What are your shipping rates?

All orders have a shipping fee of IDR 50K, inclusive of custom duties and taxes. Shipping is complimentary for orders above IDR 500K!

Are duties and taxes inclusive?

All custom duties and taxes are inclusive on all orders. Not to worry, there will be no added costs when receiving your order!

What are your delivery options?

We provide door-to-door delivery service within Indonesia.

Shipping will take between 3 to 5 days, the Crew will process orders between Monday to Friday. The Crew will be out of the Studio on Public Holidays in Indonesia and will be back to packing parcels soon after!

Beyond The Vines is not liable for parcels that are lost in transit once transferred to our partner couriers, should you run into any issues with your parcels, please do reach out to customercare@beyondthevines.co.id.

*During restock, launches, sale and festive season, do take note that there may be a delay in deliveries as we sort through the high volume of orders and work to getting each order packed accurately for you.

When will my order ship —are there currently processing or shipping delays?

Here’s how it works: You order, we process, then we ship your parcel out to you.

Making your order is real easy! Delivery will take 3 to 5 working days. Our couriers will make a pick up when your order is ready! You’ll get a shipment notification email with tracking as soon as your package ships. It’s on the way!

Track your parcel here: https://www.jet.co.id/track

Am I able to pick up my online orders in stores?

All orders will be shipped to your residential address in Indonesia, we currently do not have self collect options available.

How can I edit my shipping address?

If your order is within the first few hours of being confirmed and you need to edit your shipping address, please email us.

If your order has been processed and packed, we are unable to make any changes to your order.

I'm having problems tracking my order!

In a few cases, the courier may take 1 to 2 working days to register your shipment status.

You can locate your tracking link for your order in the email notifying you that your parcel has been shipped.


Am I able to make a reservation on an item?

We aren't able to make reservations on all our items.

We do have a blue ""Hit Me Up When It's Back!"" tab on the product page, add your email there and you'll know when the item you're eyeing is back and available! Yay!

What comes with my online order?

Online orders will be packed with one sleeve per parcel to make sure your goodies are protected on their way to you!

If you plan on gifting, we’ve got ya! Request for a specific item to be gift wrapped or for us to include a gift wrap for you. These requests can be left in the notes section before check out!

For large orders above 20 items with an indication for gift wrap, we will add in 10 gift wraps for ya. Subject to availability!

I just made a purchase and accidentally ordered the wrong item or wrong size. What can I do about it?

Once your order is made, we are unable to make any edits on it. Do drop an email to Customer Care for a request to cancel your order, so that you may go ahead with making a new one with your correct items!

We understand that mistakes can be made! If you need to make changes to your address, please drop Customer Care an email with your order number and full address, we will do our best to catch it for ya!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

Do you provide gift wraps?

If you plan on gifting, we’ve got ya! Gift wraps are complimentary with every order. Request for a specific item to be gift wrapped or for us to include a gift wrap for you. These requests can be left in the notes section before check out or let the Crew at our stores know!

For large orders above 20 items with an indication for gift wrap, we will add in 10 gift wraps for ya. Subject to availability!

May I return or exchange a sale item?

All sale items purchased are not eligible for returns or exchanges. Kindly check through all items before purchasing.

Can I return or exchange purchases made with the first-time customer discount?

Purchases made with the first-time customer discount are not considered a sale item, and you may choose to exchange or return it for BTV Shopping Credits within 30 days from the date of purchase.

Please note that the first-time customer discount is a one-time use discount, and will only apply to the new item being exchanged for, if the price and style remain the same. The discount will not apply to exchanges to a different item, or any price change. If you do a return in BTV Shopping Credits, the discount will not be applicable during your next purchase. Any differences in amount will have to be topped up via our regular payment methods.

Oh no! I made a mistake on my order! How can I cancel an order?

If you’ve placed an order and decided to change or edit it, please email Customer Care as soon as possible. Remember to include your Order Number and cancel/change request, we will do our best to help!

Feel free to hit us up on one platform and shoot us an email with your query. Sending multiple tickets might shuffle your query to the end of our inbox queue. The Crew does their best to sift through messages from newest to oldest to make sure we catch everyone as soon as we can!

I am trying to access your website but there is a problem. Can you help?

We know that it can be frustrating when you can't view a website properly. If you are having trouble, you may try the following:

- Ensure your web browser is up-to-date.
- Access our website using a different web browser.
- Clear your cookies. This can be done through your internet options.
- If it still isn't working, don't hesitate to contact us!


What is our return policy?

We're committed to making good design accessible to all. If the items you ordered are not working exactly right for you, we've got you covered!

You get 30 days to take your purchases for a spin in front of your mirror, confidently knowing you can return any item (some exceptions apply) for any reason, provided it is in brand new condition with hang tags securely fastened. We will return the amount to you in BTV Shopping Credits that will be sent to your email, which you will be able to use at any other time, both online and at our stores. BTV shopping credits are valid for a year from the date of return. You may only return your items once (no multiple returns for the same item will be allowed).

Returns are not accepted on all sale items, face masks, drink-ware, stationery, and personalised products.

Please note that you will need an order number to do any returns or exchanges. Items without an order number will not be accepted. All shipments made back to us for returns, will be bourne by the customer.

So go ahead and shop with confidence!

Are there any return policy exceptions?

We do our best to provide an excellent return policy to ease your shopping experience, and here are some things below for you to take note of:

  1. If it's beyond 30 days from date of purchase, we're unable to do a return for you.
  2. Returns for items received as gifts must be accompanied with the respective receipt or order number. Please work with the gift-giver in this.
  3. We are unable to process returns on all sale items, socks, eye masks, face masks, drinkware, stationery, and personalised products.
  4. All purchase with purchases orders will have to be returned as an order.

How can I return my order?

We make returns as easy as possible. Ensure that your order is within 30 days from date of purchase, with all hang tags intact and the items unused for all returns!

Please head to our Returns page to complete your return.

  1. Go ahead with submitting a return request and look out for an email letting you know your return has been approved.
  2. Pack your return items securely and label the outside of your parcel with your BTV order number. Please ship your returns to the address indicated in your return request approval within 7 days.
  3. Wait for the Crew's email letting you know that your return has been received. Look out for your BTV Shopping Credits to arrive in your email inbox or for the item you have chosen to exchange, reach you in the mail.

Can I exchange my order?

If you change your mind after receiving your item, not to worry! Head to our Returns page to submit a return request and we will pop an email to you once we have reviewed it! All exchanges are processed in the same way as Returns.

Can you help with a product I bought from a third party marketplace?

We’re only able to guarantee the authenticity of products purchased on beyondthevines.co.id and at our retail locations. We’re also not able to process returns or exchanges or otherwise assist with orders not placed through beyondthevines.co.id or at our retail locations.

How do gift returns work?

If you were gifted one of our products but it isn't what you had in mind, you can return your items for BTV Shopping Credits that will be credited to your Vine Club account, be sure to let us know your Vine Club account email!

All you'd need would be the Gifter's name, order number and the products you’d like to return (the gifter won’t be notified of any changes) and head process a return on our website via the Returns page!

Do your Shopping Credits have an expiry date?

Our BTV Shopping Credits expire a year from the day your return is successfully processed. You'll have time to browse and make your decision!

How can I return an item that I purchased from outside of Indonesia?

All items purchases from outside of Indonesia will need to be returned or exchanged at the store that they were purchased from. If you have any more questions, please write in to us at Customer Care and we’ll be happy to assist!


How can I get more information about the product I want to buy?

We take pride in the design and functionality of our products, and we want them to work for you! Alongside each product is a short description of the style and fit, washcare instructions, and specific product measurements. For garments, we also have an overall size guide here for your reference.

If you have any further questions relating to the style, fit, material of specific products, do get in touch with Customer Care - we'll be happy to advise you.

I received my item with a defect on it! What should I do next?

If the item you received is defective or faulty, please write in to us at Customer Care and we’ll be happy to assist!

The item I want is out of stock. What do I do?

On the product page, click on the blue tab that says “Hit Me Up When It's Back!” for first dibs when they return!

We typically do not bring back Ready-To-Wear items that are sold out. If we do, you'll be in for a treat!

How do I stay up to date?

Hear about the latest drops and new recruits through our email newsletter. Or you can catch us on @beyondthevines!

How do I care for my BTV products?

Curious on how to care for your recent purchase? We've got you! Caring for your product the right way helps to maintain the quality and colour of it without compromising anything! You may refer to the 'Washcare' tab of the particular product, on our website, and you're all set!

The Vine Club

How do I join The Vine Club?

As long as you have an existing account or have registered your email address online or in-store, you're a part of us!

If you have an existing account on our main website, register again on our Indonesia website with the exact same email address used to be able to use points across countries!

You can also register here.

Do know that your BTV shopping account is the same as having The Vine Club account.

What are the perks of signing up for The Vine Club?

(1) Accumulate BTV Points as you spend

(2) Receive 100 BTV Points on your birthday

(3) Enjoy IDR 100K off your first order with Beyond The Vines with a minimum spend of IDR 1Mio. This is valid for use on our website! Upon successful registration, you will receive an email with a promo code that you may apply upon checkout.

Please note that first-time customer discount is not extended to exchanges or returns.

What are BTV Points? How do I find out how many BTV Points I have?

BTV Points are our rewards currency, which can be used to offset your purchases.

Your personal BTV Points will be reflected on The Vine Club page after logging in.

Will I earn points from spending my BTV Shopping Credits?

All BTV Shopping Credits will not be entitled to earn Vine Club points when spent. Points will only be awarded to original orders with no exchanges or returns processed.

How do I earn BTV Points? What can I use them for?

Every IDR 10K spent on beyondthevines.co.id will gift you 1 BTV Point (excluding shipping fees).

You can accumulate your BTV Points and exchange them for discounts on your order in the following denominations: IDR 50K, IDR 100K, IDR 200K, IDR 500K and IDR 1Mio.

All BTV Points earned here, can also be used in our stores in Singapore. Please know you'll need to have the same email address used for The Vine Club account for both international and Indonesia website to redeem BTV Point across stores.

Points are tied to an email address, to ensure earned rewards, status updates, and exclusive perks all go to one place, we recommend making all purchases from the same email.

I've redeemed my BTV points to make an order. Will I get it back when I return the item(s) in the order?

If you decide to return an item that you used Vine Club points on, your points will be credited back to your Vine Club account within 3-7 working days.

Just remember to follow our Return Policy guidelines. Keep those hangtags intact, drop off the return within 30 days of your purchase, and make sure the item has not been used. The Crew will be happy to assist!


What happens to my BTV Points earned on a purchase when I make a return?

When processing a return the amount spent will be returned to you in BTV Shopping Credits. Your BTV Points earned from the initial order will remain in your Vine Club account, as the usage of BTV Shopping Credits will not earn you BTV Points. If a top up is made for an item of more value, points for the balance amount paid will then be credited.

How do I utilise my BTV Points?

When looking into redeeming your BTV Points, simply add the item(s) you'd like into your cart. You may select the amount of points you'd like to redeem at the checkout page.

If you change your mind, go ahead and click the 'x' on the coupon code and your points will automatically be returned to you.

Can I stack the BTV discounts that I have redeemed from my BTV Points?

Unfortunately, the discounts cannot be stacked; only one discount can be applied at each transaction. Each discount has to be fully utilised in one single transaction; do kindly note that any balance in value is not refundable or exchangeable for cash.

Where can I view the BTV Points I have accumulated?

When you arrive at The Vine Club page, you will see the BTV points you have.

Do my BTV Points expire?

All points will expire 1 year past your latest purchase, if you'd need to check the expiry dates of your points, you'll be able to do so on The Vine Club page under Rewards History.

I've just made a purchase but didn't receive my BTV Points.

Your BTV Points should be rewarded immediately but in the event it takes a while, do be patient!

If you’ve not received your BTV Points within 24 hours of purchase, contact us at Customer Care, we'll be happy to help.

How do I get my Birthday Points?

Yay, Happy Birthday from the BTV Crew!

Your birthdate needs to be updated in The Vine Club at least 1 day before your birthdate for the points to be automatically credited!

Promotions and Payment

Where can I find your ongoing promotions/discounts?

You may find out more about our ongoing promotions here.

Please know that promotions and discount codes are not applicable on shipping fees.

Help! My discount code isn't working!

Double check if the code you received is designed for new customers, our welcome code is a IDR 100K off with a minimum spend of IDR 1Mio. Do look out for your welcome email in case it lands in your Spam folder!

Am I able to stack my discounts?

Only one discount code can be used at a time, please select the discount code you'd like to use and apply it on your order.

Should you change your mind and like to return your points, just cancel your selection and the points will be returned to The Vine Club account shortly!

What are the payment methods available?

We accept payments for the following!
TazaPay (Visa, Mastercard), Xendit.

Bank Transfers are also accepted from these banks: BJB, BNI, BRI, Mandiri, PermataBank, BSI, CIMBNiaga.

As well as E-Wallet and QR Payments from OVO, LinkAja, ShopeePay.

Lastly, PayLater merchants, Akulaku, Kredivo are also acceptable for payment on our online store!

What can I do if my payment is declined?

Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

Feel free to reach out to our Customer Care team here if you're still having payment issue(s).