LOCATIONS
Where is BIASA based?
BIASA's headquarters are in Bali, Indonesia. All products are designed and produced in our studios and factories in Bali. Our e-commerce operations are conducted as per Indonesian legal requirements.
PAYMENT
Which payment methods are accepted on biasagroup.com?
BIASA utilises the Xendit Payment processing platform, a fully secure and encrypted service that accepts payments via Credit Card, Debit Card, MasterCard®, Visa®, and JCB®. Most international credit cards are accepted; please ensure that you enter the international billing address associated with your card when placing an order.
For added convenience, we have introduced a bank transfer payment option for holders of Indonesian bank accounts. Selecting this method will provide you with a unique virtual account number and detailed instructions to complete your payment through specific banks.
Is my payment secure?
Payments are processed securely through a payment gateway using strong encryption and strict banking standards. Your credit card information goes directly to our processor and is never accessible to biasagroup.com or third parties.
Learn more about payment security here.
Do you accept payment by PayPal?
At this time, we are unable to accept payments through PayPal. If you would like to explore alternative payment options, such as bank transfers, please reach out to our customer service team for further assistance.
What is CVV?
CVV, or Card Verification Value, is a 3- or 4-digit code on credit and debit cards—typically on the back—used to confirm the cardholder’s possession of the card and help prevent fraud.
Why was my payment declined?
If you receive a notification indicating that your credit, debit card, or another payment method has been declined, please verify the following:
- Ensure there are sufficient funds available on your card and that the card has not expired. Additionally, confirm that any required OTP (One-Time Password) has been entered correctly.
- Double-check that all card details and payment information have been accurately provided, including the 16-digit card number, card type, and the appropriate 3- or 4-digit CVV/security code.
- Confirm that your billing address matches the address registered with your card provider. This can be updated in the ‘My Account’ section if necessary.
- Contact your bank to verify that your card is enabled for online international transactions.
- Update your bank card details saved under ‘My Account’ or add a new card as needed.
If you continue experiencing difficulties, please reach out to your issuing bank or payment provider to ensure your card is authorised for online payments. For further assistance, you may contact our customer service team at online@biasagroup.com.
ACCOUNT AND SETTINGS
Why should I create an account on biasagroup.com?
Establishing an account enables you to efficiently manage your data, online orders, preferred payment options, and order history.
As a registered BIASA online account holder, you will also receive notifications regarding exclusive offers, events, and additional updates through our newsletter.
How can I recover my forgotten password?
If your password has been forgotten, it can be reset using this link: Reset My Password
How can I unsubscribe from the BIASA newsletter?
To unsubscribe from our newsletter:
- Select 'Unsubscribe' at the bottom of the newsletter you received.
- Log in to your account on biasagroup.com, choose 'Edit Profile', and deselect 'Subscribe to newsletter'.
How can I delete my biasagroup.com account?
To request the deletion of your account, please email our customer service team at online@biasagroup.com or use the Contact Us page.
How can I amend my personal information in my BIASA account?
To update your personal information, please log into your account and select the profile icon located in the top right menu bar. From there, choose ‘Edit Profile’ to amend your details. Alternatively, you may click here
ONLINE SHOPPING
Can I modify or cancel my order?
Orders can be modified or cancelled if they have not yet been shipped. For amendments, please contact customer service at online@biasagroup.com or our WhatsApp Concierge (+62) 819 1601 3224.
After an order is placed online, only online store credits will be provided for refunds; cash refunds are not available.
How can I order a style I’ve seen in-store but not online?
Please note that product availability online may differ from what is offered in our physical stores. If you wish to purchase an item you have seen in-store, kindly reach out to our customer service team at online@biasagroup.com or via WhatsApp Concierge at (+62) 819 1601 3224, providing details or an image of the desired style.
Can I exchange an item if it is not my size?
You may return the item in accordance with our Returns Policy. For further details, please consult our policy here.
Are the colors shown online the same as the product I will receive?
Each BIASA product is photographed to accurately represent its color; however, actual colors may differ slightly depending on individual monitor display settings.
Where can I find my invoice?
After placing your order, you'll receive a confirmation email with your invoice. You can also view your order history under ‘My Account’.
How can I check the status of my order?
You can track the status of your order anytime under ‘My Order’ in your account.
Click your Airway Bill or tracking number to view detailed delivery status on the courier's website.
What should I do if I have not received my order confirmation email?
- Add our email addresses to your safe sender's list.
- Check your spam folder in case our emails were filtered.
- Contact customer service at online@biasagroup.com.
The Instagram shopping link didn't work or direct me to the website. What should I do?
For assistance, contact our customer service team at online@biasagroup.com or via WhatsApp Concierge at (+62) 819 1601 3224. We’re available Monday to Friday, 9 AM – 5 PM (Bali time, GMT+8). We typically respond within 24 hours; however, replies may be delayed outside these hours, on weekends, public holidays, or due to time differences.
DELIVERY AND COURIERS
What are your shipping fees?
We offer complimentary shipping within Indonesia on orders over IDR 3,500,000, and internationally on orders of EUR 350 or more.
For orders that do not qualify for complimentary shipping, the applicable shipping fee is displayed at checkout.
How long will it take for my order to arrive?
Orders are dispatched on the next business day after confirmation. Estimated delivery times are 5 to 7 business days within Indonesia and 7 to 14 days internationally.
You will receive an email with tracking details once your order has been dispatched.
Will I need to pay any duties or taxes when I receive my shipment?
For international deliveries, applicable import duties and taxes are your responsibility, unless otherwise stated at checkout. These charges vary depending on the destination country.
Which courier companies do you use?
We ship within Indonesia via JNE and internationally via DHL. An alternative courier may be used when necessary.
How can I track my shipment?
After your order is shipped, an email containing shipment details, including the Airway Bill Number (AWB) and/or tracking number, will be sent to you. You may view your order status and track delivery at any time under ‘My Order’ in your account, or by entering the shipping details directly on the courier company's tracking website.
When you click on your AWB or tracking number under ‘My Order’, you will be directed to the external courier’s website for detailed tracking information.
WHOLESALE
Do you sell wholesale to other retailers and boutiques?
For any wholesale inquiries, please contact us directly at sales@biasagroup.com
To be better prepared, please include in your email the following:
- Name of business
- Location of business
- Store capacity
- Target market / demographic
- Budgetary guidelines
- Any style preference or require for style suggestions
RETURNS, EXCHANGES AND REFUNDS
How do I return or exchange an item ordered via biasagroup.com?
BIASA does not issue cash refunds; we issue online store credit for any purchases you wish to return or exchange once a purchase has been made.
Items may be returned or exchanged within 14 days of receipt, provided they are unused, undamaged, in original packaging, and accompanied by the original receipt or a copy of the receipt for partial returns. For full details on our return policy, click here.
