Customer Care FAQs


What is store credit?

Store credit is equivalent to a value returned/refund to your web account due to order cancellation. It can be used to buy other goods from our website.


How do I get my store credit?

If your web order is fully cancelled due to product does not pass the quality control or cannot be fulfilled by any of our store or warehouse, 'store credit' will be added to your account. The store credit amount will have the same value as what you have paid. Store credit is valid for 6 months and can be used for your online purchase.


How long does it take for store credit to be added to my account?

Store credit will be added to your account within 24 hours after your web order is confirmed as fully cancelled.


How to check my store credit balance / store credit history?

You can check your store credit balance and history by going to my account -> store credit, or click here


How do I redeem my store credit?

  • Before using your store credit, please make sure to login using your registered email account
  • Start browsing the product(s) in our website and add to basket
  • Proceed to check out page
  • At the payment option page, you may choose "store credit" as one of your payment method
  • You may/may not utilize all your store credit in 1 (one) transaction
  • Please make sure your store credit balance is greater or same as the products’ value in your basket
  • If your store credit does not have enough balance to pay for the whole basket, you may choose another payment method to pay the remaining balance

Does store credit have validation date?

Yes. store credit is only valid for 6 months after it's added to your account.


I cannot use my store credit, what should I do?

  • Please make sure that your store credit is still valid
  • If your store credit does not have enough balance to pay for the whole basket, please choose another payment method to pay the remaining balance
  • If you still have question about your store credit, please email to support@kanmogroup.com for further assistance

What delivery options do you offer?

You can select any of these delivery method most convenient to you:

1. Deliver to address:

Your paid orders will be processed and shipped within 2-3 working days for Jabodetabek area and 3-7 working days for outside of Jabodetabek areas. (No deliveries will be made on Saturday, Sunday or Public Holidays). The shipping cost for this service will be shown after you fill in the delivery address during check out.

2. Pick up in store:

This service allows you to pick up your orders from any of our retail store for free (no charges apply).

Click here for further information about our delivery services.


Can I track my order online?

We're sorry that we are unable to provide airway bill information at the moment. However, you'll receive an email confirmation if your order has been dispatched from our warehouse. You can also check your order history here


Which delivery courier do you use?

All packages will be shipped by JNE, SAP Express, Raja Kirim, and our in-house delivery team.


What are the working days for Delivery Services?

Working days are subject to Monday to Friday. No deliveries will be made on Saturday, Sunday and Public Holidays.


How do I know if my online order has been successful?

After placing an order, you will shortly receive an email confirmation about your order detail and invoice. If you did not receive the email confirmation in your inbox, please check your spam or junk folder. If there is any issue with your order, you will be contacted by our customer service center via phone call or email.


I've placed an order online and it looked as though it was processed, yet I haven't received a confirmation email. Why?

Please be informed that you will receive an email confirmation if the product(s) you ordered are dispatched from our warehouse. If you did not receive the email confirmation in your inbox, please check your spam or junk folder. If there is any issue with your order, you will be contacted by our customer service center via phone call or email.


How to change my delivery address?

After you log in, you can go to 'my account' and go to 'address book' to edit, add or remove your saved addresses.

However, please be informed that we cannot change your delivery address after you placed an order. Please make sure to fill in the correct delivery address before checking out your shopping basket.


What if I'm not at home when my order arrives?

If no one is available to receive the package when the courier arrives, the delivery courier will attempt to leave your order with a neighbour or contact you to re-arrange the delivery at your convenient time.

Please note that all of our deliveries must be signed.


I have only received part of my order, when will the rest be delivered?

In some cases, your order might be fulfilled from different location (from warehouse or different stores). If this case happens, you will receive your order in split deliveries. If you do not receive all items you ordered, please wait for 2 (two) more working days as the rest of your ordered items might be in transit.

Please contact us via email to support@kanmogroup.com if you do not receive your orders after the mentioned time escalation.


How can I return an item that I have purchased?

If you are not satisfied with product(s) that you have ordered or the product(s) was received damaged, you can return the products within 14 days after product(s) received.

Please refer to our Returns and Exchange information page for the policy and how to return or exchange your order. Click here

What is ‘Pick up In Store?’

This service allows you to pick up your orders from any of our retail store for free (no charges apply). Click here to see the store locator


How to choose 'pick up in store' as my delivery method?

As you check out, you can choose between having your orders delivered to address or you can pick up in our retail store. The store options are subject to the availability of the item(s) you ordered. If any store is not listed in the options, the item(s) you ordered might not be available at that particular store at the moment.


How do I know if the product I want to order is available in store?

You can check the store availability in the product detail page. You can also find the available stores upon check out. The store options are subject to the availability of the item(s) you ordered. If any store is not listed in the shipping method options, the item(s) you ordered might not be available at that particular store at the moment.


How soon can I pick up my order in store?

Your orders will be ready to be picked up within 2 working days after you complete the payment. You will also be informed by email if your order is ready to be picked up. If there is any issue with your order, you will be contacted by our customer service center via phone call or email.


What do I need to bring when I pick up my order in store?

When you pick up your order, you will be asked for your web order reference number. Please bring a printout of your invoice as proof of purchase, or show our store staff an email confirmation that your order is ready to be picked up.


What happens if I don't pick up my order?

If you are unable to collect your order for any reason, please let us know by confirming via email to support@kanmogroup.com, or you can give a direct call to the store you selected.

Click here for store opening times, addresses and telephone numbers.

How to create/register an account at katespade.co.id?

To register an account, you will be asked to fill in your personal information including your name, email address, phone number, delivery address, and more. Please make sure that the information you put is correct.

Click here to register


How to activate my membership online?

If you have already registered in our retail store, you can activate your membership online by clicking on the sign in button (or click here).

Click on "Create Account" and validate your Privilege Club account by filling in your card barcode and CVV.


I already activated my member but it was not successful. What should I do next?

Please contact our Customer Service at 021-29181155 or support@kanmogroup.com to get assistance in activating your membership online.


I can't log on to my account, what should I do?

Please make sure that you have entered your registered email address or mobile phone and the correct password. If you need further assistance, please contact our Customer Service at 021-29181155 or support@kanmogroup.com.


Can I change my payment information?

Once an order has been placed, you are unable to change your payment method. Please note that we do not store any of your payment information or payment card detail in our system.


How to update my personal information?

To update or change your personal information, please log in first and go to 'my account'.


How to change my delivery address?

After you log in, you can go to 'my account' and go to 'address book' to edit, add or remove your saved addresses.

However, please be informed that we cannot change your delivery address after you place an order. Please make sure that you enter the correct delivery address before checking out your shopping basket.


I have forgotten my password. What should I do?

If this case happens, please reset your password by clicking on "forgot your password?" button as you sign in. We'll send you the instructions and link to reset your password by email. If you don't receive the email, please check your spam or junk folder. If you need further assistance, you may contact our Customer Service at 021-29181155 or support@kanmogroup.com.

I could not access katespade.co.id

Please make sure that your connection is stable, and use chrome browser while accessing katespade.co.id through mobile or desktop (android / ios) for maximum compatibility. If you still find any difficulty, try to clear your browser cache & cookies before accessing our website.


How to shop at katespade.co.id?

Click here to find out how to shop online


I can't checkout my order. What should I do next?

Please make sure that the product(s) you ordered is still available, and fill in the required information including your address, shipping, as well as payment method upon check out.


I have placed an order but didn't get any email of order confirmation from katespade.co.id

After placing an order, you will shortly receive an email confirmation about your order detail and invoice. However, if you did not receive the email confirmation in your inbox, please check your spam or junk folder. If there is any issue with your order, you will be contacted by our customer service center via phone call or email.

My web order is fully cancelled, how do I get the refund?

If your web order is fully cancelled due to product does not pass the quality control or cannot be fulfilled by any of our store or warehouse, refund will be made right after your order is cancelled by adding 'store credit' to your account. The store credit amount will have the same value as what you have paid. Store credit is valid for 6 months and can be used for your next online purchase.


What if my web order is cancelled partially?

If your web order is cancelled partially due to product does not pass the quality control or cannot be fulfilled by any of our store or warehouse, the amount of the refund will be transferred to your store credit account.

What is a wish list?

Wish List is a place where you can save your favourite item(s) from our website and check out the item(s) anytime you want.


How do I add an item to my Wish List?

Before adding any item to wish list, you need to log in to your account or register an account at our website. After logging in, you can simply browse through our wide selection of products online. If you find item(s) you like, click on the product and you will be directed to the product detail page where you can read description and specification of the product. After checking on the information, click on "add to wish list" and the item(s) will be added automatically to your Wish List.


How do I check the items on my Wish List?

Please log in to your account and go to "Wish List" or simply click here. All products that you have added to your Wish List are listed in that section and you can check out the product(s) anytime you want.


How do I update my Wish List?

You can update your Wish List by clicking on the Wish List button or go to here. In your Wish List, you are able to remove item(s) from your Wish List, update quantity of an item, add item(s) on your Wish List to your shopping basket.


How to share a Wish List?

We are sorry that this feature is not available in our website.


Where are Wish List purchases sent?

All purchases will be delivered to the address selected as you check out. Please make sure to fill in the correct delivery address before checking out your shopping basket.