Frequently Asked Questions

1. What is the status of my order?

We have you covered! We will email you as items in your order ship, or if there are updates on the status of your order. COVID-19 potential delivery delay our carriers are currently experiencing delays in delivery. We apologize for the inconvenience this may cause.


2. My discount code is not working, what do I do?

We are sorry you are having trouble checking out, please note that some discount codes require users to create an account on the site and be logged in upon check out to utilize the discount code.


3. Where are your products shipped from?

We ship from all of our products straight from our workshop in Bandung, Jawa Barat.


4. Can you ship internationally or process international credit cards?

Contact our Customer Care via LINE apps  or send us an email on cs@hitamlegam.com regarding international shipping and international payment.


5. How can I pay for my order?

hitam. currently only accepts payment via bank transfer through BCA 809 042 2932 a/n Dennis Armando Napitupulu.


6. How long will it take me to get my order?

For standard shipping, you should receive your order within 2-5 business days.


7. How can I check the status of my order?

We know you can’t wait to receive your order, which is why we will be sure to notify you when your order ships via email. 


8. Can I cancel or change my order?

We begin processing orders as soon as they are placed, for this reason we are unable to cancel or make changes to orders. Returns can be initiated through our Return & Exchange page.


9. Can I exchange my order?

We do not offer exchanges at this time. If you’d like to make an exchange, simply return the unused goods back to us using our Return & Exchange page and make a new purchase for the item or items you want through our site.


10. How do I return my order?

Returns are accepted for all items within 5 days of purchase.  If 5 days have gone by since your receipt of purchase, unfortunately, we cannot offer you a refund or exchange. Please visit our Return & Exchange page to initiate the returns process.


11. What do I do if my order is damaged?

We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our Customer Care team will be more than happy to assist with processing a replacement order or issuing a refund. You may contact our Customer Care team here.


12. I received the wrong goods, what do I do?

Although we strive for perfection, we are human and sometimes the wrong items are shipped from our studio. We are so sorry for any inconvenience this has caused and our customer service team is here to help make things right. Please contact our Customer Care team via LINE or our Contact Us page, so that they can work to get you your goods as soon as possible.


13. Where can I find product sizing information?

Product sizing varies between different styles. Product size information can be found below the product description of each product page as shown in the image below. Unless otherwise specified sizing is in centimeters and is taken with the item lying flat.

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