Shipping & returns

Last updated · 13.11.2026

Every order ships from Kabupaten Garut, West Java. We pack within 1–2 working days of your payment and email you the tracking number when it leaves. A pre-order ships within 14 days of payment.

Shipping options

• Courier

  Cost: Rate for your area and parcel weight, shown at checkout

  Delivery time: Shown at checkout

  For: Any order: JNE and J&T Express

• Cargo

  Cost: Per kg, shown at checkout

  Delivery time: Shown at checkout

  For: Heavy or large parcels: JNE Trucking

• Pick up at FRAG Garut

  Cost: Free

  Delivery time: Ready in 1 working day

  For: Addresses in Kab. Garut

Days are counted from the day we hand your parcel to the courier. Outside Java it can take 1–3 days longer. We ship within Indonesia only.

Pick-up: we send the location and pick-up time on WhatsApp when your order is ready. Show your order number when you collect it.

An order with a pre-order and ready items can ship together or separately; you choose at checkout. The details are in the Terms of service.

If a parcel comes back because the address or phone number entered at checkout was wrong, we contact you and you pay the shipping to send it again. If our label or the courier got it wrong, we pay.

Exchanges

• —Unopened bottles in their sealed box can be exchanged within 5 days of delivery, or of pick-up at FRAG Garut. Contact halo@frag.id or WhatsApp 0877-7556-4040 with your order number. You pay the shipping for this exchange.
• —Opened bottles can’t be exchanged.
• —Gift wrap can’t be exchanged.
• —Decants can’t be exchanged once poured.

Damaged or wrong parcel

• —Send us a photo of the parcel and the bottle within 48 hours of delivery. Reports after that are still handled, based on the evidence there is.
• —This covers a bottle that arrives broken, leaking, wrong, not as described, expired or not original, and a parcel that never arrives.
• —A video of you opening the parcel helps, but it isn’t required. Don’t send anything back before we reply.
• —Once we have enough evidence, we decide within 1 × 24 hours on working days.
• —You choose: the same product again, another product (you pay the difference or we refund it) or a refund. We pay the shipping both ways.

Cancelling an order

A paid order can’t be cancelled, except when a price was clearly wrong, an item is out of stock, we can’t get a pre-order’s stock or we’re late. The Terms of service explain each case.

Refunds

• —We process every refund within 7 days at the latest and never deduct payment provider fees. When a whole order is cancelled because of us, the shipping you paid comes back too.
• —Card, QRIS, ShopeePay and Akulaku payments go back the same way through Xendit, usually within 3–14 days depending on your bank or provider.
• —Virtual-account, OVO, AstraPay, Indomaret and Alfamart payments are paid back by bank transfer to an account in the name of the person who ordered. We ask for the account details by email and transfer within 7 days at the latest.
• —Pre-orders: if we can’t get the bottle, we refund you in full and add 5% of the amount in points.