FAQ

REGISTRATION

• 1. Do I have to register as a member to shop on Onitsuka Tiger Indonesia?

You can shop easily without having to register. But if you register as a member of Onitsuka Tiger Indonesia, you will enjoy various benefits such as:

- Faster checkout on your 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 Onitsuka Tiger Indonesia?

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 Onitsuka Tiger Indonesia.

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

ORDER

• 1. How to shop on Onitsuka Tiger Indonesia?

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 Onitsuka Tiger Indonesia 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:

a. Virtual Account

b. 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 Onitsuka Tiger Indonesia?

You can shop at Onitsuka Tiger Indonesia with the following methods:

- Through our official website at Onitsuka Tiger Indonesia

- 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.

PRODUCT

• 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. 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

Please click here to know your size

• 4. 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.

Please click here to know your size

• 5. 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

Please click here to know your size

• 6. 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.

• 7. Are the product sold authentic/original?

We make sure all products sold in our official store are original products.

• 8. 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.

• 9. 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.

• 10. Can I get a shopping bag for my purchase?

We apologize, we do not provide shopping bags for online purchases.

PAYMENT

• 1. Which payment methods are available?

The payment methods available are:

1. Virtual Account

2. 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 to 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

On your payment device,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 Onitsuka Tiger Indonesia 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 Onitsuka Tiger Indonesia, 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.

Enter cardholder name, number, 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 Onitsuka Tiger Indonesia, 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 instalments?

We apologize, currently Onitsuka Tiger Indonesia does not accept payments with Credit Card instalments. We will soon add this facility to provide you with additional shopping convenience and experience.

• 7. 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.

SHIPPING/DELIVERY

• 1. What are the delivery methods available at Onitsuka Tiger Indonesia?

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 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 Jabodetabek area is 2-4 working days, Java 3-7 working days and for outside Java is up to 14 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. What if there is an error in shipping or product damage?

We recommend that you contact our Customer Service Team immediately, no later than 7 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.

• 8. 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.

RETURN/EXCHANGE

Please click here for more information on Return Policy.

REFUND

• 1. What refund methods are available at Onitsuka Tiger Indonesia?

We will process your refund based on the payment method selected during your initial purchase, namely the refund of the Credit Card for the Credit Card payment method, or fund transfer for the Bank Transfer. Refunds cannot be made in cash.

• 2. Will I be reimbursed for shipping fee of returning the product?

We apologize, we do not reimburse the shipping fee for returned products.

• 3. When will I receive my refund?

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 the returned product from you and the account information details based on the initial payment method selected during your purchase. Shipping fees for returned products will not be included in the refund.

• 4. What are the refund rules regarding product returns or orders cannot be fulfilled by Onitsuka Tiger Indonesia?

Refunds will be processed according to the bill/amount you paid, excluding discounts from e-Vouchers/coupons.

• 5. What shipping methods are available for product returns?

You may return the product via our delivery partner. Please inform our Customer Service Team for product returns request.

OTHERS

Please click here to see our ongoing promotions.

• 1. Voucher Code cannot be used

Please refer to the validity period, as well as the voucher's Terms and Conditions.

• 2. Store Location information

Please click here for more information on our store location.