Registration

Q: Do I need to register as a member to be able to shop on Mapemall?

No. You can purchase anything on our website without registering as a member. But, by registering as a member of Mapemall, you will get the following benefits:

Faster checkout for your next purchase.

List and save numerous address on your account.

By subscribing to our newsletter, you will receive information about new products, promotions, special price and other offers.

Q: How do I register as a member on Mapemall?

Click on the 'Person' icon on the top right crooner of the website and click 'REGISTER' on "CREATE NEW ACCOUNT".

Fill out all columns and click "REGISTER".

Then you can continue shopping.

You will receive a confirmation email from Mapemall.

We will send out a verification code to the phone number you registered.
Q: How do I edit my account?

Click on the 'Person' icon on the top right corner of the website and click 'LOGIN' by filling in your email or mobile number and password.

Click on the 'Personal Details' to change or renew your personal data. Then, click 'Edit' on each information you wish to change.

Q: What if I forgot my password for Mapemall account?

Click on the 'Person' icon on the top right corner of the website.

Fill out your email address on the column.

Click on 'Forgot your Password'.

You will receive a link to reset your Mapemall password in your email.
Q: How do I edit my shipping address?

Click on the 'Person' icon on the top right corner of the website and click 'LOGIN' by  filling in your email or mobile phone and password.

Click on the 'ACCOUNT INFORMATION' and click 'Address Book'.

Click 'Use New Address'.

Order

Q: How do I shop on Mapemall?

It is easy to shop on our website, kindly follow these steps:

Select and click on the product you want to purchase.

Select the size and colour you like, then click on 'Add to Bag'.

To add more product, repeat step 1 & 2.

Click on 'Shopping Bag Icon' once you're done selecting your order.

Click on 'Continue Shopping' to shop more or click on 'CHECKOUT' to check out and proceed with payment.

Enter your valid email address (for Guest Checkout).

You can also Log In as a member of Mapemall before shopping.

Choose delivery method 'Home Delivery' or 'Click & Collect'.

Choose or fill the shipping address for the 'Home Delivery' method or choose a store for 'Click & Collect' method.

Review your order.

Select the following payment option:

  1. Bank Transfer/VA

  2. Credit Card

  3. Cash On Delivery (COD)

Click on 'Checkout' to continue.

If you buy multiple items, you may receive several order IDs in one checkout depending on the location of the product stock.
Q: What if the items I ordered and paid for were out of stock?

If you have already made a payment, we will refund your payment in the form of Store Credit (not applicable for Guest Checkout) or through any form of payment method selected from original order. For Credit Card payment method, credit card limit will be refunded. Funds transfer to account will be made for those who opt for Bank Transfer/VA payment method. For Cash on Delivery (COD) payment method, we will cancel the order.

If you use more than one payment method, then you will be fully refunded in a form of Store Credit.

It's important to note that payment that have been refunded in a form of Store Credit cannot be changed to other refund method.

Refund cannot be made in a form of cash.

Q: How can I view my order status?

Click "Order Track" on the website homepage.

Enter your order number & email address.

Please make sure the email address format is properly written and is case sensitive, no spaces on the front or back of the writing.

Product

Q: Are there any differences between the products sold on website and the ones at physical stores?

No, all products are the same.  Mapemall offers the same products as our physical stores.

Q: Are there any price differences between the products sold on website and the ones at physical stores?

Basically, all products have the same price whether they are sold on website or at physical store. However, certain promotions may be applied only on the website or at physical store. Therefore, this could lead to a price difference between products sold on website and at physical store.

Q: Why do prices on Mapemall change from time to time?

Prices change due to promotion. We always provide the best limited-time offers for certain products. We suggest you to become a Mapemall member and subscribe to our newsletter to get regular updates on promotion from us.

Q: How can I determine the right shoe and clothing size?

To determine the right size for your clothing, you will be assisted by our site's personal assistant, Milla:

Select and go to the product page you would like to purchase.

Click on Milla's avatar button on the right hand corner of the website page.

Fill out all questions by Milla.

Milla will recommend the right size of clothing tailored just for you.

To determine the right shoe size, follow the steps below:

Select and go to the product page you would like to purchase.

Click 'Size Guide' on the right hand side.

Click on the category you need and you will find the size guideline.

Payment

Q: How do I make payment via Bank Transfer?

Select Other Transaction > Transfer > To the Virtual Account.

Input virtual account number 123xxxxxxx (number that appears on payment page) and select Yes.

Check the data on screen. Make sure it's your receiver name on Mapemall and correct transaction total. If all are correct, select Yes.

Q: How do I make payment via Credit card?

Payment for credit card transactions are made through our secure payment link for VISA and Mastercard.

Enter card number, name of card holder, expiry date and CVV number, then send.

If your credit card has a 3D Security System feature, you will receive a verification code from the bank. Use the code to continue the transaction.

After all transaction stages are completed and successful, you will receive a confirmation email from Mapemall, and your order will soon be processed.

Q: Should I input my credit card number when I use credit card as a payment method? How do I know that my personal data will not be misused?

Yes, you must enter your card number to make payment by credit card. We guarantee the security of our system and the confidentiality of your personal data. We also work with internet payment service providers that have been equipped with 3D security systems to prevent data misuse. This technology ensures the full confidentiality and security of customer data.

Q: Can I make a payment via credit card installments?

Currently, Mapemall doesn't accept payments via credit card Installment yet.

Q: Can I use MAP Gift Vouchers to shop on Mapemall?

Currently, MAP Gift Vouchers cannot be used at Mapemall.

Q: Which products are not eligible with a Cash on Delivery (COD) payment method?

All underwear and sleepwear (including lingerie, bra, panties, stocking, leggings, thermal, shapewear for women and boxer or shorts for men.)

Sportswear (including swimwear, cycling pants, sports bra, gym clothing.)

Socks.

Food and beverage, including hampers.

Blankets and pillows.

All products that are included in the jewelry/accessories category (bracelet, earring, pendants, rings, necklaces, brooches).

Beauty products including cosmetics and perfumes.

Fitness equipment.

Sports accessories (hats and bicycle helmets).

Shipment

Q: What is "Home Delivery"?

Home Delivery is a delivery method where your order will be shipped via courier service.

Shipping fee will be calculated according to the JNE's rate, per kilogram, based on the location and the shipping service type.
Q: What is an Airway bill (AWB)?

Airway Bill (AWB) is a document containing an order number issued by a courier delivery service when your order is ready to ship and serves as proof of delivery.

Q: When will I receive the Airway bill?

Detail information of Airway bill (AWB) will be sent by email when your order is on delivery process through courier service.

Q: What does "Click & Collect" mean?

Click & Collect is a delivery method where you can collect your order directly in the store you selected. The limit for your product pick-up is within 7 (seven) days after order date.

Q: What is eligible payment method for Click & Collect?

All payment methods are valid except for Cash On Delivery (COD).

Q: What does Pick Up Code mean in the "Click & Collect" delivery method?

A Pick Up Code is used to identify the product you would like to pick up inside the store based on your online order.

Q: How do I get free shipment?

You will get free shipping based on applicable promotion terms & condition, may subject to change without prior notice.

Q: When can I expect my order to be delivered?

Express Delivery: 2-4 working days.

Standard Delivery: 3-10 working days. The shipping process will begin once you receive an Airway bill email from our system.
Q: How do I check the status of my delivery?

Click on 'ORDER TRACK'.

Enter Email & Order Number.

Click on 'TRACK ORDER'.

Q: What should I do if there is an error in delivery or damage in product during the shipment?

We suggest you to contact our Customer Service within 7 (seven) days after you received the order as mentioned on our return policy.

Our Customer Service will verify and check the order and product.

Please keep the product in good condition, place it back in the original packaging, then fill in the return form.

Please see our return product policy for more information.

Product Return

Q: Can I exchange or return orders I have purchased?

For now, product exchange are not allowed, but you can return the product with the applicable terms and conditions.

Q: When can I return the product?

Product return shall be made no later than 7 (seven) days after delivery date. Returned orders must be received at designated location no later than 7 (seven) days after the return date that is approved by Mapemall.

Q: What are the applicable terms & conditions for submission of return orders?

You may return the orders under the following conditions:

Submission of return of orders shall be made no later than 7 (seven) days after delivery date. Returned orders must be received at designated location no later than 7 (seven) days after the return date that is approved by Mapemall.

The item is not purchased at a 50% discount or more.

Returned orders have not been used and are still in original condition complete with price tags attached to the product. Without damage including stains, broken seams, missing buttons, loose threads, or other conditions that make the item deemed defective or damaged.

The box / brand packaging of the order must be in original condition, not damaged/dented, not affixed with any adhesive material and complete with other complementary items such as carton, clothes hanger, sticker, ribbon, strap, poly bag, plastic and other objects which constitute part of the whole product wrapping. We recommend covering the packaging of the order with a sturdy wrapper and add a 'FRAGILE' sticker when shipping.

Q: Which products cannot be returned?

All underwear and sleepwear (including lingerie, bra, panties, stocking, leggings, thermal, shapewear for women and boxer or shorts for men.)

Sportswear (including swimwear, cycling pants, sports bra, gym clothing.)

Socks.

Food and beverage, including hampers.

Blankets and pillows.

All products that are included in the jewelry/accessories category (bracelet, earring, pendants, rings, necklaces, brooches).

Beauty products including cosmetics and perfumes.

Fitness equipment.

Sports accessories (hats and bicycle helmets).

All items where the seal has been damaged or returned not with the original wrapping.

Q: How do I make an application for product return?

If you checkout as guest:

Please contact our Customer Service via email to hello@mapemall.com or phone 1500-627, to make the return request.

If you're Log In:

Go to your account.

Go to Order History, select the order you wish to return.

Click on 'Return' button, then cotinue to follow the return steps.

The 'Return' option is only available within 7 (seven) days after delivery date. Should you need further assistance, please contact our Customer Service via email to hello@mapemall.com or phone 1500-627. Our customer service will help to ensure your submission complies with the applicable terms and conditions. We cannot process the return request if the specified time has passed.
Q: What kind of method that eligible for product return?

You may return the orders under the following conditions:

Delivery by courier service.

Pick Up product by Mapemall's courier (only in JABODETABEK).

Return the product to the same store when you did transaction (only for 'Click & Collect' shipping method).

For more info about product return, please contact our customer service via email to hello@mapemall.com or phone 1500-627.
Q: What's the terms and conditions for returning items bought in bundled promo? (e.g: Buy 1 Get 1, Buy 2 Get 1 etc)

Products bought in any bundling promo must be returned as a whole, regardless of reason.

Q: Return of Swarovski Items.

The item can be returned maximum within 7 days after delivery date following the terms and condition applied.

All sale items cannot be returned.

Customer should pay attention to the handling of returned items properly so is not to be damaged while in the process of returning the item.

Mapemall will process the refund, as long as the item is still in good condition, not moldy, not in use, not damaged (no perfume, no body odor, no scratches, no cracks, no rust, no dirt, no stains, no oil, no damage) together with a complete Hang tag attached, Return Memo and Swarovski original packaging.

Mapemall will not refund or accept the return of earrings.

It is important to note that items purchased online cannot be returned in Swarovski's official offline stores.

Q: Limited warranty of Swarovski items.

Swarovski provides a one year warranty on jewelry and accessories items that is valid from date of receipt and not defective in materials and workmanship. Swarovski also offer a two-year guarantee, from the date of receipt for all products that are free from material damage and workmanship.

Swarovski will not repair, exchange or replace any goods which the company deems damaged by accident, misused, modified, show attempts of repair and negligence.

If one is not included in the terms and condition of the Swarovski warranty policy, the company may offer a service for repair costs. Please note that the defective part can only be repaired if:

  • The item is an original product of Swarovski with an official logo of the brand (geese).

  • Improvements/repair of the item is appropriate, and it should only be possible to return the item to its original state.

  • Spare parts are still available (this usually will not happen outside production).

  • If the customer wants to repair the item, please bring the item in its original packaging to Swarovski retail stores.

Q: Return of Swatch items.

Customer can return the item maximum within 7 days after delivery date following the terms and condition applied.

Mapemall  will process the refund, if the product is returned in the country in which it was delivered. The item should also be in good condition meaning that it has not been used, packaging is still in its originial state and complete with accessories, price tags, additional labels, Swatch warranty books, return forms and other items that come along with the item.

Please note that items purchased online cannot be returned in Swatch's official offline stores.

Battery, strap (plastic material, leather or metal) and other items that have been discounted (store discount, special promotion, discount, etc) are considered as 'FINAL SALE' products. Please note that final sale products cannot be returned.

If the customer wishes to file a claim for damage to the Swatch product, please bring the Swatch item to the official Swatch store along with the Swatch warranty.

Swatch will not repair, exchange or replace item that the company deems damaged due to accident (dents, bended, damaged crystal, etc), if the item is modified, shown any attempts of repair, negligence and misused.

Under the above conditions, Swatch can still offer product repair services with customer approval for charges.

Refund

Q: What kind of refund methods available at Mapemall?

We will refund your payment in the form of store credit (not applicable for Guest Checkout) or through any form of payment method selected from original order. For Credit Card payment method, credit card limit will be refunded. Funds transfer to account will be made for those who opt for Bank Transfer payment method or Cash on Delivery (COD).

If you use more than one payment method, then you will be fully refunded in a form of Store Credit. It's important to note that payment that have been refunded in a form of Store Credit cannot be changed to other refund method. Refund cannot be made in a form of cash.
Q: When will I received the refund?

Store Credit: Funds will be received within 2 business days.

Bank Transfer & Credit Card: Funds will be received within 7-14 business days.
Q: What is the refund term and condition if customer return the product or Mapemall cannot completed the order?

Refund will be adjusted with the latest payment transaction, not including e-voucher/coupon discount.

Q: What is the prepaid postage refund terms and conditions if customer return the product or Mapemall cannot completed the order?

Prepaid postage will be refund per kilogram, propotionally based on the transaction.

Q: Will I get delivery fee reimbursement for return product purposes?

No. We currently do not reimburse delivery fee for return product purposes.

Store Credit & e-Voucher

Q: What is a Store Credit?

Store Credit is one of the refund methods used for purchase on Mapemall. Store Credit's refund is not applicable for Guest Checkout.

It's important to note that payment that have been refunded in a form of Store Credit cannot be changed to other refund method.
Q: How can I use Store Credit?

Choose the product you would like to purchase, then click on 'BUY NOW'.

Tick the 'Use my Store Credit' box on the payment page.

Enter the store credit value.

Click on 'Use'.

Your total payment will automatically be deducted from your Store Credit value.

Q: Is there an expiry date for the store credit?

Yes. Store Credit has a validity period of 6 months.

Q: Can I use store credit with other payment method?

Yes. If your store credit value is insufficient, you can pay the remaining payment with one of the available payment methods.

Q: What currency is used for store credit?

The currency used for store credit is (IDR) Indonesian Rupiah.

Q: Can the funds on store credit be liquidized into bank or credit card transfers?

The store credit cannot be liquidized if you have agreed that the refund should be made in a form of a store credit.

Q: How do I use e-Voucher or Coupon?

Select the product you would like to purchase, then click on 'BUY NOW'.

Enter your e-Voucher code on the 'Coupon Code' column, then click on 'Use' on the 'Payment' page.

Your total payment will be deducted automatically by your e-Voucher value.

e-Voucher is only valid for one time purchase. You can only use 1 code per transaction. If the total purchase is less than the value of the e-Voucher, then the remaining value cannot be refunded or cashed. e-Voucher can be used along with other payment method.