FAQ

1. What is HappyFresh?

HappyFresh delivers groceries from the stores you love to your doorstep in as little as one hour! We empower you to shop at your trusted stores using our own trained and experienced Personal Shoppers, and then ensure safe delivery to you.

2. What stores are supported?

We support a selected number of stores in your area including Ranch Market, Farmers Market, Lotte Mart, LOKA Lifestyle Supermarket, Superindo, All Fresh, and Grand Lucky. We are constantly adding new stores from your area, empowering you to shop from those stores. The stores that serve you are based on your location, and the availability of stores in your proximity.

3. Do you serve my area?

Currently we serve Jakarta, Tanggeran, Bekasi and Depok. You can check if HappyFresh serves your location by downloading the App or using our Website. You can put in your area or postal code to see what stores are available in your location. We are coming to more areas soon!

4. How fast do you deliver?

Very fast! We deliver to you in the next hour, or at any other one-hour time-slot today and in the next 6 days.

5. How much does delivery cost?

It costs IDR 20,000 for the delivery on all delivery slots.

6. What are the delivery hours?

Our delivery hours are based on the opening hours of the stores we work with. Usually between 10am and 10pm. You can place orders at anytime of the day.

7. Can I collect any kinds of club points from the supermarkets?

Currently we do not support the collection of membership points or other savings from stores. Be sure to keep an eye on email and social media updates for updates on how we’re expanding to improve this functionality.

8. What does it mean if an item is “often out of stock”?

Products that are marked “often out of stock” are products that are very popular and frequently sell out at the store. We recommend choosing replacements for those items after you’re done checking out, so that your Personal Shopper knows what items you would like sold out products replaced with.

9. What happens if something is out of stock?

When something is out of stock at the store, we do our best to replace it with a similar item. After checkout, you can choose specific replacements for any product, or ask for no replacement. If necessary, your shopper will call from the store to confirm replacement items.

10. Are there price differences from the store?
For some stores, we may add a small service charge on top of the store price. If you notice an item that you think is priced incorrectly, please reach out to us! We reserve the right to cancel items that are priced incorrectly due to error.

11. How do you treat items that are non-Halal?

We allow you to buy non-Halal items using HappyFresh, and are very careful to ensure that at no point during checkout, delivery, or any other time, non-Halal and Halal items get in contact with each other. To ensure that, we use different bags and clearly separated parts of the box for the transport of non-Halal items.

12. How do I check the status of my order?

You will get notified when your order is packed, order is on its way and has almost arrived. Remember to turn on your push notification in your phone settings. You can also go to “My Order Status” to check on the status.

13. How do I make a change to my order?

Currently you cannot change an order if it is already placed.

14. What is your cancellation policy?

Once the order is placed, for technical reasons, you cannot cancel an order.

15. How do I report a problem with my order?

If you have a problem with your order, please tell us! Leave feedback using a link in the receipt we emailed you.

16. When will I receive my refund?

Payment will be made within 14 days by crediting your credit card.

17. How do I review my receipt?

You will receive your receipt via e-mail after your delivery.

18. How do I return my HappyFresh bags?

We encourage you to return your HappyFresh bags that are still in good condition to your next HappyFresh shopper for reuse. Feel free to use them for your own errands, too.

19. How do I return items?

If something seems to be wrong with your order, such as a missing item or an incorrect item, you can reject the items when our rider arrives at your doorstep. We will charge you only for the delivered items. Once an item is accepted by you, it cannot be returned. We do not currently support a return process for any items you may have accidentally purchased via HappyFresh. You are more than welcome to coordinate returns directly with your store. Keep in mind that we do keep the in-store receipts for accounting purposes.

20. Why is my card authorized for more than my order total?

Like a restaurant or a bar, HappyFresh temporarily authorizes your card for slightly more than your order total. As soon as your order is complete, we charge your card for exactly what was delivered. Your bank will update the final charge on your statement in 3 – 7 business days after delivery. The temporary authorization can be for up to Rp 100,000 more than the order total. It helps account for charges like items sold by weight. If your final order total exceeds the authorization amount, there may be a second charge for the difference. You can see all charges reflected at the bottom of your receipt, which is available after delivery.

21. Who will select my items?

Your grocery will be selected by specially screened and trained Personal Shoppers. We have separate shoppers and riders.

22. Who will deliver my order?

Your orders will be delivered by specially trained and screened delivery drivers.

23. What if all Personal Shoppers are busy?

Occasionally our Personal Shoppers get overwhelmed with orders. During these times, the next available delivery slot may be later in the day, or tomorrow. In the shopping cart, you can clearly see the next available delivery for your order.

24. I have many more questions for you!

Contact us! We will be there at support.indonesia@happyfresh.com.