Exchange Policy
At Untold, all sales are final. We do not offer refunds, but we do allow exchanges under the following terms:
If you wish to exchange an item, please send an email to hello@untold.co.id or text us via WhatsApp at +62-813-9877-8882 with your order number and reason for exchange.
• You will need to send your purchase back using your local post office or an instant courier/motorbike delivery.
• Please note that return shipping costs are not covered if you are exchanging for a different size or item.
• Once we have received and checked your item, you will receive store credit equal to the value of the returned item(s), excluding shipping costs.
• Store credit will be issued to your account and is only valid for 30 days upon receipt.
• Store credit can only be used for exchanges on our website www.untold.co.id.
• If the exchanged item is of lower value, the remaining balance will not be refunded or carried forward.
If you have received a damaged item, we will exchange it for the same item. If the same item is unavailable, you will receive store credit (including shipping costs) valid for 30 days on our website.
Terms & Conditions
• Item(s) must be returned within 72 hours of receipt.
• If the item was purchased as a gift for friends or family, please contact Customer Service to request an extended exchange period.
• All products must be returned in original packaging, with no signs of wear, use, or odour.
• The product tag must remain attached and intact.
• Sale items are not eligible for return or exchange.
• A full unboxing video is required to process a return or exchange claim. The video must show the package being opened and the product in one continuous shot, without edits or pauses.
• Exchange policy is subject to change at the discretion of management, depending on offers and promotions.
Important Notes
• You may only exchange once per transaction.
• Purchases made using store credit are not eligible for return or exchange.
For more information, please contact our Customer Service via WhatsApp at +62-813-9877-8882 or by email at hello@untold.co.id.