Shipping & Delivery
During all steps of this production and delivery process we will send you regular updates by email. You will also be able to see the status of your order by logging into your account and checking your dashboard. If you have any questions, please contact us at hello@murukaka.com and we will answer you as soon as we can.
ORDER PAYMENT
International & Domestic payments are by Credit Card and can be done directly online by using our secure payment server. We utilize the services of a secure payment provider and gateway system to safeguard online payments. We accept all major credit cards.
PRODUCTION & DISPATCH
Orders are placed asap but normally no later than 3 days after payment has been received. Sometime the processing time may take longer, due to the volume of orders, or because of public holidays here in Bali. We try to ship your order as soon as we can.
From the moment your order has been confirmed by Murukaka and our countdown has finished, your order will move into production. It takes us up to 6-8 weeks to complete a hand-made order from our providers.
Once your order is made, checked and ready to be sent, it takes up to 3 weeks to deliver the products to your door. Due to the custom nature of our manufacturing process, all completion and delivery dates are estimates only.
ORDER TRACKING
You will receive an email on confirmation of order placement, to let you know that your order is being processed/filled and packed to ship, and a confirmation of shipment of your package including a tracking number.
In some cases, an order may be split into different packages, and you will receive 2 or more tracking numbers. As a result, some items may not ship together or ship on the same day. This is due to: different designers / warehouse storage locations (we work from multiple warehouses to ensure we have the best quality & selection for affordable prices); weight restrictions for regular shipping imposed by the post office or courier; some items ship directly from the manufacturer, and not the shop.
TRACK YOUR ORDER
To help you keep track of your orders, we have a fully automated Track My Order app for you to use to keep track of your order in shipment.
The aim of the Track My Order app is to make the order tracking process more transparent and accurate. You simply need to input your tracking number. Please initiate all enquires regarding the status of your order via our Track My Order app.
DOMESTIC SHIPMENT RATES
For all items made in Bali & Indonesia, we use a fixed shipping rate cost to ship our items locally to all our customers living in Bali and Indonesia.
For items that are made and fulfilled at our manufacturing facilities outside of Indonesia, and sent to a customer in Indonesia, the item will incur an international shipping fee rate calculated on the country location of the manufacturer. This customized rate will be calculated at checkout.
INTERNATIONAL SHIPMENT RATES
We use a fixed rate cost to ship our items to all our international customers from Indonesia. The rates are based on the item weight/volume and zones (based on country locations).
For items that are made and fulfilled at our manufacturing facilities outside of Indonesia, and sent to a customer internationally, the item will incur an international shipping fee calculated on the country location of the manufacturer. This customized rate will be calculated at checkout.
CUSTOM & TAXES
All countries have their own laws regarding the import and taxes of certain products. Murukaka has no control over these charges and can not provide estimates for import taxes for individual countries as they all differ from country to country. Please note that understanding import restrictions and the payment of any associated import customs and taxes is the responsibility of the customer. We recommend you contact your local customs office for current charges before placing your order. You may also visit duty calculation websites such as www.dutycalculator.com.
Most countries have a value threshold on imports before they start charging duty. These values are subject to change and should be checked before placing an order.
SHIPMENT TIMES
The time a package takes to get to you depends on your location, but normally a few weeks. Items sent from our overseas manufacturers (non-Indonesia based) can take up to a month.
LOST OR MISSING SHIPMENTS
Murukaka is not responsible for lost or stolen packages. We will do everything we can to help recover a package, but unfortunately stolen packages are happening more and more often, due to the prevalence of online retail. If a package has been noted as delivered, we are unable to file an insurance claim as this is “proof of delivery.” Delivery services do not take responsibility for deliveries once they are delivered to the address noted.
If your package is missing, but tracking shows that the package is still in transit, then we can file a claim to locate this package or get compensated for the lost merchandise and shipping costs. In this event, we will refund your order back to you. Please note that at certain times of the year and during weather advisories, packages can be delayed for more than 10 days in transit. Please contact us via our Track My Order page. We will get started with contacting the delivery service to help locate your package.
WRONG SHIPPING ADDRESS
It is your responsibility to make sure that you enter the shipping address correctly. Murukaka cannot be responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please write to us via our Contact Page as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so.
QUESTIONS?
If your question has not been answered in the above information, please don’t hesitate to read the FAQ information in our Help Centre, email us on our Contact Us page , and we will be happy to assist in any way we can.