Welcome to FAQ

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Ask us anything

01.   Do you make any of these products?

We do not manufacture any of the products listed on the Sweet Factory Website. We source quality products for your cravings.

02.   How do I place an order?

You can place an order directly on our website by Browse our products, adding items to your cart, and proceeding to checkout. You can also create an account with us to get updates on new products and enjoy faster checkout.

03.  What payment methods do you accept?

We are currently partnering with Xendit as our third-party provider.

04.   How long will it take for my cravings to arrive?

Products are shipped out within 1-2 business days from our warehouse. The actual delivery time will depend on our third-party logistics partner. While we aim for timely delivery, we cannot guarantee exact arrival times, especially during unforeseen delays like natural disasters.

05.  How much does shipping cost? 

Shipping rates are calculated based on your location and order size, and will be displayed before you complete your checkout.

06.  Do you offer pick up?

No, we are currently online. 

07. I don't like the product, can I return it?

We currently do not accept refunds or returns for any products after they have been shipped out. If you encounter any issues with a product, please contact our support team at sweetfactory@theprimasari.com with your order number and an unboxing video (this helps us verify any damage or discrepancies). Refunds, if applicable, will be reviewed and processed within 7 working days. 

08. How do I contact customer support? 

You can reach us via email at sweetfactory@theprimasari.com. Our support hours are Monday – Saturday, 08:00 – 17:00 GMT+7, and we will try our best to get back to you ASAP.