Help Center
Common questions frequently asked by buyers. Can't find the answer? Please contact us.
📦 Orders & Shopping
How do I shop at Rumah Flava?
- Choose the product you want and click Add to Cart
- Open the cart and click Checkout
- Select or add a shipping address
- Choose a courier & payment method
- Click Order Now & complete the payment
Do I need an account to shop?
Yes, an account is required so your orders can be tracked, you earn points, and your history is saved. Registration is free and only takes 30 seconds.
How do I check my order status?
Log in → the Orders menu → click an order to see details. Or open the tracking link sent by email after the package is shipped.
💳 Payment
Which payment methods are available?
- Midtrans (automatic): Bank Transfer (BCA/BNI/BRI/Mandiri Virtual Account), GoPay, OVO, QRIS, Credit Card
- COD (Cash on Delivery) — pay in cash when the package arrives
I've paid, but the status still says "awaiting payment"?
- Wait 5-10 minutes; the system updates automatically
- If it still hasn't, refresh the order page
- Or click Check Payment Status on the order page
- Still having trouble? Contact CS with a screenshot of the payment proof
Can I pay offline / by manual transfer?
Right now we focus on automatic payments (Midtrans) and COD for easy tracking. Manual transfer is temporarily disabled.
🚚 Shipping
How long does delivery take?
The estimate depends on the courier & destination. See the details on the Shipping Info page.
Can I choose my own courier?
Yes, at checkout you can choose from a dozen courier options with different prices & estimates.
What if my address is wrong?
If the order hasn't been processed yet, contact CS via WhatsApp to request an address change. If it has already shipped, delivery will still go to the old address — re-direct costs are borne by the buyer.
The package is taking too long to arrive, what should I do?
First check the tracking link. If it's more than 2x the estimate, contact CS with your order number. We'll help trace it with the courier.
🔄 Returns & Refunds
How do I return an item?
See the full guide in the Return Policy. In short: submit within 7 days after the package arrives and attach photo evidence.
How long does a refund take to clear?
Once the return is approved, the refund is processed within 3-7 business days to the original payment method (credit cards take longer, up to 14 business days).
🎁 Points & Voucher Program
How do I earn points?
Every purchase automatically earns points (1 point per Rp 10,000 spent). Points are added after the order is delivered.
How do I use points?
At checkout there's a Use Points option — enter the number of points you want to use. 1 point = Rp 1 discount.
How do I use a voucher?
At checkout, enter the voucher code in the provided field. Some vouchers also apply automatically (e.g. free-shipping vouchers).
👤 Account
Forgot your password?
Click Forgot Password on the login page. Enter your email and we'll send a reset link to your inbox.
How do I change my email/account details?
Log in → the Profile menu → edit the details → save. To change your email, contact CS.
My account was suspended, why?
An account can be suspended if there's an indication of a violation (for example, many fake orders). Contact CS for clarification.
🤝 Reseller & Affiliate
What's the difference between Reseller and Affiliate?
- Reseller: gets a price discount per product based on tier (Bronze/Silver/Gold/VIP). Ideal if you want to resell with a margin.
- Affiliate: gets a commission from every purchase through your link. Ideal for content creators / bloggers.
How do I register as a Reseller?
Open the Register as Reseller page → fill in the form → wait for admin approval.
How do I register as an Affiliate?
Open the Affiliate page → click register → instantly get a unique link & code.