Refund Policy

Our cheese is fresh and perishable, so we cannot accept returns once an order has been delivered or collected.

If something is wrong with your order

If your order arrives damaged, spoiled, incorrect or incomplete, contact us within 24 hours of delivery or pickup. Send your order number and a photo of the product and packaging to cheese.gioia@gmail.com or WhatsApp +62 878 6061 1137.

After we review it, we will either replace the item or refund it to your original payment method, whichever you prefer. Approved refunds are processed within [CONFIRM: 7 business days]. Your bank may take a few extra days to show it.

Cancellations

You can cancel an order for a full refund any time before it is prepared for delivery or pickup. Contact us as soon as possible. Once an order has been prepared, it can no longer be cancelled.

Storage after delivery

Please refrigerate your cheese as soon as it arrives. We cannot accept claims for products that spoiled because they were not refrigerated after delivery.

Shipping Policy

Where we deliver

We currently deliver within the following areas of Bali. The delivery fee is shown at checkout before you pay.

AreaDelivery feeBerawaRp 15.000Canggu, Pererenan, Kerobokan, SeminyakRp 20.000KutaRp 40.000Ubud, Jimbaran, Nusa DuaRp 75.000UluwatuRp 100.000

[CONFIRM: we do not currently deliver outside these areas. For other parts of Indonesia, contact us on WhatsApp before ordering.]

Delivery times

Orders are usually ready within 24 hours. After payment is confirmed, our team contacts you to arrange a delivery time. Deliveries run [CONFIRM: Monday to Saturday, time window].

Keeping it cold

Cheese is delivered chilled [CONFIRM: in insulated packaging with ice packs]. Please make sure someone is available to receive it and refrigerate it straight away.

Pickup

You can also collect your order free of charge from the Km0 Retail Shop. Pickup orders are usually ready within 24 hours; we will let you know when yours is ready.