Top FAQs
Is there a minimum order?
No, there is no minimum order on our site. However, there is a minimum spend in order to qualify for free delivery. For more information, please refer to the Delivery & Shipping section.
I'm not sure if my order has been processed. How do I check?
If your order is successfully processed, you will receive a confirmation email. Be sure to check your junk/spam folders and add us to your whitelist so that you do not miss out any important emails concerning your order.
Alternatively, log in to your account on our store to check your order history.
Are the online store prices the same as those at the authorised resellers?
Yes. However, there may be certain online exclusive items or promotions which only available on Sennheiser Online Store.
Will I receive the same product that I see in the photos?
Yes, you will. However, due to discrepancies in photography and device resolution, please note that pictures on the site may not be true to colour. Our products may also ship with different components than those stated or pictured.
What should I do if I receive an incorrect item?
If you have received an item that you did not order, please contact us at sennheiser.egogohub@gmail.com
General
Creating an account
Creating an account is simple. You can click on this link to set up an account or create one upon checkout. With an account, you will be able to check on your order details, history, and also receive special promotions from Sennheiser.
How to order
Shopping with us at Sennheiser is very easy. Simply follow these steps:
- View the products you are interested in.
- Click on the product image to zoom in and see every detail, specifications, reviews and price.
- Select an item and add it to your basket. You can then choose to continue shopping or proceed to checkout.
- Select a payment method.
- Complete your order.
- You will receive an email notification confirming your order.
Order confirmation
Once your order is submitted, we will send you an order confirmation email with:
- Your order number
- Items ordered
Out-of-stock products
If an item is out of stock, we will try to restock it as soon as possible. Products which are no longer available will be removed from the website.
Payments
Payment options
We accept electronic payment by all major debit and credit cards (MasterCard, Visa, American Express, etc.), bank transfer and OVO.
Payment security
It is completely safe to use your credit card on our site. All data are transmitted via encryption. For payments with credit and debit cards, you are required to enter the CVV (Card Verification Value), a code printed on the back of your care that serves as a security measure during electronic commerce transactions.
How to use a voucher code
To use a voucher code, simply follow the following steps:
- Go to Checkout by clicking on 'View Cart'
- Click on 'Checkout'
- Fill in all required information
- In the Discount section, key in your voucher code and click on 'Apply'
Only one voucher code can be used per order. If you have more than one voucher, you may use them for your next purchase!
Voucher code restrictions
Voucher codes are non-refundable and non-exchangeable for cash. No replacement vouchers will be issued for refunded items which have been paid for with vouchers.
Unable to use voucher code
If you are unable to use a voucher code, please contact us at sennheiser.egogohub@gmail.com
Delivery and Shipping
Track your order
You may check the status of your order in your account. An SMS with your delivery details will be sent to your registered mobile number on the date of the scheduled delivery.
Delivery times
Deliveries are made daily, except for public holidays.
Orders placed after 2pm will be processed within the following 1 - 2 working days.
Orders made after 2pm on the eve of public holidays and orders made during public holidays will be processed within the following 1 - 2 working days.
Shipping fees
Shipping fee is different based on the delivery service and can be selected on the checkout page.
Late delivery
Occasionally, severe weather conditions such as heavy rain can cause delays due to traffic or concern for the safety of our delivery agents. If this happens, we promise to keep you informed and ensure that your order reaches you as soon as possible.
Reschedule delivery time slot
If your delivery is scheduled for the next delivery date, we are not able to amend your delivery time. For all other time slots, kindly contact us at sennheiser.egogohub@gmail.com to amend your time slot.
Missed delivery
Please ensure that someone is available to sign for the delivered package. If our delivery agents are unable to successfully deliver your package, they will be in touch to assist with the rescheduling of your delivery.
If you missed a delivery and did not receive any notification from our delivery agents within 24 hours, please contact us at sennheiser.egogohub@gmail.com for assistance.
Remote/restricted delivery zones
Sennheiser aims to deliver to as many locations as we can. However, due to restrictions and limitations, we reserve the right not to deliver to areas that are remote or requires security clearance, safety briefing or donning of safety gears.
On a case by case basis, we may accept delivery to such locations at an additional surcharge. You will still be able to enter your preferred delivery address upon checkout and successfully place your order.
Upon receipt of your order, our customer service team will be in touch with a quote on the delivery surcharge. All surcharges are to be paid by the customer in cash upon receipt of your package.
International delivery
The Sennheiser Indonesia Online Store currently delivers within Indonesia only.
Self pick-up
Self pick-up is not available at the moment.
Exchanges and returns
Order cancellation policy
No order cancellation will be accepted once payment has been processed. Should you decide to return the products due to a wrong model purchased, you may refer to our return policy below.
Product return policy
At Sennheiser, we value our customer relationships. Hence, we are offering a 3-day return policy on all unopened products. Please refer to our full return policy for more information.
Returning an item
Returns will be dealt with on a case-by-case basis. Please contact our Customer Service Team at sennheiser.egogohub@gmail.com for more information.
We will only accept returns of items that are in the original product box, unopened and not damaged within 3 days from the scheduled delivery date.
Postage costs for the returns are to be borne by the customer.
The return will only be refunded once the item has been received by the Sennheiser Online Indonesia Team.
Receiving a refund
Once your return has been approved, you will receive a confirmation email.
All refunds will be credited into the same mode of payment that was made in the original purchase.
Faulty items
All Sennheiser has gone through quality manufacturing and rigorous testing to ensure they are in perfect condition. In the rare event of receiving a faulty item, please contact our customer service at sennheiser.egogohub@gmail.com. More information on our service and warranty policies can be found here.
Warranty
Warranty info
Original Sennheiser products purchased through our authorised channels are covered by a 24-month international warranty. More information about our standard service and warranty policies can be found here.
Contact Us
Customer service
If you would like to get in touch with a member of the Sennheiser customer service team, you are welcome to reach out to us at sennheiser.egogohub@gmail.com
Our friendly customer service officers will attend to your query as soon as they can.