How do I create an account?
Simply sign up with your email address. Once registered, you’ll be able to manage your orders and account information.


Do I need an account to place an order? 
Yes. You’ll need to create an account using your email address before placing an order.. 


How can I modify my account information?
You can update your personal information, including your email address, saved shipping addresses, and marketing preferences, by logging into your account and visiting the “Profile” section. If you need any assistance, please contact our Customer Care team through WhatsApp or Email. 


How do I log in to my account?
Enter your registered email address on the login page. A one-time verification code will be sent to your email, which you can use to securely access your account.


How do I change my password?
PEGGY HARTANTO does not use passwords for account access. Simply enter your registered email address, and a one-time verification code will be sent to your inbox each time you sign in.


How do I change my shipping or billing address?
If you need to update your shipping or billing address after placing an order, please contact our Customer Care team via WhatsApp or Email as soon as possible. We’ll do our best to accommodate your request before your order is dispatched.


Can I save multiple shipping addresses?
Yes. You can save and manage multiple shipping addresses in your account, allowing you to select your preferred delivery address during checkout.

How can I check which Leather Goods are currently in stock?
To browse our available Leather Goods, click the “Leather Goods” tab on the website’s landing page, then select either “Handbags” or “Wallets” to view the products currently available for purchase.


How do I sign up for restock notifications?
If an item is currently unavailable, visit the product page and click “Notify When It’s Back”. Enter your email address, and we’ll notify you as soon as the item is restocked.


How do I check the size of a product?
Visit the product page and select “Measurement Details” to view the dimensions and size guide.


How do I check the materials used for a product?
Material information can be found on each product page.
- Ready-to-Wear: Refer to the “Details & Care” section for fabric composition.
- Leather Goods: Refer to the “Product Details” section for product information.


Where can I find information about a product?
You can find detailed product information by scrolling down the product page. Depending on the product category, you’ll find sections such as “Details & Care”, “Product Details”, and “Measurement Details”, which include information on materials, dimensions, features, and care instructions.


How do I choose the right size for Ready-to-Wear?
Visit the product page and select “Measurement Details” to view the size guide and garment measurements. If you need assistance selecting the right size or your measurements fall between two sizes, please contact our Customer Care team via WhatsApp or Email. We'll be happy to assist you.


Where are your products made?
All PEGGY HARTANTO Ready-to-Wear and Leather Goods are proudly made in Indonesia.

Our Ready-to-Wear collections are produced in limited quantities to minimise overproduction and avoid excess stock. Garments are produced based on pre-orders from our retail partners and customers.Some of PEGGY HARTANTO garments are made in our workshop, allowing us to maintain greater control over the efficiency and quality of our production process.

Our Leather Goods are also produced in Indonesia in small batches, reflecting our commitment to thoughtful production, exceptional craftsmanship, and lasting quality.


How should I care for my garment?
To preserve the quality and longevity of your garment, we recommend professional dry cleaning only. Please do not machine wash or iron your garment. For item-specific care instructions, please refer to the “Details & Care” section on the product page.


Can I machine wash my garments?
All PEGGY HARTANTO garments are recommended to be professionally dry cleaned only.


How should I care for my Leather Goods?
To preserve the quality of your Leather Goods, avoid prolonged exposure to direct sunlight, heat, moisture, and humid environments. Keep them away from water, oils, perfumes, cosmetics, and other substances that may stain or damage the leather.

If your Leather Goods become wet or soiled, gently blot the surface with a soft, dry cloth. When not in use, store them in a cool, dry place away from direct sunlight to help maintain their shape and finish.

How do I place an order?
Browse our collection and select your desired item. Click “ADD TO BAG”, review your selection in the Shopping Bag, then click “Check Out” to complete your purchase.


How do pre-orders work?
Pre-order items are clearly marked as “Pre-Order” on the product page, along with their estimated shipping or delivery date. Once the allocated pre-order quantity has been reached, the item will no longer be available for pre-order.


How do I know my order is confirmed?
Once your payment has been successfully verified, you’ll receive an order confirmation email confirming that your order has been placed.


What payment methods do you accept?
PEGGY HARTANTO accepts the following payment methods:
- Bank Transfer to our Indonesian account
- Credit Card


Can I modify or cancel my order after it has been placed?
If you need to modify or cancel your order, please contact our Customer Care team via WhatsApp or Email as soon as possible. We’ll do our best to accommodate your request before your order is processed.

Please note that unpaid orders will be automatically cancelled if payment is not received within 2 hours.


Will I receive a payment confirmation?
Yes. Once your payment has been successfully verified, a payment confirmation and order confirmation will be sent to your registered email address.If you do not receive a confirmation email within 48 hours of completing your payment, please contact our Customer Care team via WhatsApp or Email. 


Can I split my payment across multiple cards for one order?
No. Each order must be paid using a single payment method. Split payments across multiple cards are not supported.


Do you offer installment payments?
No. Instalment payments are not available. All orders must be paid in full using one of our accepted payment methods.


Why did my payment fail and what should I do?
A payment may fail for a number of reasons, including authorisation issues with your payment provider or incorrect payment details. If you experience any payment issues, please contact our Customer Care team via WhatsApp or Email for assistance.


I’d like to check my order number.
Your order number can be found in the order confirmation email sent to your registered email address. You can also view it by logging into your account on our website. All order numbers begin with ID00.


Is there a limit to the purchase quantity?
For Ready-to-Wear items, there is no purchase limit, subject to product availability.
For Leather Goods, purchases are currently limited to one piece per client per day. This policy is subject to change at PEGGY HARTANTO’s discretion.


Will I receive a shopping bag with my order?
Shopping bags are provided based on the product category and purchase method.

Ready-to-Wear: Shopping bags are provided with in-store purchases only. Online orders do not include a complimentary shopping bag.

Handbags: Shopping bags are provided with in-store purchases. For online orders, only selected styles (Tote Bag, Bucket Bag, Shell Bag, Cone Bag, and Baguette Bag) include a complimentary shopping bag. For Mini Bags, a paper shopping bag is available upon request for an additional fee.

Wallets: Shopping bags are provided with in-store purchases only. Online orders do not include a complimentary shopping bag. If you would like to receive one with your online order, you may request one by contacting our Customer Care team. 

To request a shopping bag, please contact our Customer Care team via WhatsApp or Email.

This policy is subject to change at PEGGY HARTANTO’s discretion.


What packaging will my goods be delivered in for online orders?
All online orders are carefully packed to ensure your items arrive safely and in excellent condition.
Ready-to-Wear and Handbags: Delivered in a protective shipping box.
Wallets: Delivered in a protective shipping box with a signature wallet box.


Is there a gift-wrapping option?
We do not currently offer a gift-wrapping service. However, you may include a personalised message card by completing the “Order Instructions / Add a message if this order is a gift” section during checkout.


Can I reserve a product to purchase it later?
We are unable to reserve products. All items are available on a first-come, first-served basis to ensure a fair shopping experience for all customers.

When will my order be shipped? 
Orders are typically processed and prepared for shipment within 1–2 business days after your order is confirmed, excluding weekends and public holidays. During periods of high order volume or holidays, processing and shipping times may take longer. If extended processing times apply, updated shipping information will be provided on our website.


Which countries do you ship to?
PEGGY HARTANTO ships worldwide, with some exclusions based on our retailer agreements. Available shipping destinations can be checked at checkout.


How much does shipping cost?
Shipping costs are calculated based on your delivery destination and will be displayed at checkout before you complete your purchase.


How long will it take to receive my order?
Delivery times vary depending on your shipping destination and the courier service selected at checkout. Once your order has been dispatched, you’ll receive a shipping confirmation email with tracking details.


Which courier services do you use?
For domestic orders within Indonesia, we work with the following courier partners: Paxel, JNE, Anteraja, GrabExpress, and GoSend. Available shipping options may vary depending on your delivery location.

For international orders, we ship via DHL. Upon arrival in the destination country, the shipment may be handled by the local delivery service for final delivery.


Can I pick up my order at the store?
Yes. If you select “Store Pickup” during checkout, you’ll receive an email notification once your order is ready for collection at:

PEGGY HARTANTO Flagship Store
Plaza Senayan, Level 2
Jakarta, Indonesia

Alternatively, you can check your order status by logging into your account and visiting the “Orders” section.


How do I track my order?
Once your order has been dispatched, you’ll receive an email containing your shipping and tracking details. To track your shipment, click “View Your Order” in the email.

Alternatively, you can log in to your account and visit the “Orders” section to view your order status and tracking information.


What should I do if there is no update on my shipment status?
Once your order has been dispatched, delivery is handled by our third-party courier partner. If you have not received any updates on your shipment status, we recommend contacting the courier directly using your tracking number for the most up-to-date information.

If you require further assistance, please contact our Customer Care team via WhatsApp or Email. 


Will I need to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, and other fees imposed by the destination country. These charges are determined by the relevant customs authority and are the responsibility of the customer unless otherwise stated.


Which countries do you ship to?
PEGGY HARTANTO ships worldwide, with exclusion of some countries based on our retailer agreement. This can be checked upon check out. 

What is PEGGY HARTANTO’s return policy?

INDONESIA

Returns are accepted only for items that are damaged or defective upon receipt. If you need a replacement for a damaged or defective item, the original item must be returned to the seller to receive a new replacement. Please check items thoroughly upon delivery before removing any attached tags.

To initiate a return, contact our Customer Care team through WhatsApp or Email within 48 hours of receiving your delivery, stating the reason for the return. Returned goods must be received within 15 days from the delivery date. Items received outside this period will not be accepted. Ensure returned goods are unworn, have all swing tags attached, and are in their original condition.

We recommend using registered couriers for returns and recording the tracking number. We are not responsible for goods lost or damaged in transit. The customer is responsible for postage costs, which will only be reimbursed in cases of damaged, faulty, or incorrectly supplied goods.


INTERNATIONAL ORDERS

Please be advised that, due to re-import regulations in Indonesia, returns and refunds for international orders cannot be processed or issued.


SALE ORDERS

Sale Items CANNOT BE RETURNED or EXCHANGED. 


I’d like to cancel my order before delivery.
Once payment has been successfully completed, orders cannot be canceled. Please review your order carefully before completing your purchase.


I’d like to return a product.
Returns are accepted only for items that are damaged or defective upon receipt. If you need a replacement for a damaged or defective item, the original item must be returned to the seller to receive a new replacement. Please check items thoroughly upon delivery before removing any attached tags.

To initiate a return, contact us at contact@peggyhartanto.com within 48 hours of receiving your delivery, stating the reason for the return. Returned goods must be received within 15 days from the delivery date. Items received outside this period will not be accepted. Ensure returned goods are unworn, have all swing tags attached, and are in their original condition.


Can I exchange or return my order at the store?
Yes. Online orders may be exchanged or returned at our flagship store. Before visiting, please contact our Customer Care team through WhatsApp or Email so we can verify product availability and assist you with the exchange or return process.

Do you offer alterations?
Yes, we do offer alteration services, subject to assessment. Please contact our Customer Care team through WhatsApp or Email for assistance.


Do you offer made-to-order pieces?
YYes. We offer a made-to-order service, allowing you to customize your garment in your preferred color (from our existing range) and have it tailored to your measurements. A consultation is required, either online or in person. Lead time is approximately 8 weeks, with pricing and completion time depending on the design and fabrication. Please contact our Customer Care team through WhatsApp or Email for assistance.


Do you offer made-to-order pieces for petit sizes?
Yes. Selected Ready-to-Wear styles are available in Petit sizing through our made-to-order service. Availability may vary by style and collection.

For more information or to place a made-to-order request, please contact our Customer Care team through WhatsApp or Email. 


Do you offer leather goods product repairs?
Leather goods repairs are subject to assessment.
Please contact our Customer Service team through WhatsApp or Email, and send photos of your item along with details of the issue so we can determine whether it can be repaired.


How do I request a repair service?
Please contact our Customer Service team through WhatsApp or Email,and send photos of your item along with details of the issue. We'll assess your request and advise whether the item can be repaired.