Frequently Asked Questions
Short answers to the questions we get most often. For anything not covered here, message us on WhatsApp or email [email protected].
Ordering and payment
How do I place an order?
Browse the collection on the homepage, open the piece you want, and click Order. You'll enter your name, WhatsApp number, and delivery address inside Bali, then complete payment in a secure Midtrans window. Step-by-step details are in our How Ordering Works page.
What payment methods can I use?
Payments are processed by Midtrans, which accepts Visa and Mastercard debit/credit cards, GoPay, OVO, DANA, ShopeePay, QRIS, and bank transfer / virtual account from major Indonesian banks. The exact list of methods is shown inside the Midtrans payment window at checkout.
In what currency will I be charged?
All online orders are charged in Indonesian Rupiah (IDR). Some product cards display an EUR figure for reference only — that figure is used for in-person or international handoff orders and is not what the online checkout charges.
When is my card charged?
Your card is charged at the moment you complete checkout through Midtrans. We confirm the charge server-side via Midtrans before the order is marked as confirmed. If a payment is abandoned or fails, the reserved stock is released and no charge is captured.
Is my payment secure?
Yes. The whole site runs over HTTPS / TLS. Card details are entered only inside the Midtrans payment window — Midtrans is a Bank Indonesia-licensed payment gateway and is PCI DSS compliant. SELAKA never sees, transmits, or stores your full card number or bank account number.
Will I receive an order confirmation?
Yes. As soon as Midtrans confirms a successful payment we send an order confirmation containing the order number, item details, price in IDR, and delivery address to the WhatsApp number and email you provided at checkout — normally within one hour of successful payment. If you have not received a confirmation within 24 hours, please email [email protected].
Should I keep my payment receipt?
Yes. Please keep the Midtrans payment receipt, the SELAKA order confirmation message, and your bank or card statement entry until your order has been delivered and you have confirmed it is correct. These documents are required for any refund, replacement, or dispute resolution under our Refund Policy.
Delivery
Where do you deliver?
Online orders ship across Bali only. Delivery is included in the product price — there is no separate delivery fee at checkout. For destinations outside Bali, we handle enquiries case by case; message us on WhatsApp with the piece and destination country and we will come back with a quote.
How long does delivery take?
Because each piece is handmade, dispatch usually takes one to three business days after a confirmed order. Larger or made-to-finish pieces may take longer, and we will let you know if so.
Which courier do you use?
Inside Bali we dispatch via GoSend or GrabExpress, depending on area and timing. We coordinate the exact handoff with you on WhatsApp after the order is confirmed, and share tracking details once your order is on its way.
What if my address is wrong or my parcel is lost?
Customers are responsible for providing an accurate shipping address. If an order is returned because of an address issue, we will contact you to arrange re-delivery and any additional courier costs may be charged. Lost or damaged parcels are handled under our Refund Policy.
Refunds and returns
How do I report a problem with my order?
Email [email protected] within 48 hours of delivery with your order number and clear photos or a short video of the issue.
When do refunds or replacements apply?
Items that arrive damaged, the wrong item sent, or items with a major production defect. Refunds do not apply to change of mind, minor handmade variations (color, polish, tiny dimensional differences), misuse, or normal wear. Full eligibility is described in our Refund Policy.
How are refunds issued?
Approved refunds are issued through the original payment method via Midtrans. Actual arrival time in your account depends on your bank or card issuer.
Product and care
Is the silver real?
Yes. Every Selaka piece is 925 sterling silver (92.5% silver), handmade in small batches in Celuk, Bali.
Why does my piece look slightly different from the photo?
Each piece is hand-made by a local artisan, so minor variations in color, finish, texture, and shape are part of the craft and are not considered defects.
How should I care for my piece?
Keep it dry where possible, store separately in a soft pouch, and avoid contact with perfume, lotions, chlorine, or strong cleaners. Care tips are summarised in the Silver Care section on the homepage; for anything specific, message us before applying polish or chemicals.
Contact and customer service
How do I contact customer service?
Email [email protected] or message us on WhatsApp at +62 877-9602-2708.
What are your working hours?
Monday to Saturday, 09.00–17.00 WITA (UTC+8). Outside these hours WhatsApp messages and emails are still received and we reply on the next working day.
Where is SELAKA based?
SELAKA BALI is based at Jl. Subak Uma Petulu Lebah, Kelurahan Petulu, Kecamatan Ubud, Kabupaten Gianyar, Provinsi Bali, Indonesia.