Customer Care

Shipping that moves fast. Returns that stay clear.

This guide explains how orders leave our warehouse, what happens at customs, and when a return or exchange can be approved. If anything feels unclear, contact support before placing your order.

Last updated 30 July 2026

Order Processing

Orders are reviewed and packed Monday to Saturday. Most paid orders leave our warehouse within 1 to 2 business days, while launches, sale events, and preorder drops may require extra handling time.

You receive an order confirmation first, then a separate shipping email with tracking once the parcel is scanned by the courier.
Orders placed after 14:00 WIB, on Sundays, or on Indonesian public holidays start processing on the next business day.
If our team spots an address issue, size mismatch, or payment verification problem, shipment pauses until we hear back from you.

Shipping Coverage

Thique ships domestically across Indonesia and internationally to selected destinations in Asia Pacific, North America, Europe, and the Middle East. Final carrier options appear at checkout based on your address.

Indonesia: estimated 1 to 4 business days after dispatch depending on city and courier lane.
International express: usually 3 to 8 business days after dispatch, excluding customs inspections.
Remote area deliveries may take longer and can require additional documentation from the consignee.

Duties and Taxes

International checkout does not include import duties, destination taxes, or customs clearance charges. Your local customs authority determines any charges after the parcel arrives, and the destination carrier contacts the recipient using the phone number or email provided with the order. Payment may be required before delivery.

The recipient must provide any information requested for customs clearance and pay applicable charges directly through the destination carrier's official payment channel.
If the recipient does not respond, refuses the charges, or refuses the parcel, the shipment may be held, returned, or disposed of. Any customs, storage, clearance, return, or disposal costs, together with the original shipping charge, may be deducted before a refund is reviewed.

Returns and Exchanges

Because Thique products sit close to the body, returns are accepted only for unworn, unwashed, unaltered items in original packaging with tags and hygiene liners intact. Return requests must be submitted within 7 days of delivery.

Sale items, gift cards, opened underwear, and worn swimwear are final sale unless an item arrives damaged or the wrong product is shipped.
Approved size exchanges depend on remaining stock and require the original piece to pass inspection first.
Return shipping is paid by the customer unless the mistake came from us.

Frequently Asked

Can I change my address after placing an order?

Yes, if the parcel has not been handed to the courier. Contact support as soon as possible with your order number and the corrected address.

What if my package shows delivered but I cannot find it?

Check with household members, reception, building security, and the courier first. Then contact support within 48 hours so we can open a trace request.

Do you offer reverse pickup for returns?

Not by default. Most return approvals require customers to ship the parcel back using a tracked service unless our support team confirms another method.

When do refunds appear?

Once a return passes inspection, approved refunds are issued to the original payment method. Bank and card timelines vary, but most appear within 5 to 10 business days.

Policies may be updated for launches, limited collections, or country-specific carrier restrictions. The checkout page always shows the latest serviceability and shipping price before payment is completed.

Need help before ordering?

If you are unsure about timing, destination coverage, or whether an item qualifies for exchange, contact support before checkout so we can advise on the best option.

Contact Support View Size Guide