Help Center

Below are answers to the questions we receive most often. If you cannot find what you are looking for, please contact us.

Orders and payment

Are the Products original?

Yes. kamerainstant.id is operated by PT Kamera Instant Indonesia, an official Polaroid Authorized Seller in Indonesia. All Products are new, original and covered by official warranty.

Do I need an account to shop?

No. You can check out as a guest with your email address and WhatsApp number. An account lets you view your Order history, collect points and file warranty claims. Guest Orders with the same email address are linked to your account once the email is verified.

Which payment methods are available?

Bank virtual accounts, QRIS and e-wallets through Midtrans. Active methods are always shown at checkout. We do not offer cash on delivery (COD).

How long do I have to pay?

The payment time limit is shown on the Order page and is currently 30 minutes. Stock is reserved for you during this time. Unpaid Orders expire automatically.

I have paid, but my Order status has not changed.

The status is usually updated within a few minutes after Midtrans confirms the payment. Reload the Order page and avoid paying a second time. If the status has not changed after the time limit has passed, contact us with your Order code.

Is there a purchase limit?

Each Product can be bought up to 5 units per Order. For corporate, event or bulk purchases, please contact us.

Can I get an invoice in a company name?

Yes. Select the company invoice option at checkout and enter the company name and tax number (NPWP). The invoice can be downloaded from the Order page once payment is received.

How do pre-orders work?

Pre-orders are paid in full in advance, with the estimated processing time shown on the Product page. A pre-order contains one Product only and is placed separately from Products in stock. Full terms are set out in our Terms of Purchase.

Shipping

When will my Order ship?

Orders paid before 15.00 WIB, Monday to Saturday, ship the same day. Orders paid after that time, on Sundays or on public holidays ship on the next working day.

Which couriers are available?

JNE, J&T Express, GoSend and GrabExpress. Rates and estimated delivery times are shown at checkout. Instant services require a map location.

How do I track my parcel?

The tracking number is sent by email and WhatsApp once the parcel is handed to the courier. You can also use Track Order with your Order code and email address.

Do you ship internationally?

Not yet. We currently ship only to addresses in Indonesia.

Returns, refunds and warranty

My Product arrived damaged. What should I do?

Request a return within 7 days after the Order is marked Delivered, with an unboxing video and photos. The full procedure is set out in our Returns and Refunds policy.

Why is an unboxing video required?

An uninterrupted video from the sealed package is the main evidence of the Product’s condition on arrival. It speeds up the return review and any claim with the courier.

How long is the warranty?

The warranty period and coverage differ for each Product and are shown on the Product page. The warranty starts when the Order is marked Delivered.

How do I file a warranty claim?

File the claim through Account > Returns and warranty or your Order page. We handle the process through to the official service center and send the unit back to you. Full terms are set out in our Warranty policy.

Where are refunds paid to?

To the original payment method where Midtrans supports it. For other methods, such as virtual accounts, the amount is transferred to a bank account in the Buyer’s name.

Accounts, points and promotions

Why am I asked for a code when signing in?

To keep your account secure, we email you a code whenever you sign in from a new browser or device. A verified browser is remembered for 90 days.

How do loyalty points work?

You currently earn 1 point for every Rp10.000 spent after discounts, excluding shipping. Points are credited when the Order is completed, are worth Rp100 each, can cover up to 20% of the subtotal and are valid for 12 months. Your balance and history are in Account > Points.

How does the referral program work?

Share the referral code or link from your account. A friend who signs up with it receives Rp50.000 off their first Order under the applicable terms, and you earn points once their Order is completed.

Why can I not use my coupon code?

Checkout shows the reason, for example a minimum spend that has not been met or a promotion that has ended. Each Order can use one coupon code.

How do I stop promotional messages?

Click the unsubscribe link in any promotional email, or change your communication preferences on your account page. Order notifications are still sent.

How do I delete my account?

Request deletion through Account > Privacy. The request is processed after 14 days, after which your personal data is anonymized. Signing in again before then cancels the request. Transaction records are kept as required by tax regulations.