FAQ
Order
Where is my order confirmation?
Once your order is placed, an email is sent to you to confirm the order. Please be sure to also check your junk folder. If it is still lost, you can contact us and we will try to find it for you.
Can I change or cancel my order after placing it?
We understand that things happen! If you need to make changes or cancel an order, reach out to us at contact@mutiaraheritage.com as soon as possible. Orders can only be updated before they are processed.
What do I do if I receive the wrong item or a defective product?
We’re so sorry for the mix-up! Please email us with your order number and photos of the item at contact@mutiaraheritage.com, a member of our team will help you further.
What can I do if my order is going to the wrong address?
Please double-check your shipping address before completing your order to avoid any mishaps. Once an order is placed, we have a short window to make corrections. If you realize there’s an error, contact our Customer Service team immediately at contact@mutiaraheritage.com with your order details and the correct address.
If your order has already shipped, unfortunately, we won’t be able to change the delivery address. However, we’ll do our best to assist you with alternative solutions!
Shipping & Delivery
What are your shipping options?
We offer a range of shipping options to suit your needs. Select your preferred speed at checkout.
When will I receive my order?
Orders are processed within 1–2 business days. Delivery times depend on the shipping method you select at checkout.v
Do you ship internationally?
Currently, we do not offer international shipping, but we hope to expand soon!
What do I do if my order hasn’t arrived?
Don’t worry—we’re here to help! Email us at contact@mutiaraheritage.com with your order details, and we’ll assist you promptly.
Are your packaging materials recyclable?
Yes! At Mutiara Heritage, we prioritize sustainability. Our packaging is either recyclable or biodegradable, including our eco-friendly packing peanuts.
Payments
What payment methods do you accept?
We accept most major payment methods, including:
- Debit or Credit Cards: VISA, Mastercard, American Express, and Discover
- Digital Payments: PayPal, Amazon Payments, Apple Pay, and Shop
Experiencing issues with payment?
Oh no! Don’t worry. Try using an alternative payment method. If the issue persists, please contact us at contact@mutiaraheritage.com, and one of our team members will assist you promptly.
Can I use more than one promotional code on my order?
The majority of our discounts are single-use only. If you’re unsure or have questions, feel free to reach out to us for clarification.
Do you offer gift cards?
Yes, we do! Purchasing a Mutiara Heritage gift card is simple. Just add the gift card to your basket like any other product, complete the checkout process, and you’ll receive your order confirmation along with your gift card details within 24 hours.
To purchase a gift card, please click here.
If you haven’t received your gift card after this time, kindly contact our Customer Service team at contact@mutiaraheritage.com with your order details, and we’ll resend your gift card information right away.
Please note that gift cards are non-transferable and cannot be canceled or returned.
Thank you for choosing Mutiara Heritage for your gifting needs!
Returns & Exchanges
What is your return policy?
We want you to love your Mutiara Heritage pieces. All unused and unwashed items can be returned or exchanged within 30 days of purchase. Please contact us at contact@mutiaraheritage.com for return instructions and a return label. Exchanges are free but the shipping price will not be refunded for returned items.
All sale items are final sale and not eligible for returns.
Please refer to our Return Policy for full details.
How do I initiate a return?
To start a return, simply visit our Return Policy for step-by-step instructions.
Where is my refund?
Once your return is received, we will send you an email to notify you that we have received your returned item and processed your refund.
A credit will automatically be applied to your credit card or original method of payment. Please be patient. It may take time before your bank posts your refund.
I forgot to include my returns note in my return. What should I do?
No problem! Just email our team at contact@mutiaraheritage.com with your name and order number. This way, we can track your return when it arrives at our warehouse and process it without delay.
Our Brand
Where are you located?
We’re an online boutique, but we love connecting with our community in person! Follow us for updates on our pop-up events and exhibitions.
How can I stay updated on new collections and events?
Join our email list to get first access to new arrivals, special promotions, and upcoming pop-up locations.
How are Mutiara Heritage pieces made?
Every piece is handcrafted by myself, my family, or our talented local artisans using time-honored Indonesian techniques. We source our materials from across the Indonesian archipelago, from Bali to Java, ensuring each item tells its own story.
Where can I find more details about sizing?
Our Size Guide is here to help! If you have further questions, don’t hesitate to email us—we’d love to assist you.
Need more help?
Can’t find what you’re looking for? Our team is here for you. Reach out to us at contact@mutiaraheritage.com, and we’ll get back to you within 24–48 hours.