Order Support
How do I make an order via the Kleaner website?
- Select the product you want then click “Add to Cart”
- On the order details page, make sure the order is correct, enter the address of the recipient and courier you want
- Click “Proceed to checkout” to go to the next step
- In this step, you will be asked to fill in recipient details, including email addresses and account passwords for those who do not have an account on the Kleaner website. For registered customers, please login to your account.
- Check the option “Send to a different address” if the recipient of the product is at a different address from the registered account
- Click “Place Order”, select a payment method, and click confirm
- You will get an order confirmation as soon as the payment is successful.
Where can I see the status/receipt number of orders that have been placed?
- Click the Account icon to enter your account page
- Click “Orders” and all transaction status and history will be listed on this page.
- Click “View” to see the receipt number that has been inputted for the order.
Can I order on other online platforms or in offline stores?
Yes you can, for online purchases, we are also available at:
For a list of offline stores, please click on the “Retailers” page to see the store closest to you, however the availability of types and stocks varies between stores.
Which city will my order be shipped from?
The point of origin of delivery for purchasing Kleaner products through our official website and online shop at Tokopedia, Shopee and Bukalapak is from the city of Surabaya.
How long is the estimated delivery time?
Your order will be processed within a maximum of 2 working days from confirmed payment, weekends and public holidays are excluded. However, we will still as much as possible send your order on the same day for confirmed orders before 14.00 or 12.00 for Saturdays.
Is there an additional fee for bubble wrap?
No, all your orders through our official website and online shop at Tokopedia, Shopee, and Bukalapak will be wrapped in bubble wrap at no additional cost. For some products whose sticks are prone to dents, we will add additional cardboard wrapping before bubble wrap to minimize the risk of shipping.
What delivery couriers are available and how much do they cost?
Orders can be sent via JNE or J&T and shipping costs can be seen on the order checkout page.
How do I track the whereabouts of my order?
- You can check the receipt number for your order on your account page, in the “Orders” section.
- Enter the receipt number on the courier’s website to see the position of your order. The link is clickable on the logo below:
Do you serve orders for overseas addresses?
Sorry, we currently do not serve delivery to overseas addresses.
What is Midtrans?
Midtrans is a company part of Gojek that provides payment gateway services with a commitment to provide safe and practical payment solutions for customers and e-commerce players.
What payment methods are accepted?
We provide various payment methods for your convenience with the following details:
Do you accept COD (Cash On Delivery)?
We are sorry that we do not accept COD payment methods for the moment.
Is it safe to do credit card transactions at Kleaner?
We guarantee the security of all transactions that you make on the Kleaner website. We collaborate with trusted payment gateway Midtrans which will ensure the security of all transactions made.
Will Kleaner ask for my credit card / password information?
Kleaner will never ask for credit card security information such as CVC, OTP or OTP through any media.
Does Kleaner store my credit card details?
Kleaner does not collect or store your credit card details. All payment processes made on the Kleaner website will be completely processed and verified by Midtrans and the relevant Bank without going through us.
What should I do if my credit card details or payment method are not accepted/failed?
Transactions or credit card details that are not accepted can be caused by several things, please check:
- The information you submit to Midtrans is accurate such as account information, billing address, password, etc.
- Your internet connection is not interrupted
If after checking and the credit card is still not working, you can contact your bank. You can also contact us via email at [email protected] or Whatsapp at +62 812-3233-1760 and we will be happy to help.
How do I know my transaction was successful?
When the transaction is successful, you will be able to confirm the order number via E-Mail and Whatsapp. Or you can also see the order number on the “Order” page in your account details.
Warranty Coverage
We are committed to providing the best quality products for you but do not rule out the possibility of manufacturing defects or shipping damage.
Therefore, we provide a 1-month warranty that is valid from the date of purchase specifically for cases of production defects / wrong deliveries / shipping defects.
If the claimed goods are proven to meet one of these conditions, then all shipping costs borne by the customer to send the returned goods to us will be 100% refunded.
How do I claim a warranty?
Please contact us via email [email protected] or Whatsapp to our customer service at (+62) 812-3233-1760 by including a photo / video of the product in question.
After receiving the product, we will evaluate the condition of the product and contact you again within 1 x 24 hours from the time the item is received. If proven defective, 100% of the shipping costs will be covered by Kleaner and a new unit will be sent to your address.
To which address should I send my warranty claim product to?
Please return the item in question to this address:
PT. Internusa Terus Jaya
Jl. Babat Jerawat No.44 (8), Babat Jerawat, Pakal, Surabaya. 60197
How is the order cancellation process at Kleaner?
As long as your order has not been sent / there is no shipping receipt number / order status is not “Completed”, then you can submit an order cancellation to our team by:
- Go to the “Orders” page on your account page, click “Cancel” on the tab the order you want to cancel, fill in the format sent to you via Whatsapp and send it back to us.
- Or immediately submit a cancellation via our Whatsapp at +62 812-3233-1760.
- After getting a message from you, we will immediately help to cancel the order and refund 100% of your money.
Where can I get info about voucher code promos?
You can follow Kleaner’s social media accounts on Instagram or Facebook @kleaner.indonesia to get updates when we hold a voucher code promo.
How do I use a promo voucher code?
- Choose the product you want and put it in the basket
- Once at the checkout page, enter the voucher code in the “Coupon” column and click “Apply”
- The voucher will be applied directly to your order
Why can’t my voucher code be used?
Make sure you have met the terms and conditions needed for the voucher code. If you still have problems, please contact us via Whatsapp at (+62) 812-3233-1760 or email at [email protected] and our team will be happy to help.
Corporate Purchase
Thank you for your interest in using Kleaner Indonesia products in your company. Our products are suitable for offices, hotels, restaurants, cafes (HoReCa) or other business locations.
We can provide and send product orders even in large quantities and we guarantee an after-sales service that will continue to be ready to serve your needs. Please contact us via WA / Phone at (+62) 812-3233-1760 or email at [email protected] to get special corporate prices based on order volume.
Our Products
How long does it take for me to replace the fabric refill?
We recommend that you replace the fabric refill every 3 months to ensure maximum performance and absorption.
How do I wash cloth refills?
Kleaner refill cloths can be washed by hand or washing machine except for Refill Tornado Mop GSRT002 and Refill Twist Mop K19025R which shouldn’t be washed with a washing machine.
Avoid using bleach or softeners and simply hang them to dry. Do not use a brush or iron as this can damage the texture of the microfiber.
How to store products properly?
Avoid storing the product in an area exposed to direct sunlight or other heat sources such as fire.
Does Kleaner sell Spare Parts?
To fulfill your after-sales service needs, we provide several spare parts that can be purchased separately, including:
- Spray Mop Bottle Caps
- Spray Bottle Mop Set
- Kleaner Tornado Mop Stick
- Waterplug Tornado Mop
We do not recommend Kleaner Spare Parts to be combined with cleaning tools from other brands because it is feared that there are differences in shape so that they are not suitable for use.
Are there other color options available?
For the time being, we do not provide other colors, other than those shown in our product photos, the majority of which are a combination of blue/white.
Spray Mop Function
The main function of the Spray Mop is for mopping and it is not recommended for sweeping due to different specifications. Like a conventional mop, it will be better if the floor is swept first so that there won’t be too much accumulation of dirt when mopped which causes you to need to rinse the microfiber cloth more often.
Cleaning Solution
1 bottle can hold 360 ml of water and just pour approximately 2 teaspoons of cleaning solution in the bottle.
Spray Mop Treatment
To prevent clogging, make sure to fill the bottle with clean water (without cleaning solution), spray 5 times to rinse the drain from the remaining cleaning solution, and remove the remaining water in the bottle.
Wash the microfiber cloth after use and dry it to prevent dirt from sticking.
Then keep Spray Mop in a place that is not exposed to direct sunlight or other heat sources.
Spray Mop is Leaking
If a leak occurs in your Spray Mop, it is caused by the missing silicone rubber under the bottle cap, so as written in our instructions for use, ensure that silicone rubber is always attached to the bottle cap.
If it is removed, there is a high chance that the silicone will fall in the Spray Mop bottle, so you can take it and put it back on.
In case of loss, you can buy spare parts for bottle caps complete with silicones on our Spare Parts page.
To keep the silicone from being slippery, you can periodically wipe dry the silicone with a cloth to prevent the accumulation of cleaning solution.
What is the difference between a Dust Mop and a Flat Mop?
Both Kleaner Flat Mop & Dust Mop products have a 2 in 1 function, which is to mop and sweep.
However, we recommend the Kleaner Dust Mop product for sweeping because of its texture which is able to grab small areas like ceramic grout.
Meanwhile, the Flat Mop product is used for mopping because the fabric is denser so it has a higher water absorption capacity than the Dust Mop.
Can I use a Dust Mop cloth refill for Flat Mop products or vice versa?
Even though there is a slight difference in size, you can still use the Dust Mop refill for Flat Mop or vice versa.
How to use it?
To clean effectively, we recommend to use the same side of broom/mop as is often seen in shopping centers/malls. For that, the movement when mopping / sweeping must be from left to right, then back to the left, and so on until it resembles the shape of the letter “S”.
Contact
Please contact us if you want to consult, ask for cooperation or to discuss other matters via:
Whatsapp: (+62) 812-3233-1760
Email: [email protected]
Instagram: @kleaner.indonesia
For the purposes of sending returned products / letters / documents, please go to our Head Office address at:
PT. Internusa Terus Jaya
Jl. Babat Jerawat No.44 (8), Babat Jerawat, Pakal, Surabaya. 60197
(+62) 812 3233 1760
Where can I find the nearest store that sells Kleaner?
To see the details of the nearest retailer in your city, please visit the “Retailers” page.
Legal
- Information Gathering
We (PT. Internusa Terus Jaya, kleaner.co.id) collect information from you when you register on our site, log in to your account, make a purchase, take part in a contest, and/or when you leave. The data collected includes your name, username, password, email address, telephone number, purchase and search history on the website, cookies and/or payment information.
In addition, we receive and record information automatically from your computer and browser, including your IP address, your hardware and software equipment, and the page you request.
- Use of Information
Any information we collect from you can be used to:
- Personalize your experiences and responses according to your individual needs
- Provide customized advertising content
- Improve our website
- Improve customer service and support your needs
- Contact you by email
- Set up a contest, promo, or survey
- E-Commerce Privacy
We are the sole owners of the information collected on this site. Your personally identifiable information will not be sold, exchanged, transferred, or given to other companies for any reason whatsoever, without obtaining your permission, other than solely to fulfill requests and/or transactions, for example, for delivery of orders.
- Third Party Disclosures
Our website uses Midtrans (https://midtrans.com/) as a payment intermediary. Midtrans Privacy Policy can be seen on the web page https://midtrans.com/id/term-and-privacy.
We also use Facebook Pixel technology to track ad conversion by pixel and add to pages that convert. With this, we can plan and run ads that better suit our users’ needs.
We do not sell, trade, or otherwise transfer out of our party your personally identifiable information. We do not include trusted third parties who assist us in operating our website or conducting our business, as long as all parties agree to keep this information confidential.
We believe in the importance of sharing information in order to investigate, prevent, or take action regarding illegal activity, suspected fraud, situations involving threats to a person’s physical safety, violations of our terms of use, or other matters required by law.
However, non-private information may be provided to other parties for marketing, advertising, or other uses.
- Information Protection
We implement a variety of security measures to keep your personal information safe. We use state-of-the-art encryption technology to protect sensitive information sent online. We employ those who need to do specific jobs (for example, billing or customer service) are given access to personally identifiable information. The computers/servers used to store personally identifiable information are stored in a secure environment.
Do we use cookies?
Yes. Our cookies improve access to our site and recognize returning visitors. After all, our cookies enrich the user experience by tracking and targeting their interests. However, the use of these cookies is in no way linked to personally identifiable information on our site.
- Unsubscribe
We use the email address you provide to send you information and updates regarding your order, company newsletters, product information, etc. If at any time you wish to stop receiving our emails in the future or to delete your account, please contact us.
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