No cash return or refund of merchandise. If merchandise is found faulty or defective, we will exchange it with identical merchandise (subject to availability) or store credit note(s) equivalent to the value of the merchandise.

To request a return or exchange, please contact PILLAR Customer Service via WhatsApp or email as soon as possible within 24 hours of the date of delivery of the item, quoting your order number. Our customer service will confirm your order.

Any exchange, return or refund shall comply with the following conditions:

  • Items must be returned unworn, undamaged and unused, with tag(s) attached and the original packaging included. Items received without tags or damaged will not be accepted.
  • Footwear, bags and accessories must be returned with the original boxes and dust bags, where provided, and placed inside a protective outer box for shipping. Damages in packaging will not be acceptable for refund.
  • SALE, LIFESTYLE, ACTIVE WEAR, and FRAGRANCE items are final and cannot be exchanged or refunded.
  • Acceptable reason for return / refund:
    • Item is not as stated in the invoice
    • Item does not accurately follow the measurement / description / images stated on the product page
    • Item is faulty / in bad condition, without tags or protective cover
  • Exchanging size/color/style is the only acceptable reason for exchange. The item you would like to exchange must be equal or exceed the amount of your current purchase. We do not except exchanges below the original amount unless in the form of credit note.
  • Voucher and promotion code used in returned purchase cannot be returned or redeemed for cash or credit.

We will verify and inspect returned products, and reserve the right not to accept the returns under the conditions stated above. PILLAR reserves the right to refuse an exchange or refund on returned items.

In the case of returning due to faulty conditions and credit memo is not acceptable, we will refund your order with the Credit note / credit memo sent to your email address, to use for shopping at PILLAR that will expire within 3 months from date of purchase.


Please do not hesitate to contact our Customer Service for more information:


Jalan Sisingamaharaja No. 22

Selong, Kebayoran Baru, Jakarta Selatan

+62 822 1111 9689