1. Do I have to register as a member to shop on FitFlop.co.id?
You can shop easily without having to register. But if you register as a member of FitFlop.co.id, you will enjoy various benefits such as:
- Faster checkout for next order
- Saving more than 1 delivery address on your account
- Update your account information
- Track your order status
- View previous orders
- The option to subscribe to our newsletter, where you will get a large selection of new products, promotions, special prices, events and other interesting offers.

2. How to register as a member of FitFlop.co.id?
Please follow the steps below:
1. Click “Register” on the website’s right top corner
2. Fill in the detail and click "Create An Account"

You can start shopping and will receive a confirmation email from FitFlop.co.id.
Please click here for registration.

3. How to update my account?
Please follow the steps below:
1. Click “Sign In” on website’s right top corner, fill in your registered email and password, and click “Sign In”
2. Click “Account Information” menu to update your personal information, and click “Change” for information you wish to update then click ‘’Save’’

Please click here to update your account.

4. What if I forget my password?
Please follow the steps below:
1. Click “Login” on the website’s right top corner
2. Click “Forgot Your Password?”
3. Fill in your registered email address
4. Click “Reset My Password”
5. You will receive a password reset link on your registered email

Please click here to reset your password.

5. How to update delivery address?
Please follow the steps below:
1. Click “Sign In” on website’s right top corner, fill in your registered email and password and click “Sign In”
2. Click “Address Book” to update your personal information
3. Choose “Change Billing Address” for information you wish to update or “Add New Address” to save more than one delivery address.

Please click here to update your delivery address.

1. How to shop on FitFlop.co.id?
You can shop your favorite products easily, just follow these simple steps :
1. Select the product you wish to purchase
2. Select the size, and then choose “Add to Cart”
3. To add more products, repeat step 1 & 2
4. Once you finish, click “Shopping Bag Icon” on the right top corner of the website
5. Review the cart
6. Click “Buy Now” to finish shopping and make payment
7. Fill in your valid email address and the detail of delivery address if you checkout as a guest. You can also login to your registered account at FitFlop.co.id by clicking “Login”.
8. Complete your delivery address and delivery method.
9. Review your order and make sure that the products quantities and sizes are correct, and then choose “Next”
10. Choose one of the payment methods: below
• Virtual Account (Bank Mandiri, BCA, Permata, and BNI)
• Credit Card (VISA, JCB, and Mastercard)
• Atome (Instalment without Credit Card)
11. Click “Place Order” and finish your payment.
12. You will receive the order status notification on your email

Please click here to start shopping.

2. What are the shopping methods at FitFlop.co.id?
You can shop at FitFlop.co.id with the following methods:
- Through our official website at FitFlop.co.id
- At our retail stores

Please click here to view all our locations.

3. What if my paid order cannot be fulfilled?
If you have paid the order, we will process your refund via the original payment method of your order, such as credit card return, or funds transfer to your bank account for Virtual Account payment.

Note: The refund process takes 7 to 14 working days, depending on the refund payment method. We will process your refund as soon as we receive your account information details based on the payment method selected during your initial purchase.

4. Can I track my order?
Please follow the steps below:
1. Click "Track Order" on the bottom left section
2. Input your Order ID number
3. Make sure the Order ID is the same with the one sent to your email address
4. Click "Search"
5. Delivery status information will show according to the order ID number you have entered

Please click here to track your order.

1. Are the products sold on website different with those on offline store?
Most of our products are the same, however in certain collections some products may be available exclusively on either one of the channels.

2. Are there any price differences between online and offline store products?
All our prices are the same, however in certain periods we may have special promotions on our website or in stores which may be available exclusively on one of the channels.

3. Why do product prices at FitFlop.co.id change frequently?
Prices may change at any time due to promotions. The promotional price offered for a certain product is valid for a limited period. We recommend you to become a member of FitFlop.co.id and register for our newsletter to receive regular promotional information.

4. How to decide on shoes and clothing size?
Please follow these simple steps:
- Go to the product page you wish to order
- Click “Size Chart” section under the product name

5. What is the product insole size in CM?
You can see the insole size information in CM (centimetre) on the size chart provided in the product details.

6. What size do I choose for Indonesian size?
The size commonly used is in EU. You can also view and adjust the insole size in CM (centimetre) on the available size chart

7. Can I change the product size?
Size changes or any changes to order details cannot be done. Please make sure all your order details are correct before payment. Sizes and products shipped are according to your order.

8. Are the product sold authentic/original?
We make sure all products sold in our official store are original products.

9. Is the product available?
The products we have on our website are constantly being updated, therefore we cannot ensure product availability. Products are available if the size or product can be selected or added to the cart, if the product and size cannot be clicked, then the stock is not available.

10. When will FitFlop.co.id products be available?
We cannot confirm when and whether the product will be available. Please check our website regularly and sign up for our newsletter as we continue to update on the latest products and promotions.

11. Which countries are the products made in?
All products from the Asia Region are manufactured in China, Vietnam, India and Indonesia. The products will be sent in random order and based on product stock availability, therefore we cannot confirm which country-made product will be sent to you.

12. Can I get a shopping bag for my purchase?
We apologize, we do not provide shopping bags for online purchases.

1. Which payment methods are available?
The payment methods available are:
1. Virtual Account (Bank Mandiri, BCA, Permata, and BNI)
2. Credit Card (VISA, JCB, and Mastercard)
3. Atome (Instalment without Credit Card)

2. How to make a Virtual Account payment?
Select Payment Method > Virtual Account > Place Order

Note:
- If you wish to use your Voucher Code /Discount Code, please insert your code in the box on the cart page and click "Apply". If your Voucher Code is in accordance with our Terms and Conditions, the discount will be applied and it will deduct the payment amount.
- After you click "Place Order", you will be directed to another page with order and payment details information. Here you will get your Virtual Account number details for your payment purposes.
- Input Virtual Account number 123xxxxxxx (as shown on detail transaction page) and click "Yes".
- Check the data on screen, make sure the name shown is FitFlop.co.id and the total amount is correct. Continue by clicking "Yes".

Note: Make sure to make the payment within 1x24 hours to avoid automatic cancellation by our system.

After completing all steps successfully, you will receive a confirmation email from FitFlop.co.id, and your order will be processed.

3. Is there a time limit for payments using Virtual Account?
Yes, the payment time limit is 1x24 hours after you place an order.

Your order will be automatically cancelled by the system if no payment has been made
within the specified time limit.

4. How do I make a Credit Card payment?
Select Payment Method > Credit Card > Place Order

Note:
- If you wish to use your Voucher Code /Discount Code, please insert your code in the box on the cart page and click "Apply". If your Voucher Code is in accordance with our Terms and Conditions, the discount will be applied and it will deduct the payment amount.
- Payment for Credit Card transaction is made through our secure payment link for VISA, JCB, & MasterCard.
- Enter cardholder name, umber, expiry date, and CVV number and click "Continue"
-  If your card has a 3D Security System feature, you will receive an SMS verification code from the bank. Use it to continue the transaction.

After completing all steps successfully, you will receive a confirmation email from FitFlop.co.id, and your order will be processed.

5. How can I be sure that my personal data will not be misused?
Yes, you have to input your card number every time you make a payment using Credit Card. We guarantee the security of our systems and the confidentiality of your personal data. We also work with internet service providers that have been equipped with 3D security systems to prevent any fraudulent attempt. This technology ensures the full confidentiality and security of all customer data.

6. Can I make payments with Credit Card installments?
We apologize, currently FitFlop.co.id does not accept payments with Credit Card instalments. We will soon add this facility to provide you with additional shopping convenience and experience.

7. What is Atome?
Atome is a payment service app that facilitates you to shop in instalment without credit card.
Atome provides two payment plans:
- 3 months instalment
- 6 months instalment
You can use Atome to shop in both of FitFlop Indonesia online and offline stores.

8. Who can use Atome?
Atome is available as a payment option if you are Indonesian citizen, hold e-KTP and must be between 18 - 65 years old.

9. What products can be paid for using Atome?
Atome is available for all products in stores, online and on the app.

10. How to shop using Atome?
Online: You can do the transaction in our website and choose Atome as the payment method.
Offline: You can go to our store and and pay using Atome by scanning Atome QR code available at the store. You can also use Atome application to scan the QR code.

11. What is the minimum transaction using Atome?
The minimum transaction is Rp 100.000

12. What is the instalment mechanism for Atome?
You can split each transaction into 3 payments in 3 months or 6 payments in 6 months. Without Down Payment (DP) and without interest.
First instalment will be due 1 month after the transaction.
Second instalment will be due 2 months after the transaction.
Third instalment will be due 3 months after the transaction.
You need to pay membership fee each month when you have active instalment.
For more information on Atome, please click here

13. I'm having payment problems, what's the solution?
Please ensure that you have followed all the payment steps in accordance with the payment method and all the payment data you have entered is correct. If you are still having problems, please contact us and attach a photo proof of the payment problem.

1. What are the delivery methods available at Fitflop.co.id?
We provide the following delivery methods:
- Home delivery (Receive the product at the convenience of your home)

2. What is Home Delivery?
Home Delivery is a shipping method where your ordered product will be delivered by a shipping/delivery partner service.

3. What is the Receipt Number in the Home Delivery shipping method?
Receipt Number is a document containing the order number which is issued by the shipping/delivery partner service when your order is ready to be shipped and serves as proof of delivery.

4. When will I get my Receipt Number?
Detailed information on the tracking number will be sent to your email address when the order is already in the process of being sent by our shipping/delivery partner.

5. How much is the shipping/delivery fee?
We provide free shipping throughout Indonesia for all purchases on our website.

6. What is the order delivery time?
The estimated order delivery time for Jakarta area is 1-4 working days and for outside Jakarta is 2-7 working days. This estimated duration is in accordance with the terms of the shipping/delivery partner service used.

If your order does not arrive within the specified duration, please contact our Customer Service Team.

7. How can I track my shipment/delivery status?
Please follow the steps below:
- Click "Track Order" on the bottom left section
- Input your Order ID number
- Make sure the Order ID is the same with the one sent to your email address
- Click "Search"
- Delivery status information will show according to the order ID number you have entered

Please click here to track your order.

8. What if there is an error in shipping or product damage?
We recommend that you contact our Customer Service Team immediately, no later than 14 days after the date the product is received, as stated in our Return Policy.

Our Customer Service Team will verify and check your order and products details.

Please keep the product in good condition and in its original packaging.

Please click here for more information on Return Policy.

9. Is it possible to change the address after placing an order?
It is not possible to change the address details as order will be shipped according to the address registered in the system. Please make sure all your shipping address data is correct before making a payment.

Mandatory Unboxing Video

For all returns and exchanges, you are required to
record clearly the process of opening the package from start to finish without
editing. We do not accept complaints about damage or lack of products without unboxing
video.

-  Can I return the products I have purchased?

Yes, you may contact our customer service team to submit the return request. Do
note that returns are only eligible for products with the following terms and
conditions:

o  Original & Unused Condition

The product must be unused, in original condition, with all original
tags and labels still attached

o  No Damage or Defects

The product must be unworn, unwashed, unaltered, free from stains,
broken seams, missing accessories, loose threads, or any signs of wear and tear

o  Complete Original Packaging

The product must be returned with its original brand box and packaging, which
must be undamaged and free from any adhesives or stickers. All original
components (e.g., papers, stickers, ribbons, ropes, polybags, plastics) must be
included.

o  See our full return policy here

-         
When can I make a product return request?

Return request must be submitted within 14 days from the date the order was
received

-  What products cannot be submitted for returns and exchanges?

Requests for returns and exchanges are not applicable for:

o  Swimwear, sports bra, sports apparel, tight clothing
(including leggings, compression wears, and cycling pants), socks, fitness
equipment, sports accessories (including hats), and other products or brands
with specific terms and conditions

o  Products purchased with promotions

-  How do I make a product return request?

You can submit your return request by directly contacting our customer
service team via email

-  What shipping methods are available for product returns?

You may ship the product via our delivery partner. We will manage the
return shipping for you, and you only need to wait to hand over the products.

-  Can I return products purchased with a bundling promotion (example: Buy 1 Get 1 Free, Get 50% for Second Item)?

Products purchased with promotions are not returnable and refundable

-  Can I exchange the products I have purchased?

Exchanges are valid only for the following reasons, and can only
be with product of the same model, size, and color:

o  Incorrect Size

This is when customers receive products that do not match the order (e.g.
customers purchased a pair of shoes with size US9, and received a pair of US8)

o  Incorrect Color

Product color is not the same as stated in the product description or image

o  Broken Product

Product color is faded, product is damaged (e.g. peeled leather, torn material,
loose stitches or knitting, stained, deformed), or parts of the product are
missing

-   Are there any exceptions in return eligibility?

o  We do not allow exchange requests based on the color
difference between the physical product received and the product photo caused
by lighting effects or computer screens

o  We do not allow exchange requests based on a wrong
purchase or a change of mind after purchase. We strongly recommend you review
the shopping cart before completing an order

-  What refund methods are available at Fitflop?

Refunds will be issued via bank transfer to your bank account

-  Will I be reimbursed for shipping fee for returning
the product?

Shipping fees are not refundable at the moment

-  When will I receive my refund?

Refunds will be processed within 7 to 14 business days after the
returned items are received and verified

-  What are the refund rules regarding product returns or orders that cannot be fulfilled by Fitflop?

Refunds will be processed according to the bill/amount you paid,
excluding discounts from e-vouchers/coupons. Our customer service team will
reach out to you to confirm the bank account destination for refund.

1. What promotions are currently available?
You can get information about ongoing promotions through the banner on the store's website main page. We always provide information on the latest products and promotions on this page.

Please click here to see our ongoing promotions.

2. Voucher Code cannot be used
Please refer to the validity period, as well as the voucher's Terms and Conditions.

3. Store location information
Please click here for more information on our store location.

4. Job Vacancy Information
For information on job vacancies, please visit our website here