Question 1

How do I place an order?

Accepted Answer

Browse trips, find an item you want, add it to cart, and checkout. Payment is held in escrow until you confirm delivery.

Question 2

Can I cancel an order?

Accepted Answer

You can request a cancellation before the jastuyer has confirmed purchase. Once the item is bought, cancellations follow the jastuyer's policy.

Question 3

When do I pay?

Accepted Answer

You pay at checkout via Midtrans. Funds are held in escrow — the jastuyer only receives payment after you confirm the item arrived.

Question 4

What payment methods are accepted?

Accepted Answer

Jastuy supports all payment methods available through Xendit, including bank transfer, GoPay, OVO, DANA, and virtual accounts.

Question 5

What is the Trust Warehouse?

Accepted Answer

Jastuy operates an optional forwarding warehouse. Jastuyers ship items there first; Jastuy then inspects and ships to you for added peace of mind.

Question 6

How long does delivery take?

Accepted Answer

Delivery time depends on the jastuyer's travel dates and shipping method. Each trip listing shows the estimated arrival window.

Question 7

How do I dispute an order?

Accepted Answer

If your item never arrived or is significantly different from the listing, open a dispute from your order detail page within 3 days of the stated delivery date.

Question 8

What if my item is damaged?

Accepted Answer

Document the damage with photos immediately upon receipt and open a dispute within 3 days. Jastuy will mediate between you and the jastuyer.

Question 9

Who pays customs duties?

Accepted Answer

Customs handling depends on the jastuyer's trip settings. It will be clearly shown at checkout — either included in the price, added automatically, or only added above a certain threshold.

Question 10

What is the customs threshold?

Accepted Answer

The Indonesian customs allowance for personal imports is Rp 8,000,000 per shipment. Orders above this may incur duties (BM + PPN + PPH).

Question 11

How do I become a jastuyer?

Accepted Answer

Go to the Become a Jastuyer page, complete identity verification (NIK + passport), and wait for admin approval. Approval is typically done within a day.

Question 12

Is my personal data safe?

Accepted Answer

Yes. Sensitive data like NIK and bank account numbers are encrypted at rest using AES-256-GCM. Only authorised admins can view decrypted identity data.

Help Center

Frequently Asked Questions

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Customs

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