Shipping policy

Thank you for supporting our small team and our sustainable process. Every product we create is made to order with care, especially for the embroidery process. We take the time needed to ensure everything is under our control.

Order Preparation:

As our team is small and focused on creating each product, please allow 3-4 business days for us to prepare your order. This time frame excludes weekends and public holidays.

Shipping Information:

All delivery estimates are calculated from the date the package is dispatched and scanned by our shipping partner. Processing times are separate from shipping transit times. Delivery delays caused by customs clearance, weather, or courier operations are beyond our control.

Tax and Duties:

  • Please note that we are not responsible for any taxes, duties, or customs fees that may be imposed by your country’s regulations on international shipments. These charges are the responsibility of the recipient.
  • The shipping cost you pay at checkout does not include any import taxes, duties, or customs fees. These costs are separate from the shipping charges and will be billed to you by the local customs authorities.
  • If the receiver refuses to pay taxes + duties or refuses the delivery for any other reason, the item(s) will be returned to our warehouse in Bali and the order will be refunded only once the item is returned back, excluding return shipping fee, original shipping fee, and a handling and restocking fee will be deducted from the amount of the order.
  • Please note that the duty and sales taxes are non-refundable through Sanje.

Tracking and Delivery: 

  • A tracking link directing you to the shipper’s portal will be sent to you via email once your order has shipped

Returns & Cancellation Order:

At this time, we are unable to accept returns or exchanges for orders shipped outside of Indonesia. Due to international shipping costs, customs duties, import taxes, and varying regulations across destination countries, the return process is often disproportionate to the value of the items.

We kindly encourage customers to review product descriptions, measurements, and size guides carefully before placing an order. 

If you receive an incorrect or defective item, please contact us within 7 days of delivery and we will be happy to assist.

Orders may be cancelled within 12 hours of purchase free of charge.

For cancellation requests made more than 12 hours after an order is placed, a cancellation fee of 30% of the order value will be applied. This fee covers payment processing charges, order preparation, inventory allocation, and administrative costs already incurred.

Once an order has been shipped, it can no longer be cancelled.