Help
How can we help?
Everything about orders, shipping, returns and care, in one place.
5 answers
Orders
Can I change or cancel my order?
Once your order is confirmed we can't cancel or change it, so please check your size, address and contact details before you pay. Spotted a mistake straight away? Message us on chat and we'll check if it hasn't been packed yet.
Where is my order?
When your order leaves our warehouse in Bali, we email you the tracking number. Use it to follow your parcel. You can also see your orders in your account.
It says delivered, but I can't find it.
Ask the courier for proof of delivery, and check with neighbours or anyone you live with. Still missing? Email us at hello@wearrame.com and we'll help you chase it. Once the courier has proof of delivery, we can't replace the parcel ourselves, so we recommend signing for it.
What currency will I pay in?
Prices show and are charged in your local currency, based on the country you pick. Make sure it's set to the country you're shipping to.
How do I change the country or language?
Use the country and language menu at the bottom of every page.
How much is shipping?
Shipping is free across Indonesia. Abroad, it's free over a set amount for your country, for example $229 to the USA or S$120 to Singapore. Below that, checkout shows the price for your order. Find your country on our Shipping page.
How long will it take?
Indonesia: 3–5 days (Bali 2–3 days, or same day by Gojek or Grab). DHL Express: 2–3 days. Other services take 3–20 days depending on the country. Your country's times are on our Shipping page.
When will my order ship?
Order by 2pm (Bali time) and orders in Indonesia ship the same day. International orders by DHL ship the same day when you order by 12pm, Monday to Friday. Other couriers and countries can differ.
Where do you ship from?
From Bali, Indonesia, to customers all over the world.
Will I pay import duties or taxes?
To the USA, the UAE and Australia, duties and taxes are included: we pay them. Hong Kong has no import tax. Our All-inclusive Standard shipping to Taiwan and Thailand includes them too. Everywhere else, they're set by your country's customs and aren't included in our prices.
Why do you ask for a local phone number?
It helps the courier reach you and keeps delivery smooth. For a US address, use a US number, and so on.
What if I'm not home?
The courier tries again the next day or contacts you to book a new time, depending on the country and delivery method. Sometimes you'll need to collect it from your local post office.
My order hasn't arrived. What now?
Check the tracking link in your shipping email first. Still can't find it? Email us at hello@wearrame.com and we'll help.
What if customs charges aren't paid?
If the courier sends a parcel back because customs charges weren't paid, we can't refund it.
Can I return or exchange my order?
Yes, within 14 working days of receiving it. Pieces must be unworn and unwashed, with tags on and in the original packaging. Fill in our return form, then let our team know, and we'll email you the next steps.
Do I get my money back?
Refunds are given as store credit, once we've received and checked your return.
Can I swap for another size, colour or piece?
Yes, for one of the same or higher value. If the new piece costs less, the difference comes back as store credit.
Are returns free?
No. You pay the return shipping, which is taken off your refund, and there's a $20 restocking fee per order. Exchanges have no extra charge, but you pay shipping both ways.
Can I return sale pieces?
No, sale pieces can't be returned. During a sale you can exchange them for a different size only.
What condition does my return need to be in?
Unworn, unwashed and in the original packaging with tags attached. No perfume, deodorant, body odour, washing powder, make-up, tan marks, glitter or pet hair. Pieces that don't meet this are sent back to you, and the fees are charged.
Which countries can return or exchange?
Indonesia, and the countries where we have a logistics partner (listed in our returns policy). Returns must go through that partner so they aren't taxed when they arrive; returns sent with other couriers can't be accepted. Ask us for your partner's address.
How long does a return take?
We confirm your return within 7 days (Indonesia) or 14 days (international) of it reaching our warehouse. Your credit or exchange follows within 14 days after that.
I received a faulty or wrong item.
Sorry about that. Fill in our claim form with an unboxing video and a photo of the issue, then let our team know. We'll tell you how to send it back.
Do you refund shipping costs?
No. The shipping you paid at checkout covers the courier's cost, so it can't be refunded.
How do I find my size?
Each product page has its size chart, and our size guide shows how to measure. Measurements are in cm. Not sure? Send us your measurements on chat and we'll suggest a size.
1 answer
Payment
How can I pay?
Visa, Mastercard and American Express, Apple Pay, Google Pay and Shop Pay, plus local options such as e-wallets. Checkout shows what's available in your country.
What is Secondlife?
Our lifetime care programme: free repairs for life on eligible Wear Rame pieces.
Which pieces can be repaired?
Any authentic Wear Rame piece in wearable condition. We may ask for proof of purchase, or photos or a video, to check.
What do you repair?
Everyday wear: loose stitches, broken zips, small fit adjustments (like tightening a strap) and pilling.
What isn't covered?
Large rips, holes or shredded fabric; stains, burns or bleach; fading from washing or sun; damage from pets or someone else's alterations; lost items.
Does it cost anything?
The repair is free. You pay shipping both ways.
How long does a repair take?
Usually 7–14 business days once we receive it, plus shipping back to you.
How often can I use it?
As often as you need. There's no limit.
How do I request a repair?
Fill in our repair form with photos or a video of the issue. We'll confirm it qualifies before you send it.
Will it look new again?
Repairs bring back how your piece works and wears, not always a brand-new look.
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Rewards
How do rewards work?
Create an account and you're in. You earn points when you shop online with us, and use them for money off later orders.
How many points do I earn?
1 point for every Rp 10,000 you spend (about US$0.70).
Where can I see my points?
Sign in to your account and open the rewards panel on the site.
Do my points expire?
Yes, points expire within a year.
Can I use points with other discounts?
Usually not. Points can't be combined with most other offers.
Can I use points in your stores?
Points are for online orders. Ask us about in-store offers.
Can I give my points to someone else?
No, points stay with your account.
Can I get a refund on a booking?
No, bookings can't be refunded because spots are limited. With at least 24 hours' notice you can reschedule, pass your spot on or take store credit instead.
Can I reschedule or transfer my booking?
Yes, with at least 24 hours' notice. Move your session, give your spot to someone else (single bookings), or turn it into store credit, which you can also use for shopping.
What if I can't make it at the last minute?
With less than 24 hours' notice, or if you don't come, we can't reschedule or give credit.
Are spots limited?
Yes, we keep classes small. Spots fill up fast.
How can I reach you?
Chat with us on the site or email hello@wearrame.com. Our team works 10am–6pm Bali time; replies can be slower at weekends.
Do you have stores?
Yes, three in Bali: Canggu (Berawa), Uluwatu (Bingin) and Pererenan. Addresses and opening hours are on our stores page.
How do I care for my pieces?
Our Fabric care page shows how to wash and dry each fabric.
Still need help?
Can't find your answer? Ask us.
Our team replies 10am–6pm Bali time. Weekends can be slower.