Help & Support
Frequently Asked Questions
Find answers to common questions about ordering, shipping, sizing, and more. If you cannot find what you are looking for, our team is always happy to help.
Shipping & Delivery
Do you ship internationally?
We currently ship across Indonesia with rates calculated at checkout. For international shipping enquiries, please contact us via WhatsApp and we will be happy to discuss delivery options and provide a quote for your location.
How much does shipping cost?
Shipping rates are calculated at checkout based on your delivery address, the weight of your order, and the shipping service available. We aim to offer competitive rates across Indonesia.
How long does delivery take?
Delivery times vary depending on your location within Indonesia. Most orders are dispatched within 1–3 business days. You will receive a confirmation email with tracking information once your order has been shipped.
Can I collect my order from the boutique?
Yes! If you are in Bali, you are welcome to collect your order from our Sanur boutique. Simply contact us via WhatsApp to arrange collection. Our address is Jalan Sudamala, Sanur, Bali.
Sizing & Fit
How do I choose the right size?
Each product page shows the available sizes. If you are unsure about sizing, we recommend contacting us via WhatsApp — our team is happy to help with sizing advice and measurements.
What if the size I need is not available?
If your preferred size is not listed, please reach out to us. Our Made-to-Order service allows us to create pieces in your preferred size and fit. We can work with you to find the perfect solution.
Do your sizes run true to standard sizing?
Our pieces are designed for a relaxed, comfortable fit. Some items come in One Size, while others offer standard size options. For the best fit guidance, please contact our team via WhatsApp.
Made to Order
What is the Made-to-Order service?
Our Made-to-Order service offers two options: you can choose an existing Envy design and have it made to your preferred size and fit, or you can bring your own design idea and work with our team to create something uniquely yours.
How do I start a Made-to-Order request?
Visit our Made-to-Order page and fill in the enquiry form, or contact us directly on WhatsApp. You can also visit our Sanur boutique for a private fitting and consultation.
Can I return or exchange a Made-to-Order item?
Made-to-order items are not eligible for return. As Made-to-Order pieces are individually created based on your personal specifications, they cannot be returned or exchanged. We strongly recommend discussing sizing and details with our team before placing your order.
Returns & Exchanges
What is your returns policy?
Returns must be requested within 3 days of receiving your order. We accept returns of unworn, unwashed items in their original condition with all tags attached. Made-to-order items are not eligible for return. To initiate a return, please contact us via WhatsApp or email with your order details.
How do I exchange an item for a different size?
Please contact us via WhatsApp to arrange an exchange. Exchanges are subject to availability. Our team will guide you through the process.
How long does a refund take?
Once we receive and inspect your returned item, we will process your refund to the original payment method. Please allow 5–10 business days for the refund to appear in your account.
Visiting the Boutique
Where is your boutique located?
Our boutique is located at Jalan Sudamala, Sanur, Bali. You can find us on Google Maps by searching "Envy Bali Boutique".
What are your opening hours?
We are open Monday to Friday 10am – 8pm, and Saturday to Sunday 9am – 8pm. We recommend contacting us via WhatsApp if you would like to arrange a private fitting or have a specific visit in mind.
Can I try on pieces in the boutique?
Absolutely! We invite you to visit, try the collection, feel the fabrics, and speak with our team about fit, styling, and Made-to-Order options. It is a relaxed, personal experience.
Payments & Checkout
What payment methods do you accept?
Payments are processed securely through Xendit. We accept a range of payment methods available through the Xendit platform.
Do I need to create an account to checkout?
No — guest checkout is available. You can complete your purchase without creating an account. If you do create an account, you can track your orders and save your details for future purchases.
Is my payment information secure?
Yes. All payments are processed securely through Xendit. We do not store your payment card details on our servers.
Still have a question?