How can I cancel my order?
To cancel your order, log in to your account, go to the “Orders” page, select the order you want to cancel, and click “Cancel Order.”
How can I check my order status?
To check your order status, log in to your account and go to “My Orders.” You can view your order list and its current status, such as Pending Payment, Processing, Shipped, or Delivered.
How to check your order status:
Common order statuses:
Will my order status be updated automatically?
Yes. Your order status will be updated automatically whenever there is a change in the order process, such as when your order is being packed, shipped, or delivered.
Why is my shipping status delayed?
A “Delayed” shipping status may be caused by several factors, including:
How long does it take to pack my order?
Orders placed before 16:00 WIB will be packed on the same day, unless the order requires further confirmation from the customer.
How long does it take for my order to be processed and shipped?
Instant Delivery
Regular Delivery
How can I track my order?
Once your order has been shipped, you will receive a tracking number, which can be found on the “Orders” page.
To track your order:
Does package size affect shipping costs?
Yes. Package size may affect shipping costs. However, shipping providers generally calculate delivery fees based on the actual weight or volumetric weight of the package, as well as the destination and selected delivery service.
What should I do if I receive a damaged product?
If you receive a damaged or defective product, please contact Octarine Official Customer Service via WhatsApp at +62 851 2330 0738 as soon as possible.
Please report the issue within a maximum of 7 days after receiving your order. To help us review your claim, make sure you have valid evidence showing the condition of the product when it was received.
How long does it take to return a damaged product?
The return process may vary depending on the return address. Once we receive the returned product, the refund may be processed on the same day
Can a damaged product be replaced with a new one?
Yes. However, a refund is generally the preferred option because replacing the product with a new one requires additional shipping time.
What should I do if I discover a damaged product after the return period has ended?
You can still contact Octarine Official Customer Service via WhatsApp at +62 851 2330 0738. Our team will first review your order and the condition of the product to determine the appropriate solution.
Can I receive a refund or compensation for a damaged product?
Yes. The type of compensation will depend on the extent of the damage.
For severely damaged products, such as products that are broken or leaking until the contents are completely lost, a refund of up to 100% may be provided, provided that valid evidence is submitted, including an unboxing video.
What should I do if I receive a damaged product?
If your product arrives damaged, you can request a return or compensation during the warranty period, which is a maximum of 7 days after receiving the product.
To submit a claim, please provide:
What compensation is available for damaged products?
For minor damage, such as small leaks, loose caps, or minor dents on the packaging, compensation may be provided in the form of a Gift for Selected Customers for your next order.
For leakage, compensation may also be provided as a refund based on the amount of product that has leaked.
The product does not need to be returned, although a return may be requested or arranged if necessary.
For severe damage, the product may be returned for a 100% refund of the affected product's purchase price, or it may be replaced with a new product.
Shipping costs for product replacement will be covered by Octarine Official, provided that all claim requirements have been met.
If all requirements are fulfilled but the customer chooses not to return the product, compensation will still be provided in accordance with the applicable policy.
What if I receive a product that is different from what I ordered?
A claim for an incorrect product must be submitted within the warranty period, which is a maximum of 7 days after receiving the product.
Please provide:
Once the claim is submitted, Octarine will conduct an internal review to verify whether the contents of the package match the order.
If the review confirms that the package contents match the order, the product cannot be returned and no refund will be provided.
If the review confirms that the product does not match the order and the product is still sealed, it may be returned. Once the returned product has been received, the refund will be processed based on the price paid for the product.
If the product is confirmed to be incorrect but has already been opened and no unboxing video is available, compensation may be provided in the form of a voucher or Gift for Selected Customers for a future order.
What should I do if I forget my password?
You can reset your password by selecting “Forgot Password?” on the Login page. A password reset link will be sent to the email address registered to your account.
How can I reset my password?
Follow these steps:
Log in → Select “Forgot Password?” → Enter your registered email → Check your inbox → Click the link to create a new password.
Can I change my account password?
Yes. You can change your password at any time by logging in to your Octarine Official account and selecting:
Account Settings → Change Password
Product Information & Safety
How should I use Eau de Parfum (EDP)?
For the best results, apply Eau de Parfum (EDP) directly to your skin after showering, when your skin is clean and moisturized.
Hold the bottle approximately 15–25 cm away from your skin, then apply it to pulse points such as:
Avoid rubbing your skin after applying the perfume, as this may cause the fragrance to change or fade more quickly.
How should I use Extrait de Parfum?
Use Extrait de Parfum sparingly. 1–2 sprays or dabs on pulse points such as the neck, wrists, and behind the ears are usually enough.
With a high fragrance oil concentration of approximately 20%–30%, Extrait de Parfum has a richer and longer-lasting scent that can last for up to 12 hours. A small amount is therefore enough to create an intense and personal fragrance experience.
How to apply:
Tips for the best fragrance experience:
How should I spray perfume correctly?
Hold the perfume bottle approximately 15–25 cm away from your skin to help distribute the fragrance evenly.
Apply it to pulse points such as the wrists, neck, chest, or inner elbows. These areas generate body heat, which can help the fragrance develop and spread.
Use approximately 4–6 sprays, or adjust according to the character and intensity of the fragrance you are wearing.
Are Octarine products registered and certified by BOPM?
Yes. All Octarine products are registered and certified by BOPM Indonesia.
Are Octarine products halal-certified?
Yes. Octarine products are made using ingredients that are halal-certified and have received official halal certification.
Can I change my payment method?
Payments can only be made through Midtrans. Through Midtrans, you can choose from the available payment methods or banks provided by the service.
When will my payment be verified?
For bank transfer payments, verification will be completed within a maximum of 1 × 24 hours after you confirm your payment.
Once your payment has been successfully verified, you will receive an email notification regarding your payment status.
