Frequently Asked Questions

About Us:

  • WHERE DO YOU OPERATE FROM?

We are based in Jakarta, Indonesia. 

  • WHAT MAKES YOU DIFFERENT FROM YOUR COMPETITORS?

Our aim is to create convenience while still delivering accuracy. We understand that efficiency is a necessity. 

  •  DO YOU HAVE A PHYSICAL STORE?

Currently, we are solely an online store. In the future, we aim to prepare a showroom or shop for customers to view our products.

  •  DO YOU HAVE A PRINTED BOOK CATALOGUE OF ALL YOUR PRODUCTS?

Due to various types of fabric that are continuously added into our system, as well as products that are not continuous, we do not prepare books of all the items we have/had.

  • WHAT ARE YOUR CUSTOMER SERVICE HOURS? 

We are available from 9AM-6PM (WIB) from Monday to Friday. Outside these hours, please send us an email and we will get back to you at our soonest.

Orders:

  •  HOW DO I ADD AN ITEM TO MY CART?

Choose the item you like, along with its colour. Choose the amount you would like to purchase. Click add to cart on the item, and continue shopping!

  • HOW DO I REMOVE ITEMS FROM MY CART?

On the top right hand side of your screen, you will find a yellow bag icon. Click on the bag to access your cart and find the list of items you’ve added. Click on the trash bin icon under the product description of the item you would like to remove from your cart.  

  • WHAT IF AN ITEM I'VE ORDERED IS OUT OF STOCK?

If Toko Moda is unable to complete an order, we will contact you directly. We will return the funds in the form of store credit or replace your originally desired product with another item.

  • HOW DO I KNOW IF TOKO MODA HAS RECEIVED MY ORDER? 

Once the order and payment process is complete, the Customer will receive a confirmation email from us. If you do not receive an email, please contact us.

  • HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Deliveries depend on the shipping details chosen by the Customer. If there are any issues or delays, please contact the shipping company directly.

  • HOW DO I MAKE SURE I ORDER THE CORRECT FABRIC?

Toko Moda’s photos and descriptions were curated to help the Customer understand the fabric texture, colour and quality. However, we recommend ordering a swatch to be completely sure of your order.

  •  WHAT SIZE ARE YOUR SWATCHES?

Toko Moda’s swatches are approximately 10cm x 10cm in size.

  •  DO YOU OFFER DESIGNER DISCOUNTS?

Due to our competitive prices we do not offer designer discounts yet. If a designer would like to purchase in bulk or would like to make a special order please do contact us directly.

  •  HOW DO I PLACE A BULK ORDER OF A PRODUCT WHEN THERE IS NOT ENOUGH STOCK IN STORE?

Our stock is often updated and accurate with the amount of product we have. However, in this case, please contact us for further assistance.

  • DO I HAVE TO REGISTER AND MAKE AN ACCOUNT IN ORDER TO PLACE AN ORDER?

Yes. Toko Moda creates accounts for all customers to easily keep records of your previous purchases to make repurchasing easy. 

  • WHAT ARE YOUR OPERATING HOURS? 

Toko Moda is available 24 hours a day.

  • IS THERE A MINIMUM ORDER SIZE?

Our minimum order is 1 meter.

  • HOW CAN I BE SURE OF AN ITEM'S COLOUR?

We do our best to show the correct color through our detailed descriptions and carefully curated images. However, to be 100% sure we recommend for you to order a swatch.

  • WHAT IF I NEED TO MODIFY OR CANCEL AN ORDER AFTER THE PAYMENT HAS BEEN MADE?

We recommend for you to make sure your order is correct before completing the order process. Orders that have been completed are not able to be cancelled. If you are unhappy with your order after receiving it you may return it to us as long as it is in accordance with our return policy.

  • WHAT SHOULD I DO IF I RECEIVE AN ERROR MESSAGE OR HAVE TROUBLE WITH THE SITE?

Please contact us immediately on our Contact Us page detailing your issues.

  •  I ORDERED A FABRIC AND IT SEEMS TO BE DEFECTED. WHAT DO I DO?

Please refer back to our Return Policy and contact us immediately on our Contact Us page detailing your issues.

  •  WILL FABRIC BE SHIPPED IN ONE CONTINUOUS CUT?

Yes. If your order cannot be shipped in one continuous cut, we will contact you before shipping your order to you.

  •  CAN I PURCHASE FABRIC IN WHOLESALE BULK AND PRICES?

Due to our incredibly competitive retail prices, we do not offer wholesale discounts.

  • WHAT DO I DO IF MY ORDER STILL HAS NOT ARRIVED?

 Please contact the shipping company with your tracking number.

Shipping:

  •  HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Your order will arrive according to your shipment preferences. If there are any delays, please contact the shipping company directly.

  • WHERE DO YOU SHIP TO?

Toko Moda ships worldwide.

  • WHERE ARE YOUR PRODUCTS SHIPPED FROM?

Our products are shipped from Jakarta, Indonesia.

  • DO YOU SHIP INTERNATIONALLY?

Yes, we offer international shipping.

  • WHAT ARE YOUR SHIPPING OPTIONS? 

We offer same day, express and standard delivery. Shipping options are displayed at your checkout page.

  • WHAT IF I DON'T RECEIVE MY ORDER?

Please contact the shipping company and state your tracking number.

  • HOW DO I TRACK MY ORDER?

Customers may track their order through the shipping company’s website.

  • CAN I SAVE ON SHIPPING COSTS BY PICKING UP IN STORE?

Currently we do not offer in-store pickup. 

  • WHAT IF MY ORDERS ARE DAMAGED IN TRANSIT?

Once the order has left our facility the package is the responsibility of the shipping company.

  • WHAT DO I DO IF MY ORDER STILL HAS NOT ARRIVED?

Please contact the shipping company with your tracking number.

Returns:

  •  DO YOU ACCEPT RETURNS OR EXCHANGES?

We accept returns and exchanges in accordance our Return Policy.

  •  DO YOU ALLOW FOR A REFUND IF I CHANGE MY MIND ABOUT MY ORDER?

We do not offer cash refunds. We offer exchanges in the form of store credit if it is in accordance with our Return Policy.

  • HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY REFUND?

We do not offer cash refunds. Store credit refunds will take two working days.

  • I ORDERED FABRIC AND IT SEEMS TO BE DEFECTED. WHAT DO I DO?

Please refer back to our Return Policy and contact us immediately on our Contact Us page detailing your issues.

Payment Methods:

  • WHAT PAYMENT METHODS DO YOU ACCEPT?

Our payments are handled by our third party partner, MidTrans. We accept bank transfers, credit/debit cards as well as third party outlet payments.

  • HOW LONG DO YOU CUSTOMER HAVE TO COMPLETE THE PAYMENT BEFORE THE ORDER IS AUTOMATICALLY CANCELLED?

Your orders will be automatically cancelled after 48 hours.

Privacy and Terms:

  • DO YOU SHARE CUSTOMER INFORMATION?

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen. 

  • WHAT DO YOU DO WITH THE INFORMATION YOU COLLECT?

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.

  • We may use the information to improve our products and services.

  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

  • HOW SECURE IS INFORMATION ABOUT ME?

It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.


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