Frequently asked questions

FAQ

Shipping

We ship with JNE for domestic Indonesian orders, and also instant courier for applicable orders within Jakarta.

International orders are shipped with DHL Express.

Free express worldwide shipping always with purchases above USD200

Please note that if shipping to destinations outside of Indonesia, customs and import duties might be levied by your local government and will be your responsibility. We have no control or knowledge over these charges as every country is different. Please check your local duty and tax regulations so you will not be surprised by unexpected charges.

Payments

Saja process secure payments for both local & international customers via Credit Cards and bank transfers.

For Indonesian customers, these payment methods are available to choose at checkout:

Visa, MasterCard, JCB, Bank Transfer (BCA, Mandiri, Permata, BNI and BRI) Virtual Account (BCA, Mandiri, Permata, BNI and BRI) OVO

For international customers, please only choose payment via Credit Cards (Visa, MasterCard, JCB) or Paypal at checkout.

Return policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You’ll also need the e-receipt or proof of purchase. 

Shoes must be tried on a carpeted surface until you have decided to keep them.

To return or exchange your item please follow these steps:

1. Email us at hello@saja-official.com with your Order Number (starting with #SJ...), item info, reason for the return and whether it is returned for exchange/refund

2. Send us back the item in its original packaging to the address that we will provide in the email reply

3. We will email you when we receive the item back and will inform you of the status of your exchange/refund. The cost of return shipment will be your responsibility.

Damages and non-returnable items

We perform a thorough quality check on products before shipping them. This ensures that items left our warehouse in pristine condition with no damages. Please inspect your order upon reception and contact us immediately if the item is damaged during shipment so that we can evaluate the issue and make it right. Take note to keep all relevant shipping documentation to expedite the process.

Certain types of items cannot be returned, including, but not limited to: custom products (such as special orders or personalized items), items that have shown ANY sign of wear including minor scuff marks on the sole, and when stated.

Due to the nature of our leather soles, please try on shoes in carpeted area until you decide to keep them. 

Don't hesitate to get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on custom items, sale items or gift cards.

How do I get a refund?

We will notify you once we’ve received and inspected your return, and let you know if your refund was approved or not.

If approved, you’ll be refunded back in your original method of payment within 7 days. If the item does not pass our inspection, the refund will not be processed and the item will be sent back to your address.

Please check the item refund eligibility in the section 'Damages and non-returnable items' above.

Why do I have to try the shoes on a carpeted area?

Leather soles are the gold standard in luxury footwear in terms of durability, comfort, and look. However, they tend to scratch easily in rough surfaces. These scratches are normal with wear and will ensure that your footwear have good traction. 

Unfortunately, we will not be able to accept your returns if there are scratches and wear marks on the soles and hence why we suggest you try them on carpeted surface until you decide to keep them. This ensures that if you do decide to return the item, we will be able to accept it and process your subsequent exchange/refund.

How can I get my shoes repaired?

We offer complimentary repair services for all Saja products, email us at services@saja-official.com so we can help you.

Currently, repair services are only available to Indonesian-based customers.

For more information, check out our Repairs and Services page.

How do I know my Saja shoe size?

Individual product page will have a Fit Guide information on whether that particular item runs small, large or true to size.

We generally recommend getting your usual EU size for all our footwear, and to size up on closed-toed items if you're planning to wear thick socks.

Please refer to our Size Guide for a more detailed information on our sizing.