At Siwa Express, we are committed to delivering the highest quality visual products and services, maintaining the “Maestro” standard we have upheld since 2001. To ensure a professional and transparent experience for all our clients, please review our policy below.
1. Shipping Standards
- All orders are processed at our BTP Central Workshop in Makassar, Indonesia.
- We prioritize speed and precision through our One Day Service protocol for production.
- Estimated delivery times vary based on the selected service: Standard (5-8 days), Expedited (3-5 days), or Express (2-3 days).
2. Return Eligibility
- The return window is 7 days from the date the package is marked as “Delivered” by the courier.
- Returns are only accepted for manufacturing defects or significant damage incurred during transit.
- Items must be in their original condition, unused, and in their original packaging.
3. Mandatory Unboxing Video
- In accordance with professional trading standards, all claims must be accompanied by a clear, unedited unboxing video.
- The video must show the shipping label and the condition of the package before it is opened.
- Claims submitted without a valid unboxing video will unfortunately not be processed to ensure transparency for both the Workshop and the Customer.
4. Custom & Personalized Products
- Please note that personalized products, such as photo prints already mounted in frames, are non-returnable unless there is a production error on our part.
5. Return Shipping Costs
- The customer is responsible for the cost of shipping the item back to our workshop.
- If the defect or error is proven to be from our production team, we will handle the shipping costs for the replacement item.
6. Customer Service Contact
All return coordination must be conducted through our official WhatsApp Business channel. Our team will provide the return shipping address once your video evidence has been verified.