FAQ
Frequently Asked Questions. Here are some common questions about Bali Direct Store.
How much is the shipping fee overseas?
The shipping fee depends on the weight and size of the package, and the country to which the items are shipped. Contact us at info@balidirectstore.com to place your order.
How does the "return me campaign" work?
We pay customers 1K for all glass jars and bottles that have a 1K sticker on them. The returned jars and bottles are either used by ourselves or returned to suppliers. Our drivers will pick up the jars and bottles when delivering your order.
What is the delivery time?
Normally, our delivery times are between 1300 and 1700, although traffic and weather can sometimes result in delays.
Can we request a specific delivery time?
Yes you can, and we will do out best to meet your request. You can make the request in the Notes box, which is displayed on the check out page.
Can we order from the website and pick the order up ourselves or using one the available delivery services like Gojek?
Yes you can. You can make the request in the Notes box, which is displayed on the check out page. The pick up will be at our warehouse, between 1300 and 1700. Our address can be found on our website.
How do we get a 10% discount?
Once you have a registered account on our website and become a Member, you can begin earning points of 600 Points.
Every 600 points you earn in accordance with this Program equals a 10% discount for your total purchase to apply on balidirectstore.com. The Points are redeemable towards purchases solely on the Site, and you can redeem them in the checkout process.What happens if there are some items not available on delivery day?
If you choose “Cash on Delivery”, we will deduct the items which are not available and adjust the invoice. If you choose other forms of payment, we will deduct the items which are not available, adjust the invoice, and offer you a refund or a credit coupon for your next order.
What is the difference between Natural and Organic?
“Natural” refers to fresh produce that requires no chemical additives to support growth and whose cultivation is knowm to be largely chemical free. “Organic” refers to Bali grown and processed, from producers whose organic claim is credible because of the characteristics of the produce and reputation of the producers.
What if I complete my order and want to add some more items?
You can make a new order and we will deliver them together.
What if there items I would like but they are not on your website?
Contact us at info@balidirectstore.com and we will do our best to source the items.
Frequently Ask Questions
Here are some common questions about Bali Direct Store.
ORDERING
What are minimum order requirements?
There are no minimum orders if you live in Denpasar, Gianyar, Badung or Bukit. If you live in other districts, Click here for more details on minimum orders requirements.
What if I complete my order and want to add some more items to my order?
You can easily go to My Account link, then go to Orders on the left sidebar, and select your last order to add product that you want to order to the Cart.
What happens if some items are not available on delivery day?
Most of the time, all the items will be available, but if for some reason they are not, we will deliver the items the next day, or as soon as they are available, or we can provide you with a credit or refund.
Can I save my favourites and repeat orders?
Yes, you can add products as your own favourites, so you can repeat orders, and later add them to cart. This is a great way of building your personal shopping list. You can simply go to My Favorites here then add the product to the Cart. For repeat order go to My Account –> Orders, and click View Button on your last order and click Order Again.
DELIVERY
What are your delivery areas?
We deliver all over Bali, six days a week, and we can also deliver outside of Bali. Click Here for further information.
What are the delivery and collection options?
You can choose between our Free Delivery, Gojek or Grab Delivery, or Store Pick Up service, available when you check out. Click Here for further information.
Can we arrange a pick up ourselves or with a Gojek or Grab service?
Yes, you can arrange a pick up yourself, using the Store Pick Up service, or you can use the Gojek or Grab Delivery service, available when you check out. Click Here for further information.
How much are delivery fees?
Delivery is free if you live in Denpasar, Gianyar, Badung or Bukit. For other districts, there is a minimum delivery requirement for free delivery. Click here for more details on minimum orders requirements for free delivery.
What are the delivery times?
We deliver 6 days a week, Monday to Saturday. Our Road Runners leave our warehouse, each day, at around 1PM. Once they are on the road to you, our Road Runners will send you their live location, by WhatsApp, so you can track their estimated time of arrival.
We do our very best to make sure our orders arrive between 1PM and 5PM, though sometimes our Road Runners get caught in Bali’s unpredictable traffic. If we anticipate a delay our Customer Service will contact you, to provide you with an estimated time of arrival.Can we request a specific delivery time?
With hundreds of orders everyday, delivered by our own team of Road Runners, we cannot always promise a specific delivery time. But we’ll do our best. Contact our Customer Service if you want a specific delivery time. Otherwise, you can arrange a pick up yourself, using the Store Pick Up service, or you can use the Gojek or Grab Delivery service, available when you check out. Click Here for further information.
Can I track my order?
Yes, sure, once they are on the road to you, our Road Runners will send you their live location, by WhatsApp, so you can track their estimated time of arrival.
Do you deliver outside of Bali?
Yes, we deliver all products to Bali as well as Lembongan. We also deliver non-fresh products to the rest of Indonesia and the World. Click Here for further information.
PRODUCT AND SELECTION
Are all your fresh products organic?
The product description will provide that information. Not all of our fresh products are organic though they are locally sourced from farmers in Bali and delivered free of preservatives, conservants and sealants. For more information about the product, click here
What standards do you follow in sourcing products?
Our priority is to source locally. All of our fresh produce, meat, dairy and fish, as well as most of the chilled and pantry products come from Bali. This ensures products are fresh and we can do our due diligence on where and how it is produced. We look at each supplier on a case-by-case basis, considering their certifications (Organic, Rainforest, Fairtrade, Marine Standards, etc.) as well as their actual operations.
Why do you also stock imported items?
There are several reasons we stock imported items. We are a supermarket that offers a complete shopping basket and key products such as pulses, seeds, nuts and grains are not available in Bali or Indonesia. Sometimes products, such as soya sauce, are available but not at a high quality, artisanal, organic or gluten-free quality. In other cases, we have high demand from customers, such as for, salmon and vegemite, which we like to meet.
What happens if an item is out of stock?
We source local fresh produce and many of our products are from small artisans, which means seasonality, the availability of key ingredients, as well as the expected pressures on small businesses can affect stock. Contact our Customer Service if you want to receive notification of when the item is back in stock.
Can I pre-order specific products?
Yes, contact our Customer Service if you have items, including those out of stock, that you would like to pre-order.
PAYMENT AND SECURITY
What payment methods do you accept?
We accept Cash on Delivery, Bank Transfer, E-Wallet and Credit Card payments with our Free Delivery service. We do not accept Cash on Delivery for our Store Pick Up and Gojek or Grab Delivery service.
How secure is online payment?
Online payment is very secure, we use only trusted payment service providers.
How can we get our 10% discount?
It’s easy, simply sign up to get 600 points, which is equal to a 10% discount. You will get another 10% each time you collect 600 points as well as a weekly news update and special offers. Click here for more info about Loyalty Program.
What is your returns policy?
We will accept the return of any product that is damaged, or does not match the description of what you ordered. Bali Direct must be contacted via email within 48 hours of receiving your goods and provided with photo evidence for verification. For more detail on our Returns Policy, Click Here.
Sustainability, Recycling and Return Me! Campaign
Where can I find out more about the mission of Bali Direct Store?
Click Here to find out more About Us and our progress towards environmental, social and governance objectives.
How does the Return Me Campaign Work?
We will pay you IDR 1000 (1K) for every glass item you return that has a Return Me! 1K sticker. Payment is calculated monthly and given to you through a credit coupon that can be used at the check-out. The bottles are cleaned and reused. We also take back some plastic containers, such as those that we use to deliver delicate salads and micro-greens. If it has a sticker on it, we will take it back and reuse it.
How about glass that does not have a Return Me! sticker?
We also take back glass items that are the same dimensions as those used by our suppliers, whether or not the items originate from our stores. These are not eligible for a 1K refund. These will also be cleaned and reused. If you are unsure, you can ask our store staff, Road Runners, or contact our Customer Care.