Shipping and Returns
Shipping Costs and Times
For certain items international shipping costs are included in the price of the item. These packages are sent with international couriers such as Pos Indonesia (which partners up with DHL) or DHL. The shipping price may fluctuate as it is dependent on global fuel prices.
For more information about shipping rates, press the button below.
Please note, any local customs or import duty taxes are the responsibility of the receiver/buyer. Please contact your local customs office to know your countries’ import fees regulation.
For more information about VAT and Import Tax, press the button below.
We provide tracking numbers at time of shipping, it is the responsibility of the customer to update your address for a custom order which has not been finished to ensure receipt of packages. If a package is not deliverable, we will not be held liable for the delays, return shipping costs, or abandoning of packages by the local postal company.
The Postal service courier will notify you if they can’t deliver to your location, then you would be able to pick your package up from your local post office. This usually does not happen, but if it does it is the responsibility of the customer to resolve this with the local postal company involved.
To track your order, press the button below.
Correct Shipping Address
Please ensure that your address on your order is your current address. If the address is incorrect we cannot help on that matter, return costs and duty charges are also very expensive. The package be abandoned or risked destroyed and we will not be held liable. Customers can contact their local postal company if the package needs to be rerouted to their current address.
It is very important to let us know via chat or email that you have updated your address.
Returns and Exchanges
Items can be returned if the customer is not entirely satisfied with their purchase. All returns or exchanges must be agreed and organized via chat or email before sending back. Returns or exchanges will not be accepted if they are requested after 30 days of the customer receiving the item. Products must not be damaged when returned or exchanged, please do reconfirm with us with a photo of the product we sent.
Return shipping for both returns or exchanges is the responsibility of the customer and will not be reimbursed (unless the error was ours). If the buyer does not confirm the shipment of the return within 14 days of the request, the return will NOT be refunded. Upon receipt of returned merchandise, a full refund will be rewarded subtracting our shipping cost and any credit card transaction fees (5%). If you are returning the item due to an error on our part you will be fully refunded.
For Exchanges we will ship the exchanged item to the customer at standard shipping rates. We will invoice you the shipping price after the original item has been returned.
If the item has any defect on it please chat or contact us at kystarshoes@gmail.com. We will resolve this matter with you.
Boots
Boots (not including custom made boots) can be returned for exchange only. The shipping is the responsibility of the customer. If the boots are defected or you receive the wrong size, we will arrange the exchange at no cost to you.
Tailor-Made Clothing or Boots
Kystar Shoes is dedicated to maintaining total customer satisfaction to the maximum possible standards. Should there be a deliberate error made on our part, we will do all the necessary adjustments and/or replacements and reship the order to the buyer, with no charge. If the buyer has inadvertently sent us the wrong measurements, we may be able to do adjustments but in some cases a full remake may be necessary. In either case additional fees, including return shipping and handling, is the buyer’s responsibility.
An order having been placed cannot be canceled. This is because once an order is placed, Kystar Shoes sources the appropriate leather which we place orders for these with suppliers. Under our terms with our suppliers, leathers once ordered cannot be canceled as the materials are cut as soon as ordered.
In cases of large orders, should it be mutually agreed to by the buyer and Kystar Shoes that an initial small shipment be sent to confirm measurements and fit, (to ensure that should minor adjustments be required, this be handled by Kystar Shoes before shipping the rest of the order); the balance of the order not shipped cannot be canceled. This is because Kystar Shoes would have proceeded with and completed the full order, holding only the major part for fit and comfort confirmation by the buyer before shipping it. In case of changes being required to an order after having been placed, this can only be confirmed at the discretion of our master tailors since confirmation of any changes will depend on the status of the order completion. It would be of course our duty to try and incorporate any changes to an order made after having been placed with us to the best of our abilities and circumstances allowing.
No tailor-made clothes purchased from Kystar Shoes may be returned and refunded for any reason. If an error occurred on the part of Kystar Shoes we will remake the item free of charge.
Leather Garments
Because of the nature of leather, alterations are often impossible without major work to the garment. Due to this fact, Kystar Shoes will not accept any returns due to customer error in the taking of measurements. However, we will be more than happy to assist in the taking of correct measurements before the garment is made to ensure a proper fit. In the case of an ill-fitting leather garment, often the best recourse is to sell the jacket and have a new one made based on corrections to the original set of measurements.
No Leather Garments purchased from Kystar Shoes may be returned and refunded for any reason. If an error occurred on the part of Kystar Shoes will remake the item free of charge.
Overstock and Factory Seconds
These items cannot be Returned or Exchanged. Please double check the measurements to ensure you fit them. If you have any questions please contact us.
Orders Made By Mistake
Please note that any orders made by mistake (whether a duplicate order, incorrectly purchased item or an item that does not ship to your country as indicated on our website) is the responsibility of the customer. These orders can be canceled for a refund before the order is processed. In this case, a refund will be issued, less any bank or transactional fees (5%). If it has been processed and packaged, but hasn’t left our shipping warehouse, it can be cancelled with a 10% fee. If it has left our shipping warehouse the order cannot be cancelled.
You can cancel a made to measure order shortly after it has been processed but there will be a 5% fee (processing and transaction fees). If the made to measure order is a customized item where we worked with you to design it, and you wish to cancel after that, there is a 20% cancellation fee. We cannot cancel orders once the order is in the production queue.
Please note: Refunds will be processed using the same credit card by which the original purchase was made.
Items Lost in Shipping
It is very rare for Items to be lost in shipping but if this does occur we will resend the item(s) for in stock orders or remake the item(s). There will be no extra cost unless the buyer was at fault in the delivery process. (for example: customer refused to pay custom charges, customer didn’t pick up the item from post office when we contacted you too, etc).
If you are looking for more information you can contact us through one of our preferred contact methods:
Email: kystarshoes@gmail.com or contact@kystarshoes.com
Phone: +62-812-9611-1262