FREQUENTLY ASKED QUESTIONS
1. Where is Beachgold located?
Beachgold HQ is currently located in Bali, Indonesia. You can visit either of retail stores on the island at the following addresses:
For a full list of our worldwide retailers, please head to our Stockist page.
2. Where are online orders shipped from?
We currently send all online ours from our HQ in Bali, Indonesia. Please note that this means business days for shipping follow the Indonesian public-holiday calendar.
3. How long will it take to receive my order?
All items are made to order and are processed in our headquarters in Bali, Indonesia. Orders currently take 1-2 business days to process and approximately 2-4 business days to ship with DHL express.
Please note during public holidays in Indonesia or peak volume orders such as sales that the above timeframe may vary. If you are wanting your order before the specified time above, please contact email@example.com to enquire about this prior to placing your order.
4. What currency is used on our online store?
The currency used on our online stores is in US Dollars.
5. I would like to make a change or cancel my online order, is this possible?
Any items ordered online can be amended or cancelled within 24 hours from confirmation of your order. Cancellations will incur a small fee incurred via Shopify and payment gateways to process your order.
6. How do I track my shipment?
All orders are shipped via DHL express which predicts a delivery time of 2-4 business days. To track your order please input your tracking number on the DHL website:
Unfortunately, DHL does not accept PO box addresses for orders. If you require your order to be sent to a PO Box please let us know and we can look at an alternative shipping method for you.
7. Am I responsible for duty and custom charges for my order?
Yes, all international customers are responsible for any charges incurred within their own country. Beachgold has no responsibility or control over these charges. For further information please contact your local customs office. Beachgold will declare the full price of the piece for the shipment and include a packing invoice for customs as required.
8. I placed an order however do not want to pay the customs or duties associated with my order, can I return to sender (RTS)?
You will have to accept the package a request a proper return under the terms of our return policy. If it is an international purchase, your package will need to clear customs duties and sales tax charges. If you return to sender, you will still be responsible for customs duties, sales tax and the return shipping charges.
9. I ordered the wrong size, can I exchange my item for a different size?
Yes, we accept returns for exchanges. Please follow the return instructions sent with your shipment.
10. What if something I receive is damaged or faulty?
Beachgold takes pride in producing quality items – all items are checked by our in-house quality control team prior to shipment however if you have a concern regarding an item that you have received, please contact us within 3 days of receiving your order at: firstname.lastname@example.org along with a photo of the item. We will endeavour to resolve this problem as soon as possible for you.
11. I have received the wrong size or item?
Please email email@example.com with your order number along with a photo of the item in question.
12. How can I return or exchange an item?
All orders should include a return form. Please follow the instructions on this form.
Please see our basic returns policy information below:
We require all items to be returned within 14 business days of receiving the order. Garments must have swing tags attached as well as the return tag and must be in good condition, unworn and in original packaging. Please allow for 3-4 business days for your returned item to be processed and 10 business days for refund to be processed to your credit card or bank.
13. I did not receive a return form in my order?
If your order does not include a return form, please inform our customer service team at firstname.lastname@example.org.
14. Will I be refunded the full value of my order?
The item will be refunded however the fees associated with shipping will not.
Furthermore, if your order has been sent to a destination within Indonesia, the sales taxes that we have collected will be refunded. Outside of Indonesia, customs duties and sales taxes are non-refundable through Beachgold however you may be able to recover these by contacting your local customs office directly.
15. Do you offer custom sizes or alterations?
Currently we do not offer online custom sizes or alterations however if you are in Bali we offer instore alterations at our retail stores. We require full payment of the item(s) prior to accepting for alteration and require at least 1 week minimum to process the alteration. Alterations must be approved by our factory by our retail staff confirming this.
16. I saw an item on your online store however it is not available anymore, I am still able to purchase it?
There may be a possibility that we have some pieces available from past collections, please email email@example.com with a description or photo of the item you are interested in.