worn.
Payment Methods :
You can pay for your goods in various ways as set out below:
You can enter your payment details at the time that you place your order using a valid credit card, VISA or Mastercard. Kufed reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.
We accept bank transfer as a form of payment to either our accounts in Bank BCA or Bank Mandiri. Bank transfer payments will be processed during office hours. Our bank account details will be provided on the invoice and a reference for the bank transfer. If the details sent are not completed, this will affect the verification process and delay the delivery of the product(s).
Please note, we do not accept cash, cheques or AMEX cards.
Our Liability :
Nothing in these Terms shall exclude or limit our liability with regard to any matter for which it would be unlawful for us to limit or exclude our liability.
Kufed is not responsible for indirect losses which are a side effect of the main loss or damage, for example loss of profits or loss of opportunity; or for failure to deliver the goods or to meet any of our other obligations under these Terms where such failure is due to an event that is beyond our reasonable control, which includes but is not limited to fire, flood, storm, riot, civil disturbance, war, nuclear accident and terrorist activity.
Our maximum liability to you for any loss or damage arising in connection with your order on the Kufed website shall be limited to the total price of your order.
We have made every effort to display as accurately as possible the colours and composition of our products that appear on the Site. If there are colour differences between the colours shown on the website on your computer and the actual colours of the items, this may be due to the colour reproduction on your computer.
If there are faults or defects in the items that you have purchased from the Kufed website, we abide by all statutory guarantee regulations. If you have a complaint regarding obvious material or manufacturing faults in goods that we have supplied, including damage incurred in transit, please let us know by contacting our Customer Service team.
If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other Terms shall continue to apply.
Ownership Of Rights :
All intellectual property rights, whether registered or unregistered, in the Site, information content on the Site and all the Site design, including, but not limited to, text, graphics, software, photos, video, music, sound, and their selection and arrangement, and all software compilations, underlying source code and software shall remain our property.
Any use of the Site or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of Kufed.
Uploads And Posts :
All care must be taken when uploading posts onto the Site. We reserve the right to remove all posts which we deem inappropriate. A notification will also be provided if a post has been removed and repeat offenders will have their accounts locked.
Posts which have been uploaded which infringe on copyright agreements and do not belong to the user will also be removed.
Kufed will make every effort to vet the posts but if there are any offensive posts, please immediately contact our Customer Service team to escalate the review.
In providing your personal data, you consent to us using the data collected to enable us to meet our commitments to you. We require your data most frequently, but not limited to, the following purposes:
Creating your personal registration account at Kufed (includes your name, phone and email address)
Processing your orders and payments (includes your name, address, date of birth and bank details)
Contact for queries and updates on the delivery status (includes your mobile phone number and email)
To send you marketing offers such as newsletters (includes your email address and your name)
To contact you in the event of any problems with the delivery of your items (includes mobile number, email and address)
Carrying out credit checks (includes name, address, date of birth)
To be able to validate that you are of legal age for shopping online (includes date of birth)
When you register through the Site and submit personal information to create a profile or visual collection, Kufed users may see your name. If you choose to provide additional personal information in your profile, Kufed users may see such additional personal information, including, but not limited to, your photo, comments, posts, followers and people you follow. Providing additional personal information is voluntary and should correlate with the degree of interaction you want to have with Kufed users. We recommend that you guard your sensitive information.
We may share aggregated information that does not include personal information and we may otherwise disclose non-identifying information and log data with third parties for industry analysis, demographic profiling and other purposes. Any aggregated information shared in these contexts will not contain your personal information.
We may employ third party companies and individuals to facilitate our additional site and application related services
and improvement of the Site’s features
processing and fulfilment of orders
sending postal mail and e-mail
processing credit card payments during ordering
providing customer service
These third parties have access to your personal information only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.
You have the right to request information about the personal data we hold about you. If your data is incorrect, incomplete or irrelevant, you can ask to have the information corrected or removed by contacting our customer service team. You can withdraw your consent to us using the data for marketing purposes (i.e. sending catalogues, newsletters or offers) at any time.
All registered users may review, update, correct or delete the personal information in their account by contacting us or by editing their profile through the Site. If you completely delete all such information, then your Account may become deactivated. You may also contact us to submit a request that we make no further use of your information. We will use commercially reasonable efforts to honour all requests within a reasonable time. We may retain an archived copy of your records as required by law or for legitimate business purposes.
We never pass on, sell or swap your data to third parties for marketing purposes outside of Kufed. Data that is forwarded to third parties, for example logistic agents in connection with the delivery of goods, is only used to meet Kufed’s commitments to you. Kufed may also supply your personal details to organisations such as credit reference or debt collection agencies for the purpose of credit rating checks, identity checks and debt collection.
We have made technical and procedural safeguards to collect, store and protect your data from unauthorised access, loss, manipulation. We continually update our security technological developments and ensure we protect your data using encryption.
You should keep your user name, password and other access information safe and confidential to protect against unauthorized access to your account information. You should adopt passwords that others cannot guess easily. You should also be sure to sign off of your computer, in particular shared computers, when you finished using them.
We may make any legally required disclosures of any breach of the security, confidentiality, or integrity of your unencrypted electronically stored personal to you via email or on the Site in the most expedient time possible and without unreasonable delay, insofar as consistent with
the legitimate needs of law enforcement or
any measures necessary to determine the scope of the breach and restore the reasonable integrity of the Site
When making credit card purchases the information is passed through a secure connection and that your card details cannot be read by external parties. When you pay by card, we reserve the right to carry out an identity check.
Our company servers will automatically record information that your browser sends whenever you visit the Site. This data may include:
Your computer's IP address
The pages within Kufed that you visit
The time spent on those pages
Items and information searched for on our site
Access times and dates
and other statistics
This information is collected for analysis and evaluation in order to help us improve our website and the services and products we provide. This data will not be used in association with any other personal information.
If you are not satisfied with the way in which we handle your enquiry or complaint, please don't hesitate to contact our Customer Service team.
We are a passionate, energetic, and fun group of people who believe that together we can make things happen. We're always looking for original thinkers and doers. We take pride in our strong team culture - one of mutual trust, learning, sharing, care, willingness, cooperation and concern. This includes providing a conducive, family-friendly work environment that enhances our staff's professional and personal growth.
Drop us an email at [email protected], and we will be sure to get back to you as soon as possible.
PROMO FREE SHIPPING
- The offer is available only for a limited time
- Free shipping applies to all destinations in Jakarta reachable by logistic firms
- All orders IDR 400.000,- and over (including promotion items) qualify for free standard shipping
- Can be used in conjunction with a promotion code, but the total order needs to be IDR 400.000,- or over
- The offer is not transferable for cash or credit towards any purchase
- The offer is subject to change or expire at any time at the discretion of Kufed