Frequently Asked Questions

MANAGING ACCOUNT
 
  • How do I sign up to kawanlama.com?
    Account will be created automatically the first time Customers place an order. Customers shall use the same e-mail address and password the next time they want to order. 

  • How do I change my password?
    -       Sign in at the top, right-hand side of web page
    -       Click on My Account
    -       Select Account Information under Account
    -       Complete information required (first name, last name, e-mail) and thick Change Password
    -       Provide your current and new password, and click Save to save your changes

  • How do I reset my password?
    -       Sign in at the top, right-hand side of web page
    -       Click on My Account
    -       Click Change Password under Account Information
    -       Type Old Password
    -       Type New Password
    -       Confirm New Password
    -       Click Save to save your changes

  • How do I update my address information?
    -       Sign in at the top, right-hand side of web page
    -       Click on My Account
    -       Select Address Information under Account
    -       Click “Ubah alamat penagihan” or “Ubah alamat pengiriman”
    -       Change your address information and click Save to save your changes.
ORDERING
 
  • How do I place order on kawanlama.com?
    How to buy - b2c How to buy - b2b

  • How do I pay?
    We provide several payment methods for your conveniences:
PRODUCT INFORMATION
 
  • How do I find products?
    -       Search by category
    Click “Categories” at the top of our home page and select specific product category.  You may narrow down your search by clicking on each sub categories.
    -       Search by brand
    Click “Brand” at the top of our home page and select brand from the menu.
    -       Search by keyword
    Enter keyword, product name, manufacturer, model, article code, into the searching box.   You also can limit the searching result by select a product category. 
    -       Advanced Search
    Further narrow down your search result by selecting multiple attributes provided.

  • How do I get information about new products and special offers?
    Click here to register your email and we will inform you with our latest products and services. You can unsubscribe from this service at any time.

  • Who do I contact for specific product questions?
    You can contact our [PIC assigned] on [phone number] or email to [email address] for information about product specification.

  • How do I get Kawan Lama After Sales Service?
    Contact our Customer Support at 021 5829050 or e-mail cs_ecommerce@kawanlama.com and our Customer Support will advise you the nearest Kawan Lama Service Center from your location.
SHIPPING & DELIVERY
 
  • When will I receive my order?
    -       In Stock:  Orders will be shipped in 3 business days.
    -       Out of Stock: Orders will be shipped according to date of availability to promise

  • How do I get my tracking number?
    Your tracking number will be provided in the shipping confirmation email after the product dispatched from our warehouse.  You also simply can see it in My Order.
RETURNS & REFUNDS
 
  • How do I return products?
    If you have purchased on kawanlama.com and receive defective products:
    -      Contact our Customer Support at 021 5829050 or e-mail cs_ecommerce@kawanlama.com within 2 days after date of receipt.
    -      Provide details of order (order transaction number), the defective product and its defects.
    -      Return the defective product to [address] within 7 days from the date of return confirmation.
    -      We will notify you within reasonable time period for the replacement.

  • What if the product replacement is not available in stock?
    Our Customer Support will inform the availability date of the product, or we will refund your purchase price and a credit will automatically be applied to your original method of payment.
GENERAL INFORMATION
 
  • How do I make a complaint or give feedback?
    We value your opinion and are willing to hear what you think about the quality of our services.  We certainly will use your feedback to improve our services.  Call our Customer Support direct line on +62 21 5829050 or email to cs_ecommerce@kawanlama.com.  Our Customer Support will aim to resolve your concerns in 3 business days.

  • How do I download Kawan Lama catalog?
    We provide E-book for you to download our company profile, product catalog and brochures in the [website section].
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