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CUSTOMER SUPPORT INFO
HOW TO TRACK YOUR ORDER
Sign in to your account, go to My Account > Orders, and click "Track Order". You will see the courier's name, tracking number, current status, and your package's journey timeline.
SIGN INSHIPMENT INFORMATION
SHIPMENT UPDATES
Payment Received
Hausser accepts secure online payments through Midtrans, our trusted payment gateway. At checkout, you will be shown the payment methods available for your order. Depending on availability, payment options may include:
- Credit & Debit Cards — Visa, Mastercard, and other supported cards
- Bank Transfer / Virtual Account — through participating Indonesian banks
- E-Wallets — supported digital wallets available through Midtrans
- QRIS — convenient QR-based payment for supported Indonesian accounts
- Other Payment Methods — additional options may be displayed at checkout depending on your order and location
Available payment methods may vary depending on your location, order value, and the payment options currently supported by Midtrans.
Secure Payment
All payments made through the Hausser website are processed securely through Midtrans. Your payment information is handled through secure payment infrastructure designed to protect your transaction and personal information. Once your payment has been successfully completed, your order will be confirmed and prepared for dispatch. You will receive an order confirmation with your purchase details. If a payment is unsuccessful, please check your payment details or try another available payment method. If you require assistance, our Customer Support team will be happy to help. Hausser does not directly store your complete payment card details.
Payment & Order Status
An order is considered confirmed once payment has been successfully received. Orders with pending or incomplete payments may not be processed until payment has been completed. For bank transfers or other payment methods that require additional processing time, please allow the payment status to be updated before contacting our team. Prices are displayed in the currency shown on the Hausser website at the time of purchase. For international transactions, your bank or payment provider may apply its own exchange rate or additional fees.
Shipping
From our atelier to your door, every Hausser creation is prepared and packaged with care. We offer shipping to selected destinations worldwide, with tracking provided upon dispatch. Delivery times and applicable customs requirements vary by destination. If your order arrives damaged or is delayed, please contact our Customer Support team for assistance at orders@hausserluxury.com
Refund & Returns Policy
At Hausser, we are committed to delivering luxury fragrances crafted with the highest standards of quality and care. If for any reason you are not fully satisfied with your purchase, please review our return and refund policy below. Our return policy lasts 7 days from the date your order is delivered. Unfortunately, we are unable to offer refunds or exchanges after this period. To be eligible for a return, items must be:
- Unused and unopened
- In their original packaging and condition
- Accompanied by proof of purchase or order confirmation
Due to the nature of fragrance and personal care products, opened or used items cannot be returned for hygiene and safety reasons.
Non-Returnable Items
The following items are not eligible for return or refund:
- Opened or used fragrances
- Sale or promotional items
- Gift cards
- Complimentary or promotional products
- Items damaged due to misuse or improper handling
Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the item and packaging
- A brief description of the issue
Once reviewed and approved, we will arrange a replacement or refund accordingly.
Refunds
Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund. Approved refunds will be processed to the original payment method within 7–14 business days, depending on your payment provider or bank. Shipping fees are non-refundable unless the return is caused by our error.
Exchanges
We only offer exchanges for items that arrive damaged, defective, or incorrect. Exchanges are subject to product availability.
Return Shipping
Customers are responsible for return shipping costs unless the item received is incorrect or defective.
For returns of high-value items, we recommend using a trackable shipping service, as Hausser cannot guarantee receipt of returned packages.
Contact Us
For any questions regarding returns, refunds, or exchanges, please contact our team at:
Email: hello@hausserluxury.com
Phone: (+62) 81 33 00 00 33
Caring for Your Hausser Fragrance
Each Hausser creation is crafted with carefully selected ingredients and refined artistry to ensure a luxurious and lasting olfactory experience. Proper care will help preserve the integrity, performance, and character of your fragrance over time.
Storage Recommendations
To maintain the quality of your perfume:
- Store in a cool, dry place away from direct sunlight
- Avoid exposure to excessive heat, humidity, or sudden temperature changes
- Keep the bottle tightly closed when not in use
- Store in its original packaging whenever possible to protect the fragrance from light exposure
Usage Tips
For the best fragrance experience:
- Apply on pulse points such as the wrists, neck, and behind the ears
- Avoid rubbing the fragrance after application, as this may alter the scent development
- Apply on moisturized skin to help extend longevity
Shelf Life
Fragrances are delicate compositions that may naturally evolve over time. When stored properly, Hausser fragrances generally maintain their optimal quality for up to 24–36 months after opening.
Handling & Care
Handle your fragrance bottle with care to avoid accidental damage or leakage. Due to the alcohol content, keep away from open flames and high heat sources.
Need Assistance?
If you have any questions regarding your Hausser fragrance or product care recommendations, please contact us at:
Email: hello@hausserluxury.com