FAQ (Frequently Asked Questions)

Last updated: 14 August, 2026
Contact: 
Email: ben@kingkongbooks.com
Whatsapp: +62 818-779-508

1. About Us

Q: What is KingKongBooks?
A: KingKongBooks is an online store based in Jakarta, Indonesia, offering direct imported books from major publishers in the USA and UK

Q: Are you a legitimate store?
A: Yes. We are a private limited registered business under the name of "PT. Citra Cemerlang Perkasa" operating in Indonesia. You can reach us at:

  • Email: ben@kingkongbooks.com

  • WhatsApp: +62 818-779-508

Q: Where are your products shipped from?
A: We ship all orders from our warehouse in Jakarta, Indonesia.

2. Ordering & Account

Placing an Order

Q: Do I need to create an account to order?
A: We recommend creating an account to track orders and save your details.

Q: Can I change or cancel my order after placing it?
A: No, you cannot change or cancel your order after placing it. In certain cases, exchanges may be possible. Please contact us to get more info.

Q: What if I entered the wrong shipping address?
A: Contact us right away at ben@kingkongbooks.com or +62 818-779-508 (Whatsapp).

  • If the order hasn’t been handed to the courier, we can often update the address.

  • If it’s already with the courier, address changes must be handled through the courier and may incur extra fees.

Account & Profile

Q: How do I create an account?
A: Click “Account” or “Sign Up” on the top right corner our website, then enter your:

  • Email

  • Password (and any other required details)

  • Sign in with Shop

You can also create an account during checkout.

Q: How do I log in or reset my password?
A: Click “Log In” and enter your email and password.

  • If you forgot your password, click “Forgot Password?” and follow the instructions sent to your email.

Q: Can I update my account information?
A: Yes. After logging in, go to “Account Settings” (or similar) to update:

  • Name

  • Email

  • Password

  • Saved addresses (if supported)

3. Payment

Q: What payment methods do you accept?
A: We accept:

  • Credit/debit cards (e.g., Visa, Mastercard)

  • Bank transfer (e.g., BCA, Mandiri, BNI, etc.)

Available options will be shown at checkout.

Q: Is my payment information secure?
A: Yes. We use secure payment gateways that comply with industry security standards. We do not store your full card details on our servers.

Q: Can I use more than one payment method for one order?
A: At this time, we only allow one payment method per order.

Q: Do you offer COD (Cash on Delivery)?
A: No, we do not offer COD at this time.

Q: Do you offer installment or pay‑later options?
A: No, we do not offer installments or pay‑later at this time.

4. Shipping & Delivery

For full details, see our Shipping Policy.

Q: Where do you ship?
A: We currently ship only within Indonesia. We do not offer international shipping.

Q: How much does shipping cost?
A: Shipping costs are calculated at checkout based on:

  • Your delivery address

  • Package weight and size

  • Selected shipping method

You will see the exact cost before paying.

Q: Do you offer free shipping?
A: We occasionally run free shipping promotions, shown on our homepage and at checkout.

  • “Yes, free regular shipping for orders over Rp [amount] to [regions / all Indonesia].” TBA

Q: How long does processing take?
A: Orders are processed within 1 business day after payment is confirmed.

  • Business days: Monday to Friday, excluding Indonesian public holidays.

  • Orders placed after 1:00 PM WIB or on weekends/holidays start processing the next business day.

  • During sales or peak periods, processing may take longer.

Q: How long until I receive my order?
A: After handover to the courier, typical delivery times are:

  • Java: [X–Y] business days

  • Sumatra, Bali, Kalimantan, Sulawesi: [X–Y] business days

  • Papua, Maluku, Nusa Tenggara: [X–Y] business days

These are estimates and not guaranteed.

Q: Can I track my order?
A: Yes. Once shipped, you’ll receive a shipping confirmation with a tracking number and courier name. You can track your package on the courier’s website or app.

Q: My tracking hasn’t updated. Is something wrong?
A: Sometimes tracking shows no updates for a few days, especially with certain carriers or remote areas.

  • If there’s no update for more than [X] business days after the courier received the package, contact us at [support email/WhatsApp].

Q: What if I’m not home when the courier arrives?
A: Couriers usually make multiple attempts. They may:

  • Leave a notice or contact you by phone/SMS

  • Hold the package at a local depot for pickup

  • Return it to us after several failed attempts

We will contact you to arrange redelivery, pickup, or return.

5. Returns, Exchanges & Refunds

For full details, see our Return & Refund Policy.

Q: Do you accept returns?
A: No, we do not accept returns except if the product is defective from the factory

Q: How do I request a return or exchange?
A: To request a return or exchange:

  1. Contact us within 2 days of delivery at ben@kingkongbooks.com with:

    • Order number

    • Product(s) you want to return/exchange

    • Reason for return/exchange

    • Photos if the item is damaged or incorrect

  2. We will review your request and provide instructions if approved.

  3. Pack the item securely and ship it back using the courier we specify (if applicable).

  4. Once we receive and inspect the item, we will process your refund or exchange.

Q: Who pays for return shipping?
A: If the return is due to our error (wrong item, defective item), we cover return shipping.

Q: How long does a refund take?
A: After we receive and approve your return:

  • Refunds are processed within 3 business days.

  • The time it takes to appear in your account depends on your bank or payment provider (often 5-7 additional business days).

Refunds are only issued as bank transfers to the customer's account.

6. Products & Availability

Q: Are all items shown on the website in stock?
A: We strive to keep our website up to date, but:

  • Some items may sell out quickly.

  • If an item becomes unavailable after you order, we will contact you with options (replacement, partial shipment, or refund).

Q: Do you restock sold‑out items?
A: Yes, many items are restocked. You can sign up for notifications / follow our social media to be alerted when items are back. Some items are limited edition and may not be restocked.”

Q: Do you offer gift wrapping or gift messages?
A: Yes, you can add gift wrapping and/or a gift message at checkout for a small fee

Q: Do you sell gift cards?
A: TBA

  • “Yes, we offer digital gift cards in denominations of Rp [amounts]. They can be purchased [here/link].”

  • “We do not offer gift cards at this time.”

7. Promotions, Discounts & Loyalty

Q: Do you offer discount codes or promotions?
A: Yes. We occasionally run promotions and offer discount codes via:

  • Our website banners

  • Email newsletters

  • Social media

Enter your code at checkout in the “Discount code” field.

Q: Can I use more than one discount code per order?
A: No, only one discount code can be used per order.

Q: Do you offer a loyalty or rewards program?
A: Yes, we have a loyalty program where you earn points for purchases and other actions. [Link to program page].

Q: Can discounts be applied to past orders?
A: No. Discounts and promo codes can only be applied to new orders placed while the promotion is active.

8. Privacy & Data Security

Q: How do you protect my personal information?
A: We take your privacy seriously and:

  • Use secure connections (HTTPS) on our website.

  • Limit access to your data to authorized personnel only.

  • Comply with applicable Indonesian data protection regulations.

For full details, see our Privacy Policy.

Q: Do you share my information with third parties?
A: We may share your data with:

  • Courier partners (for delivery)

  • Payment processors (to process payments)

  • Service providers (e.g., email, hosting)

We do not sell your personal data to third parties for marketing.

Q: How can I unsubscribe from marketing emails?
A: Click the “Unsubscribe” link at the bottom of any marketing email to be removed from our mailing list.

9. Contact & Support

Q: How can I contact customer support?
A: You can reach us via:

  • Email: ben@kingkongbooks.com

  • WhatsApp: +62 818-779-508

  • Contact form: kingkongbooks.com/contact-us

  • Business hours: Mon–Fri, 08:00–19:00 WIB]

Please include your order number (if applicable) so we can assist you faster.

Q: What is your typical response time?
A: We aim to respond within:

  • 1 hour during business hours for urgent order issues

  • 1 business days for general inquiries

During peak periods, response times may be slightly longer.

Q: Do you have a physical store I can visit?
A: No, we operate only in our office and warehouse. We do not have a physical retail store at this time.