Frequently Asked Questions
Orders & Payment
How do I shop on the Clawset website?
Choose your product and size, tap Add to cart, then check out. Enter your address, choose a courier and complete payment. Your order confirmation will be sent to your email.
What payment methods do you accept?
QRIS, bank transfer, and Visa, Mastercard and JCB credit/debit cards. All transactions are processed in Indonesian Rupiah (IDR).
I've paid, but my order status hasn't changed?
A payment is confirmed once it has been verified by our system and Finance team. You can check the status in your order history (Login → Account). If it still hasn't changed, send your proof of payment to our WhatsApp and we'll check it right away.
Can I change or cancel my order?
Sorry, paid orders can't be changed or cancelled. Please double-check the product, size and address before checking out, Pawrents.
Shipping
When will my order ship?
Orders are processed on the same business day after payment is confirmed. Warehouse hours: Monday–Friday 09:00–18:00 and Saturday 09:00–12:00 WIB. Orders placed on Sundays, public holidays or outside these hours are processed on the next business day.
Which couriers do you use?
Paxel (Same Day & Next Day) and JNE. Shipping costs are calculated automatically at checkout based on your address.
Is there free shipping?
Yes! Free Same Day delivery within Jabodetabek, with no minimum purchase. Outside Jabodetabek, use code ONGKIR20 for Rp20,000 off (min. purchase Rp150,000, once per customer, valid until 31 December 2026). The latest shipping promos are always shown in the banner at the top of the website.
How long does delivery take?
Same Day arrives the same day (Jabodetabek) and Next Day arrives the following day. JNE estimates are shown at checkout.
How do I track my order?
Your tracking number is emailed to you as soon as your parcel ships. You can also track it on our Track Order page.
Do you ship internationally?
Orders on our website currently ship to addresses in Indonesia only. To buy from outside Indonesia, chat with us on WhatsApp at +62 823-1572-2540 and our team will help you place your order.
Sizing
How do I choose the right size?
Measure three things on your pet:
- Neck circumference
- Chest circumference, at the widest part just behind the front legs
- Back length, from the base of the neck to the base of the tail
Compare your measurements with the Size Guide on the product page. Allow a tolerance of ±1–3 cm. If your pet is between 2 sizes, choose the larger one.
Still unsure about the size?
Send your pet's breed, weight and measurements to our WhatsApp and our team will recommend the right size.
Are Clawset products suitable for cats?
Yes! Most of our collections are designed for both dogs and cats, with sizes starting from XS. Some products are made for a specific body shape, such as the Corgi Protection Suit, so check the product page for details.
Do you have matching outfits for Pawrents?
Yes! Check out our Twinnies and For Pawrents collections, with shirts, hats and scarves that match your pet's outfit.
Exchanges & Issues
Can I exchange for a different size?
Yes, within 7 calendar days of purchase, as long as:
- The product is unworn and unwashed
- Tags and packaging are intact
- You include proof of purchase
Exchanges are for a size change only and depend on stock. If the size you need is sold out, you can choose another product of equal or higher value (paying any difference). Shipping costs for exchanges are paid by the customer. Contact our WhatsApp to start an exchange.
Can Promo/Sale items be exchanged?
Items bought on Sale or during a promotional campaign can't be exchanged.
Can I get a refund?
We don't offer refunds. Products can only be exchanged under the exchange terms above.
My parcel is damaged, wrong or lost. What should I do?
Contact our customer service within 3 calendar days of receiving the parcel, with photos and an unboxing video. The item needs to be returned in its original condition for verification. Losses caused by Clawset or the courier are replaced 100%.
Care, Store & Contact
How do I care for Clawset products?
In general, Clawset products can be machine washed and gently tumble dried. We recommend using a pet-safe laundry detergent. Detailed care instructions for each item are on its product page.
Do you have a physical store?
Yes! Visit our Flagship Store at Sedayu City Boulevard Raya Blok F7, Kelapa Gading, East Jakarta, open daily 10:00–19:00. Clawset products are also available at partner stores; find them with the Store Locator on our store page.
I'm interested in becoming a reseller. Who do I contact?
We have a reseller program! For details, chat with us on WhatsApp or send us an email through the Contact Us page.
How do I contact Customer Service?
WhatsApp: 0823-1572-2540
Email: contact@fashionwisevenue.co.id
Customer service hours: 10:00–18:00 WIB.
Still have questions?
Our team is happy to help on WhatsApp or by email.
