FAQ

FAQ

SIZING

I DON'T KNOW WHAT MY SIZE IS! OR I MIGHT BE IN BETWEEN. CAN YOU HELP?
Our adult swimwears are available in Small, Medium, and Large. Top and Bottom size mix is not available. For extra sizing help kindly email us at helloo@kerokoo.com / whatsapp +628111351137 / LINE : @kerokoo (use the '@' sign)


ARE ALL YOUR SWIMWEARS CREATED WITHIN THE SAME SIZE CHART?
We try our best to makesure all styles are created within our size chart standards. However, since every piece is made differently, certain models can vary a bit with sizing.

Kindly check every product's description for any additional sizing advices. 
For extra assistance, email us at helloo@kerokoo.com / whatsapp +628111351137 / LINE : @kerokoo (use the '@' sign)


CAN I EXCHANGE SIZES IF IT DOESN'T FIT WELL?
Yes. Size exchanges are accepted, however color or style exchanges are not. Please refer to our Returns & Exchanges page for help.


SHIPPING & DELIVERY

CAN I PURCHASE FROM OVERSEAS?
We do ship overseas and accept paypal (on request via email) & international credit card payments.
For International Webstore purchases, we currently only cater to the following countries with the following shipping rates per kilogram.
International Shipping Rates
For countries that are not listed above, kindly email us helloo@kerokoo.com for a shipping rate quote.


WHAT SHIPPING COMPANY DO YOU USE?
For Indonesian Deliveries, we use SICEPAT. 
Shipping rates can be checked on their site here
For International Deliveries, we use either EMS/DHL/trustworthy local freight-forwarding companies (depending on which has lower shipping rates so you can save $$$ too!)


CAN WE GOJEK/SELF PICK-UP FROM YOUR OFFICE?
Yes, you may. However, you MUST order via our customer service hotlines as website does not support gojek shipments. All gojek/couriers are to be ordered by the customer after payment confirmation.

Pick ups are to be done during office hours.

CAN I GET MY ORDER EARLIER THAN THE ESTIMATED DELIVERY TIME?
We try our best to deliver your goods quickly. Unfortunately, there are payment checks, quality control, and packing duties we have to do before we ship our your goodies.

Orders will be sent the next business day after payment confirmation.


HOW SOON CAN I GET MY ORDER?
Regular Shipment Orders should arrive 3-5 business days within payment confirmation. Express Shipments should arrive 1-2 business days.


HOW CAN I TRACK MY ORDER?
Sign in to your account and view your order history & status in account.


ARE YOUR PRODUCTS MANUFACTURED IN INDONESIA?
Yes, our products are self manufactured in Indonesia. We also support fair wages trade for our employees & craftmens.


THE ITEM I WANT IS SOLD OUT. IS IT AVAILABLE FOR PRE ORDERS?
We don't do pre-orders unless stated on the product page itself. You can drop your email on that 'sold out item' page or simply keep an eye on our Instagram or add us on LINE : @kerokoo (use the '@' sign) for back in stock news :)


CAN I ADD ITEMS AFTER I CHECKED OUT?
Sorry but you can't. 


DO YOU ACCEPT CREDIT CARD PAYMENT?
Yes we do! Shop Now, Beach First, Pay Later :)


WHY HAS MY ORDER BEEN CANCELLED?
Maximum payment confirmation for your order is 1x24 hours after the order has been placed. If payment has not been completed within the time limit, order will be canceled automatically.

WHAT DO I DO IF I RECEIVED A DEFECT PRODUCT?
Please read return and exchange policy. Or alternatively you can email us at helloo@kerokoo.com / whatsapp +628111351137 / LINE : @kerokoo (use the '@' sign)

Be prepared to provide your order number and email you used to purchase as this will help speed our customer service up.


CAN I EXCHANGE OR RETURN SALE ITEM(S)?
No you can't, sale items are non-changable and non-refundable. All sale items are final.


CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED/SENT?
Sorry but no. We can only ship to the address written online. 


WHAT DO I HAVE TO DO IF I HAVE COMPLETED MY PAYMENT BUT HAVEN'T RECEIVED THE PACKAGE AFTER OVER THE ESTIMATED DELIVERY TIME?
Kindly make sure to confirm your payment through our website after completing the payment. If you haven't confirm until the time limit, then your order will be cancelled. 
If you've already confirmed your payment but still haven't received your goods, email us at helloo@kerokoo.com / whatsapp +628111351137 / LINE : @kerokoo (use the '@' sign)


WHAT DO I HAVE TO DO IF I HAVE COMPLETED THE PAYMENT BUT FORGOT TO CONFIRM OVER THE TIME LIMIT?
Please contact us via email us at helloo@kerokoo.com / whatsapp +628111351137 / LINE : @kerokoo (use the '@' sign)


PRODUCTION & SOCIAL SUSTAINABILITY

ARE YOUR PRODUCTS MADE IN A SAFE ENVIRONMENT FOR YOUR WORKERS? IS THERE ANYTHING THAT KEROKOO DOES TO ENSURE LITTLE IMPACT ON THE ENVIRONMENT THROUGH MANUFACTURING PROCESS?
Our manufacturing facilities are designed to be comfortable & safe for our local craftsmen & tailors. They are paid fair wage all accordingly to the Indonesian Laws.

KEROKOO works with the Indonesian production industry. By doing so, we support the local industry & reduce any unnecessary fossil fuels emissions for long distance inter-country transport.

DO YOU ADOPT PLASTIC FREE PACKAGING WHEN POSSIBLE?
We use as little plastic as possible and we remove any unnecessary packaging materials when possible. However, as goods are needed to be sent in dry and prime conditions to our customers (we don't want you lovelies to be receiving soggy and dirty swimmers for your beach trips!), our sendbags is however still plastic. The bags are durable and can be reused to send other things in the mail. Simply peel off the glue closures (not cut) and repurpose the sendbags.

We are currently developing a recycling programme. Stay tuned for that!