We believe in quality service and customer support.
Every HelloKetut order is handled with care — from the products we select to the moment your package arrives at your villa. If something isn't right, we'll fix it. Below are the questions we hear most often.
Before you ask, Ketut answers.
Everything you need to know before
your order arrives.
Delivery & Ordering
You order through our website, we pack your items gift-ready, and a Grab driver delivers directly to your villa, hotel, or guesthouse. You receive a live tracking link once your order is on the way — you can follow the driver in real time. No waiting at a shop, no market trips.
Same-day delivery is available in most areas of Bali, including Seminyak, Canggu, Sanur, Ubud, Nusa Dua, and Jimbaran. Orders placed before the cutoff time (shown at checkout) are typically delivered within a few hours. You can also schedule delivery for a specific time that suits you.
Yes — order before the cutoff time shown at checkout and we'll get it to you the same day. If you're unsure about timing or you're leaving Bali soon, order as early as possible and reach out via WhatsApp if you need help.
Contact us immediately via WhatsApp. If your order hasn't been prepared yet, we can usually adjust it. Once it's packed and dispatched, changes are no longer possible.
Products & Authenticity
Everything in the HelloKetut collection is sourced from artisans and makers in Bali. Each piece is selected for its cultural authenticity and craft quality. Nothing is imported and relabeled. What you receive is the real thing.
Because they're handmade. Natural variation in color, texture, and dimensions is normal and expected — it's what makes each piece genuinely handcrafted. Where this is particularly noticeable, the product page will say so.
Yes. Every order is packed in plastic-free, gift-ready packaging. No extra wrapping needed — it's ready to give as soon as it arrives.
Gifting & Packaging
Yes. Enter their villa, hotel name, room number, and a local WhatsApp number at checkout. We can also coordinate with reception if the recipient isn't available at delivery.
Start with our Gift Boxes — we've curated sets that work for most occasions and budgets. If you want something specific, reach out via WhatsApp and we'll point you in the right direction.
Contact us within 24 hours of delivery via WhatsApp with a photo and your order number. We'll replace the item or find a solution quickly. Due to international payment limitations, cash refunds aren't always possible — we typically offer a replacement or store credit. Full details are on our Returns & Refunds page.
Still need help?
Reach us on WhatsApp