Shipping policy

This Shipping Policy applies to orders placed through the Coastal Palms Bali online store.

Coastal Palms Bali is operated by PT Vara Creative Group and is based in Bali, Indonesia.

1. Order Processing

Orders are processed after payment has been successfully received or confirmed.

We aim to prepare and dispatch orders as soon as reasonably possible. Processing times may vary depending on order size, product availability, public holidays and periods of high demand.

Processing time is separate from the delivery time provided by the shipping carrier.

2. Shipping Areas

Coastal Palms ships to locations available through our online checkout.

Available shipping destinations and delivery options may vary depending on the customer's location, the products ordered and the shipping services available at the time of purchase.

If a delivery address cannot be serviced, we reserve the right to contact the customer to arrange an alternative solution or cancel and refund the affected order.

3. Shipping Costs

Applicable shipping charges are calculated or displayed during checkout before the order is completed.

Shipping costs may depend on factors including the delivery destination, package size, package weight and selected delivery service.

Any shipping promotions or free-shipping offers are subject to the conditions stated at the time of the promotion.

4. Delivery Times

Estimated delivery times, where available, are displayed during checkout or communicated after an order has been placed.

Delivery estimates begin after an order has been processed and dispatched.

Delivery times are estimates and are not guaranteed unless expressly stated otherwise.

Actual delivery times may be affected by the shipping carrier, destination, public holidays, weather conditions, transportation disruptions or other circumstances outside our reasonable control.

5. Order Tracking

Where tracking is available, tracking information will be provided after the order has been dispatched.

Customers are responsible for monitoring the tracking information supplied for their shipment.

Please allow sufficient time for tracking information to become active after receiving a shipping confirmation.

6. Delivery Information

Customers are responsible for providing a complete and accurate:

  • Recipient name;
  • Delivery address;
  • Telephone number; and
  • Any additional information reasonably required for delivery.

Customers should review their delivery information carefully before completing an order.

If incorrect or incomplete information has been provided, customers should contact Coastal Palms as soon as possible.

We cannot guarantee that delivery details can be changed after an order has been dispatched.

7. Failed or Unsuccessful Delivery

If an order cannot be delivered because of incorrect or incomplete delivery information supplied by the customer, an unavailable recipient, or another circumstance attributable to the customer, additional shipping charges may apply if the order needs to be shipped again.

If a shipment is returned to Coastal Palms, we will contact the customer to determine the appropriate next step.

8. Damaged Shipments

Customers should inspect their order as soon as possible after delivery.

If an order arrives damaged, please contact Coastal Palms within 7 calendar days of delivery.

Please provide:

  • Your order number;
  • A description of the damage;
  • Clear photographs of the damaged product; and
  • Clear photographs of the external and internal packaging.

Please retain the product and packaging until the claim has been reviewed.

Claims involving damaged, defective or incorrect products are handled in accordance with our Return & Refund Policy.

9. Lost or Missing Shipments

If tracking indicates an unusual delay or an order has not arrived within the expected delivery period, please contact us with your order number.

We will review the available tracking information and, where appropriate, assist with an enquiry with the relevant shipping provider.

A shipment will not automatically be considered lost solely because it has been delayed.

10. Large and Commercial Orders

Large orders, wholesale orders and hospitality orders may require separate shipping arrangements.

Shipping costs and delivery arrangements for these orders may be agreed separately before the order is confirmed.

For wholesale or hospitality enquiries, please contact Coastal Palms directly.

11. International Shipping

International shipping is only available to destinations shown as available during checkout.

International shipments may be subject to import duties, taxes, customs charges or other fees imposed by the destination country.

Unless expressly stated otherwise during checkout, such charges are not included in the product or shipping price and are the responsibility of the recipient.

Customs procedures may also cause additional delivery delays outside the control of Coastal Palms.

12. Contact

For questions regarding shipping, delivery or an existing shipment, please contact us through our Contact page or by email.

When contacting us about an existing order, please include your order number.

Coastal Palms Bali
Operated by PT Vara Creative Group
Bali, Indonesia
Email: support@coastalpalmsbali.com