Frequently Asked Questions
Ordering and Customization
How long does it take to create a customized gift?
Our process typically follows this timeline:
- Design phase: 2-4 working days to create a demo design after receiving your photos.
- Production: 3 days after design approval (excluding weekends and public holidays).
- Shipping:
- West Malaysia: 1-3 working days
- East Malaysia: 7-14 working days
Total estimated time:
- West Malaysia: 6-8 working days
- East Malaysia: 8-14 working days
Please note: These timeframes assume no delays in shipping.
Do you accept rush orders? How quickly can you complete them?
Absolutely! We’re happy to accommodate rush orders. We offer several options for faster delivery:
- Self-pickup from our office at Suria @ North Kiara. Contact us for details.
- Grab or Lalamove delivery (only for Selangor/Kuala Lumpur areas, delivery fees apply).
- Lineclear Premium Express shipping: For an additional RM20, we can ensure next-day delivery for most of Peninsular Malaysia (including Penang, Perlis, Kedah, Perak, Selangor, Negeri Sembilan, Melaka, Johor, Pahang, Terengganu, Kelantan, Kuala Lumpur, and Putrajaya). Important: To guarantee next-day delivery, design approval must be confirmed before 12pm.
Can I participate in the design process?
Of course! You’re welcome to communicate with our customer service team about adding specific patterns, sentences, or other elements to your design.
Can I preview the design before production?
Yes, our designers will provide you with an initial design demo for your approval before we proceed with production.
What materials do you use for your photo frames? How’s the quality?
We use locally sourced, high-quality wood for our frames, produced in our own Malaysian factory. We maintain strict quality control from design to materials.
Can I modify the design during the customization process? Are there additional fees?
You can change the design layout before our designer starts the initial draft. Once the demo design process begins, you can’t change the entire layout, but you can modify elements like photo placement, sentences, names, and dates within the original design at no extra cost.
How can I ensure the best presentation of my photos?
For the best quality, you can send your photos using WhatsApp’s HD feature, email them to us, or upload them to Google Drive and share the download link with us.
Product Care and Quality
How should I care for my customized gift to ensure its longevity?
We provide care instructions with each product. Generally, avoid direct sunlight and clean with a soft, dry cloth to maintain the quality of your customized item.
Shipping and Delivery
What are your shipping times and coverage areas?
Our process typically follows this timeline:
- Design phase: 2-4 working days to create a demo design after receiving your photos.
- Production: 3 days after design approval (excluding weekends and public holidays).
- Shipping:
- West Malaysia: 1-3 working days
- East Malaysia: 7-14 working days
Total estimated time:
- West Malaysia: 6-8 working days
- East Malaysia: 8-14 working days
Please note: These timeframes assume no delays in shipping.
How can I track my package after it’s shipped?
Once your package is shipped, you’ll receive an email with the tracking number, allowing you to check your package’s location easily.
Payments and Returns
What payment methods do you accept?
We use the iPay88 Payment Gateway, which offers multiple payment options. For the most up-to-date list of accepted payment methods, please check our payment page during checkout.
What’s your return policy?
We carefully confirm every step of the design and production process with our customers. For detailed information about our return and exchange policy, please refer to our Returns & Exchanges page.
Privacy and Security
Will my photos be shared on social media for advertising purposes?
We highly respect our customers’ privacy. We do not share completed designs or products on social media platforms (Facebook, Instagram, TikTok) for advertising purposes unless explicitly permitted by the customer.
Special Orders
Do you offer discounts for bulk orders?
Yes, we provide special pricing for large orders. Please contact us via WhatsApp to discuss your specific needs, including the styles you’re interested in, order requirements, shipping location, and design preferences. We’ll be happy to provide a customized quote.
Do you offer gift wrapping services?
Yes, we do. Each product page specifies the type of packaging included with the item.
Have more questions? Don’t hesitate to reach out to our friendly customer service team! WhatsApp